Last month I spent a morning having surgery. It wasn’t an emergency or life-threatening, but anytime you’re lying on a table under anesthesia, it feels invasive and a little stressful. And weirdly, it reminded me a lot of running a design business.
Before anyone picks up an IV, hospitals have systems. Every step is intentional. Each person (God bless nurses) had a clear purpose, and every touchpoint was designed to make me feel informed, calm, and cared for. I also realize those steps exist to make sure they don’t cut open the wrong patient or get sued, but stick with me.
From check-in to recovery, the experience was seamless. Everyone I met confirmed what I was there for and made sure I could explain it myself. When we were waiting, I knew why and what would happen next. It felt redundant and almost silly at times, but it gave me confidence knowing each team member knew who I was and what I was doing. When it was time to go into the operating room, the nurses and doctors created a warm, confident atmosphere that somehow made a literally sterile environment feel almost fun. I didn’t have to manage anything, question their expertise, or have time to worry. My only job was to stay calm and let them do theirs.
The Overlap Between Medicine and Design
That morning got me thinking about how our clients feel when they work with us. The design process can be intimidating and unfamiliar. There’s jargon, long timelines, decisions, and plenty of moments where they have to hand over total trust, along with a lot of money.
As designers, we spend most of our time solving problems, managing details, and putting out fires during implementation. It’s easy to get lost in the creative flow and the constant troubleshooting that comes with every project. But service matters just as much as skill. Clients need to feel guided, not overwhelmed. They need to know what’s happening next, who’s handling what, and that we’re confident in the process.
In the OR, I wasn’t expected to understand every detail of the procedure. I just needed to feel certain that the people around me did. I’ve never met a surgeon who didn’t exude confidence, and that energy sets the tone for everyone else. It reminded me how much leadership in any setting depends on that same calm assurance. When we show up confident, our clients can relax and trust us to do what we do best. It doesn’t have to feel stiff or serious either. The team in that room was joking, smiling, and still completely in control. It was confident and fun, which is exactly the energy I want to bring into my own projects. They may feel stress or discomfort during a remodel, but they shouldn’t also feel anxious that things are out of our control.
We talk a lot about creativity, but true professionalism comes from clarity. When people feel cared for, they relax, trust you, and let the work shine.
We talk a lot about creativity, but true professionalism comes from clarity. When people feel cared for, they relax, trust you, and let the work shine. That morning reminded me that great service isn’t about perfection or polish but about making people feel safe, seen, and supported while you do the thing they can’t do themselves.
Why I was There?
The short version: I have a rare condition called Idiopathic Subglottic Stenosis (iSGS). It causes scar tissue to form in my trachea, narrowing my airway and making it harder to breathe. There’s no clear cause, it’s not hereditary, but it’s most common in women between 30 and 50. The only treatment is a minor procedure every year or so to remove the scar tissue with lasers and steroid shots.
I share this because I spent years being misdiagnosed with asthma and lung issues before finding an Ear, Nose, and Throat doctor who recognized it. If you’ve started to feel breathless for no reason or sound a little Darth Vader-ish when you breathe, ask to be scoped by an ENT.
Fizzles & Sizzles
Rebecca's Fizzle
I was hoping to get some press for my Soulful Riverfront Modern project but the freelance PR team wasn’t able to get it placed. So I guess I’m doing my own starting with this 5-part series on IG!
Rebecca's Sizzle
After a slow Summer, business picked up with some cool projects so I pulled the trigger and hired a Studio Coordinator. More to come but I’m so excited!!
Shaun's Fizzle
My bucket was *so full* after High Point Market, especially after our Meet the Podcasters Panel. It was a bit of a let-down to come back to real life again once I was home.
Shaun's Sizzle
Last year I bought a gold and jade ring when I went to the Philippines, and earlier this year it went missing. I thought it was lost for good, but I found it in a moving box and I’m so happy to have this souvenir of my trip back.
