Teaching Clients Care for Countertops

I was once a salesman, so I understand the temptation to exaggerate the benefits of a product.

Solid surface countertops are a pleasure to sell, because they have many truly outstanding characteristics. However, they are not perfect that's pretty much because nothing that human beings make is perfect. Although durable, solid surface countertops are not indestructible. Although easy to care for, they're not completely maintenance free.

The key to a successful customer relationship, in the kitchen and bath industry or any industry, is to explain the benefits of a product with honest enthusiasm, without creating unrealistic expectations. Unfortunately, I have all too often met consumers who were misled during the sales process about the attributes of a solid surface countertop.

The issue of heat resistance is a significant example. It's true that solid surface materials are more heat-resistant than plastic laminates, which bubble and char relatively easily. However, this does not mean that consumers can safely disregard the possibility that heat could damage a solid surface countertop and it's wrong to create this impression in a consumer's mind.
Consumers often want to know whether or not they can put a hot pot on their countertop.

The honest answer is, "It depends."

For example, a small saucepan containing boiling water placed on a solid surface countertop is unlikely to cause damage. However, a large kettle full of very hot cooking oil almost certainly would cause damage. The higher the temperature and the greater the mass of the object, the more likely it is that damage will occur. Therefore, the safe answer is to recommend against putting any hot pot directly onto the surface of the countertop.

DAMAGE BY HEAT
How does heat damage a countertop? In my experience, there are three types of damage that can occur, and one or more may be present in any given case.

First of all, rapid, intense heating of a relatively small area can cause discoloration, which is seen as whitening and may be accompanied by surface irregularity. A common cause is placing the edge of a tilted hot pot onto the countertop to steady it.

Next, prolonged overheating of larger areas can lead to thermoforming, which results in warping, rippling or sagging of the countertop surface. Causes may include unprotected use of portable electric appliances, such as electric frying pans, or placing a hot roasting pan onto a towel on the countertop.

Finally, heat can cause cracks because the heated area expands while surrounding cool areas do not. The result is a buildup of internal stresses that may be relieved by cracking.
All this damage can be repaired, although significant damage requires many hours of skilled labor to correct completely. The good news is that the vast majority of consumers who own solid surface countertops never experience any heat damage.

Consumers should be educated about how to avoid heat damage. The guidelines are fairly simple:

• Hot pots should never be placed directly onto a countertop, or into a solid surface sink. Instead, hot pots should be placed onto an unused burner, or onto a solid trivet with rubber feet.
  '
• Portable appliances should be used with caution. This includes electric frying pans, deep fat fryers, portable woks, crock pots and the like. Such appliances should only be used on solid trivets with rubber feet. (Toasters and coffee pots do not generate enough heat to cause problems, in my experience.)
  
  Consumers are more often than not surprised that portable appliances can cause problems, pointing out that their favorite such appliance is elevated on feet. However, the fact is that these appliances radiate an enormous amount of heat down onto the surface of the countertop, unless they're used on a solid trivet.
  '
• Pouring large amounts of boiling water into a solid surface sink can cause rapid expansion, leading to cracks. The solution is to run cold water into the sink while pouring the boiling water. This will cool things down enough to eliminate the risk of cracking.
  '
• Heat damage adjacent to ranges and cooktops is also a risk, most often seen as cracks in corners or adjacent to the largest burners. Consumers should always use vent hoods or downdraft fans while cooking, as the constant air flow will help moderate hot spots.