Most interior designers enter this field because of their passion for creating beautiful and functional environments. But while creative skill is, of course, important, your ability to master the art of sales is what will make or break the success of your interior design business.
Today’s post is all about the discovery call, which is the first—and arguably the most crucial—step of the sales process. The discovery call represents the first time the interior designer and their potential client are interacting in real-time. During this call, you as the interior designer will understand the client’s vision and goals.
At the same time, the client is assessing whether or not you are the right designer for them. You should assume they are speaking with other interior designers as well, and the discovery call is part of the interview process. Some of the things your client will be considering on the call are:
- Ensuring your fees fit their budget
- Checking availability and timelines
- Gauging how you might creatively approach their design project
The discovery call is an opportunity to determine whether the client and their project are the right fit for you and your business. You’ll need to think about personality fit, timelines, scope, budget, and style, among other considerations.
“One of the things that separates successful designers from non-successful designers, is that a lot of times non-successful designers don’t have a filtering process. They’re not really asking the right questions and making sure that they’re only taking on their ideal clients and not just anybody who fills out their lead form on their website.”
Discovery calls are an equally important assessment tool for the designers. In a sales advice interview, interior design business coach Monique Nicole shared:
Read on for tips on how to master the Discovery Call, including common interior design discovery call questions and strategies for rocking your next call.
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30 interior design discovery call questions to ask potential clients
Successful discovery calls hinge upon your ability to ask the right questions. Open-ended questions are a great way to encourage the client to share and, as a result, better understand their desires and dilemmas. Remember: if you’re listening more than you’re talking, you’re on the right track.
We’ve compiled a list of recommended questions to ask during your discovery calls. You can even copy and paste this list into your own document to reference as a guide during your calls. Though keep in mind, you should never stick to a rehearsed script on your calls, but instead maintain an open and flexible dialogue.
General:
- What motivated you to hire an interior designer?
- What attracted you to my work?
- Have you worked with a professional interior designer before? If so, how did it go?
- How involved would you like to be throughout the design process?
- What are your expectations for working with an interior designer?
- Who will be the main point of contact for this project?
- Who will be the primary decision-maker for this project?
- Are there any other decision makers that will be involved in this project?
- What are your expectations for communication and updates throughout the project?
- Are you open to virtual meetings and digital design presentations?
Project:
- Can you describe the overall scope of your project?
- Are there any specific challenges or pain points you’re hoping to address?
- What is your vision for the completed space?
- How will this project impact your daily life or business operations?
- Have you hired any other contractors (architect, general contractor, etc) yet or do you anticipate doing so?
Budget & Timeline:
- What is your budget range for this project?
- What is your preferred timeline for completing the project?
- Are there any important dates or life events that we need to be aware of?
- How flexible are you with your budget and timeline?
Style:
- Can you describe your overall design aesthetic or style preferences?
- What are your must-haves for this project?
- Are there any design elements or styles you want to avoid?
- How important is it for the design to reflect your personal taste or brand identity?
- Do you have any inspiration images or references for this project?
Existing Conditions and Logistics:
- Can you provide a brief overview of the current state of the space?
- Are there any existing features or elements that need to be preserved or integrated?
- Are there any logistical considerations we need to be aware of (e.g., access, parking, noise restrictions)?
Goals & Success Metrics
- How will you measure the success of this project?
- What are your long-term plans for this space?
- Are there any potential future projects or phases we should keep in mind?
5 tips to rock your discovery calls
Questions are the tip of the iceberg when it comes to these initial consultations. The entire experience should be planned out to ensure your client feels comfortable and heard, and that you receive the necessary information to determine if the client and the project make sense for your business.
Tip #1: Go in with a game plan
As mentioned above, have a document filled with questions ready to guide your conversation. This will help to ensure you don’t miss any major details, such as costs or timelines.
If you want more design-related information going into the discovery meeting, consider sending out an online questionnaire for prospective clients to complete before the discovery call, and then use their responses to guide your conversation.
You may also want to be prepared with responses to common client objections. For example, what will you say when your ideal client worries that your design fees are too high? Brush up on proven responses from interior design experts to increase your chances of securing your lead.
Tip #2: Listen well
It’s obvious that you’ll need to hear your client out to see if you’re truly a good fit for their project. But it’s also true that the more understood your client feels, the more they’ll put their trust in you. Use active listening skills on your discovery call:
- Make eye contact and/or nod your head in agreement (if the call is taking place via Zoom)
- Avoid interruptions
- Occasionally repeat important information that your client shares
You may also want to record the call or jot down notes, both to show you’re listening and to reference afterward.
Tip #3: Be confident
You are a qualified designer with incredible skill. Your portfolio demonstrates this, but if your discovery call doesn’t, it may be more difficult for clients to place their trust in you.
If exuding confidence is challenging for you, write it down. How much experience do you have? What is your expertise worth to the client? What makes your work stand out from that of other interior designers?
Allow your personality and expertise to shine throughout the call to show clients what you’re truly capable of.
Tip #4: Be realistic
Consider your schedule before picking up the phone. What is your current lead time on a large project? What about a smaller-scale job? Are you familiar with the style that your client wants to emulate?
Realistic conversations early on will aid in consistency and client satisfaction throughout the design process. They’ll also help you avoid ending up with a client who isn’t aligned with your schedule, goals, and personality.
Tip #5: Have an end goal in mind
What is the goal of your discovery call? When you hang up the phone, what are you hoping to have sold to your client? For e-Designers, this may be selling a design package to the client. For full-service designers, this may be selling a paid design consultation or an agreement to share a proposal.
Having a clear end goal will help you guide conversations toward a successful sale (when the client feels like a good fit, of course!).
How to follow up after discovery calls
Following up after a discovery call is crucial for maintaining momentum and demonstrating professionalism. Here are the steps you can take to effectively follow up:
Immediate follow-up (within 24 hours):
Send a thank you email.
- Express gratitude for their time.
- Recap key points discussed during the call.
- Reiterate your enthusiasm for the potential project.
Within 2-3 days:
Provide a detailed proposal or next steps.
- If applicable, send a formal proposal outlining your services, estimated costs, and timeline. For more details on crafting a winning proposal, check out this post.
- Include any additional information requested during the call.
- Suggest a follow-up meeting to discuss the proposal and answer any questions.
Within a week:
Follow up if you don’t get a response.
- Send a polite reminder if you haven’t heard back.
- Offer to answer any questions or provide further information.
Frequently asked questions
A discovery call is an initial meeting that helps you and your client assess whether there’s a mutual fit. It gives both parties the opportunity to ask questions and gather information. If everything aligns, it ends with an agreement to take the next step in the process together, whether that’s a proposal or a paid consultation.
It’s important to begin by listening to the client. Ask about their goals for the project at hand, their style preferences, their budget, and their ideal timelines. Share your perspective and answer any questions openly. Make sure expectations are realistic on both ends before agreeing to move forward.
Wondering what comes next? Once you and your client decide to move forward, you’ll likely get started on pulling together moodboards and design concepts to share with your client. To put your best foot forward and ensure you’re conveying your ideas most effectively, check out our 21 favorite tips for design presentations.
For all the best design and project management tools in one place, check out DesignFiles.
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