We recently connected with Kelly O’Neil and have shared our conversation below.

Alright, Kelly thanks for taking the time to share your stories and insights with us today. Can you tell us about a time where you or your team really helped a customer get an amazing result?

A success story that I would like to share is about my all time favorite clients. Now, as a business owner and someone who truly loves that I’m in the business of making people happy, I probably shouldn’t admit to having a favorite client. I’ve had wonderful experiences working with all of our clients. But, my first clients were a great success story.

I began working with the nicest couple who were doing a remodel of an oceanfront condo here in South Florida. This was to be a second home for them. When we met, I had just moved to Florida myself and was working for another designer. The clients signed a contract with that designer and I was handed Phase 1 of a 2 phase project, to be completed over the course of 2 summers. After the first phase was completed, the clients loved what the work that I had done with and for them! They were super excited to dive into Phase 2. Prior to getting started with that, my employer and I had determined that our working relationship just didn’t work. I decided it was time to start my own firm. My clients wanted to continue the work with me and my new firm. I felt conflicted. Technically, these lovely people were someone else’s client but the client did not feel obligated to continue with them. I explained my hesitation to the clients and after many conversations, they said that I was their designer and that if they had to wait a year to work with me, they would. That is exactly what happened. After a year of living with an incomplete renovation, I began to work with them for Phase 2. The design for the condo remained cohesive and our working relationship was seamless. After the full scope was complete, they loved the new home we created so much, that they decided to sell their primary residence in Texas to live in Florida full time.

A few years later, another unit in the same building became available. This unit had a better, unobstructed view of the ocean, intercoastal and more! My clients purchased the unit and we got to work on that condo as well. Nearing completion of that project, it was time to list their first condo for sale. Due to the work we had done, their first condo sold at an amazing profit and they were granted with a certificate awarding the unit the highest price per square foot of resold real estate ever in their neighborhood.
My firm has now done several units in this very exclusive condo building; the property manager has declared us the only designer allow to work in the building.

Fast forward to today, my clients granddaughter has decided to go to school for Interior Design. Beginning next month, when she moves to town, she will work for me and I will be her mentor. Love how the relationship had come full circle.

As always, we appreciate you sharing your insights and we’ve got a few more questions for you, but before we get to all of that can you take a minute to introduce yourself and give our readers some of your back background and context?

My love for interior design really began at an early age. I was the only child of a single mother. My mom worked very hard at providing a great life for me. In her efforts, we moved frequently. This was so that she could provide the best opportunities for me to have a great eduction in the best possible school systems. Each success, raise, promotion, etc mom would get, we would more to a better neighborhood with better schools. These moves always came with creating new living spaces for each home, starting my interest in design. I was that kid that, when we stayed somewhere for a longer time, would rearranged furniture or mom would decide it was time to paint to refresh. In my teen years, my mom met my stepdad, a builder with his own company. I enjoyed listening to stories about the job sites, the trades he was working with, the struggles of unexpected circumstances on the job. There were always large format prints of plans around the house. You could say that as a result of all of this, I was always immersed in the design/construction life.

Now, our firm loves creating beautiful, livable spaces that meet our clients unique needs & style. We offer interior design services that range from ground up new construction, full or partial renovations to full scale furnishings. Our work has not only helped clients live in homes they love, it’s also helped increase the value of their homes. When clients hire Kelly O’Neil Design, they experience our streamlined process which guarantees that their project is treated with the utmost care and expertise. Everyone that is a part of the team knows that Kelly truly believes that she is in the business of making people happy and wants every client, builder, trade and vendor to be a reflection and part of that.

I’m also including this bio that our firm typically sends out when I appear on a panel, podcast, speaking engagement, etc:
Kelly is the creative force behind Kelly O’Neil Design. With a mantra of “I’m in the business of making people happy,” Kelly has carved a niche for herself in the industry, transforming spaces into beautiful, functional homes that reflect the unique style and personality of each client.
Kelly’s journey in interior design began at Fairfield University, where she honed her skills and cultivated a passion that would propel her to create stunning homes across eight different states. From the vibrant energy of Florida to the cosmopolitan charm of New York, Kelly has left her mark, crafting spaces that seamlessly blend aesthetics with functionality.
Her dedication to excellence has not gone unnoticed, earning her the Best of Palm Beach award in the Interior Design category multiple times. This accolade is a testament to Kelly’s ability to weave magic into every project she undertakes.
Kelly is a visionary and at her firm, the team share’s Kelly’s belief that everyone deserves a space that speaks to their individuality. With her extensive experience and an eye for detail, the firm is confident that Kelly can turn your vision into a reality, creating timeless and personalized interiors that resonate with joy and satisfaction.
We encourage you to connect with Kelly – where happiness meets design.

Have you ever had to pivot?

Many times in a creative business, especially one where you are working in people’s homes, situations will happen where you have to pivot. In interior Design, this happens quite often. This can be due to procurement issues, damaged products, client’s changing their minds, unexpected issues with part of the construction plan, you name it! One particular project I had to pivot in a very unexpected way.

We were remodeling a penthouse unit of a condo building. The penthouse consisted of a rooftop area as well as a 3500 square foot, 3 bedroom, 3-1/2 bath unit. The rules of the building only allow work to be done May through mid-October. We determined the best way to begin was to complete the project in two phases, the roof being the first phase. This phase was being done during the summer of 2020, in the midst of Covid, making an outdoor project ideal. The rooftop was two levels, had a bar, kitchenette, bathroom and a tiled patio. We removed and replaced everything and added a built in outdoor kitchen as well. The clients were thrilled with the work we had done and were ready to dive into the next phase; the interior spaces.

I should mention, there is a preferred builder that this condo building prefers/recommends, this client did not want to work with them for various reasons. We began the interior phase with a general contractor that we hadn’t worked with before. No problem, we love finding new people that we can work with and build a relationship with. From the start our working relationship with this builder was challenging. Since they were unfamiliar with this particular building, there was a learning curve for them. They didn’t respond well to some of the rules imposed by the building that are in place for safely of the building as well as maintaining high quality living conditions for other owners that live in the building year round. Our firm had numerous differing opinions on achieving the design intent that the clients had approved. My clients had entrusted me as owner’s rep throughout the 2 phases, which is typical for work I do when clients are out of town. One understanding/responsibility of me being the owner’s rep is that the GC respects my decisions as if I were the client . In this capacity, we came to the biggest disagreement of the project, right at the very end, days before the clients were due to move in for the Florida winter season.

My client has a vast art collection that is incredibly important to him. The condo design consisted of a gallery hall to display the art. A key element to this, and the most important element to my client, was the installation of very specific art lighting. Two situations happened with the art lights. The first, the manufacturer of the lighting accidentally delivered the wrong order to our job site, a week before we were to stop all work in the building due to condo regulations. We immediately scrambled to find our order and had it delivered in two days. As owner’s rep, I told the GC that the lights had to be installed by the electrician immediately. The second situation, these were recessed lights. The GC and electricians had the all specifications and installation instructions on how to properly install the recessed lights. They chose not to listen to my instructions to install them properly. The day the client arrived home, the electrician was installing the lights, mounted to the ceiling in ugly wood boxes. Due to this, the client was livid. He determined that, although all other work in the condo was perfect, the job was a failure because of the art lights.

The decision by the GC and the electrician damaged my relationship with my clients. They told the client that I ordered the wrong lights. I defended the actions of my firm and proved beyond a doubt that I not only ordered the correct lights but also did everything I could to ensure proper installation, but the client chose to believe the GC.

Here’s where I had to pivot. We photograph all projects with a professional photographer. This project was some of the best work my firm has done and was very important for us to shoot. After phase 1 and the beautiful job we had done there (using a builder the building trusted), the client was happy to let us photograph the roof. The photos were gorgeous! Due to the issue of the art lights, the client refused to let us bring in the photographer for phase 2. I turned to Duke Renders to help. Knowing the photo realistic quality of renders by Duke Renders, I had them do renderings of the spaces of the interior that were most important to my firm. Their images were beautiful and look exactly like the work we did in the condo. Now we have images to use on social media, our website and any marketing that we’d like. I’m thrilled we found a way to turn our disappointment into a leaning moment and finding positive outcome.

Any stories or insights that might help us understand how you’ve built such a strong reputation?

At Kelly O’Neil Design, we strive for individuality in our interior design. We are known for truly listening to our clients, getting a full understanding of what they need and want, and strive to maintain their trust throughout their projects and beyond. I feel that clients appreciate my honesty, transparency, dedication and fun approach to working with them, creating a home they love. And my team has the same qualities. Our business is nearly 100% based on referrals from clients, builders and property managers because of how we approach each project. Working in someone’s home is a very personal relationship and I feel our approach just makes sense. I value friendships that have formed from the client/designer relationships and from the builder/designer relationships. The only way to achieve what we do is by being honest & genuine and that is a reputation I am proud to have.

Contact Info:

• Website: www.kellyoneildesign.com
• Instagram: @kellyoneildesign
• Facebook: @kellyoneildesign

Image Credits
Waddle Lifestyle Media Duke Renders