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How do youse tell Customers to sand out scratch?
Last Post 06 Nov 2008 07:49 AM by Kowboy. 7 Replies.
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Gene McDonald
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05 Nov 2008 06:43 PM  
This came up as a topic that might stimulate interest...i was on another forum and when a customer asked how they get out a scratch...cause that is what the CT seller told him all he has to do to get out the scratch...i even say that

but what if the customer says the scratch wont come out?

heres  the thing I suggested,I said go use a Vibrating sander..them little 9.99 things from the depot...and this Designer of a ktichen shop got on and say NEVER..she used some other words to describe how they go out and fix it for them....is that a good way to sell our SS..it can be sanded out...but really we mean only we can sand it out???

even though its fixable we somehow gotta make it easier to keep the customer from bothering us or looking at every homeowner CT buyer that they are dipstix

even if i sand out a scratch by hand on  SS I can see it...i know the hi-polish we hafta go ...but some Tan..i see the blemmish if i hand sand it...maybe we should give them a crash course with cheap sander..it might be fun for them and they can show their friends...Ching...ching
www.gotgreencountertops.com
Lenny E
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05 Nov 2008 06:49 PM  
Gene, thats smart.

Can I ask you a question? Is Gene short for genuis?

You go guy! I love your posts and insight. Please keep it coming!

Kudos,

Lenny
Tom M
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05 Nov 2008 06:50 PM  
We tell them if they ever want to try it, call us, and do not follow any directions that come with the package.
"Our doubts are traitors and make us lose the good we oft might win, by fearing to attempt." - Shakespeare
Norm Walters
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05 Nov 2008 07:25 PM  
Gene, the problem is you will get a different finish by using different manufacture's sandpaper, and I don't think a 10 dollar sander will accept 6" nine hole sandpaper.
Norm
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Andy
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05 Nov 2008 10:16 PM  
We explain that solid surface can be sanded.  But if you want it to blend without seeing the area sanded, you must call us.  We can help you out over the phone, and if the customer can't achieve the results they are looking for, we will be more than happy to come out and sand out the counter.

We also explain the cost associated while we are giving the free information over the phone.
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Jon Olson
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06 Nov 2008 05:50 AM  
We made up or own home care kits that explain how to sand out a scratch. I also explain to them that last thing to touch there top before we installed it was an abrasive surface.. I think its good to remind them that after sanding out a scratch they must scotch-brite the whole top.
 
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Brian_Stone
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06 Nov 2008 07:28 AM  
A big problem is that most customers don't realize how much the finish on a top changes as they use it. If you installed a top yesterday and I have to sand a scratch out of it today, it's not going to be a big deal. If I have to take out a scratch in 2 years, I know damn well that I'm not going to be able to sand a small 6"x6" area. The finish will be way off and I'll end up having to at least scotch-brite everything.
Kowboy
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06 Nov 2008 07:49 AM  

There are too many variables for a single answer to this question.

An unsophisticated customer with a Sierra Sandstone Kitchen top is going to have a very different level of satisfaction than  the gloss black Nocturne bar top of a local designer.

Let 'em try to get their scratches out, they won't screw it up too bad usually.

Joe

Heat not a furnace for your foe so hot That it do singe yourself. - William Shakespeare
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