The Client Experience

Last October, I had the opportunity to attend the Design Biz Retreat. DBR is organized yearly by Design Biz Survival Guide, a podcast for interior design professionals with a focus on the business side of things.

I will be sharing a few of my takeaways with you. It was a two-day retreat, so keep in mind these points are super duper summarized. I will split them in multiple emails. 

“The Client Experience”

Brand

• Your brand should evoke an emotion.

• You are not your brand. 

• Once you define what your brand should feel like, then every aspect of your business should reflect that: from your initial email to installation day. Everything should be consistent. 

Communication

• When writing emails, use “we” and “our” even if you are a one person show.

• Set expectations with your clients since the very beginning. We will send reminders for xyz, we do not text, we will call each other during regular business hours, we send invoices on the 1st and 15th of the month, etc. Have all of these listed in one document, so they can easily refer to it. 

• Anticipate expectations. Call before they call. 

Team Culture

• Celebrate milestones. It doesn’t have to be a huge celebration. For example, bring tacos for everyone the day framing is complete.

Presentation

• Do little things that make a big impact like bringing a treat for their dog when you stop by. 

• Keep level of service and attention to detail consistent all the way to the end.

• On the delivery and install day, have everyone in the team wear company hats or t-shirts so others on site can easily identify you.

Experience

• It should be predictable, constant, emotional, and memorable.