The Journey Starts With A Vision
To truly help your clients, it’s essential to understand their vision. Engage with them, ask questions about their project, and listen attentively to their desires and concerns. Some useful questions include:
- Have you done research on Instagram or Pinterest? Do you have examples?
- What colors do you like?
- What is the style of your home?
We spend a lot of time working with our partners to nail down their needs on every single project because knowing how they work and their thought process enables you to provide tailored recommendations that align perfectly with their goals. We've seen that spending extra time to find the perfect alignment makes for the happiest customers and the best growth for our business.
Provide Inspirational Resources
Offer a plethora of resources to spark their imagination. This could be in the form of:
- Mood boards and lifestyle images
- Showrooms
- Real examples of other customers who have used similar materials
- Virtual room planners
- Social media inspiration from platforms like Instagram and Pinterest
Inspirational resources help clients visualize their projects and make informed decisions. Social media, in particular, offers a vast array of options and ideas.
Offer Expert Guidance
Leverage your expertise to guide your clients through the selection process. This means not only educating them on the various materials, styles, and finishes available but also being confident in answering their questions and helping them pick the right contractors. At SPUI, we have decades of combined experience in the industry and use it to speak to our customers. We focus on really leading the relationship from an educational perspective—they're coming to us for leadership, and the best way to deliver that is through guiding them based on our experience. Knowing your vendor products and various options inside and out is key to providing this level of expertise.
Personalize the Experience
Every client is unique, and so should be their experience. Personalize your approach to meet the specific needs and preferences of each client. Whether they need a hands-on consultation or prefer browsing independently, adapt to their style to enhance their journey. Encourage clients to bring other parts of their project with them, such as paint samples, cabinets, or hardware, to help make the most informed decisions. SPUI will always keep detailed logs of each of our customer engagements so we can call on past experiences, follow up on past sales, and so much more—are you doing the same?
Facilitate a Seamless Process
Reducing friction and sales pressure is extremely important. We make our process smooth by considering questions we might be asked before they're asked. For instance:
- Always have pricing available so it's easy for the customer to evaluate.
- Be clear on availability and delivery times—automation and reminders help us set clear expectations for these.
- Provide any and all information around the installation process and usage.
We've spent the last year focusing heavily on installing tech and expanding our team to provide support at every step, from selection to delivery and beyond, ensuring a stress-free experience for you and your clients. Have samples ready when they need them to facilitate quick decisions.
Build Long-Term Relationships
Your relationship with your clients shouldn’t end with a sale. Follow up with them post-purchase to ensure they are satisfied with their choices. Offer after-sales support and keep them informed about new products and trends. This step is crucial for activating cheerleaders—happy customers who refer others to your business. Building long-term relationships fosters loyalty and turns one-time buyers into repeat customers.
Your clients are working on their dreams. By providing exceptional service and support, you can help them create spaces that reflect their aspirations and become a part of their cherished memories. At Stone Products Unlimited, we're committed to enabling dreams, one tile at a time
