Indecisive clients are everywhere. It’s a pretty safe bet that you will encounter one (or more) at some point in your career. This week, we asked seven designers—Ashley Ayer, Tom Bartlett, Niki Cavallo, Susanne Lichten Csongor, Jessica Prier, Deborah Silver Fagel and Marissa Stokes—how they handle homeowners who have trouble taking the plunge.
Set Expectations
“It helps to set expectations from the very beginning with a clear and concise process. When you start with a very organized and professional direction, it builds trust with the client. While they may not trust their own selections, they begin to trust you. Outlining terms in contracts like ‘Two revisions included’ and ‘All sales are final once it’s approved for ordering’ really help set clear expectations. Showing the selections of the entire room while also presenting the whole house at once also shows them that you have thought through the details, and allows them to make informed decisions. A one-off selection tends to be overthought and questioned more.” —Jessica Prier, Birmingham Design House, Vestavia Hills, Alabama
Limit Choice
“The best way to deal with an indecisive client is to not offer [so much] choice. Do the work on establishing the best options for them yourself and present the outcome—or at the most, offer two choices. Pace is also key to keeping a project interesting as well as creatively inspiring, and it’s going to keep it running at better value for the designer as well as the client. I have found it very helpful to give a client a list of what choices they will be asked to make before a meeting, then present them with those design options at the meeting. Even if the list gets down to the minutiae, that really helps get the process moving along and gives a client prewarning of what is going to be asked of them.” —Tom Bartlett, Waldo Works, London
Stand Your Ground
“I provide photorealistic renderings to help alleviate indecision. But when it happens, it’s a lot of standing your ground with gentle reassurance. Sometimes it’s pausing on an item until they feel ready, but providing realistic ‘consequences’ of deciding later. For example, an item or design element can’t functionally be installed at a later date, and they miss out on that window of opportunity. Or by giving them other options—because bottom line, it’s about making them happy. It’s more about adjusting my expectations for what their needs are and being OK with it.” —Deborah Silver Fagel, Manor House Interior Design, Evanston, Illinois
Soft Edit
“As an interior designer, indecisive clients are simply part of the process—and often, they turn out to be the most rewarding to work with. Indecision usually stems from having too many creative ideas, inspirations and outside influences, all competing for a place in one space. My role is to edit and refine those ideas, offering a thoughtful, curated set of choices that work together while bringing a sense of calm and cohesion. Through this process, I help clients gain confidence in their decisions, guiding them toward selections that feel authentic to their vision and realistic for their budget. Within the first consultation, I’m able to identify their personal style, develop mood boards, and provide reassurance that their home can be brought to life exactly as they imagine: beautifully, with intention.” —Ashley Ayer, Ashley Ayer Interiors, Montgomery, Alabama
Build Trust
“The key is establishing a trustworthy relationship with your clients, with added focus and attention in the listening and learning phase. If the relationship is where it should be, there is comfort in letting the client know when you think the time has come for them to rely on your professional advice and opinion. Experience has taught me that the client feels relief at times when you step in—you won’t have to remind them that you were hired for this reason. But trust and confidence in your own professional opinion is critical. Without this, the cycle of indecision will never end.” —Niki Cavallo, Encompass Design Group, North Palm Beach, Florida
Visual Learning
“For an indecisive client, creating a curated visual narrative helps manage the process of making decisions. Historically, we have found that the clearer we make the process on the front end, the more comfortable new clients feel and the quicker they are to commit. And asking clients simple and engaging questions about their hobbies, their professions and significant moments in their lives gives us a framework to successfully create a bespoke concept for their project. Our goal is to give the client confidence and peace of mind through communication.” —Susanne Lichten Csongor, SLC Interiors, Boston
Keep It Simple
“With indecisive clients, my goal is to simplify the process as much as possible. I take time to clearly explain why specific selections were made and how they support the larger design vision. I focus on helping clients visualize the result so they can better understand how everything comes together. I’m never pushy; ultimately, I want my clients to feel confident that the decisions are theirs. My role is to guide, educate and support them so they can make informed choices and feel good about it.” —Marissa Stokes, Marissa Stokes Interior Design, New York
