Sunday, April 6, 2008

One centimeter makes all the difference

Choosing a slab was not the only reason we were in Chandler. We had to come to the Design Center anyway because once again, they forgot some stuff and we had to pick something out and sign more paperwork. Fortunately, it didn’t come with an additional $14,000 price hike like last time.

We went back to the design center and while talking about the grout colors that were forgotten, we mentioned how this wasn’t the first time they had forgotten something and then we recited the litany (which was way to whiny to repeat here) in an effort to illustrate our inconvenience and how one might interpret that as poor customer service.

One note on Fulton Homes… The mistakes they’ve made, have not been earth shattering, by any measure. (A side note on the term “by any measure”. Look people, 99% of the time you say “by any means” you really mean “by any measure”. Do ALL of us a favor and just never say “by any means”. In that rare instance that your conversation actually calls for “means” it will magically come to you and everyone will be impressed. Even if that rare opportunity occurs and you end up saying “measure”, you’ll have prevented countless moments of stupidity by not saying “means”. You’re way ahead of the game.)
...and whenever Fulton Homes has made a mistake, they have made up for it and ensured we were satisfied with the resolution. We will never buy another development home from any other builder. Anyone would be foolish to not seriously consider Fulton for their new home.

An example of Fulton’s customer service resolved all of this for us. Fulton’s Design Center representative offered to allow a 3cm slab in place of our 2cm as compensation for our inconvenience. I’m convinced many other dealers would have just said, “sorry” and then moved on. This was exceptional service and we were completely satisfied.

We drove back to the granite showroom and took at look at the 3cm slabs they were pulling. The set had the usual markings with some additional cool inclusions and color flows that we really liked. The far right edge had a sudden transition into this amazingly different color and texture.


We selected this set and headed back to Casa Grande.

We know there is no guarantee the fabricator will be able to use our favorite parts of the slabs but we were hopeful their artisan roots will recognize the drama inherent in the slab we picked and infer our preference for that section.

Yes, I know that's a lot to expect as most people are idiots but we figured we'd also call the design center and get the number for the fabricators.

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