11 Red Flags You Shouldn’t Ignore
Have you ever found yourself in the middle of a project with a client who has completely taken control of the process and the terms of engagement?
Chances are, you missed some red flags at the outset of the projects. Had you paid attention to them - and more importantly addressed them - early on you could have avoided entangling yourself with a toxic personality. How do I know? Well, I’ve been there.
The best projects are successful when clients are flexible, recognize you as the expert, and above all - they trust you.
You want to keep an eye and ear for red flags during Discovery Calls and Consultations. Ideally, before you’ve entered into a lengthy design process. This doesn’t mean interviewing them and asking strangely overt questions.
Spotting red flags can be pretty clear if you know what to look for. And when you do, they aren’t necessarily deal-breakers. But you should pay attention, approach the red flag with curiosity, and ideally a gentle conversation.
One red flag is worth a brief and honest conversation. Two or more deserve taking the time to slow down and have a frank conversation about your concerns. If that feels hard, remember to always make it about your client. Remind them that you want the best for them and explain what it is you need from them to make that happen.
Ignoring red flags can have dire consequences that can cost you money, risk your reputation, and a tremendous amount of anxiety.
Here are the 11 Red Flags you must not ignore with any new interior design client.
1. EXPECTING DISCOUNTS
It’s not the end of the world if a client asks about discounts. Before the age of the internet, getting “designer discounts” was considered one of the perks of working with a designer. Some people ask because it’s a habit or they have been told to expect it. We tell our clients, product discounts are the exception, not the rule and are vendor-specific. The red flags only occur if the client scoffs that you don’t offer discounts after being educated on how you work.
2. BEING INFLEXIBLE
Now more than ever, being flexible is critical to a successful project. Yes, you have the expertise and can set expectations for timelines and product availability, but you aren’t a magician. There are so many aspects of a project you simply can’t control. A great way to get a sense of your client’s ability to be flexible is to review the process of a project and set expectations that things will inevitably change. Get acknowledgment from them that they understand what’s ahead.
3. BEING IMPATIENT
Great projects take time. A client who pressures you for an abbreviated timeline doesn’t understand what it takes to see a project to fruition. Educate them on the process and get their buy-in to do what it takes to do things right vs. fast.
4. ABSENTEE VOTE
If you are working with a couple, it's important that both decision-making parties must be involved from the very beginning. The problem if you don’t, is that you can have conversations and decisions made that get challenged after the fact. That will cause the project to slide backward instead of progressing forward. Insist that both parties will participate in the Consultation, and all subsequent design meetings.
5. THE INDECISIVE CLIENT
The ability to make decisions is critical for a project to progress. You can include a question about this in your questionnaire (not the intake form) that is sent before the initial consultation. If a client indicates they struggle to make decisions, you’ll want to talk it out. Additionally, you can set a timeline for a client to provide feedback after major milestones such as a Concept Design Reveal or Design Presentation.
For example, if you present on Thursday, give the client until Monday to provide final comments. If a client can’t do this, they risk losing their position on your design calendar. Set milestone dates and time limits at the outset of a project. Reiterate your policy for feedback in your client agreement.
6. THEY ARE THE EXPERT ON EVERYTHING
Do you know the guy (or girl) who knows it all? This doesn’t need much explaining. If you’re dealing with a “Know-it-All”, they are likely to also be controlling and inflexible making it hard for you to maintain control over their project. Save yourself the headache and pass on this personality. If they are the “Expert” on everything, they should have no problem doing it themselves.
You’re better off saving your energy for someone who values your opinions and expertise!
7. CANCELS OR RESCHEDULES MORE THAN REASONABLY EXPECTED
Now more than ever, we DO need to be flexible around rescheduling especially when it comes to illness or covid exposure. Beyond that, someone who cancels on you last-minute “because they had something come up at work” doesn’t value your time and is disrespectful of you. Use your judgment. Your client should know at the outset of a project how important it is to keep their dates with you if they want to keep their project on track.
8. DISPARAGING ABOUT A PAST DESIGNER THEY’VE WORKED WITH
If a client is negative about a designer they have worked with before, it’s a good idea to understand why. Start by simply getting curious. It’s very possible that they did in fact have a legitimately poor experience. Hear them out and use your judgment. Let your instinct be your guide.
9. NON-RESPONSIVE
The best results happen when your clients are engaged in the process. If you find it is difficult to get responses from them, it can dramatically slow the process which hurts both of you. That said, chances are your client hired you because they are busy individuals. Make it easy for them by streamlining your communications. At KBID, we send a weekly email on Friday with all our questions, comments, and a clear list of what we need feedback on. We ask for a reply by Monday so we can hit the ground running again.
10. NEGOTIATES EVERYTHING
If a client attempts to negotiate with you about your communication policies or your agreement you need to be firm. You have put a lot of thought and consideration into these to ensure a successful project. They are for the benefit of both you and your client. When you set the precedence of being willing to negotiate, the rest of your experience together may look the same.
11. DISREGARDS YOUR BOUNDARIES
Having healthy professional boundaries like working hours, texting policies or a set weekly schedule is important to maintain control of your projects and your sanity. Include this information in your Welcome Package and be sure to check in with your client early to make sure they are on board.
Remember, red flags aren’t deal-breakers. They are invitations to be curious. Oftentimes clients just need a little education about the process and why things work the way they do. Stay in the driver’s seat and aim to educate and inspire. It’s only if a client is non-responsive or insistent on doing things their way, should you make your exit plan.
Can you think of other red flags? Comment below to share!
Note: Part of today’s post was originally featured on the Podcast “Designer’s Getting Coffee”. You can listen to that episode here.
