The First Meeting

I posted the other day on our social media that I was heading to a consultation appointment. I had a friend message me and ask if it is was awkward going into stranger’s homes? I laughed and replied, I do it so frequently I don’t really think about it anymore. So… let’s talk about the first meeting.

I would say at least 80 percent or more of our business is repeat customers or referrals from customers, so typically speaking when I go to a “stranger’s home” I already know the customer or I know they are a referral from someone I know. However, about 20 percent of our leads come from online, either through our website or social media posts. In this case, it is truly a stranger’s home that we are going to. Once we receive the initial message, we always ask for the scope of work and whereabouts the client is located. Depending on the job either myself or Josh will go look at the project. I typically send an email back proposing two dates and times, once we have an agreed upon appointment, I will ask for the full address.

In a first meeting, after introductions have taken place, I will of course ask to see the project. I like to hear what the potential client’s their likes, dislikes and wishes are for the space. After we are done discussing, I will run through our process, how we quote, how long it takes to receive a quote, what to expect in the quote, the design process if applicable, timeline, tentative schedule, etc. I also provide the client with an introduction package, which has most of this information in writing as well. After my yammering on is complete, I will take photos with the customers permission, measurements and a rough drawing of the space. I always close out the meeting with asking the client if they have any questions and then of course thanking them for their time. A typical first meeting to view a project takes roughly 30 minutes, depending on the scope of work.

I find most customers are great, there is no awkwardness, they of course have invited me over to their home to see their space, so meetings typically run smoothly. There was one funny situation, so I always text Josh to let him know the time of my meeting and address, just in case, again I am going into a stranger’s home. But then I turn my phone on silent, it is the client’s time and I don’t want to interrupt the meeting. At this particular meeting, I was going to look at a bathroom project, typically about a 30 minute meeting, however after getting there the client had more projects for me to look at, realizing through conversation that we have experience in a lot of aspects of the field, so we continued the meeting going through their wish list. About an hour and 20 minutes into the meeting, I took my phone out to take some pictures and had SEVERAL missed calls and text messages from Josh. I excused myself and called Josh back quickly, assuring him that I was okay and would call him once in the car. I explained the situation to the client after, we had a good laugh about it. I could only imagine ten minutes later Josh kicking down the client’s door looking for me haha!

All in all the first meeting is a great way to begin the process and get to know one another!