From timelines and budgets to preferred communication style, setting boundaries is important to any client relationship. This week, we asked eight designers—Nicole Arruda, Latisea Calton, David Charette, Trevor Ciona, Curtis Elmy, Ashley Mutch, Valerie Peña and Genevieve Webb—how they establish limits and set expectations with clients.
Early and Often
“Setting boundaries is foundational to a successful and collaborative design process. From the outset, we define the scope of work, project timelines and communication protocols to establish clear expectations. We rely on scheduled milestones and check-ins to ensure clients have structured opportunities to provide input and ask questions without disrupting the design flow. By setting these boundaries early, we create space for creative problem-solving, focused execution and an experience that allows our clients to feel supported and confident at every stage of the project.” —Genevieve Webb and Ashley Mutch, Feather Hill Interiors, Stevenson, Maryland
Stick to Email
“We rely heavily on client correspondence to ensure we have all we need to be their best designers. We rarely share our cell phone numbers so that we can control the correspondence in a more organized way. Texting is not always the best way to communicate when so many details are being discussed, so we often will redirect to email to ensure we are managing communication effectively and efficiently. A personal connection with our clients can form rather quickly—which is important to us, as it helps the project long-term. We know texting is most people’s preferred way to communicate; we just try to keep texting to basic information and shift to other means of communication when getting into the finer details and needs of the client. Once you share your cell phone number, even when you emphasize ‘business hours,’ you are certain to be getting texts at all hours and every day of the week. We also don’t like ignoring people, and emails [generally come with] an understanding that responses are not always instant. Mistakes can happen too easily if you are making financial decisions while ordering lunch or at the hair salon.” —Trevor Ciona and Curtis Elmy, Atmosphere Interior Design, Saskatoon, Saskatchewan
Baby Steps
“At this stage in my practice, I prioritize being as accessible as possible to my clients. I understand that creating a home is deeply personal and often requires flexibility, so I make myself available whenever needed. Customer service is just as important as having great design taste—it builds trust and ensures clients feel supported throughout the process. While I haven’t established strict boundaries yet, I believe that being available and responsive is essential to delivering exceptional service.” —Valerie Peña, Valerie Peña Studio, New York
In Writing
“A good contract is a great beginning. We explain the design process and what to expect, providing definitions of industry terminology. Our team also tries to avoid using acronyms—especially for first-time clients—because we want to demystify the process and help our clients truly feel like partners. By earning their trust, it really opens up communication and allows for candid and helpful discussions about respecting each other’s time. We aim to be as accommodating as possible, but our job is to give them the best design, so we do explain our boundaries regarding texting, our business hours and weekends. Of course there’s some flexibility, but we strive to establish this at the outset of working together. A key point that we reinforce is that we work by email. It’s OK to text and WhatsApp, but we use a paper trail of email. Our team also makes sure to provide lots of updates and information, which helps to manage expectations regarding timelines. Another ‘boundary’ is reminding clients that we’ve had scope creep. And if they’ve gone outside of what’s outlined in the contract, we politely remind them that it’s not part of the original agreement. When clients want to exceed their budget, they of course have the right to do it, but we will need to get it in writing. For example, if the original sofa was $30,000 and they’ve now opted for the $50,000 sofa, we document that request and change in writing. That’s where an email trail really helps because it ensures that everyone is aware of changes that have been made.” —David Charette, Britto Charette, Miami
Level-setting
“We value our clients, and part of this meaningful relationship starts with clear expectations from the get-go. It comes down to consistent communication surrounding timelines, budget, project scope, revisions and many more details! Every designer has their own approach to a project, which is why we treat our clients as if it’s their first time working with one (even if it isn’t). By doing so, we’re able to clearly define every stage of the project, ensuring clarity and eliminating any potential gaps along the way. Ideally, boundaries are always honored. But when they’re not, a polite reminder and a face-to-face conversation can be the perfect way to reset and get things back on track!” —Nicole Arruda, Nicole Alexander Design Studio, New York
Transparency Is Key
“When it comes to setting boundaries with clients, I believe being transparent and proactive about my hours of operation, days off and availability for additional support is important. I do this by communicating clearly through a variety of channels including email, our website and in a detailed agreement during onboarding. Doing so, I ensure consistent communication that fosters a strong, professional relationship based on mutual understanding.” —Latisea Calton, MLEE Home Decor & More, Jacksonville, Florida
