Trade Tales: How do you tell your client that you made a mistake?
By Aidan Taylor | Trade Tales | Business of Home
Accidents happen to everyone, even with the best-laid plans. This week, we asked six designers—Melissa Anderson, Jaque Bethke, Janie Hungerford, Alexander Nikban, Candice Quinn and Emily Tucker—how they let their clients know when something goes wrong during a project.
Lead With Transparency
“We believe that authenticity is the foundation of every client relationship. From the very beginning, we set the expectation that design is a journey—one filled with artistry, craftsmanship and, at times, unpredictability. People aren’t perfect, nor are the industries we rely on, and there will always be factors outside of our control: a vendor suddenly closing its doors, a product arriving damaged, or a shipping delay that no one could foresee. When moments like this arise, we approach them with complete transparency. I recall a project where we had purchased and paid in full for a product that never arrived. Only later did we discover the company had shut down without warning. Sharing that kind of news with a client is never easy, but because we had built our relationship on honesty and trust from the start, we were able to have a direct and empathetic conversation. Our philosophy is simple: If the client’s happiness is at the center, then even challenges can be navigated with grace. It’s about being responsive, staying empathetic and guiding clients with clarity. When handled with integrity, those difficult moments can actually deepen the trust that leads to long-term partnerships—and those referrals that mean so much in our business.”
—Jaque Bethke, Jaque, Scottsdale, Arizona
About JAQUE
JAQUE is a premier luxury interior design and design-build firm known for its bold, intelligent spaces that challenge convention and redefine elegance. Led by award-winning designer Jaque Bethke, the firm specializes in bespoke residential, commercial, hospitality, and retail environments that reflect the unique spirit of every client.
