The Granite Community Website

The #1 Reason a Homeowner is Unhappy

Setting the Expectations

Although each inspection in which I take part has different issues, it is no surprise that the problems begin because the client’s expectations were not met.

Properly setting the expectations needs to be the highest company focus. It is not only critical in obtaining exemplary customer satisfaction, it is the right thing to do. Unfortunately, this is one of the most time consuming tasks and requires more listening than talking on both the salesperson’s and the client’s behalf.

The Salesperson’s Responsibility
The Salesperson sets the project in motion; therefore, it must be the salesperson’s goal be educated and pass on that education to the homeowner. In the granite kitchen countertop industry, the salesperson must assume that the client has no background about granite or even remodeling. Prior to signing a contract, he should cover all the aspects of the project, the product, the company’s performance and the price. The discipline a salesperson must learn is to explain each of these aspects in small doses and then listen to the client to confirm it is understood. This is critical to customer satisfaction. The salesperson should have a written checklist of the issues to cover.

The Homeowner’s Responsibility
Yes, the homeowner has an obligation too. Homeowners need to seek education. The three aspects from the Salesperson’s Responsibility paragraph above apply to Homeowners as well – product, performance, and price. To avoid ‘Homeowner Accountability’ every buyer should seek education. Product education will enhance the enjoyment of your granite and will make you knowledgeable about the natural characteristics, strength and limitations. Discussions about the company’s performance will avoid many pitfalls that make for unhappy remodeling memories. Lastly, ask what may cause the price to increase. If your granite contractor can not educate you, you need to move on to a contractor that can.