Kitchen & Bath Business - February/March 2016 - 20

Industry Viewpoint

Trials and Tribulations
S o l u t i o n s t o Yo u r B i g g e s t
Kitchen and Bath Challenges

timing will stay more consistent with the original plan.
"It's better to talk to the team first if a problem comes up, rather than the
client," added Graham Sollecito.
This strategy allows the team to come up with several different tactics to
handle an inevitable problem before explaining it to the client. If the client
knows there is a backup plan, he/she will feel more assured about the design
process and less perturbed if timing or price changes.
"Give them an estimate of what the issue is,"advised Silva, explaining that
he would rather give the client a higher estimate and a lower actual cost in
the end. "I give them two numbers: what I think it will be and a number to
cover myself just in case."
Even suppliers are included in the issue of teamwork, since they can also
affect the timeline with a delayed delivery. If there is a problem with the
manufacturer, look elsewhere. It's all about the connections that are made,
and an unreliable supplier can reflect badly on the designer, so choose wisely.
BETTER PRESENTING

Before the design process begins, an initial consultation is required to spark
the relationship between the designer and client.The panelists explained that
not everyone who walks in is a potential client, but in that consultation look
for a connection of some sort.
When you move on to presenting ideas to clients, start with what they are
familiar with. Sites like Pinterest and Houzz can help gain a sense of who
your clients are and how to design for them.
"In presenting to your client, keep in mind that each one is different," said
Bustamante. "Don't present the same to everyone."
Some wary clients will need more explanation than inspiration, while open
clients may want more than one idea.A popular method is presenting the design
in layers, so that the client does not become overwhelmed. First, show the overall
floorplan, then the positioning of each aspect of the room, and then explain the
materials in each room.That way there is an organic movement to the presentation.
While working on the presentation, be sure not to underbid yourself. Find
out what you need to earn by plugging in your property, crew, insurance and
any other expenses to your business. Decide from the start that you will use
good contractors and pay their price without question; something is always
sacrificed with a smaller cost.
"It's absolutely about charging what you're worth,"said Kussmaul."You're
bringing an experience to the table, so be willing to charge for that."

HILE THERE IS NO ONE

for having
the perfect design experience, some guidelines and tips can help
along the way. Kitchen
& Bath Business Executive Editor Chelsie
Butler spoke with panelists Tom Silva of This Old House; Gloria Graham
Sollecito, AKBD, of Artful Kitchens; Reva Kussmaul of Eye for Detail, Inc.; and Nar Bustamante
of Nar Fine Carpentry during a recent KBIS session to find out their secrets to success.
ANSWER

LANGUAGE BARRIER

Most clients often fail to understand all that's
involved in the design process. When they change
a tile pattern or a sink choice, they may not realize
that means a change in timing or price. By fully
explaining the consequences, you can work better with the client. You, as the professional, are in
charge, so make sure to present that groundwork.
Difficulty with a client can also be avoided by
budgeting properly before even signing a contract.
In an initial discussion, give clients the cost of
materials and itemize them so they have a better
idea of where they are headed. Explain how you
charge before you move forward.
Once everything is down on paper, the client
may be less likely to make a change.The team can
also help by not suggesting changes to the client
without also referring to cost and time.

KEEP UP WITH TRENDS - ONLINE AND OFF

BETTER TEAMWORK

Communication is also key with the entire team.
By having a clear idea about who is doing what,

BY ERINN WALDO

In a world dominated by Internet ratings and glorified designs on TV,
the best way to survive is to be immersed in the online culture. Consumers now go to the Internet first, and the main keys to a good website are
easy-to-find hours and contact info, as well as quality photography. Once
they choose online, clients will still visit the showroom to have that touchand-feel experience.
Give those clients the look they want by keeping up with trends - read
magazines, attend tradeshows and pay attention to social media. Research
products and make sure that the product not only looks and feels good but
also will work for a long time. And perhaps most importantly in today's
culture, stay on top of your own social media and put your best face forward.
"Be able to have your social media and company represent who you really
are," said Bustamante. "Be the time your client gets to you, you need to be
the same person."

Kitchen & Bath Business / FEB.-MARCH 2016 / KBBONLINE.COM / The official sponsor of KBIS (KBIS.com)

http://www.KBBONLINE.COM http://www.KBIS.com

Kitchen & Bath Business - February/March 2016

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