The New Normal: Managing Expectations

“High expectations are the key to absolutely everything.” - Sam Walton 

“We expect excellence because our clients expect excellence.” - Dane Austin 

Last month we explored the concept of setting intentions. This month we’re focusing on managing expectations - for our clients, for our industry partners, and for ourselves. We strive for excellence and we’ve set the bar high. We understand that creates high expectations. How do we deal with that?

COMMUNICATION IS ESSENTIAL

In our initial conversations with clients and industry partners, we ask a series of questions to help us pinpoint the best way for us to serve you. As we begin to collaborate, we share our systems and Signature Design Process (SDP) - The VIP Experience. It helps us - and you - when you thoroughly read and understand our methods and proposals. We review these documents with you.

Just as we wouldn’t know how to perform surgery or an opera, we don’t expect you to know everything about what we do or how we do it. Also, there is a little bit of magic that happens in transforming your spaces. It requires a leap of faith and trust. We’re more than willing to earn that.

The relationships with our clients and our industry partners are paramount, so clear communication around our collaboration together is vital. Our SDP includes weekly emails, and meetings, whether by phone, online, or in-person, to move projects forward. We’ve pivoted to online presentations and meetings whenever possible, however, sometimes touching a fabric, or viewing the way colors and textures feel next to one another is irreplaceable and often most efficient.

Our office administrator schedules the time for meetings and phone calls. She manages the calendar for our teams since we are often on the road or on-site. This process benefits our clients and trade partners as it allows us to fully be prepared and focused on each project during those phone calls and Zoom meetings. We are proud of our listening skills.

In order for us to produce the best outcomes for our clients, there has to be an understanding about what we expect from you, and what you can expect from us. 

WHAT YOU CAN EXPECT FROM US

• Passion for excellence

• Deep listening & interpreting your vision

• Fearless creativity

• Dedication to collaboration

• Operating with honesty & integrity

• Making a difference in the lives of others

• Compassion & a positive attitude

• Protecting your privacy

• Client service & results above all else

We shared a post by another interior designer about working during the global pandemic. Even when we’re not experiencing a pandemic, setting and managing expectations (and intentions) is an important part of our practice.

WHAT WE EXPECT

• Compassion

• Cooperation

• Collaboration

Your compassion and understanding when the project doesn’t move at the pace you want it to, or when items are back-ordered, is greatly appreciated. We prefer that our projects are collaborative - with input from our clients and industry partners - but that requires attention and agreement on the part of all stakeholders. In the event that a meeting is postponed or canceled because of pressing matters (and the pandemic), please realize that this changes the timeline for your project. Your cooperation creates a sense of comradery and congeniality that we embrace. Rarely do we receive carte blanche and a blank check, although repeat projects often engenders that kind of confidence. Trust in our process and expertise is vital--it’s okay to relax and let us do what we do best.

We look forward to hearing from you, whether you want to talk about this Journal post or to discuss a project you have in mind.