Radical Honesty: The Real Deal on Making the Designer/Sales Rep Relationship Unbreakable
By Nancy Charbonneau, Charbonneau Interiors
As a designer who values both communication and relationships deeply, I’ve found that strong connections with our sales reps are truly the backbone of a smooth-running business. At Charbonneau Interiors, we believe that fostering collaborative relationships is essential to creating beautiful spaces that resonate with our clients. When vendors approach us not just as another potential sale but as people they want to understand, we can accomplish amazing things together.
I recently returned from High Point furniture market, an incredible weekend I’ve been attending for well over 25 years. This year, I had the honor of speaking on a designer panel on how we, as designers and sales reps, can build strong, mutually beneficial partnerships.
A big thank you to Pearl Collective, Sarreid, Deborah Flate, Claire Claffey, Mickey Sharpe, and Gail Doby for being part of this panel, and making it happen!
1. The Foundation: Start with Real Connection
One of my core principles in building any working relationship is authenticity. This is especially true in our vendor partnerships. I want to work with people who genuinely care about understanding my vision and values. When a sales rep approaches me in the same way I approach my clients—getting to know me, understanding my challenges, and seeing the world through my eyes—our relationship becomes so much more than transactional.
If sales reps would approach their designer clients like this—getting to know us not only when the economy is down but also when it’s thriving—it can be a game-changer. Show me you value the relationship itself, and not just the potential sale, and we’ll go far together.
The gist of it: Designers + Sales Reps = Better Design, Happy Client
2. Proactive Communication: Addressing Lead Times and Schedule Changes
Managing production schedules and lead times is critical in our work. It all starts with asking the right questions up front. I want my sales reps to ask me how I prefer to receive updates about changes. Some information may be better delivered over a quick phone call, while other updates might be more suited to an email. Consistency is key—follow up in writing, and make sure I get the information promptly. If there’s a delay in relaying information, it can put our entire project timeline at risk, and that’s something no designer wants.
In particular, I appreciate it when a sales rep takes the time to make a considerate phone call to let me know about a delay, with a follow-up in writing. It shows that they respect my time and understand the pressure I face in keeping clients informed.
3. The Art of Clear Communication and Responsiveness
I can’t stress enough the importance of clear communication from the start. Setting expectations around response times, preferred communication channels, and providing key project details upfront can save both designers and sales reps a great deal of time and frustration. An open line of communication also fosters trust and allows both parties to work more efficiently.
For example, my team has a dedicated rep from Hunter Douglas who has been with us for over 15 years. What sets him apart isn’t just the duration of our relationship but the depth. He understands our priorities, and consistently anticipates our needs. This kind of rapport enables a level of responsiveness and problem-solving that simply isn’t possible without a strong foundation.
4. Building a Collaborative Relationship: Getting to Know Each Other Beyond Business
To me, the best vendor relationships feel like friendships. In the same way, I love it when a sales rep wants to learn about who I am as a person and not just as a designer. That personal connection makes a difference, and I’m far more likely to make time for the reps who genuinely want to build a relationship.
A great sales rep also takes the time to ask questions like, “How can I best help you?” or “How can I make your life easier?” These small but thoughtful gestures help create a supportive partnership that goes beyond sales and lays the foundation for collaboration.
5. Samples and Discontinuations: Ensuring Smooth Processes
Having up-to-date samples is essential for us to be able to sell products effectively, but sending samples without notice creates another layer of tasks for our team. Instead, I encourage reps to ask us about our needs before sending materials, which helps us avoid unnecessary handling. Communication around discontinued items is equally crucial; knowing when a fabric or material is no longer available allows us to manage client expectations without disappointing them later.
Nothing is more frustrating than a client falling in love with a fabric, only to find out it’s discontinued. Transparent communication from our reps about product availability can save us a significant amount of time and helps us maintain trust with our clients.
6. Leveraging Economic Opportunities: Training and Budget Flexibility
When it comes to maximizing project value within a budget, proactive communication is invaluable. I appreciate it when a rep checks in regularly to ask what resources or products I may be looking for. If a product isn’t available within our budget, suggesting alternatives or directing us to additional resources can go a long way. Whether it’s sending over a quick YouTube tutorial or offering updated product training, every piece of information helps me feel more empowered in my selections.
Sometimes, I’d love a rep to ask, “What do you need, and if I can’t find it, can I point you in the right direction?” This kind of support not only builds trust but also allows me to expand my resources creatively.
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Truly, I believe that fostering authentic, collaborative relationships with sales reps allows us to do more than just keep projects moving smoothly—it creates an environment where creativity and efficiency thrive. When we work together in partnership, not just in pursuit of a sale, the results are evident in the seamless service we deliver to our clients — because at the end of the day, it truly is all about our clients, and how we can forge and build relationships to best help them design a beautiful life they love.
