Designer's Dilemma: Working With Relatives and Friends
By Erika Hollinshead Ward
In the throes of the busiest season, you take on yet another big project. The client is your favorite aunt, and of course she wants her living room 'done' in time for her annual holiday gala. There's no mention of money aside from the cost to complete the project, after all your aunt knows how hard you work, you just assume she will take care of your expense when the job is complete. After three grueling weeks of racing to meet your deadlines as well as hers, your payment for a job well done is merely a squeeze and the title of "Best Designer in the [insert your geographical region here]." At that very moment, somewhere between gritted teeth and sheer exhaustion, you hate yourself for never having the money conversation.
When it comes to working with loved ones, our decisions are emotionally driven and our business mind somehow falls to the wayside. Should I charge them, if so what should I charge them? What if they expect to receive my services for free? How will this affect our relationship? These among the other questions, I'm sure you can think of others, swirl in your mind like a gusty tornado ready to wreak havoc on your schedule and bottom line, but only if you allow it.
One of the best solutions to this dilemma arrived in my mailbox via postcard. It's amazing how the answer to common problems is often in plain sight. It was an invitation to a Friends and Family Discount Event at one of my favorite retailers. This is known marketing method used by retailers for rewarding loyal clients with exclusive savings on products and/or services offered. The offer is extended the same time every year, lasts for a limited time, and lures you in because you are thought of as a valued customer.
There's no reason to reinvent the wheel, try it and see how it works for your business. Consider scheduling it for your slowest season, and design your promotion around your friends' or relatives' most common requests for advice. Do you often get asked for paint color recommendations? Offer a paint consultation. Are you known for scouting the best buys? Take interested parties on a shopping day trip.
Send them special correspondence via email or a printed card; it's always great to have something in writing. Let them know how much you appreciate their support of your business and you want to extend to them an exclusive offer. Make your offer as attractive as possible, while still feeling like you're getting proper pay for your work. Let them know well in advance of this promotion so that they can budget accordingly.
As for discounts, be careful not to provide too deep a discount for to fear of devaluing your services. Unless they have worked with a designer previously, usually most are unaware of the time and resources that go into executing the design. If the project goes smoothly, you may decide to provide an additional discount on the back end of the job. You cannot exercise this option if you give it all away upfront.
Once you've decided on the service(s) and cost, put it all in writing and both of you should sign the contract. There should be no gray area and everything should be upfront with no surprises. You also want to conduct business the same way you would with a full-priced client.
There are always a few friends and relatives that won't want to wait. For those special cases, give a little advice upfront, and then kindly quote them your rate for the service. It's matter of respect, really. Just because you enjoy your work doesn't mean you shouldn't be properly compensated for it. If you're worried about damaging a relationship, refer friends and family to a trusted colleague instead.
These recommendations might seem a little strict, especially when working with a casual acquaintance, but you need to do it to preserve the relationship and keep the lines of communication open. It's the best way to ensure your favorite aunt will stay your favorite and also become a happy, new client.
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Atlanta-based interior designer, writer, and philanthropist, Erika Ward worked in the design-build industry as an accountant before turning her passion for interior design into a successful business. Named by Atlanta Tribune as having one of the top design firms of 2011, Erika’s work has appeared in the Atlanta-Journal Constitution, Atlanta Home Improvement Magazine, and on HGTV.com. In addition to providing decorating advice and inspiration on her internationally recognized blog, BlulabelBungalow.com, she is also called upon for her design advice for publications such as SheKnows.com, Heart and Soul Magazine, and Atlanta Tastemaker Magazine. In 2010, Erika co-founded Room Service Atlanta, a non-profit group of interior designers and design enthusiasts who provide pro-bono services to Metro Atlanta shelters. A social media maven, you can also chat with Erika on Twitter and Facebook.
