As designers, we all encounter moments when a client situation doesn’t go as planned. You’ve worked hard, invested your time, and put together a stellar proposal, only to discover that the client wasn’t entirely forthcoming. It’s frustrating, disappointing, and—let’s be real—a little maddening.
So how do you handle this with professionalism and grace, without sacrificing your sanity or reputation? From my experience, there are two effective approaches to tackling this kind of situation. Let’s dive in.
Two Ways to Navigate a Tricky Client Situation
When faced with a client who hasn’t been entirely truthful, I’ve found that the best path forward is to focus on maintaining professionalism and clarity. Here’s how I approach it:
1. Reach Out Directly (But Gently)
Sometimes, addressing the situation head-on is the best option. However, it’s crucial to approach the client in a kind, non-confrontational way. Here’s an example of how you might handle this:
“I’m continuing to work with the office and noticed the apartment still seems to be leased. I completely understand that life takes unexpected turns, and it can be awkward to navigate these situations. Please know that it’s okay if circumstances have changed. I just want to ensure I’m supporting you fully, and if I missed the mark with my proposal, I’d love to know so I can improve. My work with the sales team is also progressing, and I want you to feel comfortable knowing anything we discussed will remain confidential.”
This approach acknowledges the situation without pointing fingers, giving the client space to clarify. It also keeps the door open for honest communication while maintaining a professional tone.
2. Focus on Your Relationships with the Sales Team
If addressing the client directly feels inappropriate or unproductive, shift your focus to the relationships you’ve built with the sales team or other stakeholders. These connections often lead to new opportunities, such as working with other residents or getting involved in future building projects.
Staying proactive and professional ensures that you remain a trusted and valuable resource, regardless of how things play out with the client.
Why Professionalism is Always the Best Approach
It’s tempting to vent or react emotionally in situations like this—I’ve been there! But taking the high road is always the better choice. Why?
- Your Reputation Matters: How you respond to challenges reflects on your brand. Grace under pressure leaves a lasting positive impression.
- Stronger Stakeholder Relationships: Building trust with sales teams, building managers, and other professionals in the industry can lead to more opportunities than one client ever could.
- Keeping the Door Open: You never know when a client’s circumstances might change, or when their network might recommend you. A calm, professional approach ensures you’re still in the running for future projects.
Turning a Setback into an Opportunity
I firmly believe that every setback comes with a silver lining. Here’s how to make the most of situations like these:
1. Refine Your Processes
If this experience taught you something about client communication or contract details, use it to improve. For example, adding a clause that protects your work—ensuring you’re paid for design boards or research regardless of the project’s outcome—can save you time and stress in the future.
2. Strengthen Stakeholder Relationships
Leverage the connections you’ve made. If the sales team in the building is excited about your work, suggest ways to collaborate further. Host a meet-and-greet for residents, sponsor a building event, or provide exclusive design services for tenants.
3. Repurpose Your Work
Don’t let a great design board or proposal go to waste. With proper confidentiality measures, elements of your work can become part of your portfolio, shared on social media, or adapted for another project.
4. Keep a Positive Mindset
It’s easy to dwell on the negatives, but try to focus on the bigger picture. Sometimes, difficult clients reveal themselves early in the process, saving you from greater headaches down the road.
What I’ve Learned from the Design Community
In our Interior Design Community, many designers have faced similar situations, and their collective wisdom is invaluable:
- “Never ever chase a client,” says @moonstoneinteriors. “Keep your dignity and move on. If they didn’t have the decency to tell you what the problem was, let it go. This is on them, not you.”
- @patricklandrumdesign advises: “Your relationship with the past client is over. Focus on the sales team. Let them know what the client said to you, and be honest if asked. It’s not your problem if the client wasn’t truthful.”
- @ecinteriors offers encouragement: “While this door has closed, it’s creating space for bigger and better opportunities. If the client was dishonest, imagine the challenges you avoided by not moving forward.”
- @interiorsbyjustdesign reminds us: “If they want to hire you, they will. Following up once is good, but beyond that, let it go. A client who values your work won’t leave you guessing.”
These insights remind us that it’s often better to let go and focus on building stronger, more reliable connections.
Final Thoughts: Grace and Growth
When a client lets you down—or outright misleads you—it’s hard not to take it personally. But every situation like this is an opportunity to refine your process, strengthen your reputation, and open new doors.
By addressing the situation directly or shifting focus to stronger opportunities, you’ll show the professionalism and resilience that sets great designers apart.
Remember: one lost client doesn’t define your success. How you handle these challenges does.
What Would You Do?
Have you faced a similar situation? How did you handle it? Share your stories and insights in the comments below—we’re all here to learn and grow together.