Sometimes the customer says one thing, but means another

Asking probing questions and confirming assumptions is always a good idea.  You never know what you might be missing.  (And it makes me wonder what sort of estimates they got from the other vendors?)

Good job...

   Customers sometimes are sure of what they want...just not sure of how to ask for it.

You are the 'bomb' on hardwoods Debbie & that is why your expertise is in such demand!

What is the difference between walking on water or walking on wood?...ANSWER: Debbie's recommendations....

I always love reading your informative posts about flooring, Debbie.  I always learn something new.  Great post and keep up the great work!  

Hi Debbie, good job! Especially since the insurance company was paying for it. So, what is the difference between "engineered hardwood" and regular plain old hardwood flooring?

There are few problems that being a good LISTENER can't solve. Good job on your part Debbie - we certainly go through the same experience with our clients!!

You got that right!!  Glad you got to the heart of that prior to ordering.  And I'm glad they had their insurance paperwork handy!  Did you get the job??

Your subject line never spoke truer words about customers.  It's true with homebuyers also!  It is not uncommon for a buyer to say they want a house on a large lot, a separate family room, and formal dining, and then walk into an Open House on a small lot with a great room, and then say, "This is the one!"  I can imagine with flooring, that through the act of educating customers, they see more options, and ultimately make different choices.  In the end, perhaps a better one:-)

In Toronto, we receive many new immigrants, who sometimes have the cash to buy ….. but there is sometimes a language barrier. I once said to my new immigrant clients, ……  the property backs onto a cemetery ….. and they said that’s good we like a lot of green …… after some more talking …. It turned out, that they thought …… what I said was ……. There were a lot of trees ……...

 

Way to go, figuring out what the customer was really going for. I'm still learning this stuff myself and am sure I would make similar mistakes (I just had a client explain to me what "engineered" hardwood is).

Gretchen

Debbie, this was a case where further investigation brought out what they really wanted. This could really have been a disaster when they really wanted engineered maple hardwood.

Debbie- which is exactly why you're The Flooring Girl! Good catch on your part....in stead of rushing to "close the deal" you listened and used your head. Excellent!

Hi Debbie.  Congratulations on the Feature!  Great topic for anyone in customer service.  We need to ask enough questions to be sure what the customer means -- not just what he says! Alas, there's no app yet to help us read minds ..

I sometimes get the laminate and vinyl thing confused too Debbie. Luckily we have experts like you to guide us through it all. 

Debbie, my instant thought was, "ya think???" This is a reminder we all need to hear. Clarify, clarify. Very interesting descriptions about the differences between hardwood and engineered hardwood. Here, we mostly have engineered hardwood since they are going in on concrete slabs.

Sharon

And PS - more than once we have had Buyers who said they wanted one type of house and then ended up buying something completely different!

Sharon

With so many new products and materials being introduced out there, it's pretty difficult to keep track of them unless you are in the business or deal with these materials often in your work.  You have become nothing less then the local expert for us to call upon when we have questions on this topic.  Thanks for being a great resource.

Good job Debbie. It shows how professional you are. You think very fast and figured it out on time. Good luck and keep it up.