Let’s face it—most homeowners think they don’t need professional design help. Convincing them otherwise? That takes patience. Lots of it. Kitchen designers know this well, as our job involves more than just picking out cabinets and countertops—it’s about problem-solving, balancing budgets, and managing expectations.
Sometimes, customers be testing our patience…
When Customers Think They Know It All
Dealing with customers who believe they’ve “got this” can be challenging. For example, a homeowner might proudly declare, “This is my third kitchen renovation; I don’t need your help.” Moments like these can make you want to pull your hair out. But seasoned designers know better.
A full-time kitchen designer might oversee 50 projects a year, each one unique and demanding its own set of solutions. Our experience and expertise allow us to navigate these challenges and suggest designs and financial trade-offs that go beyond what a DIY approach can achieve. Without this level of professionalism, we simply couldn’t do our jobs effectively.
Read the funny stories from Mainline Kitchen Design:
A Masterclass in Patience: Doug Mottershead
Doug Mottershead is a prime example of patience in action. His middle name could easily be “Patience.”
When Doug began working as a designer 20 years ago, walk-in customers were a common sight at the showroom. These interactions typically went like this:
Customer: “Hi, I have all my measurements. I’d like to sit down and start designing my kitchen right now.”
Doug: “I’m sorry, but I work by appointment and need to visit your home to take measurements and ensure everything is accurate. Can I schedule an appointment for you?”
Frustration would set in, and many customers would bypass Doug, opting instead to approach him directly. If Doug wasn’t busy, he’d warmly welcome them and say, “I’d love to help! What’s your name?”
Doug’s approach was genius. He’d ask questions like, “Should I enter these wall measurements in inches?” or “Does this wall have a window?” Eventually, the customer would realize they didn’t have all the necessary details and would often ask, “Could you come out and measure?” Doug would smile and reply, “I’d love to!”
Three months later, Doug would be finalizing their cabinet order, and the customer would be thrilled with their new kitchen design. Doug’s patience made him a top performer wherever he worked.
The Prankster: Mark “The Pickleman” Mitten
Another unforgettable story involves Mark Mitten, a former stand-up comedian and friend of Doug. Mark’s sense of humor and love for pranks once tested the patience of Ed Sossich, a kitchen designer who now manages operations.
Fifteen years ago, Mark walked into a Lowes store where Ed was working and pretended to be a difficult customer:
Mark: “Hi, I’ve got all my measurements and don’t need design help. Just input my design into your computer. Also, I’ll need a discount.”
Ed, flustered and processing Mark’s demands, was about to respond when Mark burst out laughing, revealing that he was a friend of Ed’s. “I’m sorry, I just couldn’t resist messing with you!”
Patience: A Kitchen Designer’s Superpower
Whether it’s managing confident customers or handling playful pranks from friends, patience is an essential skill for any kitchen designer. It helps build trust, navigate challenges, and deliver beautiful, functional kitchens. And, of course, it results in some entertaining stories.
Original Story from: Main Line Kitchen Design – Every Day as a Kitchen Designer Is a Test of Patience
