In the field of interior design, understanding the types of clients is the foundation for successful project delivery. Interacting with different personalities can lead to conflict situations. If not managed correctly, this will negatively affect the progress and results of the project. In this article, digital marketing agency WGG will tell you how to effectively deal with conflicts, which are an inevitable part of the work of an interior designer.
Types of Clients
- Demanding Clients
These clients know exactly what they want and expect impeccable execution. They can be critical to detail and expect a high level of professionalism.
Such a client may insist on revising the layout several times to ensure that everything matches their vision.
How to Work
Be prepared for frequent discussions and adjustments. It is important to demonstrate your competence and be ready for changes at all stages of the project.
- Indecisive Clients
These clients are often hesitant and may change their minds as the project progresses. They may have difficulty making decisions. For example, such a client may change the color palette or style of furniture several times.
How to work
Help them navigate. Provide clear recommendations and options to choose from. Regular discussions and visual examples will help you move forward faster.
- Emotional clients
These clients are subject to strong emotions that affect their perception of the project. They may make decisions based on their mood.
How to work
Try to show empathy and maintain a calm and friendly atmosphere. Let them know that their opinion is important, but also adhere to professional boundaries.
Causes of conflicts
- Misunderstandings
Conflicts often arise due to insufficient communication or misinterpretation of the client’s wishes.
Solution: Clear and transparent communication at all stages of the project. Using visual materials and detailed explanations will help avoid misunderstandings.
- Expectations
A gap between the client’s expectations and the real possibilities of the project.
Solution: Regularly clarify expectations and project boundaries. Set realistic deadlines and budgets from the start.
- Budget constraints
Disagreements can arise when the client’s expectations exceed the agreed budget.
Solution: Discuss budget constraints early in the process and offer alternatives that fit the client’s financial capabilities.
Techniques for dealing with conflicting clients
Dealing with conflicting clients requires a special approach and skills that will help resolve the problem and maintain the client’s trust.
- Active listening
It is important not only to hear, but also to understand what the client is trying to convey. Clarifying questions will help you better understand their needs.
Example: If the client expresses dissatisfaction, try to find out what exactly is bothering them by offering several solutions.
- Negotiation and compromise
Conflicts can often be resolved through negotiation when both parties are willing to dialogue and compromise.
Example: Offer the client a compromise solution that takes into account their wishes, but also meets your professional recommendations.
- Manage Expectations
Clearly defining the scope of the project from the start will help avoid disappointments.
Example: If the project requires additional costs or time, discuss this with the client in advance to avoid unpleasant surprises.
Conflicts and the Bower Method
One of the effective methods is the incident resolution technique developed by Sharon and Gordon Bower. It offers a clear algorithm of actions that allows you to resolve conflicts constructively.
It is based on a sequence of four steps: description, expression, offer and reward. Let’s look at each of these steps using the example of a typical conflict situation when the client is dissatisfied with the project deadlines.
Description
The main goal of this step is to describe the situation objectively and without emotion. It is important to avoid accusations and reproaches, focusing on the facts.
Example: “When signing the contract, we focused on a certain volume of tasks, which was changed after the start of work. We estimated the revisions and corrections, but not in as much detail as was necessary. Therefore, at this stage, we are not ready to move on to demonstrating the project – some tasks are not completed.”
This stage allows you to acknowledge responsibility for what happened and outline the current situation.
Expression
At this stage, it is important to express your emotions and show that you understand the client’s feelings. This helps establish an emotional connection and demonstrates your desire to solve the problem.
Example: “We understand that you wanted to launch the system this week. On behalf of the team, I deeply apologize for not being able to implement the new project requirements on time.”
This allows the client to see that you have put yourself in their shoes and understand the importance of completing the work on time.
Proposal
The next step is to propose a specific action plan to solve the problem. It is important to describe in detail what steps will be taken to fix the situation.
Example: “We will implement the remaining features by the middle of this month. Next time we will work on the tasks onshore and the estimate will be more objective.”
Here you show your willingness to take responsibility and propose a specific solution that will satisfy the client.
Reward
This step consists of offering the client specific benefits that they will receive if they agree to your plan. This can be a guarantee of success, a discount, or another incentive.
Example: “By the middle of the month you will receive the full version of the functionality, despite the fact that it differs from the first version of the technical specifications. We will not charge additional fees for the revision and will not allow such miscalculations in the assessment of deadlines in the future.”
The reward shows the client that you are ready to compensate for their inconvenience and ensure the successful completion of the project.
The Bower Method helps to resolve the conflict and turn it into an opportunity to strengthen the relationship with the client.
Examples of successful interaction
For a better understanding of how to apply theoretical knowledge in practice, let’s look at several real cases.
Using the example of working with demanding, indecisive and emotional clients, we will show how the right approach and effective methods of interaction can lead to the successful completion of projects, even in difficult situations.
Case 1: “Working with a demanding client”
who usually manages no more than three projects at a time, faced a client who demanded regular progress reports and constantly proposed changes to the project. To avoid misunderstandings and conflicts, Anna decided to maintain a clear plan and schedule, which she regularly discussed with the client. Thanks to systematic discussion and suggestion of alternative solutions, it was possible to establish a trusting relationship and complete the project at a high level.
Anna notes: “I usually take on no more than three projects at a time. I make a plan and schedule, keep track of purchases and delivery times.”
Case 2: “Successfully Resolving Conflict with an Indecisive Client”
I worked with a client who had difficulty making decisions on a project. He often doubted, changed his mind, and postponed approving important details. To help the client move forward with confidence, Alena used Google Sheets to organize all proposals, visuals, and notes. She regularly discussed various options with the client and provided clear recommendations, which helped overcome the client’s hesitations and successfully complete the project.
Alena says: “I always ask how the client heard about me and enter the data into a Google Sheet.”
Conclusion
Working with different types of clients requires flexibility, patience, and excellent communication skills. Understanding their needs and the ability to handle conflict situations will help you complete the project at a high level and leave the client with a positive impression of you. And the best digital marketing agency in Dubai is always ready to provide you with a free consultation and help with the development of your business.
