Sometimes the customer tells you they want something...but it turns out they really want something else (and don't always realize it).  Has this ever happened to you?

It happened to me again last night.  I have a customer remodeling their kitchen.  Kitchen remodels are always expensive and often cost more than what the homeowner was hoping for.  Sound familiar?  Well this customer asked for tile flooring (which of course I'd be happy to help them with).

Well it turns out that their floor is sloped and to install tile, will cost them a LOT more than usual as we would need to level out the floor.  In addition, my customer thought that installing tile was relatively inexpensive...that's what her friends told her...after all the tile isn't that expensive.  I almost started to choke and gasp a little.  I said, yes, that is true...often the tile is not that expensive...but that doesn't matter because you get killed in the labor cost.  I try to look at the TOTAL cost for labor + materials.  Here in the Northeast and mid-Atlantic, the material for tile is less expensive than hardwood (generally), but the labor for tile is way more expensive.  Usually when you combine the two together (and that is the relevant way to look at if for the customer), tile is more expensive than hardwood.  And, in this case, they already had hardwood floors on top of plywood.

I then looked at the hardwood in their kitchen and it was in pretty good condition.  Sure, it needed to be refinished and we would want to change the color, but it was easy enough to work with.  I told them I'd be happy to rip everything up, level out their floor and install tile if that's what they wanted...afterall, I'll make more money on that.  But, it would be a lot less expensive to either refinish their hardwood or put new hardwood in there.

And, then, this was interesting...the wife said, I always preferred hardwood anyway.  My feet are already hurting me on the hardwood.  I told her tile will just make her feet ache more.  Then, she said, oh and tile is cold...looks cold and feel cold, so if we did tile, we might want to get radiant heat (which of course incrases their budget).

I then showed them samples and did an estimate...and guess how much the difference was????

If this customer did tile, it would cost them 3 to 4 times the amount that new 4" wide hardwood would cost!!!

So now my customer is happy.  First, I saved them a lot of money.  Second, we found a good color for them.  Third, I found them a surface that is warmer and easier on their feet.  Fourth, I told them about some new rubber/foam mats that have a lot of cushion that they can put in front of the sink - two of my customers had this...but, I forget where they got them so I need to find out.

Off topic, they showed me their bathroom w/ some blue/white tiles that they really disliked but couldn't afford to retile.  I told them how they could get them refaced and made white or some neutral color and how that will be a lot less expensive vs. replacing all of the tile.  I told them I'd be happy to retile this or any other bathroom, if they would like.  but, hopefully I've gained their trust and they'll call me back for the backsplash in their kitchen.

Every home is different and every kitchen is different and all our customers are different.  Sometimes hardwood flooring is the right way to go and sometimes it's less expensive; other times tile flooring makes more sense and there may not be much of a difference in cost.  it's good to speak to a professional who knows...and one who isn't biased towards one surface vs. another.  If you call a tile place, tile is the better option; if you call a hardwood place, hardwood is better, but if you call a flooring place, the answer is it depends on your needs, your budget and condition of the subfloor.