Personal Story: I didn’t take “No” for an answer.
Today I want to share a story about fighting for a project. When I talk to designers about following up with prospective clients, one of the things you’ll often hear me say is, “It’s not a ‘No’, until they actually say, ‘No’”.
Meaning, just because someone doesn’t get back to you doesn’t mean they don’t want to hire you. Often people get busy with day-to-day life and appreciate it when you follow up with them.
However, today I’m going to share a quick story about a time recently when I didn’t take “no” for an answer and how that turned out.
A few months ago, I received a new client inquiry that really excited me. It was a historic renovation of a home in my beloved old neighborhood. The clients had a realistic budget and timeline. I deeply appreciated their respect for the age of the home and wanting to modernize it for their family without losing the historical charm and character.
Prior to our call, I did a little research (per usual) including pulling up the public information related to getting the home put on the historical register.
Then we did the usual...hop on the phone for a Discovery Call. The homeowner was lovely. I felt like we really connected. Having lived in the same neighborhood before, I understood why they wouldn’t settle for just moving to a bigger home. We also have kids the same age so I “get” what a home needs to be orderly and function well for a bustling young family.
We listened to what she wanted and learned more about the project. She appreciated that we had done some research and that we also shared her love for historic homes. We wrapped up with our usual call-to-action...an invitation to book an In-home Consultation.
She verbally agreed and we followed up with our typical email to book and pay for the consultation. A few days later I noticed that she hadn’t completed the booking. So I followed up and this was the response I received:
Kate,
Thanks for reaching out! I apologize for my delay in communication. We didn't want to sign up for a consultation session without committing 100% to the entire process.
I think we've decided to go with a designer that our builder has worked with before. It was a really hard decision, especially because you and your team seem so amazing at what you do! It was wonderful to meet you over the phone; and I will definitely recommend you to anyone who is looking for interior design.
All the best,
X
It was an honest and kind response, but I was gutted. We hadn’t even had a chance to meet in person!? I really wanted that project. I didn’t respond right away because I knew I wanted to think about my reply. As the day went on I thought to myself, “No...I want this.”
So I decided to try something new. This was my reply:
Hi (name withheld),
I appreciate you want to find the best fit for you and your project. I’m not one to “fight” for a project typically but every now and then a project comes through our doors that really lights us up as designers. Yours is one of them. :)
If your decision is not final I would respectfully love to still be considered for your project. We would happily offer a 1 hour complimentary consultation followed up with a proposal.
I’ve enjoyed many successful relationships with builders, architects, and contractors over my career and assure you I would aim to build a solid relationship with you and your team.
One contractor left this review: “working with Kate on this job it was one of the most pleasant kitchen remodels I’ve completed. She is very detail oriented and organized, all while designing with the client.”
I would welcome a phone call if you would like to discuss or schedule a time for us to come by.
Respectfully,
Kate
Truth be told, it was a very vulnerable email. I didn’t want to come across as too eager. I certainly wasn't. I had more work than I knew what to do with and was turning away several projects a week. But I really liked them and knew it would be a fun project.
Long story short, she accepted my offer for a complimentary 1-hour meeting. I met her and her husband, talked, and I gave them a proposal. They ultimately accepted my proposal even though they have to wait over a month to start work together.
Here’s the moral of the story. Yes, having systems and processes in place is business Zen. But sometimes you have to be willing to stretch and bend a little to make things work. If you want something really bad and you’re willing to work hard for it, show you clients your enthusiasm and don’t be afraid to get a little vulnerable.
Sure...they could say “No”.
But what if they say “YES!”?
Finally, when a client says “No”, try to understand why. In this case, she gave me a clear reason which allowed me the opportunity to counter it. If a client says no, don’t be afraid to ask why. Perhaps you haven’t addressed their real concerns yet or painted the picture of what it would be like to work together.
