Client Communication Hacks: What Top Designers Do Differently
Episode 92
The best designers aren't just great at design - they're great at communication. If you've ever had a project go off the rails because of miscommunication, unmet expectations, or endless back-and-forth, this episode reveals the simple but powerful communication strategies that top designers use to prevent frustration, set clear expectations, and keep projects running smoothly.
I hope you enjoy the episode
Beth xx
Why This Conversation Matters
Most client frustrations don't come from bad design - they come from unclear communication. When there's a gap in communication, clients fill it with their own assumptions, leading to panicked emails, unrealistic expectations, and unnecessary stress for everyone involved.
The Good News: You Control the Client Experience
By making small but strategic shifts in how you communicate, you can stop problems before they start and create a smoother experience for both you and your clients.
Three Essential Communication Strategies
1. Proactive Updates That Prevent Client Anxiety
One of the easiest ways to reduce client anxiety is to tell them what's happening before they have to ask:
Send weekly or bi-weekly progress updates at appropriate project stages
Set expectations about update frequency upfront
Adjust communication based on project phase (e.g., less frequent during documentation)
Include specific timeline information
Why this works:
Reassures clients that things are moving
Reduces unnecessary back-and-forth
Shows you're in control of the timeline
Prevents those "just checking in" emails
2. Clear Boundaries That Protect Your Time
Most designers struggle with clients texting at all hours, expecting instant replies, or adding extra work mid-project. The problem isn't the client - it's the lack of clear boundaries from the start:
Include a "How We Work" section in your onboarding pack
Specify preferred communication channels (e.g., "We handle all client communication via email")
Set clear response times (e.g., "Our response time is within 48 hours, Monday to Friday")
Educate clients who don't follow guidelines
Why this works:
Clients know when they'll hear from you
You avoid last-minute calls and late-night texts
You position yourself as a professional, not a 24/7 service
You create sustainable work practices
3. Transparent Pricing That Builds Trust
A huge source of frustration in design projects is unexpected costs. Clients hate feeling like they're being nickel-and-dimed, but as designers, we know things change all the time:
Frame pricing as a flexible investment from the start
Break down costs clearly in proposals
Provide specific line items rather than package totals
Update clients on pricing changes as the project evolves
Why this works:
Clients understand where their money is going
They can make informed decisions about budget adjustments
It builds trust and confidence
It prevents uncomfortable conversations later
Scripts for Tough Conversations
At some point, every designer faces difficult client conversations. Here's how to handle them with confidence:
When a client wants extra work for free: Client: "Can we just add a few more layout options? Shouldn't take long, right?" Your response: "I'd love to explore that for you. Some additional layouts take extra design time. I can put together a quick estimate so you can decide if you'd like to move forward with it."
When a client questions pricing: Client: "Wow, that's more than I expected for the cabinetry." Your response: "I totally understand. Quality cabinetry is a big investment and we've sourced a supplier known for craftsmanship and durability. If we need to adjust the budget, we can look at alternative materials or finishes to bring the cost down. Just let me know what works for you."
Why these scripts work:
They keep the conversation collaborative, not defensive
They acknowledge the client's concern
They offer solutions rather than just saying no
They put the decision back in the client's hands
Remember These Three Things
At the end of the day, design isn't just about creating beautiful spaces - it's about leading clients through the process with clarity and confidence:
Preempt problems before they start
Set boundaries from day one
Be clear, calm, and proactive in every conversation
Ready to Improve your Client Communication?
Start from the very beginning with our course The Process Stage One.
This course takes you from when you get that initial enquiry through to sign contracts
It includes
Document Templates
Email Scripts
Meeting guidelines