Slippery Rock Gazette

Jodi Wallace

Monarch Solid Surface Designs

As Peter Parker’s (Spider-Man) Uncle Ben told him, along with great power comes great responsibility. As business owners, we have a huge influence over people who step into our showrooms and shops and the decisions they make based on the information we provide them.

I spend a lot of time with my customers. When I am wearing my business owner hat, I consider the education of my customers to be the most important part of my job. I run my showroom the way I would like to engage with a business when I am on the consumer end of things. Teach me what I need to know, to allow me to make informed decisions that will ensure I am getting what I want and need, and what will match my needs and expectations.

Sometimes the day-to-day business of running a shop tends to blur one of the most important aspects of our businesses–customers put a lot of faith in us. They invest their choice with trust: that when they sign a contract and hand over their hard-earned money, we will do what we say, deliver what we say and the product will work the way we say it will.  When you think about it, that places a big responsibility on our shoulders. 

If I am ready and willing to take on a customer’s business and trust I need to let them know what sets my shop apart from others and why they want to work with me. For us, it is always quality over quantity. Customers are spending a lot of money. I want not only my customer to love what we have done, but have someone else walk into their home and say, “Wow! That looks amazing, who did it?” 

We believe customer care is a top priority. If there is a problem, we will do what it takes to make it right. 

Although on occasion it has been costly and painful to have to replace something, at the end of the day, a problem resolved can turn a skeptical customer into a true fan. You only have one reputation, so do what you must to protect it.

Last, but definitely not least, never promise what you cannot deliver. If I can fabricate and install a job sooner than I anticipated, then that is a phone call I would be thrilled to make. 

But I will never lie about delivery in order to close a job, and I have respectfully walked away from jobs because I knew I could not meet a customer’s delivery date. I have a steadfast rule that I tell my customers right up front – you may not like the answer I give, but I will always give an honest one.

Delivering what a customer expects and what has been promised should never be an issue. I have always found it ironic when I hear people who sell inferior products or do shoddy work complain about the shoddy quality of something they themselves have purchased. Or companies that deliver a product with a problem and then don’t/won’t return phone calls or emails, and can’t figure out why they don’t have repeat customers or referrals, or wonder why they receive bad reviews online.  My guys have learned that if someone asks me if something is acceptable, my comment will always be, “Would you put it in your mom’s house?” If they have to give it some thought, or the answer is no, they already have their answer.

I’m also a firm believer in karma. I believe if you strive to do the right thing (even if it ends up costing you money to make it right), it will come back to you. It might be in repeat business or referrals, but more importantly, it is in knowing we are setting the right example for our children, our employees, and most importantly, ourselves. We should always aim high even if we occasionally fail. Never sell a product or install a job that is less than your best effort because you never know when karma may tap you on the shoulder!

Finding the time for my husband and me to do something together is tough, given the awful hours we work.  

As a surprise gift two years ago, he purchased season tickets at our local performing arts center, and once every other month we get to enjoy each other’s company and a wonderful production. This year we were excited when we were able to upgrade our seats and move 10 rows closer to the stage (without any additional cost, I might add)!

At our first show of the new season, as we were walking into the theatre we passed a couple. Both she and I recognized each other at the same time. We had completed their kitchen probably six weeks prior!

Although my husband is working another job he still helps out with certain things. There had been a technical question after the customer’s original visit to our showroom and I had asked him to stop by to take a look at something, so he had met them as well.  We all said a quick hello in passing and went our separate ways. 

I told my husband although we had had a slight delay in completing the fabrication because of a small issue with the raised bar top, we had finished everything and the job had come out really nice. The customers were extremely happy with the way their new countertops looked (including full-height backsplash), but just as importantly, the product performs exactly as I promised. 

For a customer who cooks every single day, that was a very important element. 

We had completed their job and left on good terms, and they even sent pictures (see right!) a few weeks later so I could see how nice everything came out.

As we took our new seats for the first performance, we looked over and realized the customers we had just bumped into were in the same row, only a couple seats down from us! We now see them at each new show and always make a point to say hello. I cannot imagine how awkward it would have been if we had installed a lousy quality job and then had to look them in the eye every other month. But I can feel good knowing we had delivered exactly what I had promised with the final results exceeding their expectations. I feel pretty confident they will think of us if anyone they know is in need of countertops.

I know my situation may be slightly different from other shops since I am the business owner, and also run our showroom.

But I truly feel anyone representing their companies to the public can and should always try to make someone feel that they are more than “just another customer.” I want my (potential) customers to walk out of my showroom or have my guys leave a job site and have the adjectives associated with my business include honorable, honest, respectful, knowledgeable, and just plain “nice.” Because at the end of the day, I want to look in the mirror and know that I have fulfilled my responsibility to my customer in the best way I possibly can.

Jodi Wallace is owner of Monarch Solid Surface Designs in San Jose, California. She volunteers as a Disaster Responder for the American Red Cross.