Photography by Kamryn Elaine Photo
As the year winds down, it’s the perfect time to reflect on what truly drives success: strong, lasting relationships. Whether personal or professional, nurturing these connections is fundamental to growth, especially in client partnerships. So how can you build and strengthen these vital relationships as you step into 2025 with fresh energy and focus? Earlier this month, O’Hara Interiors and Lelch brought this question to life with an inspiring fireside panel at the beautiful O’Hara family residence. Top local home-industry leaders shared their insights, offering actionable advice to set the stage for a strong year ahead. Here, take a moment to learn the distinguished panelists’ takes on cultivating and maintaining lifelong client relationships.
ON FINDING THE RIGHT CLIENTS
Managing Principal of PKA Architecture
Kristine Anderson’s first step in establishing a potential long-term relationship is finding the right client. She says that knowing your firm well and presenting yourself honestly will help you find clients who are a good fit. If you’re able to give an accurate peek at what it will be like working with you, you can have confidence that, when the client chooses you, they’ve made the right choice. “Once you’ve established a connection, make sure to have some fun,” Anderson adds. “The client has already hired you for your expertise, so now the more they enjoy the experience working with you, the more likely they are to come back. And sometimes, you aren’t the right fit. But remember that the industry’s talent in the Minneapolis area is top tier. Supporting the client’s choice and your fellow industry friends is always good practice.”
ON ESTABLISHING PERSONAL CONNECTION
CEO and Creative Director of O’Hara Interiors, Co-Founder of Fay + Belle Rugs
Kate O’Hara’s advice for jump-starting a positive and memorable relationship begins with getting to know your client well early on. “One thing our firm likes to do with new clients is send out questionnaires that ask increasingly detailed questions,” O’Hara explains. “This way we can really get to know them right off the bat, even down to their favorite coffee. The next time we meet, they’re greeted with their beloved beverage. Little details are memorable and go far in terms of establishing a positive experience. We strive for: If you can experience it being welcomed at a salon, you should experience it walking into our firm.” She notes that clients put a lot of money into custom home services, so creating a personal connection makes that investment feel more meaningful and can lead to a longer, stronger partnership over time.
ON BUILDING TRUST
President and Co-Founder of John Kraemer & Sons
Kraemer emphasizes that trust is the foundation of every professional relationship and building it is essential for achieving positive outcomes and fostering long-term partnerships. “In the home industry, it’s crucial to show clients that you’re providing a service that is worthy of their dollars, not just taking their money,” Kraemer says. This starts with assembling the right project team. He explains that thoughtful ‘matchmaking’ can create a big difference and that pairing personalities or values can foster smoother collaboration and better results. Kraemer also urges team leaders to: “Ensure your employees are happy and supported, because if they are, clients are more likely to feel the same.” In a positive project environment, the client will feel like a part of the team and know that their voice will be heard. Ultimately, he underlines that trust is built by consistently showing that both your team and clients are valued and protected every step of the way.
ON BEING AN EXPERT
President of Lelch
“In an industry where the client is relying on your expertise, be the expert,” Lelchuk says. Knowing your field and communicating your knowledge clearly is imperative, especially when dealing with complex topics like technology. As a subcontractor, his company’s responsibilities are two-fold: serving the client and supporting the partner. “Our job is to make the builder look good,” he shares, adding that earning their trust with skill and transparency benefits everyone. Furthermore, remaining communicative will help the experience stray from feeling transactional, ultimately creating a memorable relationship. And when asked about reacting when things go wrong, Lelchuk remains positive: “Challenges and errors are inevitable, especially with technology. The good news is a well-managed recovery can leave a stronger impression than a flawless project, which can mean the difference between a one-time customer and a loyal advocate.”
