When Clients Want to Accessorize Their Homes Themselves

I designed the living room in this contemporary home to focus on the fireplace and amazing millwork. Correctly accessorizing bookshelves is very important to give a room a finished and sophisticated look.
Comments like these usually can signal to a designer that the project will not live up to the designer’s expectations. I personally have experienced this more times than not, so there needs to be conversation between the client and the designer throughout the project in order to avoid a clash at the end.

For the Designer

Clients usually don’t want to be told what to put in their house as an accessory, so the designer should start off with a discussion about what the client has and what they want to accessorize with, find out what their interests are and add that to the accessory scheme. Some clients simply don’t know what to do and don’t know what to spend, so discuss this and create a budget so they don’t worry throughout the process…if you can incorporate this in the overall project and accessorize as you go this may help your client to bring you into the process.

If you discuss art books, candles and candle snuffers, orchids and containers, plants, etc. this will help start the subject of accessories. Listen to what the client says in response, but let them know your thoughts when you select a piece of furniture — that this would look wonderful with “this or that” item on that piece or how this accessory would “make” the room appear more finished. Discover something they already have or something you think would be perfect for them and discuss the costs of this portion of the project and have them set a budget so you can find some pieces along the way…be clever, not expensive, so they see this aspect of the project is not so daunting. I had a client who inherited a lot of Asian artifacts during the middle of the project and he did not want to display them all nor did he want to get rid of them, so we created a small display area for a few items, but built hidden storage behind the display area, so he can change his collection several times a year…this allows him to enjoy the entire collection, but not all at once which would be too overwhelming.

Some clients don’t have any idea of what they have or what they need, so ask to see their dishes and glassware, table settings, placemats, etc. and ask if they intend to use these or are they looking to augment their collections. If they have something they like to collect, ask them where they want to display these pieces and direct them to the right setting. Often clients want to accessorize with photos of family trips and memories, so I usually direct them to put those items in a family place such as a master bedroom corridor or study, or a family space such as a game room.

Often, a client will put out something that is totally out of character or is really awful…instead of overreacting, simple let them know this is not the same quality as the furnishings they have now, and maybe find a place more suited to the piece they purchased. When I photograph a project, I often put things away because they won’t photograph well or are simply not necessary for the photo. I have brought in paintings, plants, etc. and usually when I do, the client sees their home as I had envisioned it for them and they see what I had meant all along. While they may not want to keep the items I bring in for a photography session, it can’t hurt to allow them to see something wonderful in place of the items they put together.

For the Client

Fear of discussing such a personal aspect of a project could ruin the entire look, so be brave and tell your designer your thoughts and listen to what they say in reply…you may be better off putting Aunt Betty’s purple vase away and using it in the spring for those spring bouquets — which would be more appropriate anyway.

For a client to say this to a designer is really a bit insulting….you can do my home, but I’m going to finish it without you…your designer needs to be involved in this arena so your home works with your artwork. If you don’t have any, determine with your designer what can be brought in, or maybe learn about art with your designer and you may be surprised to learn what you actually like. It’s a bit like clothing…buy the belt and shoes along with the pants, shirt and jacket so you will have a completed outfit and then bring in the accessories. Accessorizing usually brings in the final touches that make a project, so whether it is inexpensive or costly, it reflects your tastes but your designer can make it appear beautiful and you might see your old possessions in a new light.

How to Manage the Project

The pool and spa are an example of how Cannon Frank managed all the vendors related to a project. I worked with the tile company, stone masons, pool fabricators (I had to talk them into building a two-level pool), landscapers, and also designed the custom railing and fence. Good communication between all parties resulted in this pool winning a national award and a very happy client.
Almost every project is different from all the other experiences a client or designer has been through before, but many of the problems will still occur. Whether or not the project is small and simple, or large and extensive, there needs to be a certain amount of “overlap” to ensure everyone is on the same page and that mistakes don’t happen.

Clients often want to handle all of the various communications with all of their vendors because they think this is what they need to do to ensure they save costs on a designer’s fees. Usually this is a big mistake and will certainly be more expensive in the long run. Most clients don’t know what needs to be done to ensure a flawless project and they don’t let the designer know everything so mistakes are bound to happen. I currently am involved with a long range project and I cannot get information out of the architect or builder without going through the client (who is an extremely busy man) or his assistant (who has never done anything like this before). So when I question the electrical locations or the HVAC vents I am told this is not my expertise and to not get involved with these issues. Then I need to let them know that the lighting in our millwork will not work, the TVs won’t likely fit in the custom cabinets and they won’t have any A/C in their living room if they don’t move the vent from behind the cabinet I am supplying. And please let me know what stone you have bought on a whim and what the pattern is so I know what fabrics to select! Whew, my head is spinning just at the thought of what the implications can be if the communication is not there on either part!

For the Client

It is always best to allow the designer to be a part of all conversations so he/she knows what is happening with all aspects of the project. Everything is important — from how a door swings, to the locations of the electrical, to the windows, to the appliances and the audio/video. Designers choose to govern all aspects of a custom home and keep the client informed so they know what is happening and ask that they participate in the meeting so we all know what is happening on a regular basis. Weekly meetings are a perfect method of getting all parties to communicate well with each other.

For the Designer

As for the designer’s responsibility, you have been hired by the client — not the architect, nor the builder, so remember your loyalties are with the client and you need to be a facilitator to make certain the client knows everything which is being proposed. If a vendor is not up to your standards, you need to make the client aware of your feelings and see what you can do to ensure the vendor will do their very best. Also, only recommend the best vendors you are aware of…if there is a limitation to a certain vendor, explain why and allow your client to make the decision whether or not to use that vendor, but be aware of all that transpires so you can be of service to your client.

I had worked with an audio/video company for years and they were pretty good until they got too big and no longer provided adequate services. At that time, I had several projects they had ruined and I had to find another source for my clients to work with to rectify the faulty work done. We did this at no charge to my clients and saw this through to a successful conclusion.

For the Designer and the Client

Communication is never a waste of time…it can only save costs, so please make certain everyone is aware of all aspects of the project and keep all of your relationships on a friendly, respectful and businesslike level so you can successfully recommend them again.

Accessories, Accessories, Accessories

The Jacques-Emile Ruhlmann cabinet by Frank Pollaro with amboyna burled wood veneer showcases a stunning glass collection with pieces by Louis Marjorelle, Daum Nancy, Emile Galle, Sabino and Linossier.
All too often, a client will hire a designer and not allow them to either finish the project with art and accessories or the client believes the designer should not be involved in something so personal. This is really a “Death Nell” to the designer and possibly the project as well. Some clients have extensive art collections and will always keep updating their collections and this is usually a welcome aspect to the designer; however those who do not are wrong if they think this is not part of a designer’s overall responsibility. Most designers would prefer to carry out the “look” to the end and complete the original concepts.

For the Designer

Always, always let your client know if you want to work with them on their art collection, discuss your knowledge with them and whenever possible, show them art and artifacts as part of the shopping experience and always make room for this in the budget. If you are not comfortable in doing this, there are plenty of consultants with the expertise to help you bring this to a wonderful conclusion. Understand that art can be the most important portion of the project and can also be the most costly. Most clients won’t want you to help them do this, but you will need to learn what their intentions are about the inevitable results of having either bad or no art in their homes. Also, “Decorative Art” is usually terrible, so look for galleries who specialize in original paintings, antique pieces, artifact collections and learn what galleries are reputable and those which are not.

If you don’t do anything with the artwork, you may have your entire project slide down the drain when they hang those velvet paintings of Elvis…be forewarned.

For The Client

It is understandable you feel your art is personal…all of us do, however your designer can be a resource for you so discuss how you wish to handle this at the beginning of your interview in order for your designer to understand where you stand on this issue. If the designer wants to help you an you don’t want to have to pay for this time billing, ask if you can do the shopping and pass your ideas on to them for their review. While this may work for you, the designer has no idea of what you will want to hang and I have seen many homes be rejected by editors because of the art collections and unless you really know what you are doing and have invested yourselves in learning about art, your concepts of good art are not necessarily up to the standards of most gallery owners. It would be most wise to visit a lot of galleries and discuss their art with the curators and gallery owners to understand why these pieces are considered “good” art. Most of what you see will not interest you, but you will learn a lot and quite possibly become a fan.

Also, conventional wisdom prevails…if your designer has been in the field for a while, they have seen good and bad art and most likely will be able to guide you or at least point you in the right direction of a few great galleries which will work with what you and your designer are doing.

For the Designer and Client

Usually I would not buy a lot of art at the local art fairs, but Art Chicago or Artropolis at the Merchandise Mart has such a broad spectrum of galleries and artists, you can find new and emerging artists to well established artists as well as vintage works and a wide array of pieces ranging from paintings, tapestries, sculptures, artifacts and even new and interactive pieces to help broaden your viewpoint….It’s all good for you and your designer, so ask him/her to go with you so you both can discuss what would be great in your space…remember, your designer knows scale, color and has a style for which you hired them.

Currently Cannon Frank is working with several clients who have large and established art collections and since we have broadened their viewpoints with regards to antiques and high-end furnishings, they have also found their taste in collecting art has also taken an up-swing on the “learning curve”. They know the simple fact that there is so much art to see and to enjoy, and we are proud to have had this influence on them and while they still love to collect for themselves, we are consulted on most of the pieces as well as the placement and if something doesn’t work, they now are willing to “trade up” to items which will work best with their décor.

Art is part of the décor whether the art comes first, is a wonderful existing collection or is something you will endeavor for many years to come…just include your designer for a better overall look.

Using Aunt Ida’s Buffet

This is a 16th Century Italian cabinet in ebony, tortoise shell and bronze. The cabinet is flanked by a pair of Art Nouveau chairs with original embossed, tooled and stenciled leather with a contemporary Picasso print in the stair tower. We blended periods from the 16th Century to the mid-20th Century in this house.
When we are faced with working with existing pieces, this will always make the project a bit more difficult, but certainly not impossible. Most people have things from their families, from travels or from earlier design projects which can be utilized in some manner, so get ready designers, you are no longer in school and reality can really bite!

For The Designer

It never fails to surprise me when a client comes up with something they want to incorporate into their project, but what does surprise me is how bad some of these requests are. When they are truly awful, you need to determine if this is merely a wish or is your client at an impasse and MUST use this piece or risk offending someone they cherish. Look and listen to what the client is asking for and determine if the piece can fit in, even if you need to modify your original concept to include methods of incorporating these pieces.

Recently a wonderful client asked if I would use some of his mother’s pieces which to me were totally off-base with what we had proposed and I was at a loss until I came up with a “Retro” concept for the family room. This was quite a departure from the rest of the home but it would only work if he allowed me to have some creative license with these pieces, so we kept some aspects and changed others and then added additional Retro pieces to keep the influence modern, colorful and “hip”….think old Dunbar with new Donghia fabrics in a room with classic Mataliano sofas, pool tables and a bar in Pal Dao wood with horizontal grain….very sleek and modern but with a twist.

For The Client

When asking a designer to incorporate existing pieces, know this will influence their overall concept of their presentation to you, and you may want to see one presentation with these items and one without, so you can determine what you really prefer. If you MUST have these pieces included, the designer may want to update them, refinish them, use them all in one space or take your project in a different direction than you originally asked for in order to make them work. Again, if this piece is your husband’s and you don’t really like it, let your designer know the importance to your husband but just don’t ignore the issue because your husband will disconnect from the project and the designer won’t be allowed to please you both.

I myself have a “Beaux Arts” (circa 1920s) sofa from my grandmother that I cherish, but until recently it was in storage. Now I will take off her lilac old cotton velvet and recover it in a very heavily aged, glossy tobacco colored leather to make it more masculine and work it into a scheme which includes other pieces making it part of a collection of 20th Century classic pieces.

For the Designer and Client

Usually a professional can incorporate pieces, photos, awards, children’s clay ashtrays and Aunt Ida’s buffet into your home if you are willing to allow them to direct the overall look to include this piece as if it were intended to be there all along, so don’t wait to spring this on them…be upfront… and if the piece really won’t work, listen to them and think about putting it into storage for another day or offer it to one of you family members who might want it…maybe it would really look better in someone else’s home and you can let it go or use it in a summer home…think of the possibilities…and discuss it with your designer.

Everyone Has Needs

When a client calls a designer for an appointment to interview each other, it is somewhat understood they need your help otherwise they would not have called you. While some clients don’t know how to express themselves, a designer MUST know how to interpret their comments and ask the appropriate questions.

For the Designer

Some clients will say the most outrageous things to their designer trying to get the designer to know what they want, but they don’t always use the correct terms. Once a client told me she “HATED” Art Deco, however whenever we shopped together, she only like those pieces which were Art Deco inspirations. When I pointed this out to her, she was astonished….what she really hated was early American…go figure. Some clients will tell you they hate antiques while their spouse loves antiques. Suggest a compromise, not one which will create one room of antiques, but integrate antiques in a contemporary manner, such as a French Bombe chest with a contemporary painting, lamp and area rug in a hallway, or minimize the amount of traditional or antique pieces so there is a well-rounded balance of contemporary and antiques.

The key is to listen and give them what they want, however it has to work well together and meet with your approval as well as the client’s. While you should never compromise your beliefs, you must always convey your opinions in a direct yet courteous manner to your client and your client should do the same with you. Often, I can’t get a client to do what I know to be the best options for their home, however I will let them know this is not what I think is best, but that they have to live with their decisions…I then at that moment will know if I will be able to photograph their home for my portfolio or not…some clients won’t care but they should have what they want.

For the Client

When you decide to work with the designer of your choice, discuss with them any and all issues facing the overall project, whether is it differences you and your spouse have, pieces from Grandma, budgets, and expectations, but remember, you will get an opinion which is not yours and you need to be open and listen to the suggestions. You may be surprised your designer can do this with such little effort, but if you know you won’t like these ideas, let them know in a polite manner for we don’t read minds, and we only give opinions which will work if we know all of the parameters. Changing your mind is okay, but making this a habit will drive your designer crazy and if you plan any deceptions, it will backfire…be open and honest without any fear…if you are, then there should be no surprises.

For the Designer

Sometimes it is a question of expense, or a reminder of their old Aunt Jane’s house, or some other preconceived influence over their decision process. Give them alternatives they can afford or a piece which will achieve their idea of how they see themselves. Remember, you don’t live there, yet you do need to be proud of your work…sometime it simply won’t work, so then it is only a paycheck and a satisfied customer. One of the worst experiences I’ve ever heard involved a wonderful designer who is a friend of mine…his client fired him over a discrepancy over costs. When the designer originally asked the client what his budget was, the client responded….”we have no budget.” What the designer heard was, it was an unlimited budget and found astonishing things with high price tags. When the client saw the prices, he thought the designer was trying to take advantage of him. The designer was not being unfair, but those costs were not for the timid. You must always make your opinions, your thoughts, your ideas and concepts very clear to your client…some will never understand specific issues, so then you need to ask them to trust you, and then you can’t disappoint, and take my advice, always let a client know how expensive items are when you show them the pieces…that way you will not shock them with your proposals.

For the Client

While a designer will always want to finish your project with the best intentions in mind, don’t be afraid to tell them something is too costly or not your taste. While most designers can do some things less costly, if you only choose the cheapest items they show you, your project will most likely look like a budget project rather than a well balanced piece of work. If you control your designer too much, it won’t be something special. Once client begged me to not let her fall into the same old trap of being boring…she then only approved things which were cheap, beige and boring…guess what, it was really boring…the same as she had before, but beige and not grey, and she was unhappy with the results, but she knew why and could not break her streak of being boring.

For the Designer and the Client

One of my most successful projects was one that I did not like how it turned out…while the client was wonderful, their taste was too wild for me, but they knew what they wanted and I gave it to them in full. They have gotten me more referrals, not for how lovely the apartment was, but because they were so happy working with us, that others hired us to work with them as well, and those projects were some of our most successful collaborations. Remember, compromise and understanding is a two-way street…

Next up…how to use those irritating old pieces from “Aunt Jane”…

Beginning the Relationship

I became great friends with these clients after spending nearly three years together designing their duplex high rise apartment and sharing a passion for Art Deco

Welcome to the debut of We Hear You!  As a successful, interior designer who has been in the industry for more than three decades, many of my clients, friends and colleagues have encouraged me to write a book and share my knowledge and musings about interior design.  While I’m not quite ready to embrace an entire book, I am ready to write a blog.

Furthermore, through the years my clients have told me over and over again that not only do I listen to them but I actually hear what they have to say.  I hear their dreams, their worries and their ideas and ultimately guide them to what they really want.  I think this is one of the main reasons I excel in my career –I believe I’m a talented interior designer, of course, but I really do hear my clients.  This is why we say at Cannon Frank “We Hear You” and thus, the name of my blog.

There are many interior design blogs and I hope this one offers a unique perspective: actually two of them!  With each blog entry about a particular design-related topic, I will write from the designer’s viewpoint and also from the client’s viewpoint.  Why write for both?  Well, my goal is that a designer reading a client’s viewpoint and a client reading a designer’s viewpoint will help both parties understand each other better and help build a successful relationship…with the end result being a gorgeous project.

Through many years of business and relationships with other designers, I have learned that whenever you get more than a few designers in one room, add a few cocktails and the stories begin to “fly.”  Usually they are the same…only the names and a few details change, but it has always struck me as odd…the relationship between what the client says and what the designer hears…the same can be said of the opposite.  Follow the blog to see if I can represent both viewpoints.

For the Designer

When a client says they want to get the most out of their project, you first need to understand what they are asking for.  Do they want you to work for low fees, do they want a lot for the budget they have or are they looking for the maximum impact they can achieve….hopefully the latter, but this is the first rule in a good client/designer relationship — clear and concise understanding of what they want and what you can provide.  Don’t be afraid to discuss the ugly topic of compensation.  You need to be paid for what you are giving and if they want to negotiate your fees, determine if you can, but don’t give yourself away and become enslaved to a project.

Clients usually don’t know how much work is required for their project…don’t be afraid to let them know what you are doing and why it needs to be done and always keep them informed of any issue which may come up with your suppliers…you don’t want to pass on to them any false information you get from a vendor, but as we all know, sometimes vendors tell you what you want to hear rather than the truth.  You also need to let your vendors know how to work with you…you won’t tolerate lies…it makes you a liar to your client, so teach your clients and teach your vendors how you expect them to work with you.

For the Client

When you decide to work with a designer, be concise with your information and if you don’t know what to tell them, try to formulate at least what style you would prefer even if it means cutting out magazine articles with something you like as a reference.  Try to figure out what you can spend and always tell the designer what you expect them to provide to you in terms of drawings, services, samples, concepts and what he or she is to include in their presentation.  Also, please remember your designer is only the designer…he/she does not make these pieces, ship the pieces nor is he/she the one who will take these pieces back if you decide you don’t like them, and all shipping dates come from the manufacturer, so if the piece is late, your designer most likely had nothing to do with that as well…. Also if you come to an agreement with your designer, keep the terms of your agreement with that designer because the first thing a designer won’t do is work for free when you decide to hold back on your payments. Since you are in control of your checkbook, if the designer shows you a piece which is over the budget, you need to decide how this affects your overall budget…can it stretch or does Peter need to pay Paul?

For the Designer and Client

Giving a client what they want is always very important, but don’t give them something you don’t believe in…if she wants Lucite chairs on castors at her dining table, you may have to discuss other options or tell her to go shopping for herself …that you just won’t be a party to bad taste!  If you discuss certain concepts with a client, don’t be worried about telling them how you really feel about some of their ideas and adapt to give them what they want albeit within the realm of good taste.

Having a designer do what you want is all well and good, but remember, you hired a professional to give you his or her opinion. If you choose not to listen to your designer, don’t be surprised if they lose interest if this is outside their realm of a great concept.

I will be posting more information and discussions on Client/Designer relationships on We Hear You in the near future.