decoding what our clients actually want

As interior designers, we do more than simply pick out beautiful furniture and elegant finishes. We are, in a way, detectives - observing, listening, and piecing together subtle hints and clues that our clients may not even realise they’ve dropped. At Willow & Bert, part of our process is about uncovering the unspoken desires of our clients. Often, these desires lie hidden beneath the surface, waiting to be discovered. So, how do we do it?

Let’s take you behind the scenes of our interior design process and explore how we tune into those tiny signals and decode what our clients truly want - even when they don’t think they know themselves.

the power of first impressions

When we first meet a new client, it’s all about setting the right tone and creating a space where they feel comfortable and open. Before we even sit down to discuss home design preferences, we observe their personal style. The way they dress, a funky bag or accessory often provides immediate insight into their aesthetic preferences.

Are they drawn to bright, lively colours, or do they lean toward soft, neutral tones? Are they nostalgic for the timeless elegance of British heritage, or do they gravitate toward quirky, unexpected details? These early signals help us form a foundation on which we’ll build our design vision.

asking the right questions … and listening closely

It might sound like an obvious step, but one of the most important tools in our interior design toolkit is listening - really listening. We’ve learned that it’s not just about asking questions; it’s about asking the right questions. For example, when a client says, “I want my home to feel warm,” we dive deeper. What does “warm” mean to them? Is it about tactile comfort, like plush velvet cushions and soft throws? Or is it a mood, like the golden hues of a sunset reflecting through the windows? Sometimes, what seems like a simple request opens the door to a deeper conversation about their values and experiences. That’s when we begin to unearth the little design clues that speak volumes.

We always encourage our clients to talk freely, even if they aren’t entirely sure what they want. Often, the process of describing these ideas helps them clarify their own home design desires - and gives us the roadmap we need to bring those dreams to life.

the hidden language of sentiment

When clients invite us into their homes, we don’t just see their space as it is today. We see the potential; the layers of life lived within each room. We pay attention to the items that are most cherished - those worn-out chairs, the well-loved artwork, or perhaps the family heirloom that has been passed down through generations. These objects tell us so much more than what they appear to be at face value.

A client might not explicitly mention that they want to include an antique piece from their grandmother in their living room, but the moment we spot it in their home, it’s clear that its sentimental value cannot be overlooked. We understand that these personal treasures need to be treated with care and respect. By incorporating them into the overall design, we create a seamless blend of past and present - just one of the many ways we honour the personal stories that shape a home.

a taste for colour: reading between the lines

As experts in creating traditional British interiors with a splash of colour, we’ve learned to decode the subtle ways clients communicate their taste for colour. Sometimes, clients don’t explicitly say they want a bold colour palette, but the clues are right there in their preferences. A client who gravitates toward deep blues and rich greens in fashion, for example, might be ready to embrace those same hues in their living room or bedroom.

However, it’s not always about “loud” colour choices. Some clients may be drawn to muted, softer shades - gentle pinks, warm ochres, or earthy greys. These preferences often surface in the fabrics they choose, the patterns they love, or the art that catches their eye.

At Willow & Bert, we specialize in adding unexpected pops of colour, whether it’s through a vibrant armchair or a set of bespoke, handmade curtains. But it’s essential to understand how a client feels about colour in the context of their lifestyle. The key is finding that balance where they feel both comfortable and inspired. So, even when a client hesitates to commit to a daring colour scheme, we can often intuit their readiness for it by observing the softer, quieter ways they hint at their tastes.

understanding what’s not being said

Sometimes, it’s what isn’t said that speaks the loudest. During a design consultation, clients might share a long list of preferences and ideas, but often it’s the things they don’t mention that reveal even more. Perhaps they avoid talking about certain areas of the house that feel neglected or underutilised. Or maybe they shy away from expressing frustration over past design choices that didn’t quite work out. These gaps in the conversation can give us critical insight into what needs to change.

For example, a client might downplay the need for more storage in their home, but by noticing the clutter or the disorganised spaces, we can tell that functional storage solutions will be a priority. In these cases, we can suggest creative, stylish ways to maximise storage - built-in cabinetry or bespoke shelving units - without ever having to point out the obvious. By subtly addressing these unspoken needs, we create designs that not only look beautiful but work for the people who live there.

honouring the past, embracing the future

One of the biggest challenges we face is understanding how clients want to navigate their personal style - whether they want to stay true to the classics or experiment with something a little bolder.

Our job is to interpret their desires through the lens of timeless British design, infusing it with fresh, modern details. For example, a client might mention that they love the elegance of Victorian-era interiors but also want their home to feel “fresh and current.” We can take this as a cue to blend heritage-inspired furnishings - like Chesterfield sofas or wingback chairs - with vibrant colour schemes or contemporary artwork. By layering tradition with unexpected elements, we create spaces that feel both rooted in history and forward-looking.

Final thoughts: The art of interpretation

Being an interior designer isn’t just about putting together rooms that look good; it’s about reading between the lines and understanding the deeper story that each client has to tell. At Willow & Bert, we pride ourselves on being intuitive listeners and perceptive designers who pick up on the hidden clues our clients leave behind. By understanding their subtle desires and decoding their unspoken needs, we create spaces that truly feel like home - not just for today, but for years to come.

In the end, our job is not just to design beautiful interiors, but to help our clients discover what they truly want, even when they don’t yet know themselves. And that’s what makes the process - and the result - so incredibly rewarding.

Until next time,

Chloe