I sent my customer to my "competition" | Chappaqua NY 10514

By
Home Builder with The Flooring Girl
https://activerain.com/droplet/lNL

carpet in chappaqua NY 10514Yes, I did...and it feels so good!!!!

Now, let me explain...just so you don't think I'm completely crazy.

This morning, I met with a customer from Chappaqua NY 10514, my home town.  Turns out we both went to the same high school (Horace Greeley) but 4 yrs apart, so we never met.  She seemed nice, and we definitely hit off.  She had a LOT of damage from Hurricane Irene and is well over the limit her insurance will pay and she has been coming out of pocket for a bunch of items and is trying to do everything as inexpensively as possible.

Because of all of this, she can't afford to recarpet the basement - at least not for now.  Instead, she will just paint it. She simply wants to replace the carpet on the steps, so it's a tiny job.  She was up front with me about that before I came, and I appreciated that.  She also told me she wanted to go cheap, so I respected that and showed her some inexpensive commercial carpets that would meet her needs. 

berber carpet basement chappaqua ny 10514After I gave her the estimate, I learned that my competition had been there...the one that I've written about before that has those annoying TV ads w/ the cartoon character.  Usually, my estimates on hard surface are significantly lower than theirs and my carpet prices are about equal (but I'm showing a higher grade at the same price as their lower grade and still the same price).  But, this time, because it was very small job, my # was coming in higher than theirs...because it is small and because of an oddity in the carpet pad price.

This was a SMALL job...honestly, not really worth my time.  The estimate she had from them was $500.  At that price, I'd barely be making any $...and when I factored in the time I'd have to pay my assistant to order and my project manager to supervise, I'd be break even...not even factoring in all the time and paperwork I have to do.  i gave her a higher price and I Soft comfortable carpet in Chappaqua NY 10514explained why I was higher due to the oddity and she appreciated that.  She wanted to go w/ me, but didn't want to pay the extra money, given her current circumstances (normally, she said she wouldn't hesitate).

But, she also did not want to go with that annoying place from TV.  She said the sales guy was sleezy and he was unprofessional and didn't take the time I did to find the right carpet.  I know she wanted to go w/ me but couldn't...I was a goner...but I also knew she didtn't want to go with them.  I could tell she felt between a rock and a hard place.  I knew I already lost the deal because at this point in time, all she cared about was price.

Now, I don't mind losing a $500 deal.  We are so busy, the $500 job is more of a distraction for me than anything else.

And, I really don't like that annoying place on TV because:

1.  They do a bad job...I've heard a ton of nightmare stories and there are tons of complaints and they give the rest of us a bad name.

2.  They are overpriced for what they sell.  Normally, I come in less than they do...and to think they advertise as being "the lowest cost"  HA!  They should be sued for false advetising, but I digress.

So, knowing I already lost this deal, and knowing I didn't want those guys to get it, and knowing I have a nice customer, HERE'S WHAT I DID INSTEAD.

I GAVE HER TO SOMEONE ELSE!

carpet soft on feet chappaqua ny 10514There is a another carpet store in my county, and technically, I guess they are my "competition."  But, I try to look at them more like a "friend."  Afterall, there is so much competition out, pairing up w/ someone else can provide a "win-win" for both parties.  Now, I buy most of my products direct from  The manufacturer.  There are about 100 of us across the US and Canada, so we are a buying group and get great prices.  But, there are TONS of carpet manufacturers and I can't afford to buy samples from all of them (nor would I ever have enough room).  So, for some of my high end carpets (which applies to maybe 5% or less of my customers), I now buy from the local carpet store.  They only mark it up 10%, so first they can make some money and second, I can afford to sell it to my customer (I net it out to my customer so they are paying the same amount).  This enables me to sell some more higher end carpet more easily and affordably and allows me to win jobs where they need combo of high end carpet and hardwood.  So, they've been helping me.

So, I sent my customer to them instead.  Because of the way there are structured, and they buy this specialized carpet pad in bulk, I knew they could do it for the price my customer needed (I gave them the measurements and handed it to them on a silver paltter).  I could make my customer happy, my partner happy (i.e. my "competition") and I could prevent my annoying/unethical competition from getting the job.

Now, that felt GOOD!

(Oh, and my lost customer couldn't believe the customer service she got, so who knows...maybe she'll call me in a few yrs when it's time for her next job).

 

 

close

Re-Blogged 1 time:

Re-Blogged By Re-Blogged At
Topic:
Home Improvement
Location:
New York Westchester County Chappaqua Chappaqua Home Improvment
Groups:
Home Staging
Bananatude
Westchester County
House-Proud
30 Days In September 2011 Localism Posting Challenge
Tags:
ramblings from a westchester flooring store shop at home

Post a Comment
Spam prevention
Spam prevention
Show All Comments
Rainmaker
2,672,535
Debbie Gartner
The Flooring Girl - White Plains, NY
The Flooring Girl & Blog Stylist -Dynamo Marketers

Morga - exactly!

Deb - You never know, she might.

Sandy - Thank you.  I really appreciate that.

Sep 23, 2011 07:11 AM #88
Rainmaker
508,351
Sylvie Stuart
Realty One Group Mountain Desert 928-600-2765 - Flagstaff, AZ
Home Buying, Home Selling and Investment - Flagsta

It probably would have taken more time and attention too, it seems like everytime we compromise, something pops up to really teach us the lesson--well done!

Sep 23, 2011 02:21 PM #89
Rainmaker
642,556
Dawn A Fabiszak
Private Label Realty ( Denver metro area, Colorado - Aurora, CO
The Dawn of a New Real Estate Experience!

Debbie ~ now that is what I call putting the customer's needs first.  I think that this gal will have nothing but praise and kind words about you.  And that leads to great word of mouth advertising.

Sep 23, 2011 02:56 PM #90
Rainmaker
2,672,535
Debbie Gartner
The Flooring Girl - White Plains, NY
The Flooring Girl & Blog Stylist -Dynamo Marketers

Silvie - Oh yes, you are so right.  Often the smaller jobs take more time/create more headaches.

Dawn - Thx Dawn.  I sure hope so.  You are so right about strong word of mouth.  maybe, I need to consciously plan some of this stuff.

Sep 23, 2011 03:28 PM #91
Rainer
23,895
Terry Hughes
RE/MAX Gold - Vacaville, CA
Vacaville Real Estate, GRI, SRES, CDPE

Hi Debbie,

What you did was fabulous. Have you ever watched miracle on 34th Street? Great movie about customer service. If you have not watched this movie before or if you have not seen it in some years watch it this coming Christmas season.

I was a painting contractor for 20 years before becoming a full time Realtor. From my experience you'll be reaping benefits from this act and won't even know where the business is coming from until much later. Debbie you are a classy person. If you were in my market I wouldn't hesitate to use your services.

Great story keep up the good will.

Sep 23, 2011 05:22 PM #92
Rainer
72,135
Jeff Hollister
Native Californian with 20 years serving OC Buyers & Sellers - San Clemente, CA
Real Estate Broker, Serving Orange County, CA

Way to go, Debbie. Love that story!

Like they say... what goes around, comes around. You may be the next customer to benefit from being "taken care of" by a true professional.

Sep 23, 2011 08:09 PM #93
Rainmaker
272,833
Carrie Sampron
Home Smart Realty Group - Highlands Ranch, CO
ABR SFR & Kathy Sampron (303) 931-3629 Highlands R

Debbie: Good for you. This may sound silly, but it's like when Santa sends the Macy's customers to Gimbles because they have the item and it will save the family money. Sometimes doing the right thing is more fulfilling and rewarding than getting the job. Carrie

Sep 24, 2011 05:18 AM #94
Rainmaker
2,672,535
Debbie Gartner
The Flooring Girl - White Plains, NY
The Flooring Girl & Blog Stylist -Dynamo Marketers

Terry - Thx so much.  Yes, that is one of my all time favorite movies.  I didn't make the connection on that until a day or two later.  Thx for your kind words. That means a lot to me.

Jeff - You're right.  You never know.

Carrie - Yes, exactly.  I didn't realize how good I would feel about this until after. It just popped into my head as a good solution.

Sep 24, 2011 05:35 AM #95
Rainmaker
1,431,210
Gene Riemenschneider
Home Point Real Estate - Brentwood, CA
Turning Houses into Homes

Sounds like a good deal.  There are local agents I like and work with and those I consider the competition.  

Sep 24, 2011 03:01 PM #96
Rainer
117,860
Beverly Femia
BlueCoast Realty Corporation - Hampstead, NC
Broker Realtor Stager - Greater Wilmington, NC Are

Debbie, I love this post.  You are the balm!  Clearly, you are grounded, have a strong sense of self, a pragmatic mindset and you are optimistic.  You would make a great friend!

Sep 24, 2011 03:07 PM #97
Rainmaker
2,672,535
Debbie Gartner
The Flooring Girl - White Plains, NY
The Flooring Girl & Blog Stylist -Dynamo Marketers

Gene - Thx.  Yes, I think this is more common in your field.

Beverly - Oh, thank you.  that is such a super sweet thing to say.  I'm so honored & touched.  Thank you.

Sep 24, 2011 10:23 PM #98
Rainmaker
589,621
Phil Leng
Retired - Kirkland, WA
Phil Leng - Retired
Hi Debbie, Long story but a good one. You scored points with your readers, and educated us in some intricacies of the flooring business. Thanks Phil
Oct 08, 2011 10:34 PM #99
Rainmaker
2,672,535
Debbie Gartner
The Flooring Girl - White Plains, NY
The Flooring Girl & Blog Stylist -Dynamo Marketers

Phil - Thx.  I appreciate that.

Oct 08, 2011 11:43 PM #100
Rainer
408,523
Jeremy Wrenn
Winslow Homes - Youngsville, NC
C.O.O., Winslow Homes

Debbie, I've been so busy lately I totally missed this blog post.  Good job!  I'd say it was a win to give away work there.

Nov 07, 2011 01:04 PM #101
Rainmaker
2,672,535
Debbie Gartner
The Flooring Girl - White Plains, NY
The Flooring Girl & Blog Stylist -Dynamo Marketers

Jeremy - Thx so much, and glad you caught this one.

Nov 07, 2011 01:39 PM #102
Rainer
408,523
Jeremy Wrenn
Winslow Homes - Youngsville, NC
C.O.O., Winslow Homes

Yeah, I saw it on Facebook today, so I followed the link and read the post.  Who knew I'd been so busy, so long?

Nov 07, 2011 02:10 PM #103
Rainmaker
2,672,535
Debbie Gartner
The Flooring Girl - White Plains, NY
The Flooring Girl & Blog Stylist -Dynamo Marketers

Oh thx.  I was wondering how you found this one.  (I schedule via hootsuite a month at a time).

Nov 07, 2011 02:22 PM #104
Rainer
408,523
Jeremy Wrenn
Winslow Homes - Youngsville, NC
C.O.O., Winslow Homes

Sure, glad to help you see what works to get people on the second go round! :)

Nov 07, 2011 02:25 PM #105
Rainer
408,523
Jeremy Wrenn
Winslow Homes - Youngsville, NC
C.O.O., Winslow Homes

And I've heard about Hootsuite, so I may have to check that out.  That might help with times where I'm a little busy!

Nov 07, 2011 02:26 PM #106
Rainmaker
2,672,535
Debbie Gartner
The Flooring Girl - White Plains, NY
The Flooring Girl & Blog Stylist -Dynamo Marketers

Jeremy - Yes, it definitely helps w/ that.

Nov 07, 2011 03:28 PM #107
Post a Comment
Spam prevention
Show All Comments

What's the reason you're reporting this blog entry?

Are you sure you want to report this blog entry as spam?

Rainmaker
2,672,535

Debbie Gartner

The Flooring Girl & Blog Stylist -Dynamo Marketers
Are you ready for new flooring?
*
*
*
*
Spam prevention

Additional Information