Equipment, Supplies, and Training for the Professional Refinisher

NAPCO Ltd

Why didn't that project go anywhere?

dead endSome jobs may seem like “no-brainer” deals where your customer has a need, you’ve supplied a solid bid and the stars should align for a project to come through. And then you wait. And wait. And wait. Time to give up and move on? Before you throw in the towel, ask yourself these questions and go back to the customer at least one more time if they didn't answer them sufficiently:

1. Did the customer see the “big picture”?

Sure, you explained the type of work you’d be doing, how long it would take and even what it might cost. But if they can’t envision the long-term impact on the value of their kitchen or bathroom, they may not feel the urgent need to move forward right now. After all, few things can improve the value of a home like an upgrade to the kitchen or bathroom areas. Did you speak to that part of the equation or did you simply confine your approach to the job itself?

2. Does the customer feel safer doing nothing?

Why would that be? Understand what the feeling of sticking with the status quo is and why it outweighs the reason for making change. To possibly turn the tables, make them visualize what could happen if they don’t start the project now. What’s at stake if they don’t begin? What are they risking?  

3. Have you allowed too much time for “second thoughts” to creep in?

They seemed like they were on board with going forward. What happened? Perhaps you assumed too much during what is usually the most sensitive and shaky part of the process overall: That crucial window of time right before they buy. In that period, they’re relatively sold on going forward with you but they still have some lingering “what if” thoughts.

If so much time passes that the customer is alone with their thoughts and you can’t be there to address those thoughts, the little nagging voices they have internally are going to only grow louder to the point of where they dominate. So don’t let a few days become a few weeks and assume it’s a “done deal.” This is the moment of all moments when projects don’t come together the way they should. If you’re a resource to act quickly and address the last minute concerns, you’ll go a long way toward clearing up any last reasons for pause in their minds.

Steve Coven

In the early 1990’s Steve was looking for a new career. Someone told him about bathtub refinishing and he jumped in. It worked out well for him. He was good at it and quickly built a thriving business. Steve was purchasing his materials from NAPCO but he noticed the service deteriorating rather rapidly. Coming from a family with a strong entrepreneurial history, Steve approached NAPCO and purchased the company in 1992. Steve pledged to provide great service, always have in-stock what his customers needed and to continually innovate. His vision paid off as NAPCO has enjoyed strong growth due to loyal customers for which Steve is very thankful.

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