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Have a question and looking for feedback from industry peers? This month, K&BDN listens in on dialogue between industry professionals, as excerpted from the KitchenBathPros.com online Designer Discussion Forum.

Short Backsplash

QUESTION:

Whose responsibility is it to fix a gap in a short backsplash between the wall and the back side of the backsplash? The client says it's a 1/2'' gap. I don't know if that's in one area where the wall is wavy, or over a longer area. In general, would you say the stone fabricator fixes all gaps? My initial feeling is no, that's what the homeowner or the painter does, but I could be wrong.

-"Susanckd"

RESPONSE 1

I believe the fabricator has the responsibility of filling the gaps. I wouldn't want to tarnish my name by leaving a job unfinished.

- "Elyse"

RESPONSE 2

Susan's assumption is right. The wall is not straight and the granite is. The granite cannot be cut to fit an uneven wall. The granite fabricator's responsibility is not dry wall or stucco repair. My fabricator will alert us when this happens and we will inform the customer of the options: 1. Scribe the drywall to fit the granite if it is a minor gap. 2. If the gap is minor, usually a tile backsplash will make up the difference. 3. In the case of the low splash, it is best to skim coat the wall to take up the difference.

- "Lauriel216"

RESPONSE 3

1/2'' is a lot, but my fabricator will fill it with silicon to match the stone as best as is possible.

- "SusanMcQ"

Cork Floors

QUESTION

Although I've been in business for over 20 years, I have never contracted to do a cork floor. Now, however, I have two clients who want them. Can anyone share feedback they may have on cork floors?

- "Janp592"

RESPONSE 1

Cork is a great flooring material for a kitchen because it stays warmer than hardwood and it's easy to stand on for hours. We spec for a 3/8'' floating system that comes in 36''x9'' pieces that slip together like Pergo. It's very durable and easy to put in. If you install laminate flooring currently, there should be no difference to install it.

- "Design Diva"

RESPONSE 2

Get samples and do some normal scratching on them if you can over a two-week period, or put a few of the tiles on a board at a room entrance and see what they look like after some time and traffic.

When I visited kitchen showrooms in Denmark, I can report that cork flooring was used everywhere. It's very common there. They looked fine. They've used them for decades. My cousin has one in her kitchen. She's had it for maybe 10 years or so. I was there as late as last January and did not look carefully, but did not notice anything really off.

-"Susanckd"

RESPONSE 3

I just came across this site...and if you're still wondering about cork, it's great! I worked in a kitchen showroom for eight years that had this type of flooring. The showroom had lots and lots of traffic and the flooring held up great. I've done a few kitchens for clients with it and am now myself looking at samples to do in my home office/showroom. I love it!

-"Graydi"

Installers Unwanted Input With Clients

QUESTION

We are a kitchen and bath dealer that also subcontracts granite installations. Whenever I sell a countertop that has a drop-in sink to a customer, the installer tells him/her that drop-in sinks are weaker than undermounts and that they shouldn't get a drop-in sink because it can easily break (the area around the cut-out).

This makes me furious. On one occasion, my customer ended up purchasing a new undermount sink after she'd already bought a drop-in just because the installer told her this.

I've never had any problems with drop-in sink installations and definitely disagree with what the installer says. I believe that the installer shouldn't be telling customers stuff like this, he should just do his job, which is to install countertops. Any advice would be greatly appreciated before I talk to the installer.

-"Ivana24"

RESPONSE 1

You're right on point. An installer is there to install - not sell, consult or redesign. We all have had this experience at some level and it's never nice to deal with. If he's an installer that works for your company, the answer is relatively easy. Counsel and restate your expectations with documentation. If there is a lack of compliance after this, then document that as well, and take it to its logical end. If he's a freelancer, fire him and find a new installer.

Trying to establish damage control with your clients is very important and often difficult after something like this happens, because they see the installer as a hands-on expert. '

I've been doing both types of installations for over 20 years and have not had a problem with either style. Maybe you should press the installer for some documentation to back up his claims.

-"Cliff"

RESPONSE 2

Your granite fabricator is missing the loyalty component. I'd look elsewhere for another subcontractor. At the very least, lay out your expectations very clearly and ask him if he wants your work.

Be direct. If he doesn't care about it, that's your answer. If he wants to continue working with you, then chances are he'll listen.

-"Susanckd"

Finding New Clients

QUESTION

I would like to ask this forum for some much needed advice about the best way to find new clients. I have been building custom kitchens for 12 years and, as of two years ago, I started my own cabinet company.

My question is: where do your salespeople go to track down clients? I have an incredible amount of knowledge about cabinet construction, design and layout, but I do not have any experience in actually going out and finding customers. Any help with sales techniques would be greatly appreciated.

- "Alex"

RESPONSE 1

Your options may depend on your location, as well as the resources you have at your disposal.

Do you have a showroom you can invite potential clients to view? Have you done any model or parade homes that people can visit? Referrals tend to be easier to sell and more profitable.

How do you reward people who send you referrals if they turn into a sale? Do you work with any outside interior designers? Architects? Would you consider this?

In most areas, there is a place you can go to view construction permits. This is a great resource for locating potential customers as well as starting a list of local contractors. If you prefer to work with homeowners building or remodeling their own homes, these will be listed there as well. In my area, there is a company that compounds this information for our county and each surrounding county. For a meager $75 a month, we get a weekly report of builder starts, commercial starts and homeowner starts. The way this information is compiled makes it easy to print labels for mailings or to simply call the person(s) who pulled the permit.

This is the perfect time to call on these potential customers. One sale will quickly pay for the information services provided.

When we do a remodel, we send a letter to all of the client's neighbors letting them know ahead of time who to call if they have any concerns or need any information. This helps to get your name out to others.

- "BoxesEtc"

RESPONSE 2

One way of beating the bushes is what I call "foundation hopping." I watch for new construction, and once framing starts, I at least look to see if the builder's truck is around. Oftentimes, there's a phone number on the truck that provides a great potential lead.

- "Donnalyn"

RESPONSE 3

Two great sources for new leads are ServiceMagic.com and Respond.com. You get pre-qualified sales leads and pay for only the ones you want. I use these in conjunction with my other marketing efforts.

- "Javaseth"

RESPONSE 4

Do you have a Web site? If not you should get one, preferably designed and maintained by Kitchens.com. A lot of potential clients surf there, and your business will come up as a "hit" when the clients enter their area code to find a local supplier. I've had a lot of success with this for a lot less per month than running ads in the local papers.

- "Design Diva"

RESPONSE 5

You have to work your word-of-mouth customers and your word-of-mouth contractors. Of $650,000 that I can account for where the business came from, 50% came from word of mouth. I spent $83,000 to get the other half of my sales with traditional advertising.

- "powbath"

Tile Backsplash and Outlets

QUESTION

I'm hoping someone has a great method of getting around the eye-sores of outlet and switch plates in a decorative backsplash.

I've looked on the Web and have seen plenty of "decorative" covers, however, none that I've seen are really appealing. Does anyone know a good way to solve this problem?

- "Jenny"

RESPONSE 1

We use "plug mold" from a company named Wiremold. We mount them underneath the wall cabinets so no backsplash detailing is needed. We place lighting or a valence to match the cabinets to hide them. They are about 1-1/2'' thick and come in lengths up to 6 feet. They can be cut to length and painted if desired, though I don't recommend painting them.

- "Antss"

RESPONSE 2

I second what Antss said. You may find that electricians hate it because it's back-breaking for them to install and they may try to say it's against code, etc. If they say that, just call your town building department and/or the county electrical inspector to make sure.

Also, I would install it so that the wiremold is flat against the very top of the backsplash, not positioned underneath the wall cabinet, because then you can't see where to plug it in.

-"Susanckd"

RESPONSE 3

I've been applying veneer to the plates and finishing them off to match the hardwood or the painted walls. There's not much you can do about the actual outlets or switch, and there should be access to the box wires, which dictates a removable solution.

I'll be fabricating concrete plates to match [echo] the splash tiles for the job on my desk. I hope this helps.

-"Rdon"

RESPONSE 4

I've had my decorative painter paint plates to match any material, color or pattern that I have specified for a backsplash. They do have to be primed before actually painting them, or the paint will not adhere properly. They are so beautiful when completed, my clients have had a hard time locating them to use them!

- "DesignerMom"

Material for Pro to Pro has been excerpted from the online Designer Discussion Forum at the KitchenBathPros.com Web site under an exclusive agreement with Kitchen & Bath Design News.

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