I downloaded your potential client template to my asana and I am not sure exactly what I am supposed to customize or how to effectively use this?
Go through the template and either remove tasks that do not align with you and your process, or adapt what we’ve given you and customize it for your firm. This is now YOUR potential client template.
Do you duplicate the potential client process Asana template for each new potential client if the discovery call goes well?
Yes, I duplicate the potential client Asana template every time I get a promising inquiry.
When we start with a new potential client, do we go in and change the “CLIENT” to their actual name on every task? Is there a quick way of doing that?
Yes, change “CLIENT” to their client code (first letter of first name and first two letters of their last name). There is no hack to doing this quickly that I know of (please share if you find one).
Are you positioning your pricing with potential clients in the initial inquiries?
Yes, reference the Asana task called “Initial Call Talking Points” to see the types of info I collect as well as share to determine if they’re the right fit. This Asana is located in THE STANDARD – PC FULL-SERVICE TEMPLATE template.
How long do you allow between initial consultation and the proposal meeting?
3 to 5 days.
How do you transition a potential client to a full service client in the process?
Go through each step at the end of the potential client Asana process template and the beginning of the project process Asana template for step by step instructions on how to make this transition.
Do you use any CRM software? When you tag clients for the holiday card list, is that data house in ActiveCampaign or elsewhere?
I use ActiveCampaign for CRM. Clients are tagged “holiday card” in my design software address book. Since I send physical cards, I do not keep their addresses in ActiveCampaign but rather just their emails. You can most certainly tag them “holiday card” in your CRM software and email them a digital holiday card instead.
What do you do with previous clients if you’ve done a full project for them in the past but now they need help with a one off item in another room (ie window treatments, wallpaper, etc)? Do you take their project? And if so, how do you charge for it, etc?
If they are an amazing, excellent, best-client-ever, and you are dying to take on the work, shoot them a new design fee (scale to project) and design agreement to get started. Work the exact same (lengthy) process no matter the scale, which is why I’m much more likely to do the following: Let them know your project minimum and inquire if they have a few additional rooms, etc. that could round out the scope and thus be compatible with your firm minimum. Remember, all the admin / project management and communication is the same across projects, so take on tiny projects with great, great, great caution.
When you know a client isn’t a fit, how do you turn them away?
Reply with clear and simple language, “We’ve reviewed the project and have decided that we’re not going to take it on. Thank you for your time and consideration.” Avoid making up excuses. The last thing you want are people sharing with their friends that your pipeline is too full to take on new projects if that’s not the case.
What happens when the PC’s budget is far lower than what you expected and you’re unable to make it work?
I thank them for their time and tell them that we just aren’t a fit, as our typical projects cost approximately XYZ per room. I’m always thrilled for both of us that we figured that out BEFORE we’re 6 months in and all very unhappy.
Do you ever discuss or mention a design fee as a “per square foot price” to a client, both up front in the PC initial call or in the agreement? How do you handle this if in the initial call they ask because they are comparing to other designers quoting a square foot fee?
If someone asks, I let them know it’s based on both the size of the room and the level of design.
What do you say when a PC is not comfortable with paying the whole project in 2 installments and when most of the job will be completed months later?
I have yet to run into this issue. The most important bit when discussing fees and payment terms is to be 100% confident. These are your firm policies. This is how it’s done. This is the industry standard.
If you are still getting push back, you may need to build trust by having the potential client call some references. Often a few happy client contacts will smooth that right out.
