192: What story is your client is telling? Building hospitality into your business with Rick Campos

What stories are your clients telling about working with you? Shaun and Rebecca welcome back Rick Campos, founder of Design Biz Survival Guide and a certified Unreasonable Hospitality coach, to explore how interior designers can create a client experience that goes far beyond great service. Drawing from Will Guidara’s Unreasonable Hospitality, Rick explains why making clients feel seen, heard, and understood can become one of the strongest differentiators for an interior design business.They talk about identifying client-facing touchpoints, creating meaningful moments without relying on expensive gifts, and tailoring hospitality to what each individual client actually values. Rick also shares how designers can bring hospitality into difficult moments, from delivering bad news to handling installation problems, why picking up the phone still matters, and how thoughtful client experiences can generate repeat business, referrals, and the kind of word-of-mouth marketing money can’t buy.In this episode they discuss:The difference between client service and true hospitality—and why hospitality is about how you make people feelHow to identify client-facing touchpoints and turn ordinary parts of your interior design process into memorable experiencesWhy generic gifts and branded swag often fall flat compared to thoughtful gestures based on what you’ve actually learned about your clientHow listening, observing, and understanding what an individual client values can help you personalize their interior design experienceWhy human connection and emotional intelligence are increasingly important differentiators for interior designers in an AI-driven worldHow to use hospitality when something goes wrong, including why Rick believes in telling the truth, telling it fast, and personally delivering bad newsHow respecting a client’s time, communication style, family schedule, and desired level of involvement can be a form of luxury hospitalityWhy creating stories clients want to retell can lead to stronger referrals, repeat clients, and long-term growth for your interior design businessMentioned:Design Biz Survival Guide - https://designbizsurvivalguide.com/Unreasonable Hospitality by Will Guidara - https://www.unreasonablehospitality.com/Our links:Subscribe and leave a review - Apple PodcastsLike, Comment, & Follow - Hot Young Designers Club InstagramRebecca’s InstagramShaun’s InstagramFor more information - Check out the websiteBecome a “Loyal Hottie” - Support us on PatreonDesign Resources - Check out our shop