→ ADMIN ←
How do you share project files with clients?
I send all files over email via PDF files.
Do you have a spreadsheet or resource to look at project timelines that will help indicate when you can start taking on more work?
Use the Forecast Revenue Pipeline to schedule out projects.
Agenda/Notes/Next Steps – is this an internal document & to be used as talking points at the client meeting or something printed and given to the client to go over with them at the meeting?
I create an agenda for the meeting, that we print or include in the PDF presentation. We then take notes directly into that agenda during the meeting, then I clean it up and send it to the clients as meeting minutes.
I was wondering if your conceptual design and detailed design phases were both still 6-8 weeks long even for new builds?
No, my phases are longer for build/Reno. I need more time in design, and the contractors need more time to prepare bids. I keep it somewhat flexible to scale to the size of project & speed of contractor quotes.
→ CONCEPTUAL DESIGN PHASE ←
I’m a little confused by the ‘line-by-line investment amount’ mentioned in the conceptual phase. I’ve always presented budgets by room (and thought I understood the Standard to also recommend this). Can you clarify?
The ‘line-by-line investment amount’ is provided during the Conceptual Design Meeting (and signed off on in Exhibit B) to show the clients how we get to the total investment amount. This is an example investment amount – not tied to actual selections yet, but tied to the layout and scope of the project. It’s more accurate than the investment estimate (Exhibit A) given prior to signing the design agreement – and what we commit to holding to when we dig into selections and proposals. In the Detailed Design Meeting, I present pricing only by room, not by item.
What do you typically allow (is there a standard percentage) for accessories and artwork in the Conceptual Design Phase investment?
Typically 20% of the investment is for art and accessories. In the ‘line-by-line investment amount’, I tend to outline larger items to break up that number a bit. IE 60” art over mantle is $8k and coffee table accessories are $3k, etc.
How do you deal with existing furnishings and accessories that the client wishes to use?
I take all of the dimensions and make sure that it fits with the design. I do not charge less in my design fee for a partially furnished room because it is just as much work to work with existing pieces as it is to start with a blank slate. I have no problem saying to a client, “You know where this would look great? I noticed there’s a guest bedroom with an empty wall.” or, “this is going to send us in a different direction than we discussed” if there is something that isn’t working for the design.
You said you don’t send client images to prevent being shopped, but aren’t you sending them images via the mood boards?
Yes, the singles images are on a PDF with many other images/furnishings that are in the room making it more difficult to reverse Google image search the item.
What’s the agenda on Trade Day?
We review and clarify the scope of work with each trade, one at a time. We go over high level plans, elevations, inspiration images, finishes – whatever we have pulled together thus far – and discuss design intent as well as feasibility. My goal is to clarify feasibility, talk through best options and get ballpark estimates from the Trades to present at the Conceptual Design Meeting. My clients are invited but not required to attend Trade Day.
Sandra, do you have just one particular trade you would use to quote and get details of a job (ie: one electrician, one contractor, one carpenter for millwork or built in, etc)?
I have some areas where I only have one resource (window treatments, wallpaper installer, etc.) and others where it may make sense to have a few options (GC’s, architects, etc.). Clients often want more than one bid when doing a large renovation, so knowing a few good GC’s in your area is key.
→ DETAILED DESIGN PHASE ←
As you are presenting the design board for each room, do you also have a separate spec sheet for each item with a larger image of the item, dimensions, etc. ? Or just the image on the full vision board?
I only provide the image on the design board with the rest of the items so they can visualize the entire room. I give them all the client facing specs within the proposal. The proposals do not include images, vendors or item numbers.
→ PURCHASING AND EXECUTION ←
How do I address lead times with clients?
I shared the following sentiment and links with my clients earlier this year but think it would still be valuable to you and your clients now. Check it out:
We are running into lead time issues and price increases, and it’s not just us. Price increases are part of a larger economic situation – of which, I’m sure, you are well aware.
And, a few weeks later, another note to those clients that just aren’t getting that it’s not at all personal…
We appreciate your patience as we navigate these new waters. We are running into lead time issues and price increases, and it’s not just us. Unfortunately, experts are saying that it probably won’t go away any time soon. We appreciate your patience as we navigate these new waters.
Of course, update language and search out a more relevant or up to date article as needed.
We have a client that REQUIRES us to provide him with vendor links to every recommended product so he can “research it” before buying. How do we tell him that that’s not how we work?”First, things like a client requiring you to do anything shall be banished. This is your business and you now have a strong design agreement and great boundaries. Any potential client that came through with that request would be sling-shot out of my office like the pile of red flags that it is.
But, prior to the Standard, you may have some clients that think they make the rules. Be kind, kind, kind – yet firm. Let him know that you’ve done the research for him – that’s your role as the expert in this capacity. Let him know that providing links to items is no longer in alignment with your business model, as that is proprietary information (obviously, you need to work under the terms of your current contract until that ends).
I have a client who refuses to purchase a piece of furniture without sit testing it first, how do you handle this?
I let potential clients know up front that they will be purchasing based on images & samples only, and that these to the trade items are not available for sit testing. If they aren’t on board with that from the beginning, they aren’t a fit. They need to purchase from a retail store or find a designer that offers shopping with clients in design centers.
What would you do if most of your furnishings were ready to be delivered except that one item that was pushed out drastically?
I will install when I have about 90% of the room’s furnishings and we’re at the timeline that we’ve been targeting. I let my clients know of any outliers. I always prefer a complete install if possible.
Do you send things like lamps, pillows and accessories to your receiver?
I try to send as much to the receiver as possible. I’ve covered myself with the freight to be able to do this. I don’t have enough storage space and if it’s sent to me, the responsibility is on me to check for damages and transport, etc.
In what program do you keep a running list of items for your Punch List?
I provide two options: you can keep this in the Punch List schedule resource provided in Module 4 or the task in the Full Service Process Asana template called “Punch List”.
