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there to install plants, and they’re like, ‘I hate the color yellow. Why did you install these ‘Sunshine’ ligustrums?’” Malis says. “Something that would have been so avoidable had I gone that extra mile. It’s important to me that the clients know what to expect because this is one of the largest investments they can make, so it’s only fair to them that they get a visual for what it’s going to look like and make sure they like it.” Heller says she will create a slide deck
for some of her clients that includes images of plants and hardscapes as well as other elements related to the project like gazebos or firepits. “I will use this presentation to tell the
“It’s important to me that the clients know what to expect because this is one of the largest investments they can make, so it’s only fair to them that they get a visual for what it’s going to look like and make sure they like it.”
- Sophie Malis, an enhancement manager with Southern Botanical, Inc.
creating a functional layout either. He says it’s about crafting a story reflecting the clients’ lives. By truly understanding the family dynamic, he can create spaces that are authentic, purposeful and unique to the homeowner. “If they have children, I incorporate elements that foster play and connec- tion, like a lawn that transforms from a serene green space into a lacrosse field,” Ackerman says. “If they have a dog, I design with their furry family member in
KEYTAKEAWAYS
Establishing trust through personal connections can significantly influence clients’ trust in your capabilities.
Listening to clients’ stories and understand- ing their backgrounds allows designers to craft spaces that reflect their lifestyle and memories,
26 The Edge //May/June 2025
making the design feel more meaningful and customized
Using 3D renderings, slide decks, and personal- ized visuals helps clients see the final outcome more clearly, reducing misunderstandings and increasing their confi- dence in your company.
mind, ensuring the space feels inclusive and personal.”
TOOLS FOR SUCCESS Ackerman says visual aids are essential tools for bridging the gap between ideas and emotions. “3D renderings can immerse clients in the design and something as simple as a hand-drawn sketch can evoke an equally powerful response,” Ackerman says. “These visuals become even more impactful when infused with personal touches like a coffee cup on a garden table or a book by a poolside lounge, helping clients see themselves and their lifestyles reflected in the design.” Malis agrees personalized touches in landscape designs can help the concept feel more real for the client. For instance, when she presented a design for an HOA, she listened to how they wanted a space where kids and pets would be able to run around and for adults to relax. In her rendering, she featured children play- ing on a playground and dogs running in the dog park. “Since I really took the time to listen
to their needs and put together a really comprehensive design, I ultimately was selected to be the vendor for the multi- phase project,” Malis says. “They let me know that they could tell I really cared the most about the project.” Malis says she provides photo render-
ings for almost all her clients so they can know exactly what to expect. “It’s happened for me before where sometimes I try to rush things, don’t have a rendering, and then we get out
story of what their property is going to look like,” Heller says. “It assists with the connection to the client because I offer to ‘walk’ the client through the presen- tation over the phone, in person or by utilizing Teams. It also helps with expec- tations and builds client confidence.” Highlighting successful past projects can also be beneficial in building out the design narrative for the client. Malis says a lot of situations are more common than a client thinks, and she is able to share how their solutions look during and after the installation. “Not only does it show the clients an
accurate representation of the solution, but it also shows them that I’m capable of providing an effective solution for them, and then they have more confi- dence in me in turn,” Malis says. Heller says she won’t talk about another client’s project in depth, but if there is a particular element the client is interested in, like a stone wall, she will take the client to a few properties to get a sense of what they like.
“Understanding what clients don’t like can be just as revealing as what they do like, helping us refine the narrative and design to resonate deeply with them,” Ackerman says. Ackerman says being open and
sharing about past challenges and how they were overcome can demonstrate humility, transparency, and a willingness to adapt. “This openness fosters a deeper level of trust and reassures them that you will handle their project with care and professionalism, no matter the circum- stances,” Ackerman says. “Ultimately, honest storytelling, whether of triumphs or lessons learned, creates a stronger connection and inspires confidence in the design process.” TE
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