Trade Tales Episode Summary: Ask Us Anything with Regan Baker on Scaling Without Sacrificing Client Relationships

Introduction In this insightful episode of Trade Tales, hosted by Kaitlin Petersen, Business of Home's Editor-in-Chief, listeners are treated to an engaging conversation with Regan Baker. Regan, a seasoned interior designer from San Francisco, delves into the intricate process of scaling an interior design firm while maintaining the integrity of client relationships. Released on March 19, 2025, this episode addresses common challenges faced by growing design businesses and offers practical strategies for sustainable growth.

Scaling Challenges in Interior Design Regan Baker opens the discussion by highlighting the universal hurdles interior designers encounter when scaling their businesses. She emphasizes that while creative growth is essential, managing increased client inquiries and maintaining quality service can be daunting.

"Scaling is by far the hardest," [01:01] Baker asserts, underscoring the complexity of expanding a design firm without compromising on client satisfaction.

Hiring Senior Designers: A Strategic Move A significant portion of the episode focuses on the strategic hiring of senior-level designers. Regan shares her experience of integrating a senior designer into her five-person firm to handle project oversight and client presentations.

"We started getting more inquiries than we could handle or say yes to. That's a great problem to have," [02:25] Baker explains, reflecting on the influx of business following increased marketing efforts.

Regan discusses the importance of introducing senior designers to clients formally. She implemented changes in contracts to feature team member photos and roles, ensuring clients know who their primary contact will be from the outset.

"We started repetitively expressing that I am part of the design making decisions... I oversee everything," [02:25] Baker describes her approach to delegating responsibilities while maintaining oversight.

Managing Client Relationships During Growth One of the critical challenges addressed is transitioning client interactions from the founder to senior designers without alienating clients. Regan emphasizes the necessity of building trust both within the team and with clients.

"Design is inherently personal... What does it take to hand off client communication without damaging the relationship?" [00:51] Kaitlin Peterson poses a pertinent question that Regan adeptly navigates.

Regan's solution involved clearly introducing senior designers during initial meetings and ensuring they are cc'd on all communications. This transparency helps clients feel comfortable with the new points of contact.

"The senior designer is absolutely... she's doing the presentation and sometimes I'm not even there," [02:32] Baker confirms the shift in client-facing roles.

Systematizing Processes for Efficiency A recurring theme in the conversation is the implementation of structured processes to ensure consistency and efficiency. Regan highlights the use of project management tools like Asana to streamline operations.

"We use Asana, it's a project management tool... we have put in a template so every time we onboard a client, we assign and literally have a start to finish process," [17:51] Baker elaborates on the importance of systematization.

By establishing standardized procedures, Regan ensures that every team member is aligned, reducing errors and enhancing productivity. This systemization is particularly crucial when expanding the team and delegating responsibilities.

Team Structure and Roles Regan provides an in-depth look into her firm's team structure, which now includes senior designers, intermediate designers, project managers, and junior designers. Each senior designer leads a team, ensuring that projects are managed effectively from conception to completion.

"We have three teams, each led by a senior designer... we really need the team to have a project management component," [19:27] Baker outlines her organizational framework.

This hierarchical structure not only facilitates better project oversight but also fosters a collaborative environment where each team member can contribute their strengths.

Dealing with Growth and Embracing Friction Growth inevitably brings challenges, and Regan candidly discusses the friction that arises when scaling a business. She emphasizes the importance of allowing team members to fail and learn, which is essential for personal and professional development.

"The hardest part is like letting go and letting people fail... the more friction you have, the more you're growing," [28:47] Baker shares her perspective on embracing the inevitable challenges of expansion.

Regan advises fellow entrepreneurs to view friction as a sign of growth and to maintain patience and trust in their team's capabilities.

Advice for Scaling Successfully Towards the end of the episode, Regan offers valuable advice for designers looking to scale their firms. She highlights the significance of hiring individuals who align with the firm's values and possess strong critical thinking skills.

"Trust who you are and don't get caught in the noise of the expectations of what you think you should do," [34:54] Baker imparts her most cherished advice, encouraging authenticity and self-trust.

Regan also stresses the importance of continuous system improvement and being open to adapting processes to suit the growing needs of the business.

Conclusion In this episode of Trade Tales, Regan Baker provides a comprehensive roadmap for interior designers aiming to scale their businesses without sacrificing client relationships. Through strategic hiring, process systematization, and embracing the challenges of growth, Regan demonstrates that it is possible to expand successfully while maintaining the personalized touch that clients value. Her insights serve as a valuable guide for design entrepreneurs navigating the complexities of business growth.

Notable Quotes:

• "Scaling is by far the hardest." — Regan Baker [01:01]
• "We started repetitively expressing that I am part of the design making decisions... I oversee everything." — Regan Baker [02:25]
• "Trust who you are and don't get caught in the noise of the expectations of what you think you should do." — Regan Baker [34:54]

Final Thoughts This episode is a must-listen for interior designers and creative entrepreneurs seeking practical advice on growing their firms sustainably. Regan Baker's experience and strategic approach offer actionable steps to balance expansion with client satisfaction, ensuring long-term success in the competitive design industry.