What is your strategy for approaching projects that need to be completed in a small time frame?
With the wide variety of projects that come across our office and the fact that our services go beyond the design of a project, we often find ourselves putting together projects that need to be complete in a few days or even a few hours. With customer service being a paramount to any successful project, we have to ensure that despite a shortened time frame the customer still feels important and most importantly feels that they have received a service that is fitting to what they paid. Here at Lee Design, we chose different teams of staff depending on the project. Transparency and good communication within the office prevents anyone from doing the same work twice, which is super important to avoid on tight time-frames. The key, however to success in projects with shortened time-frames is by extending the normal work day. You can’t expect to have success and make every client happy when you work a typical 9-5 day. There just is not enough time in the day. You need to have a motivated staff and be willing to put in the long hours with them to see the project to its conclusion.
When you complete a design project, what are some of the things you do afterward to make sure the client is 100% happy with the final product?
Client satisfaction doesn’t begin when the project is complete, it starts from the initial meeting. We strive to give our clients a total experience that is beyond comparison to anything they have experienced before. In the same way of buying a bespoke vehicle, we want the client to feel like a rockstar from start to finish. Communication is key and the client feels that and understands that they can reach us at any time of day or night. With many high profile clients throughout the world, we often find ourselves having meetings at obscure hours of the morning/night simply because the client is overseas and they are busy themselves. Once the project is complete, communication never ceases. If they have any questions on how to use a product or even to catch up, our clients know they can reach out to us.
What are your strategies for maintaining your relationship with that client for the future (and potentially future projects)?
With every client, we ensure that once the project is compete they feel that they didn’t only get a new space, but also a new friend. We genuinely care about our clients and do everything we can to remember important dates and send gift or even make a phone call to make sure they know we care. Being honest and passionate with our clients is the best way to maintain a relationship.