Ten years ago, Faith Popcorn, the futurist guru, wrote, “What
will make us buy one product over another is a feeling of
partnership with the seller,” “Decency is not only the only way to
behave, but decency can also be profitable,” and “We want to buy
from a person whom we trust.” Today, these words resonate with
special meaning as the Enron debacle lingers in the news. And, in
an industry where friends commonly tell other friends about their
“nightmare” remodeling projects, firms that can show proof of their
business integrity will close more sales at higher gross profit
Let’s first be clear about the definitions of a few words.
Honesty is saying what you did. Integrity is doing what you say.
Marketing is the act of promoting something.
Experts recommend that small businesses should identify four or
five key unique factors that their target customers deeply value,
and then focus all of their resources on marketing these
Just what does your kitchen and bath firm stand for? According to
Popcorn, consumers really want to know what to expect up front from
doing business with a company. They want to know who the president
is and what he/she believes in. And, they particularly want to know
how the company will respond if something goes wrong.
Toward this end, smart business people will be pro-active by
sitting down with their staff and agreeing on a set of principles
by which to run the company. Once completed, everyone on staff
should sign off on this statement or document.
To market your operational values, develop a brochure around the
statement of values and include it in your Prospect Information
Portfolio. Add even greater credibility by including a staff photo
and the president’s signature, pledging the entire staff will
adhere to these values.
The following represent some of the values you might consider as
part of your operational conduct and the tone of presenting
- Partnership. We believe each project is a team effort. An open
exchange of information and ideas is paramount. Personalities need
to mesh for a successful project.
- Communication. The burden of communication on the details of
the design, terms of the agreement, changes in schedule,
expectations during installation, etc. rests with our firm.
- Quality. We are sticklers for good quality in product and
workmanship. It means enduring value over time. If we can’t live
with something, it will be corrected before you even ask.
- Trust. We believe in delivering what we promise no surprises
and treating your home and project as if it was our own.
Many dealers proudly hang sales awards from cabinet suppliers in
their showroom for all to see. But, what’s the value to potential
customers? Wouldn’t there be greater value and hence greater
motivation to buy from your firm if they saw something about your
firm’s job performance rather than your sales performance?
Every kitchen and bath firm should care enough about its
customers to want to know how it performed for them. Therefore, it
makes good business sense to mail out performance evaluation forms
with a final thank you letter, requesting that customers rate your
firm in critical areas. Then, take the best evaluations, house them
in a handsome presentation binder, and place the binder in a
dedicated showroom space entitled: Company Performance Evaluation
If you give them space, clients may say nice things about your
firm on these forms. But, I have found the most valuable
endorsements come when a specially designed letter is sent, asking
customers to comment on specific business qualities that your firm
demonstrated during its project, such as: listening to their needs,
attention to detail, meeting deadlines, trust, callback
responsiveness, follow through, courtesy, quality of workmanship,
Now, imagine the impact if a prospect walked into your showroom
and saw a framed panel, or took home a consumer booklet with
“Client Comments” on the rear cover that read: “The performance of
XYZ Kitchens was excellent. The designer listened to our needs,
incorporated many of our ideas, weighed the pros and cons of
several different design solutions with us, and brought the project
in at the targeted budget range. And, the company’s courteous
workmen were thorough, professional, timely and honest. We have
used XYZ Kitchens twice and can say that this is definitely one
firm that does what and when it says it will. If you want the best
value in a beautiful new kitchen or bath, go no further than XYZ
John and Judy Chester
Receiving a design award in this industry is a great honor. But, by
itself, the award says little about the conduct, performance,
ethics or integrity of the designer or firm who performed the
However, if you entered a contest for “Top Design Firm In
Customer Value,” the average consumer will read a lot more into the
award. The same would be true if you won a “Best Business Person of
the Year” award from a respected industry or community
In any case, getting out press releases to the local newspapers
and magazines with photos of you receiving the award is essential.
When it gets published, frame and hang a copy of the article in
your showroom and include reprints with each new Prospect
You will stand out from the competition, gain additional sales
and increase your bottom line.
I know one firm that attributes thousands of dollars of new
business to successfully publicizing a business performance award
it won. One criterion for winning was business integrity. This
company furnished multiple client testimonials attesting to the
The bottom line is that marketing your integrity can enhance
your firm’s reputation and profitability.