Even the strongest client relationships can be tested by miscommunication. In interior design, where emotions run high and investments are significant, small misunderstandings can quickly escalate into larger conflicts. Preventing miscommunications- and knowing how to resolve them when they occur- is a critical skill for every designer and firm principal.
Misunderstandings often occur not because of bad intentions, but because:
The best way to handle miscommunication is to prevent it from happening in the first place.
Capture as much information as possible during onboarding:
The more information you gather upfront, the fewer misunderstandings arise later.
A well-crafted proposal sets the tone:
This document serves as your shared reference point throughout the project.
Using tools like the Four Stripes Design Roadmap, Design Deck, and Finish Schedule allows both you and the client to reference the same data, reducing the risk of misaligned expectations.
For every selection, change order, or major decision, secure written approval. This protects both parties and provides a paper trail if disputes arise.
Don’t wait for clients to ask for updates. Schedule regular check-ins, especially before major phases begin or after significant milestones are reached.
Even with the best preparation, issues can still arise. When they do:
Clients may be frustrated or emotional. Your role is to stay composed, listen carefully, and avoid defensiveness.
Ask open-ended questions to fully understand the client’s concern. Often, clients may be reacting to incomplete or misunderstood information.
Return to your proposal, contract, approvals, and project records. Facts help resolve disputes more quickly than opinions.
When possible, research possible solutions to a problem before presenting the problem to the client. Focus on finding a path forward rather than assigning blame.
This approach helps preserve trust and collaboration between you and the client. It demonstrates your professionalism and problem-solving skills; for your client, it fosters confidence in your ability to manage challenges constructively.
After the issue is resolved, review what led to the miscommunication. Can intake processes, documentation, or client education be improved for future projects?
Pro Tip
Invest time in documenting every approval, change, and decision. A clear paper trail not only prevents disputes but also demonstrates your professionalism and keeps both parties aligned from start to finish.
