Online Shopping vs The Design Firm:

Over the past year I have had more and more clients ask me about the pros and cons of online shopping. I have also had projects where the client has purchased their own appliances and plumbing online. These situations have caused the projects to not run as smoothly as I would have liked, and then my hands have been tied in trying to remedy the situation(s) for them. A prime example of this exact situation is a kitchen remodel project this past year. The Hall Design Group was responsible for the majority of the project besides the appliances (which the owner purchased online). The owner’s one request for me was to complete the project by the beginning of November so they could enjoy Thanksgiving  in their new kitchen. I assured them it would not be an issue from my end. To make a long story short, the wall oven was installed and did not work. As a result, the owner was not able to cook their turkey in the oven because it was a real problem trying to get the right part shipped out in time. When the part did come, it was the wrong one.

Online shopping can be helpful in in educating the consumer, but the process only goes so far in preparing the clients in making the “big decisions.” It is beneficial for people to discuss products and design ideas with a professional–creating a direct, personal connection. I always have clients come to me at the end of the process and thank me by saying “John, I didn’t know how involved the remodel process is and I am so grateful you have been there guiding us throughout our remodel.”

On the flip side, as professionals we owe it to our clients to be experienced, knowledgeable and passionate partners. We are supposed to guide our clients through the design process and apply excellent company values that the client can trust during their work with you over the next several months. We are also ambassadors that will make sure things run as smoothly as possible.

At the end of the day it is all about relationship building, trust and overall design experience. These ever so important details cannot be found online and never will.