Customer Relationships: The Experience Nobody Talks About
I recently saw an Instagram post from a small East Coast design firm. The first slide simply said:
"We don't work with jerks."
I laughed. Hard.
Clearly, someone had recently put them through the wringer, and the wounds were still fresh. But honestly? Good for them.
Setting expectations around how you work with clients (and what you won't tolerate) isn't always easy. Most of us get into design because we love creating beautiful spaces for people, not because we enjoy having uncomfortable conversations. But if you've ever had to fire a client, you know that boundaries 👏🏻 aren't 👏🏻optional👏🏻. They're necessary.
So, let's talk about a few things that won't fly around here:
Late-night phone calls or texts? They can wait.
Expecting me to drop everything because your project suddenly became an emergency? Also no.
Being rude to me or the tradespeople working on your project? Absolutely not.
Tirades while hiding behind a computer? Hard pass.
Formality. That may seem random, but I am super casual. Maybe it’s the SoCal in me, but if you don’t like casual interactions with some humor (and periodic, well intended sarcasm), I’m not your gal. And that’s ok!
Now that I've covered what I won't put up with, let's talk about what you will get in return.
You'll get honesty. Integrity. Decades of design experience. Clear communication. Reassurance when things feel overwhelming. And most importantly, you'll get someone who genuinely cares about creating a beautiful result and making the process as enjoyable as possible. (Who knows, maybe we’ll even become besties and we’ll meet up for wine nights periodically! Bonus!)
If I ever fall short of those things, I want to know. Seriously. Constructive feedback helps me improve. I may need a minute to recover emotionally (designers have feelings too), but I can take it.
The reality is that there are some things no designer can control. Products get backordered. Shipments arrive damaged. Manufacturers change pricing. Construction schedules shift. Delays happen. Trust me, those things frustrate your designer just as much as they frustrate you.
Because your project isn't just another job on my calendar. I care deeply about the outcome. I want to create a home for you. A space that supports your life, reflects your personality, and feels like a sanctuary. And when obstacles get in the way of that vision, I feel it too.
At the end of the day, successful projects are built on mutual respect. Yes, you hired me. But you hired me for a reason. You hired me because you wanted expertise, guidance, and someone to help navigate decisions that can quickly become overwhelming. My job is to bring knowledge, creativity, and problem-solving to the table.
Your job is to trust the process, communicate openly, and treat everyone involved with the same respect you'd expect in return.
When both sides show up that way, the experience is better for everyone. The project runs smoother. Problems get solved faster. And most importantly, we create something incredible together.
That's the kind of client relationship I'm interested in building. If you’re on board with that, let’s get started!
