September Pro to Pro

What do you think? E-mail us your feedback, contact information and the subject line, 'Pro to Pro' with your message.

Have a question and looking for feedback from industry peers? This month KBDN listens in on dialogue between industry professionals as excerpted from the KitchenBathPros.com online Design Discussion Forum.

CLIENTS WITHOUT
DESIGN APPOINTMENTS

QUESTION

I am a kitchen/bath designer for a firm that caters to retail and commercial clients. Currently, I am working with large-scale projects and working under extremely strict deadlines. The problem I’m having is that a lot of clients think they can come in unannounced and without an appointment and, in effect, monopolize my time.

Since we have a showroom, I understand that people will want to come and check us out and look around. However, I need a tactful way to convey to these clients that I cannot spend a large amount of time with them without an appointment, and that it is not okay to just show up without an appointment and expect to receive excellent customer service.

Unfortunately, we do not have a sign on our door that states “By Appointment Only.” I feel this would be a good solution, however my boss does not agree. Any ideas?
—SirenDezign

RESPONSE 1
Limit yourself to five minutes and when time is up, say, “I’m sorry I can’t answer all your questions, but I’m on a deadline this morning. Is there another time that we can sit down and discuss your project?”
—susan27

RESPONSE 2
I agree, but I’d also tell them right up front how much time you have, that you can speak with them for five, 10, 15 minutes, whatever, and then stick to that time, unless the person turns out to be clearly someone who would not be your client, then cut it shorter in a pleasant way. If, on the other hand, they represent a huge job, extend the time as desired.

But, I think it changes how they will discuss their needs with you if they know how much time they have. I’d absolutely stick to your watch on that and then end it when you said you would, at which point they can make an appointment if they are interested.
—susanckd

RESPONSE 3
Some of my customers use two-sided business cards. The front has all the usual stuff, while the back side is for appointment details. This makes it clear what the expectations are.

You could add a tag line that your clients should feel free to call ahead to schedule time whenever they feel the need. Be clear when you hand your card out that a call is vital to ensure that you are in the showroom and the time will be convenient for both parties.
—cabrep

SALES & PROMOTIONS

QUESTION

I’m just wondering what others’ opinions are about doing discounts and promotions.
Things are getting quiet around here, but I’ve certainly never had any luck with promos in the past. That, plus perceived bargains for better quality kitchen design, just seem to be counter-productive. Better yet – does anyone have any fresh ideas about generating valuable leads?
—ScottFL

RESPONSE 1
I agree, sales and promotions do not work, and they give quality dealers a bad image. In my opinion, nothing works right now. I have used television with no results, so I am going to try newspaper inserts, and I’m also going to try a local Women’s Expo.
—ootb

RESPONSE 2
Things are very quiet for me lately as well. I sent out a bunch of e-mails to AIA members and didn’t get a single bite, but...in placing one random call last week, the architect talked quite a bit and was enthusiastic about working together.

I gave him incentive, telling him that if a project is published, he’d be listed as a resource. First comes writing the letters, then is the follow up. I’ve had some success with that tactic, especially since architects usually have the big-ticket kitchens. They’re worth contacting.
—susanckd

RESPONSE 3
We’ve never used any means of advertisement, but this was due to the large grouping of builders, architects and cabinet dealers we had [on our client roster].