Navigating client relationships is a crucial aspect of any interior design project, particularly when moving from a structured project scope to more ad hoc consulting. A designer recently shared a challenge in the community that highlights a common but complex issue: what happens when a client’s behavior shifts mid-project and pushes the boundaries of the agreed-upon working relationship? Here’s how to address these situations effectively, with tips on setting expectations and redefining agreements to protect your time and maintain professional value.
The Challenge: When Clients Take Control and Change the Scope
Imagine starting a project with a new client where both parties agree to an initial 40 hours of design work. You’ve outlined the process and expectations, but those 40 hours are quickly used up with minimal progress due to the client’s indecision and constant re-sourcing of options. Now, instead of allowing you to continue with the design process, the client starts sourcing their own pieces and asks for your input—without a plan in place for how to charge for this “quick advice.”
This situation is all too familiar for many designers, especially those who are new to private practice or transitioning from other design-related fields. Without a defined consulting structure, these scenarios can lead to frustration, miscommunication, and blurred boundaries.
Key Strategies for Handling Shifting Client Dynamics
1. Establish Boundaries and Communication from the Start
Setting expectations at the start of a project goes beyond discussing the timeline and deliverables. It’s essential to outline what happens when clients need extra time or deviate from the planned workflow. Many clients do not realize how much time and effort goes into the design process, especially when their indecision becomes a significant factor.
Tips for Clear Communication:
- Outline Hours with Milestones: Specify how the initial hours will be used. For example, “10 hours for concept design, 15 hours for sourcing, and 15 hours for presentation and revisions.” This helps clients understand what each phase entails.
- Discuss Client Accountability: Include in the agreement a note about how delays or indecision may impact the timeline and additional costs. A statement like, “Client indecision or changes may result in additional billable hours,” can set the tone.
2. Reinforce the Value of Your Consulting Services
When clients begin sourcing independently and seeking your opinion, it’s important to shift to a consulting structure. This prevents your time from being undervalued and ensures you’re compensated for your expertise.
Implementing a Consulting Agreement:
- Add-On Consulting Services: Introduce a clear hourly rate for consultations outside the original agreement. Communicate that quick reviews, opinions, and sourcing input are valuable professional services.
- Sample Script: “I’m happy to review items and provide my feedback to ensure everything aligns with the project. For these consultations, my hourly rate is $X, and I’m available at the following times.”
3. Maintain Transparency with Regular Updates
A lack of communication can lead to clients being surprised when project hours run out or when invoices are higher than expected. To keep everything transparent and maintain trust, send regular updates about how hours are being used.
Practical Ideas for Transparency:
- Weekly or Biweekly Check-Ins: Send emails summarizing how many hours were spent that week and what was accomplished. This keeps clients aware of progress and how their behavior may be impacting the timeline.
- Meeting Recaps: After each client meeting, send a follow-up email summarizing discussions, decisions, and next steps. This documentation acts as a reference point, minimizing confusion or disputes.
4. Redefine the Agreement When Needed
If a client continues to shift away from the original agreement, it’s time to pause and have a conversation. Present options for how to move forward, whether that means continuing under a consulting fee or resuming the full design process with their commitment to being decisive.
Tips for Reestablishing Boundaries:
- Set a New Scope: If the client wants to source their own items and ask for your feedback, present an updated agreement outlining these terms.
- Offer an Honest Conversation: Say, “I want to ensure we stay on track and meet your design goals. Here’s how we can move forward: as a consultant at my hourly rate or by resuming our structured design approach.”
Best Practices for Preventing Future Issues
To avoid these issues from the start, it’s essential to establish processes that reinforce your role as a professional and set boundaries that both you and your clients can rely on.
1. Create a Comprehensive Design Agreement
A strong design agreement lays the foundation for clear expectations. Outline deliverables, fees, and responsibilities. Include sections on what happens when timelines shift due to client actions and how additional hours will be billed.
Key Clauses to Include:
- Resourcing and Revisions: Detail how many rounds of revisions are included and what happens if more are needed.
- Client Delays: Mention that extended timelines due to client indecision will result in additional fees.
2. Offer “What to Expect” Guides
During the initial client onboarding process, walk them through a guide on what to expect at each project stage. This will make them aware of how their engagement impacts the overall timeline and cost.
Content for the Guide:
- Stage-by-Stage Breakdown: Explain what clients should be prepared to do at each step, such as decision-making during sourcing.
- Common Pitfalls: Note how changing their mind frequently or requesting multiple revisions can affect the schedule.
3. Bill for Consulting Work Regularly
For ongoing projects where you may need to pivot to consulting, establish a system for billing consistently, such as monthly invoicing for ad hoc advice and feedback. This practice helps maintain professional boundaries and ensures that your time is paid for.
Example Invoice Statement:
- “Consultation on sourcing items and feedback provided between [dates]. Total hours: X, billed at $X/hour.”
Insights from the Community
Here are some valuable insights from fellow designers who have navigated similar challenges:
- @jeannieandresen_: “When a client takes over sourcing, it’s important to set clear options. Present consulting fees or reaffirm the benefits of the full-service design approach for better results. This conversation can redirect the client back to a more effective workflow.”
- @curatedbychrissy: “Flat-rate models with set revisions can help manage expectations. If a client deviates, consider revising the agreement or parting ways amicably if necessary. This keeps the project professional and sustainable.”
- @annetteguzmanruiz: “Stand firm on your boundaries. Clients may not understand the behind-the-scenes work and hours involved, so re-educate them when needed. Lay out step-by-step solutions and explain the impact of indecision on their timeline.”
Moving Forward with Confidence
Handling client scope changes and indecisiveness is part of the learning curve in interior design. By setting clear expectations, having transparent billing practices, and knowing when to adjust the agreement, you can maintain control and uphold the value of your services. Remember, every project is an opportunity to refine your processes and strengthen your business practices.
Have you experienced similar challenges in your projects? What strategies have worked best for you? Share your insights and continue the conversation with fellow designers.