Von Löwen Designs

Without commitment, design advice or any advice for that matter, is merely the expression of opinions. When addressing commitment here I am not referring to such things as drawing up a contract or ‘closing the deal.’ Instead, I would like to discuss the designer’s role with ensuring that the client understands exactly what will be necessary to have a successful remodeling project and is clear on what it takes to achieve our goals.

The dictionary gives two meanings for commitment:
(1) An agreement or pledge to do something in the future, and (2) The state or an instance of being obligated or emotionally impelled. The first is about action; the second is about an emotional state. It is the second meaning that keeps us in the realm of the personal, which is what I think commitment should mean in the context of remodeling and good design.

Once the scope of work has been nailed down to everyone’s satisfaction and what we are aiming to achieve is clear, some important topics still remain to be addressed:

· What’s going to get in the way of getting this done?
· What do we intend to do about it?
· Who needs to be brought into the loop?
· Who should do what part?
· What information do we need?
· When shall we check in?
· What are the key deadlines?

This is not just about developing the designer’s work plan. It is about making sure the client understands all the down-and-dirty implementation details, all the difficulties they will face, and what new behaviors it might require for the success of their project. Only when the client has been exposed to all of this will we all know whether or not commitment truly exists. If we haven’t been clear and forthright about the challenges, barriers, and true requirements for success, then when pitfalls occur (ones that could or should have been foreseen), our client may feel we were less than open at the start of the process. Looked at in this way, commitment is basically just - ‘buckling in for the ride.’

The designer’s openness and candor enhance trust and is providing an education, based on his or her experience about something the client has probably never been through before. Conversations that produce commitment are those that explore all aspects of what the proposed action will mean to the client. It can be very tempting and sadly commonplace, to omit discussions of uncertainties and pitfalls at the beginning of an endeavor, with a natural instinct to project an air of; “This can be done - no problem.”

A central part of building commitment is by carefully managing the client’s expectations about what is and is not going to happen during the remodeling process. We must ensure that our clients gain a clear understanding of what they can and cannot reasonably expect from us, and of what both they and we must do. Expectations on both sides should be identified and understood up front.

Clients need to be aware of every step we are proposing to take to reach their particular goal. Some clients may begin to take on too large of a project or maybe even too many projects. We need to assess their commitment to, and capability of, doing what is necessary to achieve the goal they have in mind. Some clients may even decide that they do not want to invest the time, energy, or resources necessary to make the project happen. They may decide to scale back their expectations to something more realistic. The client should understand the specific results, outcome, or deliverables that our involvement is intended to produce, as well as the contingencies produced by their time and resource constraints.

Although sometimes awkward, managing expectations well has always been important to me - for no other reason than just simply not wanting to let anyone down. I’m always reminding myself to touch upon questions that might seem inconsequential or trivial at times, usually to be recognized and thanked for it later:

· Clearly articulate what I will do and won’t do
· Clearly articulate what my client will do and won’t do
· Check with my client about areas that they may not want to get involved in, or any professionals they do not want me to speak with
· Identify precise working arrangements
· Agree on methods and frequency of communicating
· Decide what milestones and progress reviews are needed
· Decide how success will be measured, both at the end and during the project

Through such detailed conversations, clients will gain the accurate impression that I am trying to serve them in the way they wish to be served. In addition, we will surface details of what they will be expected to do, avoid misunderstandings, and ensure that they have a true understanding of precisely what they are agreeing to.

That’s commitment.

They say a picture is worth 1,000 words, so before you leave be sure to visit Von Löwen Designs to view an assortment of refreshing examples in kitchen and bath design concepts, refined palette and interior finishes, and sustainable yet chic, green remodeling ideas that may encourage and inspire your next remodel or home improvement project.