The Granite and Trend Transformations® Experience:
Franchisees Find Success Through Experience and Customer Delight
Granite and Trend Transformations has earned its stellar reputation in the home renovation industry with beautifully engineered products and an installation process that are second to none. From the consumer side to the business approach, the company has mastered a winning combination that has become a hallmark of the Granite and Trend Transformations experience. This month, we are spotlighting two of our franchisees and how they built their successful business around the Granite and Trend Transformations experience, dedication to their customers, and a passion for the product.
It all started with a phone call
For the past 15 years, Deb and Bob Varner, co-owners of four locations in the Pacific Northwest, have built their business by applying their years of combined experience and dedication to achieve customer delight. With three locations in the Seattle, Washington area and the fourth in Vancouver, British Columbia, Deb said it all started with a phone call from her mother 17 years ago.
“My mother was shopping for granite countertops for her home and called Granite and Trend Transformations for a consultation,” Deb explained. “She loved the product and decided on a beautiful selection for her kitchen. She heard about franchise opportunities and called Bob and me immediately. The rest, you can say, is history. Mom truly knew best.”
After learning more about the franchise opportunities, Deb and Bob chose to leave their successful careers in the corporate world to start a new venture with this company. “It was important for us at that time in our lives to spend time with our children,” Deb said. “Our goal was to travel around the world with our family to visit seven continents. Granite and Trend Transformations gave us that opportunity to balance family and our business. For that, we are truly grateful.”
Building trust in the business
There’s no denying how building a successful business is hard work, but Deb said she and Bob have stayed true to their passion of putting their customers front and center from the time they meet for a consultation until the installation is complete – and beyond.
At the locations owned by Deb and Bob, the Granite and Trend Transformations experience runs like a well-oiled machine. Deb explained the in-home consultation is key, but the retail experience puts the icing on the cake for customers who crave the up close and personal experience. “It’s all about how you make people feel when they walk through your door,” Deb said. “Making our customers feel honored, heard, and cared for are the cornerstones of our business.”
It begins with the lead
Deb said you must treat every lead with the same respect and care as the one before. She explained that at least 25 percent of her leads are generated from the over 50 events they attend every year. “We participate in a host of local fairs and festivals throughout the year,” Deb said. “We bring our products to the public to gain a wider reach of customers.” She said going “outside the box” to gain more leads has been a profitable way to increase sales while spreading the word of their beautiful Granite and Trend Transformations products. She proudly claimed that in addition to gaining
outside leads, their dedication to customer delight has earned them repeat or referral business from more than half of their clients. Getting the lead may be the first step in the process of completing a home renovation but taking the customer through the complimentary in-home consultation experience is where franchisees put their skills to the test.
The in-home experience
Deb explained how mastering the in-home consultation process has put them on the map as a successful member of the Granite and Trend Transformations family of franchisees. Here’s a snapshot of Deb’s steps to success during the in-home experience:
- Acquainting themselves with the customer, building trust and putting them at ease.
- Understanding their needs for the home renovation. Are the renovations for their “forever home” or for resale purposes?
- Guiding the customer by providing professional design expertise in choosing the best designs and ideas for their home.
- Providing all-inclusive pricing at the end of the consultation.
- Scheduling the installation.
- Delivering exactly what the customer ordered.
- Following up to ensure customer delight and for possible future projects.
As with any successful business, Deb said that following up is just as important as getting the job done. Giving customers a comfort factor that you are there for them is just another step for growing future business.
Beauty that is built to last
When it comes to choosing the best products for your home renovation, Deb says Granite and Trend Transformations can take your kitchen or bath from basic to beautiful in less time than consumers ever thought. Here are just a few reasons why her devoted customers keep coming back for more:
- Beautiful products
- Ease of installation with little or no demolition
- Innovative higher technology
- Lifetime Limited Warranty
As with any home renovation, Deb said the key to customer delight is having the skills to unleash their customers’ creativity and design styles. “We love our customers,” Deb said proudly. “We pride ourselves on matching our product line to their dreams and visions to deliver the ultimate results. It’s all about individuality, and Granite and Trend Transformations has what it takes to tap into their unique styles.”