Overcoming Objections - How to Respond When a Client Says You’re Too Expensive

Showing respect is the best method of persuasion.

— Ryan Nicodemus

So you’ve finally decided to charge what you’re worth. You’ve put together a clearly outlined proposal for your interior design services that is realistic and addresses exactly what it is your client wants and needs.

But still, the butterflies show up. You can feel the confidence draining from your toes. You know it’s a lot of money. But you also know this is what you need to tackle this project head-on. You have what it takes. Your biggest fear is your client will come back and say, you are too expensive, they can’t afford this, or it’s not in their budget.

When it comes to running your interior design business, you need tools to handle objections with confidence and that is still respectful. This can be hard even for seasoned interior designers.

Today, we are going to first, start to shift your mindset about what’s really behind objections and then give you tools for having conversations about money with your clients.

FIRST…IS IT REALLY ABOUT THE MONEY?

Sometimes it is. But not usually.

What if you started to get curious and try to understand the deeper reason for the “No”? What would you uncover? The way you respond to an objection can sometimes provide opportunities to uncover different reasons for the objections.

FIRST, IT STARTS WITH YOU

Are you convinced? Remember, what you believe about money matters. Are you sold on your service? Would you pay for it? Is it priced right? Do you KNOW you can deliver the results? If you can say yes to these, then it’s time to look at your clients.

3 COMMON UNDERLYING REASONS PEOPLE REALLY SAY “NO”

#1 Timing - Perhaps it’s really a timing issue. I’ve had clients pay for projects with money tied to the sale of a home, a bonus, an inheritance. Most people aren’t going to share those details with you at this point. But if you have a suspicion that timing is a factor, you may want to probe for more information. Just get curious.

#2 They aren’t sold on the process - Have you clearly outlined exactly how you’ll help your clients get from A-Z? Have you painted the picture for them in terms of benefits or have you simply said: Flooring ✅ Lighting ✅ Paint ✅ Furnishings ✅ - If so, you need to go back and paint the picture for them in terms of BENEFITS. Features without Benefits mean nothing.

#3 They lack trust in the results - Work on building authority, even if you’re just getting started as a designer. You have to be able to show your clients that you have what it takes.

How do you build authority? Expertise, Experience, and Testimonials.

Expertise - Have you gone to school for design? Taken a course on a specific aspect of design. Do you bring past expertise (psychology, finance, event planning, etc.) to the table that supports your role as a designer?

Experience - Even if you have only completed ONE project, tell a story about something you learned on that project or how you overcame an obstacle.

Testimonials - Testimonials will come with more experience. Most clients - assuming you’ve given them a great experience - will be more than happy to write a testimonial to support you. If you’re just getting started, don’t forget that teachers, mentors, or friends/family you’ve helped are all legitimate sources for testimonials.

3 WAYS TO HANDLE OBJECTIONS TO PRICING

#1 - Let them Off the Hook (kinda)

Here, you want to remind them of the opportunity they are missing so they may reconsider their decision. You will do it confidently but respectfully.

“Thank you for sharing that with me. I understand what it feels like to want something and feel like I don’t have the money for it. I respect that you have a better handle on your finances than anyone. I’ve been doing this long enough to know (demonstrates authority) that the fastest way to lose your trust is to try to push my services on anyone.

But I also know that if we were to work together, I can help you go from 
<Insert pain point using their words> to <Insert Desires in their words>. If in the future, you decide you’re ready, I promise to provide you with the most thoughtful, organized, and streamlined process to get you to the other side.”

#2 - Call Their Bluff

Going to give them an opportunity to share more about what may be the real reason.

Thank you for sharing that with me. I understand and I respect that you have a better handle on your finances than anyone. I have a quick question for you. I’ve been doing this long enough to know that people pay for what they value.

(Let them cast the vision) Example questions:
Tell me this, am I the type of person you want to work with?
Do you think that this service can get you where you want to be?
What is missing that you think would help you achieve the results you want?

#3 - Start with Incremental Services

Suggest starting with just the first stage of design - likely this would be the Concept Design Phase.

Thank you for sharing that with me. I understand what it feels like to want something and feel like I don’t have the money for it. I respect that you have a better handle on your finances than anyone.

What if we were to simply start with the Concept Design only. You will receive a color palette and design ideas along with a budget to work from, and a floorplan. This will give you the jumpstart you need for clear design direction. When I’m done, you can use this as a blueprint to design your own space, or we can help you with specific selections. How does that sound?

Remember, at the end of the day, these clients came to you because they saw something in you. They are already feeling overwhelmed and looking for a trusted creative guide to help them on their renovation/remodeling/re-decorating journey. When you step up with confidence and empathy, they are likely to appreciate your enthusiasm and reconsider their first response.