Custom has referred clients to Frank Webb’s Bath Centers for about 10 years. We recently chatted with Kathie to discuss her relationship with Custom and our clients.
Tell us about your role at Frank Webb.
I oversee all aspects of our Bedford showroom, including design, layout, bath and kitchen product displays, and showroom associates.
What’s your interaction like with Custom clients?
Before I meet with a Custom client, Custom will send me a sketch of the bathroom or kitchen being renovated and details on allowances. Depending on project size, I typically meet with the customer for an hour-and-a-half to two hours. We have a broad range of bathroom and kitchen fixtures and accessories on display in our showroom, from sinks, faucets, showerheads, shower doors and toilets to tubs and vanities. From there, some homeowners move very quickly with product selection. Others like to do their research, think things over and come back multiple times. Whatever the case, I generally find referrals from Custom to be very thoughtful about their decisions and great to work with.
How exactly do you help customers with product selection?
When homeowners come into the showroom, all the choices can be overwhelming. So we’ll sit down, talk about the products they need and walk through everything in an organized fashion. But I don’t make decisions for them. I present the options and provide guidance so they can make an educated choice.
Whom are you typically working with on the Custom side?
Once a project starts, I work primarily with [project coordinator] Michael Daniell. We go back and forth every day, reviewing the product needs and delivery schedules for various Custom projects. I work with a lot of remodeling companies, and Michael’s one of the best — very professional, down-to-earth and reasonable in his expectations.
What do you think of Custom’s work?
If we have a customer who hasn’t chosen a contractor yet, we give them a few names to consider. Our customers often say that Custom wasn’t the least expensive option, but that they chose Custom because of the reputation and because they know they’ll be in good hands. I think Custom has a very high level of customer satisfaction.