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Difficult Clients

Difficult Clients. Produced by: Margi Kyle IDS, ASID, WCAA, CAUS, CCC, WITHIT, DCI,NAPW. The Designing Doctor, LLC. Seminar Content. Handling difficult situations The Business side of Design New ways to Wow Your Clients The www.DeweyColorSystem.com

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Difficult Clients

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  1. Difficult Clients Produced by: Margi Kyle IDS, ASID, WCAA, CAUS, CCC, WITHIT, DCI,NAPW The Designing Doctor, LLC

  2. Seminar Content Handling difficult situations The Business side of Design New ways to Wow Your Clients The www.DeweyColorSystem.com Branding Yourself & Company in New and Exciting ways. Bundle Your Services in Creative & affordable ways Understanding your clients and their different personalities

  3. Pre-Qualifying Your Client • Where did your client come from? • What are their needs- Design or MARRIAGE COUNSELING? • Are they ready to buy or just ready to shop and get “FREE” advice? • Do they really understand how you run your business? Or is your business running you?

  4. Things That Turn People Off • You not listening • Feel rushed • Don’t understand them and how they want to work with you • Asking their budget FIRST! • Poor visuals • Lack of etiquette • Not knowing the safety side of Window Treatments

  5. Why Do Clients Become Difficult • Lack of communication • Lack of Paper work • Lack of Money • Family Problems • Changed Their Minds • Can’t visualize • Delivered only half a room/or 1 item • Personality Type

  6. Lack of Communication • The longer you leave a client without information or trying to solve a problem-the Angrier they get!

  7. A Bit About Today’s Client • Even if you paint the entire picture-they can only see half • Don’t trust your pricing • Don’t know how to “Pull it all Together” • Want Service/Added Value and Experience

  8. 4 Types of Experience • Economic Experience • Functional Experience • Emotional Experience • Status Experience • The highest experience is when you show who you are as a human being= value • Money is secondary • Quote from Darrel Rhea

  9. What Do Today’s Clients Want? • Instant Gratification • We are living in the tomorrow not today - they wanted it yesterday! • They want VALUE - Not the lowest price! • They want BUNDLED SERVICE - It is all about them!

  10. 4 Groups of Buyers • Thinkers • Don’t over sell- they have thought about what they might want-Want to see everything-then get confused. • Doers • Ready to buy-need you to take charge • Strugglers • Want a deal, can’t make up their minds will drive you crazy and enjoy the ride. • Achievers • Buying is an investment and price doesn’t matter

  11. The Perfectionist/Achiever • They have to excel in all areas of life • Will make 80% of their decisions within 5 minutes • Their biggest fear is losing control • They know what they want but need YOU to do it • Stand your ground

  12. Achiever • Bad losers • Hyper active • Constantly talking about themselves and pacing while they are talking • They are users and will make sure they win-not you! • Try to manage you business and life if possible

  13. The Presentation To The Perfectionist/Achiever • Wear a power suit and color • Leave your humor at home • Know your stuff • They are in control • Let them be perfect and achieve the look they want • Quote 2 weeks more and deliver 3 weeks early • BE READY!

  14. The Creator/Cheerleader • Let the show begin • Give her what she came for • More is better • Don’t let them intimidate you • Dress for the show! • Confidence is #1

  15. The Observer/Groupie • Victims • Not accountable for anything • Yes, but! • Tomorrow people • Everything is done to them, not by them • They are whiners, criers and blamers • Run- and fast!

  16. The Caretaker/Acceptor • Friend forever • Spend money on everyone but themselves • Order of preference: Kids rooms, kitchen, family area • Acceptor: Loves everything but watch her and her partner

  17. The Challenger/Untouchable • You will never WIN • Split personalities • Will question everything • Will find something wrong so they don’t have to pay their balance • DO NOT TOUCH THEM!! • They are Jekyll-and-Hyde • Wacko’s • Crisis orientated

  18. What Type Of Clients Are Your Ads Attracting? • Selling to the masses • Selling to the classes

  19. Your 1st. Consultation is The Key as to How you will Work Together • Things to do before the first meeting • Company Policies • Letter of the questions you will ask your client • How you make your money • How they want to customize the way they work with you.

  20. Create a Book That You Present On The First Meeting-Do it in a Common Area- Starbucks!

  21. Tell Them Who You Are Professional Bio

  22. Do You Have Company Policies? Listen to you client and then bundle what they need you to do.

  23. Do You Get Them Signed?

  24. Client Questionnaire

  25. Partners That Don’t Want To Get Involved! Meet John-

  26. Are You Keeping Track Of Your Time?

  27. Get Them An Estimate Of Your Time-Charge For Your Time

  28. Can You Charge For Your Time? Half the world charges Half the world doesn’t How do you get your clients to respect you if you don’t respect your time?

  29. Get Permission To Take Pictures!

  30. www.DeweyColorSystem.com

  31. The Dewey Color System Book Hue are You?

  32. Let Your Eye Go To The Colors You See First • This is not what colors you like to wear • This is not what colors you decorate with • THIS IS WHAT YOUR EYE GOES TO WITHOUT THINKING.

  33. Primary Color Test select your favorite yellow blue red YOUR BASIC MOTIVATORS

  34. Red=Express it! • Doers! • Practical, Resourceful and Direct. • See the room done and think it is. • Yellows and blues don’t have a clue what we are talking about. • You start talking half way through your thought process.

  35. Yellow=Know It! • Love the facts • Realistic, Diplomatic and Giving • “Need to see and know the entire picture- before you make a decision • Reds and Blues really need you in their lives- but you can drive them crazy with too many details.

  36. Blue=Dream It! • Planner, Initiator and Visionary • More Blue people than yellow or red-Our eye has more blue and green color cones (how we see light) than yellow and orange-that is why it is #1 • Reds need to listen to their dreams because it is already done in their heads! • Relax Yellows and get the facts later.

  37. Secondary Color Test select your favorite green purple orange HOW YOU RELATE

  38. Orange=Change it! • Realistic • Bold, Sentimental and Dedicated • Give them a summer and winter floor plan- they love to move their furniture around to create change. • Under promise and • over deliver

  39. Purple=Imagine it! • Purple people can see many • possibilities. • Determined, Dramatic and Empowering • Can confuse your clients with too • many possibilities. • 2 Purples working together-will • Drive each other crazy. • Let your client take the lead- • you listen for a change

  40. Green=Be It! • Nurturing, Concerned and Comfortable • Good Listener • Compassionate • Listen to the facts- not the emotion

  41. Are You getting Floor Plans Back To Your Client’s Within A Few Hours?

  42. Are You Giving Them, Blue Prints, 2D,Oblique Views and 3D?www.3Dream.net code 306-77

  43. Seeing Is SellingSeeing Is Believing & Buying

  44. Olioboard.com

  45. Pinterest

  46. Branding Yourself • Present yourself as the expert; “Dr. Color!” • How are you showing people who you are? • Hook Them-What is yours? • Does your home need a shot of color? • Are your windows in PAIN?

  47. Branding Comes First • Branding is what you build your self promotion on. Your identity program. • Book “Brand Yourself” by David Andusia and Rick Haskins • Let’s look at the 3 areas you need to focus on:

  48. Book- “Brand Yourself” • 1. Developing your brand • What do you want to be known for? • What are your values? • What are you most proud of? • Your brand is the basis for everything that connects people to your brand- • both logically and emotionally.

  49. Do You Have A Mission Statement? “My mission is to use my expertise and experiences to motivate, rejuvenate, and educate a design journey that enables others toembrace their world.” — Margi Kyle: DCI, ASID, IDS, WCAA, CCC, WITHIT,CAUS,NAPO Bundle Who You Are- Dare To Be Different-Make a Difference!

  50. I know What I Would Want To Be Known For? • I create window treatments that • Safe • Custom • The finishing element of design in a room that reflects your lifestyle, finishes your space with style, color and quality. • Window Designs and fabrics will not be duplicated-creating one of a kind Design. • “The Color Doctor”

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