A well-crafted contract serves as the cornerstone for successful collaborations and agreements. Establishing a solid foundation will support clarity, prevent misunderstandings, and provide a roadmap for all parties involved in the project, especially for managing variations, disputes and the provision of third-party services.
Here are some essential elements that contribute to the foundations of a good contract:
The clarity and conciseness of appropriate terms and conditions sets the tone for a good contract. These should outline the rights, responsibilities, and obligations of each party involved. Ambiguities or archaic language can lead to disputes and complications, so it is part of good risk management to define expectations with precision.
Templates for terms and conditions are quite common and whilst they can be helpful, they can also generate a false sense of security so they should be used with great care. If you are minded to use a template then you should highlight clearly any clauses that must not be changed or removed. If you need to adapt aspects of your document for a particular project or client, then it is good practice, and we recommend, that you have those changes reviewed by a legal professional, such as Unity Legal Solutions to ensure you haven’t inadvertently undermined the effectiveness of your terms and conditions.
Anticipating potential conflicts and establishing a clear dispute resolution mechanism is sensible and can be addressed by including a dispute resolution clause that specifies the procedures to be followed in case disagreements arise. Those procedures can include negotiation, mediation, arbitration, or litigation. This is a proactive approach and can save time, resources, and maintain the business relationship. It gives everyone a road map for dealing with the unexpected. It can be very tempting to put the dispute resolution clause at the end of the contract. However, and perhaps counter-intuitively, the placement of a dispute resolution clause near the top of a contract is strategic, effective and encourages collaboration. This pre-emptive information helps set expectations, allowing parties to understand the mechanisms for resolving disagreements before delving into the specific terms of the agreement. It can also deal with the differences between your services and third-party suppliers which is often overlooked.
Using plain and straightforward language ensures that all parties can easily understand the terms and demonstrate transparency thereby reducing the risk of misinterpretation.
Organising the contract in a logical and structured manner enhances its readability. Include headings, subheadings, and a table of contents to allow parties to easily navigate the document. A well-organised contract minimises the chances of overlooking significant details and facilitates quick reference to specific sections. If you use Adobe Acrobat, or similar software, then the table of contents will be activated with live links to the relevant sections. Furthermore, a table of contents gives a sense of completeness and signals a structure which is easy to follow.
For contracts involving ongoing services or projects, defining performance metrics and milestones provides a measurable framework for success. This not only sets expectations but also allows for periodic evaluations and adjustments, ensuring that both parties stay on track towards achieving their respective objectives.
In the digital age, incorporating electronic signatures adds efficiency and security to the contracting process. Digital signing platforms offer a legally recognised and secure method for parties to authenticate their agreement, reducing the need for physical paperwork and expediting the execution of contracts. They also provide a record of amendments and variations.
Including a provision about the right to use photographs of the finished project in social media and other publications is a specific but important aspect of the designer/client relationship. Discussing it and including a specific clause at the beginning of the relationship signals consultation and consideration to the client and manages expectations of both the design professional and their client.
There are many other aspects to drafting a good contract. Some might be obvious, and some might be new to you. It is the combination of good drafting and coherent terms appropriate to the project or client, that makes the difference and that is rarely a DIY project.
For more information about how we can support you in your business, please contact us.
About Unity Legal Solutions
Unity Legal Solutions is not a regulated firm of solicitors although our people are mainly legal professionals. We provide initial advice and, if necessary, open the door to the legal market and help clients navigate the way forward to give them the best available options. We advise on disputes, commercial contracts, company matters and intellectual property which is so important to SBID members. We also offer a comprehensive mediation service in order to resolve disputes before they get out of hand. Our aim is take the worry out of facing legal issues by being clear, commercial, collaborative and friendly!
If you’d like to feature your news or stories on SBID.org, get in touch to find out more.
If you’d like to become SBID Accredited, click here for more information.
With a struggling economy and wars across the world, it is not difficult to be overwhelmed by the aggressive and adversarial nature of the news. Litigation feeds into that culture. You only have to look at the escalating numbers of claims at all levels of value and the backlogs in the courts to see the evidence of that. If your counterpart has deep pockets, then the court process can be an expensive tactic for delaying the inevitable. Sometimes, litigation is the right course of action, but it should be the last resort and it can be an informed choice.
One feature of a challenging economy is an underlying resistance to settling claims. It is well known in the construction sector that claims are assets, and often appear on the balance sheet. This is a consideration for sub-contractors as they can easily be caught up in the domino effect of strategies adopted by contractors higher up the supply chain. Consequently, and despite Herculean efforts on the part of industry bodies, the exposure on payment for sub-contractors remains a real and constant risk.
That’s OK for those who have deep pockets or can pass off the responsibility to others to manage a claim or move the costs to another ‘budget’. It takes time to manage a claim and it costs money to issue one. For a claim between say £5,000 and £10,000 the court fee is £455 and if your case goes to trial, there will be an additional hearing fee of £346.
Preventing disputes rather than resorting to litigation offers many advantages that can outweigh the short-term satisfaction of ‘winning’.
First, preventing disputes is a proactive and cost-effective approach, saving time and resources that would otherwise be consumed in protracted legal battles. And they are protracted. The current average time for dealing with a small claim (up to £10,000) which is defended and goes to trial is 55.6 weeks. That can be longer in London and the South East of England. However, by addressing potential issues early on, businesses can avoid disruption and financial strain associated with legal proceedings.
Litigation often leaves a lasting impact on interpersonal dynamics, causing rifts that are challenging if not impossible to mend. Emphasising preventive measures, such as clear contractual agreements and terms and negotiated dispute resolution mechanisms, allows parties to preserve working relationships, fostering a conducive environment for future collaboration. After a client has failed to pay you, you may not want to have a relationship in the future, but it is better to have a choice and having that choice shows strength.
Engaging in lengthy legal battles can tarnish the public perception of businesses and individuals. Preventive measures, on the other hand, showcase a commitment to ethical and responsible business practices, enhancing reputational integrity.
Furthermore, preventing disputes aligns with the evolving landscape of corporate social responsibility. Businesses that prioritise proactive dispute resolution demonstrate a commitment to ethical conduct and contribute to a more sustainable and socially responsible business environment. If you are already making social responsibility, including environmental responsibility, a feature of your business practice, then adding clear dispute resolution processes is a matter of consistency and showcasing them sends a message to customers and suppliers that you are walking your talk. A clear commitment to ethical business practices, fosters a healthier and more resilient business ecosystem essential to managing the risks associated with a difficult economy.
So what can you do to shift the scales of justice in your favour? Please join Unity Legal Solutions for the webinar “The Art of Getting Paid” for tips and strategies to support and enhance your brand and practice.
Register to attend for free here!
Henry Newby, Partnerships Director at Superscript has given his insights into the industry.
Insurance has a reputation for being complex and time-consuming – and it isn’t always easy to find the right cover. That’s where Superscript comes in.
Superscript does things differently, with personalised cover, monthly payment options and fee-free policy adjustments.
They offer a wide range of covers, including professional indemnity insurance – a requirement for all SBID members – public liability, employers’ liability, cyber and equipment insurance. And with their intuitive online platform, you can be fully insured in just ten minutes.
Interior design may not seem like the most hazardous of professions, but every business is exposed to risks. Our wide range of insurance products support interior design professionals by providing relevant protection, so you aren’t left footing the bill in the event of a claim.
A key risk for interior design professionals is being sued for mistakes in your services. If this were to happen, our professional indemnity insurance could cover your legal fees, compensation costs and unpaid client fees.
We also offer: public and product liability insurance, in case you injure a member of the public or damage their property; employers’ liability insurance, which is likely to be a legal requirement if you have any staff; business equipment cover, to pay for repairs or replacements for lost, damaged or stolen kit; cyber insurance, in case you fall victim to cyber-crime; and plenty more useful covers.
It hasn’t always been easy for interior designers to buy and manage their insurance – so we’re challenging the status quo by providing cover that truly meets your needs.
No business owner looks forward to finding insurance, but our online signup process makes it quick and easy. Fill in some details, and we’ll present you with a range of relevant covers. It takes just ten minutes, so you can spend more time on the work you’re passionate about.
Your insurance needs may vary from project to project. For example, you could hire temporary staff for a one-off job, or you may need to change your working location to be on site for a few weeks. With Superscript, you can adjust your cover at any time, so you’ll always have the right protection.
We know that the claims process can be daunting, but our in-house team of experts will support you every step of the way. They can settle a claim in as little as 48 hours, so you can quickly get back to business.
We’ve had a lot of incredible highlights over the past year, but we’re particularly proud of the completion of our Series B funding round at the start of 2023. In the context of a challenging macroeconomic environment and shift in global investor appetites, this funding round represented a huge vote of confidence in what we’re building at Superscript.
We’ve also been settling into our beautiful new office in London’s Square Mile. As every SBID member knows, a well-designed workspace makes all the difference – it’s proving to be a great base for collaboration and innovation.
We’re still in the early days of our partnership with SBID, and we’re really excited about continuing our collaboration.
Through our partnership, we’ve been able to share our expertise with interior design professionals, so they get a greater understanding of the risks they face and how to best mitigate them.
We’re looking forward to further building our profile in the world of interior design, so we can continue providing valuable knowledge, challenging the perception of insurance, and supporting SBID members throughout their professional journeys. And it would be a huge bonus if we picked up some interior design tips from the people that know best!
Through our partnership with SBID, we’re aiming to make insurance more accessible – so members can run their business with peace of mind, knowing they’re protected from risks and supported by a team of insurance experts.
In line with SBID’s Code of Conduct, all members are required to have professional indemnity insurance. To help interior design professionals meet these requirements and get the right level of protection, we’re giving SBID members 15% off their entire insurance policy for a whole year* (so make sure you join SBID to take advantage of this exclusive offer!).
About Superscript
Insurance should be a smooth ride, not a hop, skip and a jump. That’s where we come in. With Superscript’s flexible, customisable business insurance, you can:pick the covers you need, leave the ones you don’t, pay monthly or yearly, it’s your choice, tweak your policy at any time, get a personalised quote in just four minutes. Plus, SBID members get 15% off. Get in touch to redeem: [email protected]
Save on professional indemnity insurance – a requirement for all SBID members – and more useful covers such as public liability, employers’ liability, cyber and equipment insurance. As you’d expect, terms, conditions and exclusions apply.
Rosie Baker, Associates and Partnership Coordinator at Croner has given her insights into the industry.
For over 80 years Croner have delivered best-in-class business compliance services. We assist over 14,000 UK businesses with award-winning HR, health & safety and employment law support.
Croner work in partnership with over 100 trade associations, including the CIPD, REC and the British Safety Council. Croner partners (Such as SBID) get all the benefits of a Croner membership, including access to our business support helpline.
We understand that running a business can take away precious time from more creative tasks. Croner support by providing expert advise on HR, health & safety and employment law.
Perhaps you’re looking to hire a self-employed worker or contractor as part of an ongoing project. Since 2021, the IR35 rules may be applicable, but what if you are unsure if this applies to you? Let Croner review and advise to avoid workplace conflict and loss of reputation.
Whether you have 3 staff members or 30, the importance of health & safety remains the same. If you’re sending a single employee to site for design consultations, then are you following the HSE lone working rules? Croner can ensure that you are fulfilling your duty of care and putting employee safety first.
What about if you complete a project, and your client is refusing to pay? This is more common than you think, and something that Croner’s legal advice team deal with everyday.
We pride ourselves on our quality service and we’re pleased to be winners of the Feefo Platinum Trusted Service Award 2023. The Platinum Trusted Service award recognises those businesses that go above and beyond to provide a consistently excellent service and dedicate themselves to acing their customer experience year after year. Croner also has a 5 star rating on both Trust Pilot and Google, some of the world’s largest online review communities.
We are currently developing a new partner portal as a one-stop-shop for accessing resources and support. One of our core values is to ‘inform’, and we are dedicated to this not only internally, but across our partnerships as well. We wanted to create an exclusive space for our valued partners packed full of expert-led HR guides, marketing tools and so much more to help partners to promote our free member’s helpline.
We also have a goal to issue each of our partners at least one piece of bespoke/exclusive content each quarter. In addition to the general HR/H&S/legal advise that we regularly share, we believe that targeted content is key to increasing member engagement and providing the best standard of service to all of our Partners. Whether it’s marketing help with writing stories for your newsletters, partnership opportunities with Croner, or expert advice – we are here for you.
As a member, you can benefit from the complimentary award winning advice from Croner, we’re in a unique position to offer support and advise to employers of permanent employees, freelancers and self-employed workers.
24/7 HR & Employment Law Advice: – Conduct queries – Sickness and absence – Redundancy – Dismissal – Legislation changes – Contracts
Health & Safety Assistance: – Fire safety – Environmental legislation – Hazard management – Accident reporting – Premises management – The law and your responsibilities
Commercial Legal Support: – GDPR – Data protection – Commercial contracts – Insolvency – Property
Free Monthly Webinars: – Presented by industry experts covering a range of important topics and FAQs
As a member, you can also access some of the best resources available for your business at exclusive preferential rates: – Award winning HR case management software – Pioneering H&S software – Full tribunal support – On-site and in-person support and guidance through challenging HR meetings. – A two-part site visit to identify your workplace risks and provide a recommended action plan. – A legal insurance policy
About Croner
For over 80 years, Croner has provided award-winning HR, Employment Law, and Health & Safety services to business owners and senior leaders. They work in partnership with over 130 trade associations, including the CIPD, REC and the British Safety Council. SBID Members can reach the team 24/7 on 0844 561 8133 for all of your HR, H&S and commercial legal queries. Alternatively, please click ‘Visit Website’ to raise a callback from a member of our team. You will need to provide your association reference number in order to access the complimentary services. Please contact SBID for a copy of your reference number.
Amanda Bucklow, Mediator and Consultant at Unity Legal Solutions has given her insights into the interior design industry from a legal perspective.
Unity Legal Solutions offers a portal into the legal services market which is often a minefield, and we provide expert guidance on which services and approaches might suit a client’s business goals. Unlike traditional legal firms, we don’t represent clients in court, hold money for clients or undertake services like conveyancing. And because we don’t ‘act’ for clients we are better placed to guide them in choosing the right approach for their case.
A good deal of our work is concerned with dispute resolution. That includes non-payment of fees which may be withheld due to dissatisfaction with performance, whether that is real or perceived. But there are other areas of business where clients might need legal support to resolve conflicts arising from doing business and running a practice. In addition to dispute resolution, we can assist with many other aspects of business which include contact drafting, collaboration and partnership agreements, trademark or copyright infringement, project optimisation, and buying or selling businesses.
We have a practical and proactive approach to our work. We listen. We take on board our clients’ knowledge of the detail and to that we bring a clarifying lens, expertise and creativity. That makes for a very powerful partnership and springboard for delivering better outcomes.
Interior designers face many challenges as part of their business and not just disputes. Sometimes the challenges can be within their practice, for example relationships with employees, business partners or suppliers. Those challenges have a ripple effect with consequences for their operations, client relationships, and overall reputation. For a sector that relies on referrals to sustain their business, this is a strong dynamic which requires careful consideration and is further affected by the perceived power balance between designer and client.
Designers can only sell their time once so getting paid in full and on time is fundamental to profitability. The financial strain of dealing with non-payment is a hamster wheel of distraction and stress. Unity can provide economic advice, strategies, and interventions to help mitigate the risks of disputes arising and if they do arise, we can support the designer in dealing with them cost-effectively.
Unity Legal Solutions is a portal to a wide range of services, and we can recommend the most suitable ones for the circumstances. Additionally, we have access to trusted professionals when the need arises to act.
Reviewing contracts early can pinpoint ambiguities that might trigger disagreements about the scope of work. Similarly, achieving clarity regarding fees, payment schedules, and processes for variations can enhance the effectiveness of the designer’s administration. Designers often take these aspects of the client/designer relationship for granted and seldom review them until issues arise. Disputes frequently arise from mismatched expectations, communication breakdowns, and unforeseen delays. Contracts lacking specificity or failing to address potential issues may create the conditions for disputes. We can add value by addressing those subjects proactively and not just with clients but with their own suppliers.
We offer contract drafting to ensure that design contracts provide a route map through a project, and that designer and client are fully aware of their respective obligations. As a portal to legal services, we can provide preliminary advice on any problems that have arisen during a contract. We would always seek to guide members towards resolving disputes by negotiation and sometimes they might need help with that from an expert. Our mediation service aims to resolve disputes between designers and their clients and offers the best chance of preserving the relationships involved.
And we can source the best possible advice from solicitors and barristers should further legal assistance be appropriate.
Developing our partnership with SBID is a significant highlight and we believe that our innovative approach is valuable for the sector. We have plans for several supporting services which will benefit the membership and we look forward to fine tuning those in response to feedback and information received from members.
2023 has been a successful year for us. We have provided consultancy on interesting cases with unusual challenges for the clients leading to successful outcomes. There are more in the pipeline.
We are developing a programme on essential skills and approaches which support designers in managing disputes. There will be opportunities to strengthen negotiation skills, to build capacity and achieve their business goals. Our first free session will be early in the New Year, and we have planned a dispute resolution surgery where my colleague Roger Billins and I will be online to answer questions and bring participants up to date on recent changes in legislation. There will be more structured training workshops which will be available for a modest charge.
We offer practical risk assessments and develop options for addressing current issues and challenges which underpin growth and success. Members will consistently gain valuable insights that they can apply to their current and future projects.
No matter how careful or experienced you are, working as an interior designer carries certain risks. Business insurance is designed to protect you from these risks, but it can be difficult to know how to get the right cover.
To make things a bit easier, we created this guide together with our insurance partner, Superscript. Here, we walk you through the basics of insurance for interior designers, outlining all the things you need to consider when choosing cover or renewing a policy.
Head to the Superscript website to find out more about the insurance solutions they offer and get in touch to redeem your exclusive discount today!
Business insurance is an umbrella term for a range of covers, each designed to protect you from different risks.
Some risks are more common in certain industries or sectors, while other risks are shared by most businesses. The risks you face are likely to change as your business grows – and they can even vary from project to project.
It’s therefore important to think about the risks involved with your work and to make sure you have the relevant covers in place at the right time. Here are some common covers you might want to consider:
Professional indemnity insurance
A must-have for SBID members, professional indemnity insurance is designed to protect you if a client claims they lost money because of problems with your work, your mistakes or negligence.
This cover can pay your legal fees, as well as compensation awarded to the client. It can also protect you against claims of copyright infringement, unpaid client fees and reputational damage.
You might see professional indemnity insurance referred to as PI or errors and omissions insurance.
Public liability insurance
In-person consultations in your office, visits to clients’ homes, trips to shops and showrooms – working as an interior designer often involves coming in close proximity to members of the public.
If you accidentally cause an injury or damage someone’s property while you’re working, public liability insurance can cover the cost of compensation claims and legal fees.
Employers’ liability insurance
If a member of staff gets injured or ill because of the work they do for you, employers’ liability insurance can cover your legal costs, as well as compensation awarded to the employee.
In the UK, this cover is a legal requirement for most businesses that employ other people – whether those staff are contractors, apprentices, full- or part-time employees, temporary or permanent workers.
Business equipment insurance
From everyday essentials to specialist gear, every interior designer relies on their equipment. Business equipment insurance can cover the cost of repairing or replacing your kit if something gets lost, stolen or accidentally damaged.
It can cover items that stay in one place (such as machinery), as well as portable equipment like laptops and smartphones. And if you have employees, it can also cover their items too.
Cyber insurance
There’s a common misconception that only large tech businesses are affected by data breaches, cyber attacks and hacking. In reality, these are risks for any business that uses technology and the internet.
Designed to protect you from these risks, cyber insurance can cover your legal fees, compensation claims and costs related to notifying those affected. It can also provide protection in the event of extortion, breaches of data protection laws and financial losses caused by system downtime.
There are two main reasons for needing certain types of business insurance: membership requirements and legal obligations.
Firstly, like many other professional bodies and trade associations, the Society of British & International Interior Design has specific insurance requirements for its members. As outlined in the SBID Code of Conduct, all members must have professional indemnity cover. So if you want to join the SBID, it’s essential that you get the right insurance – and maintain your cover throughout your membership.
Secondly, employers’ liability insurance is a legal requirement for the vast majority of businesses that employ members of staff. There are exceptions for businesses that only hire close family members or staff who work abroad. But if anyone else works for you, chances are, you’ll need to get covered. If you don’t, you could be fined up for £2,500 for each day without employers’ liability insurance. The law requires a minimum £5 million limit of employers’ liability cover and Superscript include a £10 million as standard.
Although you might not technically need other types of business insurance, there’s one very good reason to consider getting broader cover: the price of insurance is usually far less than the cost of a claim. And insurance can give you peace of mind that you won’t be left picking up the bill for things like broken laptops or data breaches.
As an interior designer, you know the value of tailoring your work to a client’s taste and preferences. And Superscript knows the value of personalised cover, made to suit your business’ needs.
With Superscript, you can:
Contact us to find out more about Superscript’s flexible, customisable business insurance – and their exclusive offer for SBID members.
Every business – from micro to multinational – should be able to get the right cover, made to suit its needs. Superscript is here to keep businesses moving. We qualify, quantify and offer insurance using data, analysis and technology, but we serve a huge number of business types, from dog walkers to dieticians, landlords to locksmiths, crafters to cryptocurrency exchanges.
If you’d like to feature your product news here, get in touch to find out more.
On International Women’s Day, we wanted to recognise female entrepreneurs in the industry. This year, we would like to shine a spotlight on Honghui Liang, the Managing Director of Liang & Eimil. A husband-and-wife team of two, Honghui and Frank established their company to bring much-needed modernity to the interior design industry in a world dominated by ornate furniture and shabby chic homes.
Liang & Eimil takes pride in creating expertly crafted designer furniture, lighting and accessories. They offer clients innovative solutions for interior design and hospitality sectors. “We pride ourselves on the fact that we constantly innovate and bring new designs to our customers, exploring new materials and styles.”
Commemorating the feminine spirit, Liang & Eimil sheds light on the affects that build the environment every day, not just on March 8th. The choice to highlight Honghui and her dedication to embrace equity was taken for this year. Join us as we investigate methods for fostering inclusion, inspire you to start your own business, and offer you curated content that includes an exclusive interview.
According to Honghui, being a successful entrepreneur requires dedication, hard work, and perseverance with a strong will. It must serve a purpose. She is most proud of building Liang & Eimil from the ground up during a ten-year period.
Honghui explains how she has always been very independent ever since she was a child. She is a doer and achiever, always keen for an adventure. In 2009, she relocated to London to join her husband, Frank Eimil’s business and says, “I adore interior design and the pieces my husband creates. He is a wonderful designer, and I am good at running a business, so we are a perfect combination”. She adds that she is extremely proud of the brand they have both built together, claiming that their complementary skills are the key that has led them to where Liang & Eimil is today.
Prior to moving to the UK over ten years ago, Honghui worked in a variety of fields. She was a consultant for many Italian companies looking to expand into China, and she also ran her own business with a friend in the oil and gas industry. She says, “I am enjoying more of what I am doing now because I believe I am creating something meaningful.” Liang &Eimil’s mission is to bring luxury lifestyle into the lives of people and change the way they live and feel at home. Their objective is to make an ordinary day a memorable one, with the luxury of comfort, elegance and enhanced way of living.
When asked about the gender shift in leadership roles, Honghui believes she has seen a transition from male dominant to more female leaders since starting the business, as she noticed an increase in the number of companies led by women. “I believe the difference between male and female leaders is that women prefer a more collaborative approach of leadership by nature, whereas men tend to lean towards a command-and-control style.”
On the topic of fair and equal working environment, Honghui encourages impartiality by ensuring that no hidden characteristics are used to discriminate against employees. She also proposes that equal access to benefits and working conditions for all employees, as well as fair and consistent hiring and promotion procedures be established. Lastly, fair processes and procedures are to be set for dealing with employee grievances and disciplinary issues.
Often, there is the double-bind dilemma for women in leadership. Gender stereotypes frequently undermine women’s ability to lead. Men are seen as being strong, decisive and assertive when they take charge, while women are seen as competent but unpopular when they do the same. Women leaders frequently exert twice as much effort as males for the same accolades. Honghui thinks this needs to change as she stated, “to give more women the chance to succeed at all levels, in all occupations, and in all spheres of life, it is time to rethink what it means to be a leader. We ought to evaluate each employee according to the same criteria.”
The most difficult challenge they faced was when their warehouse caught fire. All their inventory was destroyed, but they remained calm and overcame the hurdle. They were lucky that everyone around them were very understanding and supportive, including their customers. “While faced with a challenge, it is important to discuss transparently to arrive at a solution.”
Work life balance is also another of Honghui’s constant battle. Being a family orientated individual, Honghui tries to spend as much time as she can with her family while balancing the two things that are most important to her: her family and her business. But how does she manage it? She says, “It’s nearly impossible to strike a balance with only 24 hours in a day, so I devote more time to my family by sacrificing on my sleep.” She expects to be able to devote more time to her family and children as more mid-level managers join the team and Liang & Eimil expand.
As SBID is the accreditation body for interior design, we had to talk interior. As Honghui enjoys reading, her most important pieces of furniture in a home are chairs and shelving. “Reading a book in a comfortable chair with shelving to display all of your favourite books and most treasured photo frames of your loved ones, where you can keep all of your beautiful memories, are most precious.”
Honghui’s favourite interior style is a cross of Art Deco and Mid-Century Modernism. Her home includes a variety of colour schemes as every room should tell a different story. From Liang & Eimil’s over 1,500 product line, Honghui’s favourite piece is the Brutalist sideboard as she likes the texture, use of the geometric patterns and the subtlety of its golden brass trims.
Honghui advises young female entrepreneurs who want to start their own business venture and succeed in business to “Identify a market. Take action to start out courageously. Take the chance and push yourself. Keep your vision clear. Be observant. Have faith in yourself and always stay positive.” She adds, “It’s important to create a great team by hiring good people. Take advice from your employees and consumers as well as from your mistakes.”
Honghui’s last message for aspiring female entrepreneurs is to have a purpose and be passionate. “Always maintain your confidence. Empower yourself to face challenges and risks without fear. Be creative as it allows you to concentrate on reforming and breaking through instead of solving problems. Be collaborative while also developing self-awareness. Self-awareness enables us to see things through the eyes of others. Determination. You will always go the extra mile and do whatever it takes to make it happen if you have a strong determination.”
Cover image: Featuring Liang & Eimil’s Lapis Sofa, Lapis Occasional Chair, Montier Mirror, Luca Floor Lamp, Icardi Pendant Lamp and accessories.
About Liang & Eimil
Liang & Eimil, a British brand that specialises in furnishing design for the residential and hospitality sectors, believes in making ordinary moments remarkable. Renowned for producing expertly crafted furniture, lighting and accessories, they take pride in offering innovative solutions that can be tailored to any interior design aesthetic.
If you’d like to feature your project news here, get in touch to find out more.
You’re working on a project, and you start to have client problems – whether that’s managing client expectations, late payments, or simply helping your client make a decision (or stop changing their mind)! Here is your ultimate guide by architectural interior designer and mentor Jo Chrobak to help you deal with your interior design client issues, so you can reach the best outcome and remain professional!
We’ve all been there. A client who is slow to pay, a tradesperson who cuts corners, an architect or builder who goes behind your back or a manufacturer that lets you down. It’s not just dealing with interior design client issues. Still, problems can arise with any of the various people we deal with daily in our business, resulting in a problem with your interior design client.
As business owners, we are the ones who have to make the difficult phone call or write the emails that we don’t want to write because there is no boss to palm that uncomfortable job off to. And… it’s tough! We’re human, so we tend to get emotional, respond too quickly and approach dealing with interior design client issues incorrectly.
I have worked for bosses who didn’t approach problems well and have been inspired by the ones who did and compiled an ultimate guide for dealing with interior design client issues. I’ve given you everything you will need, including a step-by-step process to getting clarity on dealing with the issues and a business email template for how to write a professional email to a client.
I want to start with typical interior design client problems, as I want you to know that we all deal with these issues from time to time. No one is perfect, and these things happen. You must ensure that you’re dealing with interior design client issues professionally and getting the correct result for you and your client (or any other professional involved). Think ethical and professional, acting with integrity and leadership.
This is not a definitive list, but here are some typical interior design client problems that we all experience from time to time:
Typical Interior Design Client Problems That We All Experience From Time To Time:
The way to manage client expectations and ensure that problems don’t arise on a project is to ensure you have open and good communication from the outset. Also, vetting your potential clients before taking them on is how most of us professional designers avoid working with clients that aren’t a great fit in the first place.
But of course, no one is perfect, and typically the first time it happens, we have done what we can to “fix” the situation, but it hasn’t worked, so now we have a bigger problem. Dealing with interior design client issues keeps you up at night; you’re upset or angry and ready to resolve the problem.
Sometimes, you can see the warning signs early, but like me, at the start of my career, I was more likely to avoid the conversation than tackle it head-on. The best is to catch the problem as early as possible, as it makes dealing with interior design client issues much less painful. It also helps you control the situation and keeps you and your client working well together.
The best way to deal with interior design client problems is to do a brain dump. Write out everything emotional and get it off your chest. This helps you to clear your mind, and it clarifies the emotions you’re feeling (which is healthy), but also to stop the thoughts going round and round in your head and get them on the page.
The brain dump is likely to be emotional, full of expletives and quite unprofessional. That’s ok. Don’t go sending that to your client, though!
I always say that you don’t want to “win”. You want the resolution to work for you and your client and, in the best scenario, move forward and finish the project happily ever after. However, that isn’t always the only approach for dealing with interior design client issues. As soon as you own your part in the problem, the doors to a resolution start to open.
Sometimes you need to own the situation and look at it from the other person’s standpoint. What if you were in the client’s position? What would you think about the service you provided? Have you been unreasonable? Did you forget to mention something? Have you done your best to help the client make an informed decision? Make a point of writing these things down, as it will help you to look at the problem objectively.
Getting the facts of the situation is key to dealing with interior design client issues professionally. Make sure to find physical evidence to support your argument. Refer to specific emails or copy and paste relevant sections. Don’t ever guess.
During my final year of architecture studies, a site analysis I undertook found that our memories distort information and can be grossly inaccurate. So, take the time to get the facts – it will strengthen your argument. This will also help you to see things objectively, create a formal argument and stay professional when dealing with interior design client issues.
At this point, it is crucial to set an intention for the outcome. I say to do this now because before you do your brain dump or write down all the facts, you’re heated, upset and emotional. That is not the right mind frame to be in to make good decisions (you’re human, after all).
Once you have taken the above steps, however, you’ll have more clarity around the situation and find that although you still might be upset, dealing with interior design client problems becomes solvable! I mean that before you do the brain dump, you might feel you can’t continue working with this client anymore, but after you get all the anger off your chest and get the facts, you might be ready to come to an agreement that works for everyone.
An intention for the outcome might look something like this: “I’d like my client to love their project and pay me what I’m owed.”
I’m not naturally eloquent, so I like to write out what I mean to get clarity around what I want to say when dealing with interior design client problems. Remember to stay factual and professional. For example: “I hope you love your project as much as I do and hope we receive payment promptly.”
Even if you intend to deal with the situation face to face or over the phone, I find that writing out what it is that you want to say helps to clarify your ideas and also allows you to ask someone else to help proofread what it is that you want to say, helping you to stay objective, professional but also get the solution you’re after (not necessarily to “get your point across”!)
This is key to dealing with interior design client problems and something that no one ever does! By mentioning what you want the outcome of the situation to be, you’re not only planting the solution in your client’s head; you’re helping guide your client to see that there is a solution that works for them, too and that you do have their best interests in mind.
If you’ve ever seen two children fighting over a toy, you can see that there is no solution to the problem in their minds. There’s one toy, and that’s it. By providing them with a solution, other options start to appear. From there is “no way out”. Suddenly, there is a way out, but you have to give in to something. Your client is unlikely to negotiate if you’re being arrogant or condescending. Still, if you’ve remained professional and are genuinely seen to be working through the problem, your client will return the respect and want to work it out with you.
When there is tension in a situation, it’s easy to forget that you’re both human and want the best outcome; this is where the magic happens.
If you’re able to overcome a problem on a project and stay professional when dealing with your interior design client problems, you will make the client relationship stronger. That means they will likely recommend you to others, hire you for more projects and respect you moving forward. I have been able to turn situations that looked completely dire (where I was at fault) and make that client my biggest raving fan! If there was ever a time to go the extra mile to make a client happy, it’s now.
Remember that designing homes or having construction work done is stressful at the best of times. Things go wrong. You can handle it; that’s what your job entails as an interior designer. Find the silver lining or hidden gem in the situation and use it to improve the project.
Before taking any formal action, I suggest sleeping on it and re-reading what you’ve written before you call your client or email them. Ask yourself whether you will get the result you’re aiming for with your email/notes. If not – what else do you think you can do?
After that, I suggest making your final edits and ensuring that moving forward; you’re conscious about good communication to avoid dealing with interior design client problems.
Whatever the outcome of your email, meeting or conversation, it’s essential to follow it up with an email or a formal letter that outlines the main points agreed upon and the solution for moving forward.
Remember that you’re a professional and that your communication with your client can be used in court and for insurance claims, so it’s best to finish the event with a formal resolution that outlines the main points agreed upon (even if that is to part and go your separate ways). This also allows your client to confirm that they agree with the outcome. Formally we call these types of notes minutes of meetings. If you would like to know more about them, please check this post called How To Hold Interior Design Meetings | Step By Step.
You’ve taken all the steps and tried to find a solution that works for everyone involved, but what happens if things won’t go according to plan or you can’t resolve the situation? Of course, you can do your best, but sometimes you’ve left it too late, and the damage has been done, or you want to cut ties and move forward with as minor damage as possible.
In that case, you can use my professional business email template designed to help you with interior design client problems. You can also turn this template into bullet points to use as a script to use over the phone. Click here to download the template!
About Jo Chrobak
Jo Chrobak is an architectural and interior designer and mentor at the Interior Designer’s Business School that trains interior designers to set up professional and successful interior design businesses and gain experience working on real projects. She is trained in architecture, interiors, business and life coaching and runs her architectural and interior design studio just outside of London in the UK.
As one of the oldest and most trusted business support services in the UK, Croner makes it easy to manage HR and employment, comply with health & safety regulations, as well as handle legal matters with expert guidance and advice, so you have more time to grow your business. This CPD webinar will address staff retention through ‘stay interviews’ .
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In this week’s interview with SBID Awards Product Design judge Co-Founder & Director of Accouter Group of Companies, Stella Gittins discusses the power of design, Accouter’s journey towards becoming a B-corp and talks about the increasing consumer focus on the ethical and sustainable sides of business.
Design has the power to influence the future, whether that be through innovation, sustainability impacts or the drive for change. Design has the ability to re-imagine what we think we know, and for me, the power of good design is the unity of beauty and functionality. It is courageous in its input and modest in its output, and good design is never out of fashion.
As a future-focused collective, we realised how much difference we could be making on eco and social levels. The first lockdown taught us that even taking small steps to make a change will eventually lead to a more significant impact on healing the planet. Becoming more eco and socially conscious for many in the team was an essential drive for change. So instead of sustaining and maintaining our performance, we prioritised plans to regenerate and commence a never-ending journey towards ‘sustainability’.
According to Forbes in 2021, “Generation Z (’97-’12) along with Millennials (’81-’96) are more likely to make purchase decisions based on values and principle.” Therefore, commercially we must also be future-proofing ourselves as an industry as the more sustainably conscious generations start to hold the purse strings. Obtaining our B Corp accreditation through initiatives with our teams, customers, supply chain, the wider community and by being transparent and accountable will undoubtedly build that critical trust factor within our business and clients for the future.
We have lived through, and are still living through, a significant period of re-adjustment that brings a new meaning to and re-orientating our life perspectives. Affiliation with nature and well-being has become a fundamental concept in our way of life. So much so, we have already noticed this drive for change in how we can design a space that incorporates elements for a positive mental and well-being outcome.
Likewise, sustainability is a key focus for industry development. I recently read that 22 million pieces of furniture are thrown away every year in the UK. The shocking stats made us think, “we can do better.” Customers increasingly want a product sourced from ‘responsible’ suppliers and are interested in full traceability on the supply chain offering ‘responsible’ products. Much like our clients, we are investing in the future. Our dedicated ‘Eco-Warrior’ team are directing their efforts on measures that deliver the biggest impacts, with an emphasis on minimising any destructive environmental impact.
Increasingly, we are actively educating our supply chain on the B Corp Movement. Although we have just started this journey, we are actively on a mission to collect data from our supply chain and environmental credentials of the products we are procuring, intending to deliver on our ambition to source 100% from responsible suppliers.
Launching this year, we will use the Environmental Icons to badge products within our BoxNine7 Curated Furniture Packages service and Bazaar’s e-commerce range. The Environmental icons cover everything from ethical design, FSC Timber and fillings to recyclable packaging. Not only does this influence our design process, but it provides our clients with clarity surrounding terminology and confidence in what they are buying. Our new badging process will assist in educating us all, and over time we are looking to achieve 100% traceability across the AGC collective.
My advice would be not to hold back in your entry and share as much as you can about your project. We have been on such a journey the last couple of years, and we need to celebrate the successes we’ve all had during this time!
Questions answered by Stella Gittins, Co-Founder & Group Director, Accouter.
Stella Gittins is the Co-Founder of AGC, London’s fastest-growing portfolio of international award-winning Interior Design companies. Creating the benchmark in luxury living, the Accouter Group of Companies which is home to Accouter Design, A. LONDON and BoxNine7, delivers world-class interior architectural and furnishing services to the global property market and private clients. With 15 years of experience mentoring and directing diverse teams within the field, Stella has spent 7 years building AGC which has been voted one of the best places to work in property on multiple occasions. Taking a lead creative role for the Group, Stella is responsible for all aspects of brand and design and has published four bespoke publications that discuss every corner of luxury life.
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