When you are greeting that new customer and setting up future appointments to remodel their kitchen or bath, you are probably trying to do everything you can to make someone’s experience unique so you can retain them as a client. This way, if they shop you, they will come back to you.

Your competition may not be another Retailer

A study done by a major kitchen and bath magazine determined that a full 30% of consumers that shopped for a kitchen or bath remodel chose to NOT do anything! They were too overwhelmed by the scope and all the decisions that they decided to keep what they had.

…you are competing against the consumer’s status quo.

That means that at least one third of the time, you are competing against the consumer’s status quo. They need to be trusting, comfortable and compelled enough with you to take the steps towards upsetting their status quo which can be scary for any consumer. People are uncomfortable with change and let’s face it, doing a kitchen or bath remodel is a huge change.

Don’t Compete with other Retailers

With this in mind, why not focus on this one-third of people who may not buy at all and turn them from a scared, overwhelmed consumer to a prospect who is excited to take the plunge and do their project with you?

Make their experience pleasurable, not overwhelming and help them to make necessary decisions simply. Do not over complicate the process or you may lose them. Of course there are many choices and decisions that need to be made throughout the process and many consumers get buried in these details.

Let your customer know that you are aware of how enormous a remodeling project can be for them but that you will be there every step of the way to guide them through this elaborate process. I know, you are thinking that this is the reason they came to you in the first place, but most clients need to actually hear this from you. They need the reassurance that you are in their court and have their best interest in mind.

By focusing on this, you will still be getting the same buyers you always had that will do a project with someone regardless but you can also capture more of the pool of consumers that are scared to take the plunge. Your close rate will increase with little added effort.

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