Spacecrafting
With rising housing costs, more Americans are choosing to stay put. In fact, according to a recent survey from real estate brokerage company Redfin, more than two in five (43%) Americans renovated their home in the last year, and another 33% plan to renovate in the next year.
While many homeowners consider a remodeling project as one of the most important investments they will ever make, the process can still come with sticker shock. Vujovich Design Build, a long-standing design-build company in Minneapolis, is no stranger to building relationships with new clients and communicating the value of their services, even when estimates change during a project.
To ensure you can best communicate your value to both prospective and current clients, Christina Rymer, senior design director at Vujovich Design Build, shares some of her tested strategies for success.
Build Trust With Your Client
For Rymer, one of the most important building blocks in a strong remodeler-client relationship is trust. “Whether it’s one room or an entire home, [a remodel] is a significant investment, and it’s emotional on many levels,” she says. “Beyond the financial commitment, there’s the time involved, the disruption to daily life, and the confidence needed to make countless decisions along the way.”
One of the best ways to inspire trust in a design-build partner and help clients remain confident in their decision to embark on a remodeling project is by assuring them that they are in the driver’s seat. “I always remind clients that this is their home. Our role isn’t to tell them what to do or when to move forward; it’s to guide them through the process and help them make informed decisions that align with their goals. While sharing examples of past projects is helpful, the real value comes from helping clients understand how the remodel will improve the way they live every day, enhance the long-term value of their home, and provide them with a trusted team that’s with them every step of the way,” Rymer says.
Another key is listening. Getting to know clients on a more personal level and making them feel heard goes a long way in building trust. “I can’t say it enough—really listening to what clients want and understanding how they live in their home is where everything begins,” Rymer stresses. “I love getting to know our clients because every project is personal. When people feel heard, they feel comfortable sharing what’s important to them, and that allows us to create spaces that truly reflect their needs and lifestyle.”
Avoid Surprises From the Get-Go
Bo Carlock/Spacecrafting
Despite your best efforts and communication, some clients might still experience sticker shot at initial project estimates. Rymer has a few strategies she employs to avoid a client feeling surprised during budget talks.
“Throughout the design process, we’re continually discussing budget and providing ballpark estimates based on similar projects, the scope of work, and the level of finishes the client is considering. Our goal is that by the time we present the final project estimate, it aligns closely with the expectations we’ve built together. We want signing the contract to feel exciting; not surprising,” she says.
Ultimately, however, clients may still want to make adjustments to the original plan, and that’s ok. For Rymer, the value-engineering process is something she enjoys. “It’s not about sacrificing the design; it’s about prioritizing what matters most to the client and finding creative ways to achieve the same overall vision,” she says. Sometimes that means selecting alternative materials, phasing parts of the project, or reallocating the budget to the features that will have the greatest impact.
Help Clients Prioritize
Spacecrafting/Bo Carlock
Almost every industry professional knows that even the best laid plans can go awry. The team at Vujovich Design Build frequently renovates historic homes, and hidden problems often reveal themselves as the walls come down. This can lead to additional expenses incurred, which can surprise and stress clients not familiar with the remodeling process.
“The key is communication,” Rymer explains. “When something unexpected arises, we explain exactly what was found, why it needs to be addressed, and present the available options. Based on our 50 years of remodeling experience, we often determine there’s more than one solution, each with different cost and performance considerations. By walking clients through those choices honestly and transparently, they remain part of the decision-making process rather than feeling like something is happening to them.”
The Bottom Line
As a design-build professional, you know the value you bring to the table, and approaching each project and client with intention will help everyone else understand it, too. By maintaining open communication, transparency, and consistently following through on your word, you’ll not only build trust and confidence with clients throughout the design process, but you’ll also be a partner they can return to again and again.
Read this next: 4 Tips to Help Designers Secure Repeat Business
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