In this opinion piece, Paul McAlary from Main Line Kitchen Design in the USA ponders whether we should be conducting a personality test for customers.
I have sometimes considered whether we should give our potential kitchen customers a test to see if working with them is likely to succeed.
This is because occasionally we run into people that have completely unrealistic expectations about their kitchen renovation. These customers feel that they should experience no inconvenience during a major construction project. And whatever their unfounded beliefs are, that they should expect them met. Conversations often begin with them saying “I feel”. As if feeling something no mater how unlikely gives those beliefs merit. For example we have had customers mistakenly feel that moldings should come to them pre-cut to the unknown lengths that will be needed on their particular installation.
No amount of explanation will satisfy people that didn’t listen the first time things were explained to them and who also believe that they should have been informed about every aspect of their complex project that they didn’t foresee. There is always information that customers aren’t aware of. Especially customers that took very little interest in becoming informed prior to their project beginning.
Needless to say these customers are also rude, impatient, and have a difficult time grasping that they are not our only customer and responsibility. If there are small problems on their installation, such as a scratched door, they can be upset that replacing that piece takes the time to order it, build it, ship it and deliver it.
The last thing I say to all my customers before they order their cabinetry is that our 20 page detailed contract boils down to this sentence:
“We do not want you or expect you to accept anything less than perfection. However, we can not tell you in advance exactly when you will get perfection and there is no compensation for waiting.”
A kitchen renovation is an expensive, complicated, inconvenient, and detailed project. There are nearly an infinite number of pieces to it, and dozens of people that all need to be working together. We can help you make your renovation something you will be proud of and that will last, but as the saying goes “you have to break some eggs to make an omelette!”
Here is our true or false personality and intelligence test. If you answer true to more than a few of these questions please spare us your business.
- I know more about kitchens than my designer or contractor.
- There is no reason a kitchen renovation should have any delays or inconvenience.
- Once I finish working on my design and finally pay my deposit to order my cabinets I expect the cabinet dealer to place my complicated order that day and tell me when my cabinets will be delivered.
- All cabinetry pieces should come pre-cut and ready to install such as plywood for back panels, moldings, and toe kick.
- Half walls behind islands and peninsulas come built in advance from the cabinet company.
- Electric and lighting comes pre-installed in my cabinets.
- My contractor who has never worked with Main Line Kitchen Design doesn’t need to check my design to make sure he or she understands what assembly is expected of them. And has no responsibility to measure and check the design.
- Farm sink cabinets, range bases, and all oven cabinets come pre-cut for my particular fixtures.
- I should be able to meet with a designer today or tomorrow to start my project.
- I know what I want and don’t need any help from a designer.
- The first step to starting a kitchen renovation is doing the demolition.
- If I do the demolition first on my own it will save me money and speed things up.
- Getting the most competitive pricing, fast turn around, and customization should not be mutually exclusive.
- I have done a kitchen renovation before so I know exactly what to expect.
- I have a party, baby coming, move in date, or other personal deadline that needs to be met. I should still be able to order and get anything I want at the same cost independent of my timeline.
- How I feel about what timelines should be or how things should be done has merit above what professionals tell me should be realistic expectations.
For more information visit mainlinekitchendesign.com
Over to you – do you think a personality test such as this would work in the Australian market?
