How To Handle Challenging Clients: 3 Red Flags To Look For Before Accepting An Interior Design Project
Have you ever taken on an interior design project knowing that your client will be difficult to work with? Maybe they’re trying to negotiate your prices, demanding discounts, trying to go back on their word, changing the terms in the contract, or worse.
To be honest, I think we’ve all been in this scenario - especially as a new business owner. It can be so hard to see past the opportunity of a new paying client (or maybe you’re not new to business, but you’re still grasping at projects to pay the bills… don’t worry, I have advice for you, too).
I wanted to share this post to remind you that working with a red flag client is never worth the stress. Truly, working with someone who is impossible to please, demanding, or outright rude to you is not worth the experience or the money. So today I’m sharing some major red flags to look out for before signing on with a new client, tips for how to handle challenging clients before and during a project, and how to position your business so you never need to feel desperate for projects again.
Interior Design Client Red Flags
Let’s break down a few common red flag behaviors and why you should not tolerate them in your business:
I’m not talking about asking a few questions about your fees here - I’m talking about the leads who blatantly tell you that they will not pay your prices, or try to offer you a sleazy deal if you lower your prices “just this one time” (read more about my experience with this exact situation here).
This behavior is unacceptable. By trying to negotiate price, your potential client is demeaning your work, your expertise, and your professionalism. They do not see the value in your work, and if you give in to the negotiation, you are agreeing with them! By lowering your prices (without removing tasks from the project), you are undermining your own authority and devaluing your services.
2. Demanding discounts or refunds on your design fee
Clients who demand discounts on your design fee or on trade items are crossing the boundary of your professional design services. You need to remember (even in the very beginning of your business) that you are in charge of this project, not your client. Similar to negotiating prices, when you give in to your client, the power dynamic shifts drastically - allowing for a snowball effect of new demands.
3. Trying to change the terms of a contract once already signed
There is a time and place to adjust the terms of a contract - before it is signed. And this is exactly what you would do with a potential client before starting a project. You will discuss the project goals, budget, timeline, and more before you officially choose to partner together. If it’s a good fit, you go ahead and sign the contract.
But if a potential client signs to the original terms, and then starts asking significantly more from you than they should, such as dramatically changing the project timeline or budget, this is a major red flag.
Unfortunately, once you’re already midway through a project, there’s not much you can do besides following through on your end and holding firm boundaries. Keep reading for how to handle challenging clients before and during a project.
How To Handle Challenging Clients Before A Project
As you gain more experience, you will begin to notice if any potential clients are showing those red flag behaviors. I always say trust your intuition here. If you’re not aligning with a potential client, don’t move forward with them. It is never worth the headache and anxiety of working with a red flag client.
However, I also recommend taking a moment to evaluate what is really going on. Not all similar behaviors are clear red flags that should stop you from taking on a project - for example, if a client asks more detail about your pricing structure, or how you source your trade furniture, that doesn’t mean they are trying to negotiate. It doesn’t mean they’ll be difficult to work with throughout the design process. So, slow down and consider the following three items first:
3 Key Ways To Stop Red Flag Behaviors Before Signing A Client
Organize your business systems.
Set clear boundaries .
Establish yourself as the authority in the relationship.
It’s likely that using organized business systems, setting clear boundaries, and establishing yourself as the authority will solve the problem with your potential client. Not all clients are trying to challenge you or give you a hard time.
As your business grows, you’ll be able to weed out the actual red flag clients from the ones who are just trying to ask questions or learn more about how your services work.
How To Handle Challenging Clients During A Project
If you’ve already signed on with a client who demonstrated red flag behaviors, you’re probably going to face difficulties throughout the design project.
To be honest, once you lose authority and respect from your client by negotiating your prices or allowing them to make demands outside of the contract terms, you can’t really come back from that. I’ve been in this position myself back in the early days of my design business, and I’ve coached hundreds of women through this exact situation.
The most important thing to focus on is doing everything you can to regain some control and stand firm on your business decisions. It will be an uphill battle, but sometimes you will be able to gain back the respect of your client and finish the project strong. I recommend two critical points in this situation:
Stand firm in your boundaries
Your confidence and sense of authority in your own business is absolutely crucial to your success (read more about how to run a successful interior design business here). I can not stress how important it is for you to create firm boundaries in your client relationships and uphold them when necessary. As soon as you give in to unreasonable demands, you will lose the respect of your client, and they will continue to ask for more.
2. Refer to the contract when necessary
Remember that the contract is a legal document intended to protect you from unreasonable demands or restrictions from your client. But it’s also meant to serve them - holding you to high standards as well. When all other communication fails, refer to the terms of the contract.
Of course, it’s not always black and white, but this is exactly why having a very detailed contract is an essential part of running a successful interior design business - disputes will come up, and you need to be prepared.
→ Need an expertly designed residential design contract (+editable template)? Head over to my group for interior designers, Design Business Secrets+ to grab it today!
How To Structure Your Business So You Don’t Have To Accept All Projects
So by this point, you’re probably wondering how you can get to the point in your business where you don’t need to accept all projects that come your way (or spend a ton of effort hunting down new leads!). I have a solution for you.
I realized early on in my interior design business that I didn’t want to have to network to get clients, or post all over social media, or send tons of cold pitches. I wanted my expertise to speak for itself and bring the qualified leads straight to me.
So, I streamlined my marketing efforts to bring in a consistent flow of qualified leads, month after month. Now, I teach this method to women who are looking to start and scale their interior design businesses.
Head over to my group for interior designers, Design Business Secrets+, to learn more about how I can help you create your dream life - earning a full-time income while working part-time hours as an interior designer!