Specialty Spotlight Resource Guide 2023

April Showers, Bring May Flowers APRIL 2023

SPECIALTY SPOTLIGHT Our Lucky 13 th Year of Partnership

ENSURING A POSITIVE CUSTOMER JOURNEY

How long will it take the customer to get to their countertops? How much will it cost and how long will it take are the first questions most customers consider when purchasing custom countertops.

Customers who haven’t remodeled before or who are unfamiliar with the construction process can be caught off guard at the time new construction and remodeling kitchen and bath projects can take.

Setting Lead Time Customer’s Expectations in a Positive Way:

• Know the facts: Reach out to your fabricator partner via email or a phone call to ask what their cur rent lead times are for each product line. Sales volume in your area can affect lead times but your fabricator will be able to provide accurate lead times to share with your customer. • How to communicate lead times in a positive way: Keep it simple. No matter what your fabrication partner’s current lead time is, delivering the news in a positive way can set a positive tone for the entire customer experience. Custom, made-to-order products take time. 1. “You’re going to love working with (Your Fabrication Partner’s Name). I checked with them this week. They can be out to your home by the end of this week to template and you will be enjoying your new countertop in less than 5 weeks. They really do a great job.” 2. “Our fabrication partner is great to work with. They are true craftsmen. If you purchase today, you will have your countertop in less than 4 weeks.” • How do our lead times compare: Know your market. Don’t assume the lead time is too long or lon ger than our competitors. • Communicate Value - Be sure to share what’s included in their purchase: • Your design expertise • Your fabrication partner’s expertise • Professional In-Home Template/Measure

• Edge Profile Options at No Charge • Four Faucet Drills at No Charge • Radius’ up to ¾” at No Charge • (1) Unpolished Cut-out at No Charge • Custom Fabrication • Delivery • Custom Installation