Ninety percent of these are from consumers who make appointments to come to the design center and meet their designated Designer on Call for a free one-hour interview. More than 75 percent of these customers go on to develop projects with an interior designer or use them as professional shoppers within the center. They hardly understand how to process a purchase order or write a contract. They have never thought of their business skills, going beyond time management let alone writing a mission statement. A major drawback to growth in the interior design industry is the fear that exists within the consumer's mind.
Consumers are afraid of the design process because there are too many scary stories.
Things go wrong, furnishings don't arrive on time, the schedule goes off target and the budget goes way up. O'Malley teaches designers to become better listeners, and reminds them that first and foremost they are delivering a service. Initial telephone interview sheets outline the customer's personal experience and needs, and track current and future purchases, naming design center resources. When purchase orders are written, copies are filed and recorded so that the design center knows exactly how much the orders are worth, and which tenants in the building are benefitting. After four successful programs, Designer on Call is a remarkable example of how one person can make a difference and touch the lives and businesses of so many.