Trade Tales: Kevin Isbell on What to Do When an Order Goes Wrong

Release Date: May 14, 2025

In this insightful episode of Trade Tales, host Kaitlin Petersen delves deep into the challenges faced by interior designers when vendor orders go awry. The episode features a returning guest, Kevin Isbell, whose firsthand experience navigating vendor mishaps offers valuable lessons for design professionals striving to maintain excellence and client satisfaction.

1. Introduction: Addressing Vendor Accountability

Kaitlin Petersen opens the episode by setting the stage for a crucial discussion on vendor accountability. She introduces the week's topic—a crisis scenario where a designer struggles with a problematic order from a trusted vendor.

[00:51] Kevin Isbell: "I ran into a scenario where I've worked with a vendor that I worked with in the past, so thought I had a really good relationship with, but there were certainly a couple aha. Moments that occurred that have given me some pause..."

This initial setup highlights the unexpected challenges that can arise even with established vendor relationships, emphasizing the need for robust processes to safeguard both the designer and the client.

2. The Crisis: When Orders Go Wrong

Kevin recounts a specific incident involving custom chairs that were delivered with incorrect specifications. Despite clear purchase orders (POs) and detailed communications, the final product did not meet the agreed-upon standards.

[01:33] Kevin Isbell: "I was doing some custom chairs for a client. Appropriate PO specifications were done, details were all outlined within that PO... four or five months later... something wasn't right about these pieces."

The delay and subsequent discovery of the mistake underscore the complexities in project management and the ripple effects of vendor errors on client satisfaction and project timelines.

3. Dealing with Vendor Mistakes

Kevin details his attempts to rectify the situation, starting with reaching out to the vendor and proposing solutions such as local repairs to avoid further complications. However, the vendor's lack of active participation led to prolonged issues.

[02:15] Kevin Isbell: "...I felt stuck between a rock and a hard place because I'm trying to get these chairs corrected. But I also have a vendor that's not really participating or actively involved in trying to get them corrected."

This segment sheds light on the emotional and professional strain designers face when vendor support falters, emphasizing the importance of proactive and reliable vendor partnerships.

4. Protecting the Client: Prioritizing Relationships and Reputation

Kaitlin and Kevin discuss the paramount importance of prioritizing the client's experience over vendor relationships. Kevin emphasizes that the client’s satisfaction is non-negotiable, even if it means incurring additional costs or replacing the vendor.

[17:45] Kevin Isbell: "The client is one, the reason I'm here. Two, the reason I'm eating. And so it's unfortunate, but it's not the client's fault."

This conversation highlights the ethical responsibility designers hold in ensuring their clients receive the promised quality, regardless of external setbacks.

5. Rebuilding Vendor Relationships: Vetting and Communication

Kevin shares strategies for establishing and maintaining strong vendor relationships, including thorough vetting processes and open communication channels.

[26:04] Kevin Isbell: "I'm starting with my colleagues. Right. So, hey, you know, who do you use for this? Right. For instance, this project in Virginia. There are designers out there that I know..."

He underscores the importance of recommendations from trusted peers and the red flags to watch for during vendor interactions, such as delayed communications and unprofessional correspondence.

6. Legal Considerations: Weighing the Costs and Benefits

The discussion touches upon the potential for legal action when vendor disputes escalate. Kevin advises caution, noting that legal battles can be costly and time-consuming, potentially exacerbating client dissatisfaction.

[21:51] Kevin Isbell: "It does, and it's time-consuming, it takes an emotional train on you... So I think in this instance, it's unfortunate and it's heartbreaking, but I think he owns two chairs that he will just have to specify into a new project when the time presents itself."

This advice serves as a reminder to consider the broader implications of legal actions, often advocating for resolution methods that prioritize client relationships over punitive measures.

7. Practical Advice and Best Practices

Towards the end of the episode, Kevin offers actionable advice for designers to prevent and manage similar crises:

• Implementing Quality Checks: Taking photos of products before shipment to identify discrepancies early.

  [04:02] Kevin Isbell: "...photos before it's sent out, so I could recognize any discrepancy that might be present via a photo."

• Enhancing Contracts: Including clauses that define liability, timelines for rectifications, and responsibilities in the event of errors.

• Maintaining Momentum: Drawing from advice he received, Kevin stresses the importance of keeping project momentum to ensure timely completion and client satisfaction.

  [33:47] Kevin Isbell: "Keep momentum is everything. Keeping the momentum in the project going is instrumental."

These best practices aim to create a more resilient workflow that can better withstand unexpected disruptions.

8. Conclusion: Upholding Client Trust and Professional Integrity

The episode wraps up with a reinforced message on the significance of client trust and the designer’s role in preserving it, even in the face of vendor challenges. Kevin reiterates that protecting the client's interests is paramount and that maintaining transparency and proactive problem-solving are key to sustaining professional integrity.

[33:38] Kevin Isbell: "It is the client at the top of the hill, and we have to make sure that they remain that way because it's what keeps us employed."

Final Thoughts

This episode of Trade Tales serves as an essential guide for interior designers navigating the unpredictable landscape of vendor management. Kevin Isbell's candid reflections and practical solutions offer a roadmap for maintaining quality, ensuring client satisfaction, and fostering reliable vendor partnerships. By prioritizing the client's experience and implementing robust internal processes, designers can mitigate the impacts of unforeseen vendor errors and uphold their professional standards.