Don’t let the internet fool you, every interior designer will have objections from their clients. Sometimes it’s in response to a material or finish you present them, and sometimes it’s an idea they bring to you that you don’t see as a good direction for the project. As interior designers we’re often walking the tight rope to keep our clients happy and create beautiful work we can be proud of. So today we’re sharing a proven method of overcoming your next client objection.
If these steps sound familiar to you, it’s probably because they’re commonly used in sales and service jobs across industries. The ones we’re sharing are tailored for interior designers specifically:
- Positive Reinforcement
- Recall Needs & Goals
- Leverage Your Expertise
- Recommend Change
- Reinforce Your Relationship
Don’t worry, we’re gonna help you make sense of how to use these steps and why. Let’s use the example of a client who has fallen in love with a paint color for their kitchen cabinets that you feel isn’t right for the design plan. Maybe it’s too safe, or boring, or just the wrong undertones for the room. Here’s an example of how using the steps above can help overcome your client’s objections.
1. POSITIVE REINFORCEMENT
Start by acknowledging your client’s comments or feedback and show an appreciation for their effort. We want to encourage our clients to stay active in the design process and the big picture goal for interior designers is always a happy client.
Try something like “I can see you’ve put a lot of thought into selecting this alternative paint color, and it does have a certain charm”.
If there’s nothing specific that you feel you can reinforce try a more open response like, “I’m happy that you care so much about the final paint color” or “I know how much this room means to you and it’s important to get it right.”
2. RECALL NEEDS & GOALS
Now we need to start laying the groundwork for the next few steps. This is all about telling your clients the “why” of the situation. This helps them understand your recommendations and thought processes. This is a powerful step connecting your feedback to your client’s original desires and makes a case for the change you want to see. It’s usually something compelling that you learned during the discovery phase of the project.
With our example paint color client, “You mentioned you wanted a bright and cheerful kitchen, and I love that idea because it’ll create a really inviting space for your family.”
3. LEVERAGE YOUR EXPERTISE
Now it’s time to let your experience shine! Tell them exactly what your concerns or issues are as simply as possible without making it personal to them.
Maybe it’s “This color you’ve shared is very nice, and it may come across a bit more neutral or understated than bright and cheerful.”
Let’s say it’s another client who’s showing you a sofa that doesn’t align with any of their inspiration or original goals, it could sound like “This is a gorgeous sofa, and it’s a big direction change from your original ideas and inspiration.”
4. RECOMMEND CHANGE
As interior designers our role is to help clients solve problems, so if you’re sharing a concern with them it’s helpful to always be ready with a solution or alternative.
In this case it might sound something like, “Let’s look at a few paint samples together to find something that excites you and meets your vision for the space.”
5. REINFORCE YOUR RELATIONSHIP
Let’s not leave this issue hanging, Step 5 is all about closing things up. Make sure your clients know that you’re there to help them and make their home dreams come true. Don’t overthink it – keep it simple.
Something like “I want you to have a kitchen you’re excited about and I’m confident we can find the perfect color to get there.”
WhAT HAPPENS IF IT’S NOT THAT EASY?
This can be one of those easier-said-than-done situations, and Steps 1-4 won’t always work so well as our example client. If you get to the end of Step 4 and your client still isn’t on board or aligned with your recommendations, you may need to go back to Step 2 and ask more questions.
Ask your clients to share more like where they’re coming from, what their goal is with their idea, what else are they looking for, or what your recommendations don’t have that they need. This is a great opportunity to uncover more information with the intent to help them solve their problem. And from there you can usually head back into Steps 3-5 where you’re now aligned with your client.
The good news about these steps is that they get easier and more natural every time you use them. Eventually you’ll find the patterns in your client interactions so you’ll be able to proactively identify and manage clients concerns like a seasoned pro. Are you ready to give them a try?
