Let’s be real—working as an interior designer can be one of the most rewarding careers, but it doesn’t come without its challenges. Often, the cause of project hiccups and client dissatisfaction boils down to unmet expectations. Think about it: how many times have you felt disappointed or frustrated because things didn’t go as you imagined?

I’ll admit it—I’ve faced my fair share of these situations, too. Here are just a few examples:

• I was let down when I realized that building a simple bench in my backyard would be way harder than I initially thought.

• My husband was frustrated when his favorite restaurant ran out of roasted chicken.

• I was disappointed when UPS didn’t deliver my package on time.

• I was annoyed when a contractor took weeks to send me a quote.

Expectations are a double-edged sword. When they’re not met, we’re often left feeling disappointed or stressed out. These are the situations that bring about frustration, and the same happens in interior design projects. If clients’ expectations aren’t managed properly, it can quickly lead to a failed project or a dissatisfied client.

Understanding Disappointed Clients

Think back to the times a client was unhappy with a project—what were the reasons?

• The sofa arrived in a single cushion, not three, like in the picture.

• The delivery was late or a piece was damaged.

• The invoice was higher than they expected.

• They didn’t realize you charge for certain services.

• A vendor left muddy footprints in their house.

• The lead time on custom pieces was longer than anticipated.

All of these frustrations stem from one thing: the client’s expectation wasn’t set properly. Either they didn’t understand the process, or they weren’t informed about potential challenges, which led to unmet expectations.

While some disappointments are unavoidable, there’s a lot you can do to prevent those disappointments from derailing your project or damaging your relationship with the client. Proper communication and proactive steps can save the day.

What to Do to Prevent Project Failure: Setting the Right Expectations

The number one step to avoiding project failure is setting clear, honest expectations from the start—and consistently following through on them. Here’s how:

1. Establish Open Communication Early On

Be upfront about the potential bumps in the road. For example, during the initial meeting, I always tell my clients:

“I’ve been doing this for a long time, and in all that time, there’s never been a project without a hiccup. Don’t be surprised if something goes wrong—we’ll tackle it quickly and find a solution when it happens.”

Why this works: By setting this expectation early, I’m preparing the client for the possibility of issues, so when they arise, they’re not shocked.

2. Ask About Their Past Experiences

If a client has worked with designers before, ask them how that experience went. This question can uncover a lot of helpful information about their expectations, likes, and dislikes.

Example:

Designer: “Have you worked with a designer before?”

Client: “It was okay, but the designer kept showing me options that were way out of my budget. I did like the renderings, though. But their invoices were confusing, and I didn’t understand how they billed for services.”

Why this works: From this, we know they value clear and transparent billing, want to stick within budget, and like to see detailed renderings. This information is gold for setting expectations and ensuring we’re on the same page.

Setting Clear Expectations Across the Project

Once you’ve gathered this info, it’s crucial to communicate effectively throughout the project. Here are a few common client disappointments—and how to prevent them:

Late or Damaged Deliveries

• What to do: Set expectations from the start that things might go wrong, and you’ll address it swiftly when it happens.

• How to communicate: “Nothing goes smoothly 100% of the time. There’s always a chance something might be delayed, damaged, or arrive incorrectly. But I’ll take care of it right away if that happens.”

Higher-than-Expected Invoices

• What to do: Be transparent about your hours and services. Avoid scope creep by sticking to the quoted hours unless you discuss changes with the client.

• How to communicate: “If we need to go beyond the agreed-upon hours or add additional services, I’ll always check in with you first and let you know how it will affect the cost.”

Long Lead Times (12-16 Weeks)

• What to do: Educate clients early about lead times for custom pieces and other items that may take longer to arrive.

• How to communicate: “Custom furniture can take up to 16 weeks to arrive. I’ll include the lead times in the proposal, and we’ll discuss all options so you’re aware of any potential delays. If you’re looking for quicker alternatives, I’ll present those too.”

Unexpected Charges

• What to do: Create a fee schedule and share it with clients upfront.

• How to communicate: “Here’s my fee schedule that includes all the services and associated costs. This way, you know exactly what to expect.”

Tools to Help Set Expectations

I’ve developed several templates to streamline the process of setting expectations and managing client relationships:

• FEE PROPOSAL TEMPLATE – This template helps you clearly communicate project costs, payment terms, and milestones, preventing budget-related surprises.

• CONTRACT – A legally sound contract that outlines services, deadlines, and fees to ensure that both you and your clients are on the same page.

• CLIENT ONBOARDING PROCESS – A step-by-step process that helps you onboard clients, set expectations, and ensure smooth communication throughout the project.

• CLIENT QUESTIONNAIRE – A comprehensive questionnaire that gathers vital client information to understand their needs and expectations from the outset.

• INTERIOR DESIGN PORTFOLIO – Use this as a tool to ensure prospective clients align with your style before signing on, reducing mismatched expectations later on.

The Bottom Line

Setting realistic expectations is the foundation of any successful interior design project. The more you communicate early on, the less likely your clients are to be disappointed later. Whether it’s explaining potential delays, clarifying billing procedures, or managing lead times, being upfront saves you—and your clients—time, stress, and frustration.

Remember, you are the expert! When you take the time to educate your clients and set expectations, you’ll foster stronger relationships, smoother projects, and happier clients.

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