Guest Bedrooms...

While Guest Bedrooms are a great place to sneak a style that maybe one of the descision makers would rather not see on a day to day basis there are a few considerations that those of us who end up being guests would like you to remember.

First, we may likely be on a different time and blackout lining on your curtains would will help us sleep.  Treatments should be placed far enough outside the frame and with large enough overlaps to stop light leaks.  4 inches should be used as a good start.

Second, many decorative fabrics (especially with metallic or less expensive polyester) tend to be rough and scratchy.  The reverse of the Duvet cover should not be done in it.  You can save money too by using a nice sateen lining.  Even if you expect the guest to sleep under the sheets the Duvet may still rub against chins.

Third, decorative pillows (especially multiple layers of them) need to have a place that they can be removed to.  I would suggest a chest at the foot of the bed.  This will also allow additional bedding to be stored in it in case the guest requires it.

Have another tip?  Leave a comment or send me an e-mail.

The proper tools...

Make sure that before you go out you have what you need.  This doesn't mean just pens and forms (which would be really embarrassing to show up without), but also information.  If you don't know before going out to see someone what they are likely to select then you need to do more homework.  Even if you work on an initial consultation model where nobody expects to make decisions on the first visit wouldn't having beautiful fabrics in the style that they like be handy to make a solid impression and guarantee your continued relationship?

Very frequently I will be told that the flooring is going to be changed, the paint is going to be redone, the furniture is not there or will be replaced.  Also it is usually accompanied by the suggestion that I come out and design everything without any input.  In the event you are in the same situation I suggest that at a minimum you get them to e-mail you pictures of the existing areas and find out what they had that they will be replacing.  Either you will learn what they like (as most people tend the replace with a similar style/color) or at least you will learn what they didn't like about what they had.

Remember: Eliminating a bad choice can be just as good as finding a good one.

Think about what you need to know and have before you set out.  My list is something like this:

Tape-measure
Pens
Forms
Phone/GPS/Camera/Calculator (with pictures of prior work)
Pricing information
Fabric Samples in the correct color/style/price range
Alternate Samples in the most popular style/color/price range
Basic hardware book

AND

Knowledge of necessary completion date
Understanding of scope of the work
History of customer's prior work and experiences
Customer's confirmed address and alternate contact information

There will always be other options, different fabric, more trim, etc.  But if you have all of the above everything else can be worked around.

Oops...

There once was a client who required that every item have some special touch.  Each special touch had to have an extra detail.  Each detail had to have a unique twist.  Price was no object.  To those of you who are new to the field those last four words might sound miraculous.  To those of us who have been around they are dreaded. I will go into the unique challenges presented by clients with a near unlimited budget on a different day, remind me if I forget.

So, this individual wanted special tie-backs.  None on the market were exactly right, he handed me a drawing, and from there I said we would create them.  This led me in turn to a glass blower.  I have not yet received permission from him to tell the world of his skill, but if you need a glass blower I know the guy.  That being said we embarked on a months long quest to design the perfect 22K gold inlaid black glass finials.  Sample after sample, design after design, modification after modification, and finally we had it.  Six panels, each with two double tassels.  We would need 24.  I don't know if you have ever worked with glass before, but it is actually quite a bit tougher than you would expect.  He struck one on a table to show me.  Even still we decided that we would make a couple extra...

Good thing too, here is what remained after the install was completed:

Moral:  You might think about saving a few bucks by not getting that extra ring, yard of fabric, or hand blown glass finial, but at the end of the day what will the final cost be?

This morning's reminder...

Not everyone you will help will be able to afford all the work they would like to have done.  When faced with a legitimately interested client up against a hard budget how do you proceed?

I was helping a very nice repeat customer this morning.  We had done a pair of drapes and a matching Roman Shade in her kitchen, and she wanted four chair pads and four place mats in the same fabric for the kitchen as well as four pillows for the adjoining living room.  Her budget was quite modest and despite doing my best to find ways to reduce the price I just wasn't going to be able to find a way to lower it enough.  At that point we decided that purchasing the fabric alone and securing the final pieces in the same dye-lot was the way to go forward.  This way when she is able she can have portions done piecemeal and not worry about the fabric being unavailable.

So often we focus on the big picture that it is easy to forget that not all rooms need to be done in one fell swoop.  With a little bit of creativity or flexibility at the end of the day you still will have a happy client who will likely do work with you again in the future.

Some other thoughts on how to reduce the cost typical items:

Decrease fullness.
Eliminate trim or banding.
Reuse existing inserts.
Substitute double welting for French nail head trim.
Slipcover as opposed to reupholster
Contrast line where an expensive self lining is called for

Have a good tip to add?  Comment or e-mail.

It's not my fault...

There will be many times when there are issues beyond your control.  Fabrics are back-ordered even when you reserved them, the back order is pushed back, the back order is pushed back again, the fabric arrives damaged, the wrong fabric is sent, you are short shipped, the fabric is discontinued...and once even I have had a fabric lost at sea.  There is a school of thought that if you can speed production and the client takes delivery at the same time there is no need to alert them and risk the order.  I would advise against this.  What happens when the fabric is pushed back again or discontinued entirely?  What makes customers most upset is the feeling that they were left in the dark.

I suggest always calling the customer as soon as you know.  Only wait for confirmation or a concrete answer from another company that they have the same goods and can ship (or something like that).  Once you know you should call, remind the customer that you are just as upset as they are, and work together to decide what to do.  If you have done things properly then you should have already talked about an alternative in their house when placing the order.  Let them decide between waiting (assuming a back order) or switching to the alternate you had pre-selected.  Empower them don't simply inform them.  You will find that an informed customer is much more likely to use you for future projects, even in the event that this one falls through.

Pro-Tip...

When a customer tells you they have the fabric already selected and asks you to bring the book don't assume that they know the price.  I will be very surprised if the client I see tomorrow knows that the sheer they have "selected" is over $100/yd.

If you know what the intended fabric is always look up the price in advance; and if you don't already KNOW that the client is comfortable with the price pull an alternative.  Even if they decide to spend the money they will appreciate you doing the homework, and if they don't want to...you already have an alternative for them to consider on the spot.

If you want to know how it turns out tomorrow shoot me an e-mail or leave a comment.

The most basic of advice...

They say you only have once chance to make a first impression.  That is true, but I find that in this business I there are at least three first impressions.  At some point a potential client is going to have to learn of you.  This could be through a referral, your web site, advertisement, etc.  I don't expect anyone to call for an appointment if the work you have done for their friend is poor, if your website is unnavigable, or the phone number is incorrectly listed in your ad.

The second "first" impression is going to be your initial phone conversation.  I cannot stress how important it is to call quickly and to during a reasonable time.  I suggest you call every client within 24 hours of getting their information.  Call no earlier than 10:00am, and call no later than 7:00 (even that may be stretching it).  Don't call on Sunday or on major holidays, and if you get an answering machine LEAVE A MESSAGE.  Document the date and time of your calls.  If you leave a message and don't hear back call again in a day or two.  Sometimes people lose your number or can't understand the recording.  If you don't hear back from the second call wait a week (they could be on vacation).  If after three messages they don't call you back then don't keep calling.  If they are interested they will get back to you.  I have had people cal back 6 months or a year later stating that now they are ready to begin.

The third "first" impression is when you arrive in person.  Nothing tells a customer that you don't value and respect their time like showing up late (except maybe not returning phone calls).  While some parts of the country believe that 5 minutes early is 10 minutes late others expect you to arrive exactly on time and not surprise them before they are ready.  In general the earlier the appointment the less acceptable it is to show up early.  That being said leave your home or office early.  Arrive early.  You can always wait around the block, but if traffic is bad (as it always is in the DC metro area) that time might be needed.

So, in review.  Call in a timely fashion, leave messages, arrive on time.  If you also return calls in the same manner you will have a big lead on your competition, far too few people do the above.

If I forget remind me some time, I think a discussion of artistic vs. professional appearance is another good topic.