Creating a Stress-Free Experience for Your Clients
October 12, 2023
On our latest From the Tap podcast, we spoke with Anna Graham of Anna Graham Interiors in Annapolis, Md. The designer finds joy in creating a stress-free process for all her clients, which sounds like a great way to make everyone on the project happy.
From the beginning of her career in 2018, she created this stress-free process and has been honing it along the way. She believes each project is different and that there is not a one-size-fits-everyone way to do things. Some clients want to be totally involved, and some like to take a step back.
The designer takes us through her process in a new-build project, which she says is a different beast from a remodel. The clients were having a challenging time communicating with the builder, so Graham’s role is to be the liaison between both parties. It is a bit of a tightrope walk, to say the least, and the goal is to appease everyone.
Before each project begins, she determines the needs of the clients by looking at inspiration photos, visiting the home and learning what they don’t like about their current spaces. She even asks a question about what kind of toothbrush they use – electric or manual – among several others.
Graham also helps the husband and wife get on the same team if they are not at the beginning, and she wants to know if her clients can make decisions quickly or if they agonize over decisions. Either way, she will make the process as stress free as possible.
She provides an extremely detailed scope of work so her clients know how much the project will cost. If they need to make drastic changes down the road, she reminds them how many hours have already been used and how many more it will take to complete.
Graham believes communication is key and shares her tips for getting to the point without overwhelming her clients. She uses several methods, including simple texts to Google Sheets. The designer shared her advice for others wanting to craft this kind of experience for their own clients.
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