Strong client communication is one of the most valuable tools a designer or showroom owner can develop. Success in this area often leads to success in business. Kitchen and bath projects are often highly customized to client preferences and are emotionally significant for homeowners. When communication breaks down, even great design and quality products can’t save the interaction.
From a cabinet manufacturer’s perspective, here are communication best practices based on industry experience and shared by professionals who work closely with designers and homeowners.
Our Client Communication Best Practices
- Lead with appreciation, professionalism, and respect.
- Communicate consistently, be reliable.
- Listen more than you speak.
- Share complete and accurate project information.
- Set expectations early and reinforce them often.
These client communication best practices consistently lead to smoother projects, stronger trust with your client, and better outcomes for everyone involved.
1. Start With Appreciation and Professional Courtesy
Client communication begins early. Your first interaction will likely set the tone for the whole project. Clear, polite communication sets expectations for how conversations will be handled moving forward for both you and the client. It encourages mutual respect, which will continue building throughout the project and is essential to handle future conflicts.
Leigh Penner, CKBD, emphasizes the value of simple gratitude. “I thank my clients. If they send me an email, I thank them for the email they sent in, and I sign off my emails with ‘Thanks.’”
This approach reinforces respect and attentiveness. In a process that can feel overwhelming for homeowners, small signals of appreciation go a long way.
2. Maintain a Consistent Line of Communication
Consistency is one of the most important client communication best practices. Clients want to know they will be kept informed, especially when decisions take time or when adjustments are needed.
Stick to a consistent turnaround time for replies. Provide updates regularly, even when there is no major change. Being reliable doesn’t mean dropping everything to answer a call but maintaining consistent operational standards and making those clear to the client.
3. Listen First, Speak Second
Home projects are stressful for homeowners and are a large investment in their home. Most clients just want to be assured that their requests are understood. Dale Carnegie’s “How to Win Friends and Influence People” suggests that having a genuine interest in others and being a good listener as some of the best ways for effective communication.
Sam Friesen, Customer Service Representative at Decor Cabinets, highlights the importance of listening. “Spend more time listening than speaking, especially if there is a misunderstanding or conflict.”
This is especially important when clients feel stressed or unsure. When people feel heard, tension decreases and solutions become easier to reach.
4. Share Project Information Among Project Partners
Communication extends beyond conversations with clients. It also includes how information is shared with manufacturing and support teams. Being able to relay information between clients, designers, tradespeople, and suppliers is important too. We chatted about this with Zach Pauls, Special Projects Manager at Decor Cabinets during our webinar week.
From a manufacturer’s standpoint, clear drawings and complete details reduce assumptions and revisions. This leads to greater accuracy, fewer delays, and a smoother experience for everyone involved, including the homeowner.
Jeff Enns, Director of Customer Experience at Decor Cabinets, explains why detailed documentation matters. “Sending floorplans and elevations with cabinet orders gives the manufacturer the information needed to do our job at the highest level, allows us a better understanding of the parts and pieces and where they belong, and ensures we’re doing everything possible to add as much value as possible to the ordering process.”
5. Set Expectations Early and Reinforce Them Often
One of the most overlooked client communication best practices is expectation setting. Clear timelines, defined responsibilities, and upfront explanations of process help prevent confusion later.
It may seem like more work up front, and you may have completed successful projects in the past without as much formality. But when more complex projects come through your business, you’ll be glad to have set up a system that provides this clarity — even if it seems redundant to you.
Clients appreciate transparency, even when answers are not perfect. Regular check-ins and proactive communication reinforce confidence and professionalism throughout the project lifecycle.
When expectations are clear, trust grows and projects move forward with fewer surprises.
Why Communication Is a Core Professional Skill
In the kitchen and bath industry, communication is not a soft skill. It is a necessary, professional one. Designers and showroom teams manage complex projects that involve homeowners, trades, and manufacturing partners. Clear communication keeps those moving parts aligned.
From a cabinet manufacturer’s perspective, the projects that run most smoothly are supported by consistent updates, thoughtful listening, and clear documentation. These habits reduce revisions, protect timelines, and help everyone involved deliver their best work.
When designers treat communication as a core professional skill, the result is better projects, stronger trust, and long-term success.
