Press one for this,  two for that,  three to go back. Press four to be connected…”A simple question or concern evolves into an endless sequence of automated responses, which fail to solve your problem. Frustration builds. Disappointment sets in. Trust fades. Is customer service in the age of AI changing the business of interior design?

Why Outstanding Customer Service Still Matters

AI has certainly changed the way businesses operate. In my post Is AI Redefining Interior Design I looked at AI’s effect on the designer. Now I am looking at customer service for interior design in the Age of AI and asking if it is changing the business of design. Of course, AI is useful and it is here to stay, but when it comes to customer service, we’re in tricky territory. Without a doubt, outstanding service is more in demand than ever, but harder to find.

A Foundation Built on Service

I founded my business in 2002 on two core principles:
Exceptional personalized design and superior customer service. Those pillars haven’t changed. And they shouldn’t. We interior designers work in a service industry. Dealing with customer service issues, especially when products fail, can be one of the most frustrating parts of our job. But it’s also one of the most important.

Creating an Outstanding Client Experience

When an interior design client works with you, they’re trusting you with their time, their budget, and often their dream project. That trust doesn’t end the moment the project is done. Let’s say everything goes beautifully but then six months after installation, the client calls with an issue. Passing them off to a vendor’s customer service line after months (or even years) of collaboration risks everything you’ve built with them. It turns a personalized, luxury experience into something cold and impersonal.

Is It Your Responsibility? Yes, it is.

Designers often tell me they don’t handle post-project issues, they just refer clients to someone else. Now the client is tossed into the very AI-driven loop we’re all tired of. It’s impersonal. It’s frustrating and it’s not the kind of service we promise our clients.

Providing a Personalized Experience to Interior Design

Clients come to you for the full experience not just the design. That means continuing to support them, even after the installation is complete. Recently, a client of mine reached out about a product she purchased through us. When I contacted the vendor, they pushed the responsibility back on me: I had to track down the part, the warranty info, and a service solution. It was clear they didn’t want to help. So I took care of it myself. It took about an hour. The client appreciated it so much, that she reached out again a month later to start a new project.

That’s the kind of trust we should all aim to earn and keep.

Design Is Personal: So Is Customer Service in the Age of AI

In the world of personalized, high-end design, attention to detail shouldn’t stop at installation. I speak on many panels on the subject of luxury design and I find it interesting that so many designers want that client, but do they? Are they ready to take on the full responsibility of that level of client? Are they ready to provide an outstanding level of customer service in the age of AI?

A few ways to keep service personal:

• Listen. Sometimes, clients just want to be heard even if the solution takes time.
• Step in. A quick call or email to the right person can save your client a major headache.
• Stay visible. A simple check-in after project completion can go a long way.

A Small Effort That Goes a Long Way

Not long ago, a client called with an issue about her sink. I could’ve easily said, “Call the manufacturer.” Instead, I stopped by her house between meetings, assessed the issue, reached out to the contractor, and helped schedule a repair. Her sink was repaired, and more importantly, she felt supported. She knew she wasn’t on her own.

That’s the kind of goodwill that matters. Considering the pace of today’s world, it’s easy to lose if you’re not intentional about it.

Let’s Raise the Bar To my fellow interior designers, I’ll say this:

• Don’t disappear after the installation. If you specified it, help troubleshoot it.
• Make it easy to reach you. If your contact info isn’t front and center, fix that.
• Acknowledge concerns. Even if you need time to find the answer, let your client know you’re on it.
• Follow through. Clients remember how projects end. Make sure the final impression matches the first.

No one Wants to Feel Abandoned. 

• Of course, we all deal with the occasional unreasonable request. Some people want to return a product just because they changed their mind. It happens.
• Generally, most clients just want help solving their issues.  Even if the final resolution is out of your hands, being the one to guide them builds trust and long-term loyalty.
• The Problem with Being Hard to Reach
  We’ve all been there: you need help, you visit a company’s site, and you’re stuck in a chatbot loop with no clear path to a real person.
• I’ve done the same—spent hours searching for a phone number. And while I eventually got what I needed, it left me frustrated. Why was it so hard just to talk to someone?
• That experience stays with you and colors how you feel about that brand going forward.
• That’s why my contact info is easy to find. I do my best to return client calls and emails within 24 hours unless I’m traveling. 

The Next Generation Is Watching

Younger consumers are paying close attention. They want to work with businesses that share their values of transparency, accountability, and ethical service. Customer service isn’t a marketing term. It’s a value-added item. And if we want to earn their loyalty for the next 40–50 years, we need to act like it.

 In a World of Customer Service and AI It’s About Trust

Your client may forget the exact tile you used or the name of a faucet line. But they won’t forget how you handled a problem. They’ll remember how you made them feel and how you helped. 

Customer service still matters. maybe now more than ever. Let’s make sure we don’t lose that in the noise of automation.

What About You?
Have you had a great—or not-so-great—experience with customer service as a designer or client? How do you handle post-project problems in your business? My Designer’s Guide to Kitchen and Bath Success has great information you can use in your business today. Check them out here. 

Feel free to share your thoughts in the comments or reach out directly. I’d love to hear how others are keeping service front and center in their work.

Sharon L. Sherman, ASID, NCIDQ, CID, CKD

About Sharon:

Sharon founded Thyme and Place Design, headquartered in Wyckoff, New Jersey. She’s been practicing kitchen and bath design for over 20 years and is  Past President of the American Society of Interior Designers – New Jersey chapter, a professional member of ASID, a Certified Interior Designer in New Jersey, and a Certified Kitchen Designer.

She is a current member of the editorial board of KBB Magazine, the official magazine of the National Kitchen and Bath Association. Sharon received the Kitchen Bath Design News 2022 Innovator of the Year Award. Her award-winning designs and editorial comments have been featured in Forbes, The New York Times, Design Milk, Furniture Lighting and Decor, Designers Today, Bergen NJ magazine, Kitchen & Bath Design News, Woman’s Day, Country Decorating, Design NJ, New Jersey Home Magazine, 201 Magazine, as well as several books. She has authored the Interior Designers Guide to Kitchen and Bath Business Success, available through the website. Sharon is a sought-after conference speaker and CEU provider. You can contact her through the website www.thymeandplacedesign.com.