How to Craft the Ultimate Onboarding Experience as an Interior Designer

For Designers

Oct 13

Hey there, fellow
interior designer!

When it comes to kicking off your design projects on the right foot so you’re set up for success from the beginning, having a great onboarding experience for your clients is key. Below, I’m sharing a 3-step process to help you craft the ultimate onboarding experience as an interior designer.

Ready to go?

step one: streamline your process

The first thing you’ll want to do is streamline your process. If your onboarding process is confusing to you and your team, it’s definitely going to be confusing to your clients. You want the process of working with you to be as easy as possible for your clients so that they love their experience with you — and refer others your way!

Plus, streamlining your process will allow you to save time and stress and show up in better ways for your clients. It’s a win-win situation.

So, how do you streamline your process? Consider the following ideas:

Create templates for files you send frequently, like questionnaires and invoices.
Write email templates that you can customize for different clients and situations.
Get set up in platforms like Basecamp for communication and Ivy for invoicing.
Set up automations between your inquiry form and project management tool.
Share welcome information that covers FAQs with your client at the beginning.

recommended resources

IVY + Houzz How To

Client Questionnaire

Welcome Bundle

Client Communication Template

STEP TWO: make it easy for your client

Now that you’ve simplified things on your end, it’s time to make sure things are super simple on your client’s side. The work you’ve already done — setting up Ivy or Basecamp, creating automations, utilizing templates — will go a long way in simplifying things for your client.

However, there are a few more things to do to give them the royal onboarding treatment:

Tell them what to expect in terms of remodeling. This can be a stressful time, so give them advice on how to best navigate their experience.
Be upfront about billing, fees, and furnishing costs. The more clear the financial stuff is for your client, the better.
Walk them through the platforms you’re using (whether it’s Basecamp, Ivy, or something else) in case they’ve never used them.
Remember that what’s common to you may be brand new to your clients. Let them know what to expect for things like furniture delivery and appliance installation.

RECOMMENDED RESOURCES

Remodeling Your Home 101 PDF

Basecamp Welcome Letter

step three: let your client know what to expect

Now that you’ve let your client know what to expect for the beginning of your project (thanks to a welcome packet, remodeling advice, and budget examples) it’s time to let them know what comes next.

By letting them know how the full project will play out, you will manage expectations and keep your client from getting confused — or frustrated.

Here’s what to keep your client in the loop on:

Your timeline. Tell them when they can expect what, from initial concept boards to furniture delivery to flooring installation — and everything in between.
Keep them up-to-date on costs, whether it’s furnishings or contracted help.
Let them know of any delays as early as possible so they aren’t left wondering.
Make sure to let them know what you need from them in order to do your best work, whether it’s answers to a questionnaire or timely feedback on a mood board.