Turns out, the allowance for cabinets on this job was a very healthy $25,000. Unfortunately, our quote was at $40,000. In this case, the salesman did not let expectations get in the way of presenting higher-end products—but the client’s expectations went unchecked and, in the end, we lost the sale. The clients, thinking we were gouging them, took their business elsewhere.
In the future, the salesman vowed to always know the allowance before meeting with a builder’s client. That way he’ll know the client’s expectations and can decide if he should ignore them or not.
Of course, that is the hard part.
Tad Troilo is a manager for Cranmer’s Kitchens by Design in Yardley, Pa. 215.493.8600.E-mail: TadNT@aol.com.
