What is the #1 thing homeowners are looking for in their remodeling process?
Simplicity.
Unfortunately, this is the complete opposite experience that even the best showrooms have to offer. In a continuing education course this week I was reminded of the clutter experienced by someone who walks in for the first time. Its so easy to to be overwhelmed! Homeowners who work with me have often experienced this before discovering me. They have tried to select or shop for their materials (plumbing fixtures, cabinets, tile, lighting fixtures etc) on their own. They have walked into some fabulous and not so fabulous places only to turn around and leave equally because there are too many choices and they are afraid of making the wrong one. For example, did you know there are 1000 different granite possibilities for your countertops? And thats not counting all of the other countertop possibilities like marbles and man-made options. I often refer to this as the Disneyland Effect.
Disney's Main Street USA
Imagine. You've just walked through the gates of the "Happiest Place on Earth" and instantly you have emotionally shrunk down to the size of a child. You're excited and intimidated, you feel like you should know where to go, and at the same time feel lost on where to start. You take a few steps in wonderment, looking around in every direction with an almost bobble-head bounce and with every step you continue to emotionally shrink and don't feel as happy as you had hoped. You find and check a map to collaborate with your group and decide where to go first. Once you've made it through the Main Street gauntlet the Wonderful World of Walt's dreams is opened up to a seemingly limitless expanse. But now you have your guide and a starting point and because and thats what you do. You keep yourself from going on all the other attractions before getting to that first destination. After you have had your first fun attraction experience you are at easy, you feel empowered you can explore the many nooks of delight without fear. It is now the happy place that was promised. At the end of the day you leave a little exhausted from all of your hard work, relieved that you were able to conquer the beginning frustrations and satisfied as you walk hand-in-hand smiling and wearing your mouse ears proudly.
Jack London Kitchen and Bath Gallery
The same is true of the showroom experience, only there are sales persons as guides. Of course, we have all been trained by our parents not to "trust" sales people. Yes, while some of them can have the "used car salesman" approach, most are simply overly trained in all of the product details, and they often try to teach homeowners which adds to the overwhelming feeling. This is where the team approach provides a more positive experience. The homeowners I work with are also needing a guide and a starting point. Someone who will help to narrow down the choices quickly and simply. Someone who is not "trying to sell" the most expensive items to bump up their commission and who can work with the product educated showroom associate side by side. Someone who has the full picture in mind even when the homeowner can't fully picture everything in their own mind yet. In the end, they may be a little tired, after all making decisions is hard work. They go home and have a good night's sleep. They are confident in their choices and comfortably at ease in knowing that the next showroom they walk-into to finish their bathroom or kitchen materials selections will be a smooth experience too.