CTG Training Pamphlet

CUSTOMER EXPERIENCE

Timeline/Countertop Journey • Lead times on material: • Check with Sage Surfaces Support Specialists about the current project and material lead times in your area so that you can accurately relay to your customer. • Be honest! Give your customer an accurate timeline. Being up front about delays and com municating them to your customer will alleviate frustrations and allow them to plan more easily. Preparing for Appointments • Show your customer the template readiness checklist so that they can prepare for the appoint ment. Being prepared can save the customer and fabricator time and effort! • Show your customer the install readiness checklist so that they can properly prepare for their appointment! This will help avoid customer’s being unprepared and the fabricator having to delay their project. • On average, customer’s purchase countertops 1.5 times in their life, so this will typically be the first time they are going through the countertop renovation process. Don’t assume they already know how to prepare for appointments! Communication • Communicate often and frequently with your customer and fabricator partner. • Customer’s want to know where their project is at, even if there is no movement or a delay in lead times. • Set proper expectations with your customer about their material, seams, care & maintenance and warranty information. Sage Surfaces Team • Sage Surfaces is your teammate! We are countertop experts and are the #1 place to go for in formation about lead times, material, projects and more. Keep an open dialogue with us. Care & Maintenance • Inform your customer on care & maintenance of their countertop material to avoid warranty situations. Warranty • Inform your customer on their material warranty which can be found in the document library in Sage Sync.

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