This is part of an ongoing series where we highlight our staff members through a Q and A.
Madison Frank - Director of Client Services
How did you originally get in touch with Imagine It Done to start working in the professional organization field?
Lisa and I had connected via Instagram, probably 6 months before I made the move from the RealReal to Imagine It Done. I also had an existing connection to her - my aunt and Lisa were college roommates. They had reconnected and spoken about me and that’s when I got back in touch when I was finally ready to make the leap.
Did you know that you wanted to join the team in a Client Servicing role or did you connect to be an On-Site Organizer?
Honestly, I came in just to be a part of the team. I was already really organized so I was happy to be in any role. The Client Servicing role kind of just happened more organically. After a while, we realized it would be more productive if I wasn’t splitting my time on site and then also doing client emails.
What are some of the top day in the life tasks for a Director of Client servicing at an organizing company?
Starting the day reviewing all my emails, setting up calls. A lot of my calls are set up the day of and my schedule is constantly changing throughout the day. I always set aside a chunk of the day to work with repeat clients who reach out. For example, if they need a proposal for a refresh of their space. Then I have the time that is taken up for my virtual clients.
Have you always been really organized or was it something you grew into when you got older?
Yes, I have been organized forever and I kind of grew up in an “Imagine It Done” type home.
What is your current favorite organizing hack?
I love utilizing behind the door space. It’s definitely my favorite place to add storage. Whether it’s the door under the kitchen sink for dishwasher cloths or behind the bathroom cabinet. I love adding that extra little storage space.
What do you find is the client’s favorite style or organizing products from the lookbook that is shared with them before their project?
I think for lookbook items, Lazy Susans within the kitchen are always really pretty, well curated and functional. (Note: The above is an affiliate link, which means if you purchase using this link we get a small commission at no cost to you).
When a client inquires about working with us, what is your favorite space to get them set up and work with them through?
When I’m first speaking with a client, I really make it all about them and what they’re looking for. Then I will tailor my responses and recommendations accordingly, focusing on their needs. I would say Nurseries and Master Closets are the top two spaces people want to work on and can be really beneficial!
What is the most rewarding part of helping clients to get a home organization?
I feel that it’s a true life changing moment. I think it’s great when people see the light at the end of the tunnel, especially people who consider themselves to be real hoarders. It’s great to see they have jumped over that obstacle and changed their life for the better.
If you had to give one piece of advice to someone who was thinking of going into a service based role where you’re client facing, what would it be?
My number one tip would be to at first just be patient and take notes. All of our techniques are not learned in a day, which I’m sure can be super frustrating. So just keeping ‘all of our tools’ so to speak organized, will help bring everything to fruition.