Doug and Paul explain why managing a customer’s regret is one of the primary jobs of a kitchen designer.
Below is a video of Doug Motterhead and Paul McAlary discussing managing customer regret when designing a kitchen and doing a kitchen renovation.
I think it’s surprising to most people that being a truly good kitchen designer is not about giving customers what they think that they want. This is why I don’t like the catch phrase less experienced kitchen designers often repeat. “That they want to make their customers dreams a reality.”
Being a great kitchen designer is about showing customers things they hadn’t considered and helping them to make sensible choices once they have all the options. Seldom do customers choose the design they initially dreamed of once they are better informed. We simply wouldn’t be good kitchen designers if customers didn’t choose different ways to spend their budget and different designs after getting help from a qualified professional.
I think it is also surprising to most customers that telling them what is bad about any particular kitchen design is more important than what’s good about that design. And ALL kitchen designs have their good and bad points. This is what we are speaking of when we talk about managing regret. IE Making sure that whatever the design choices a customer makes, that they are fully aware of that design’s pluses and minuses and have no regrets when their renovation is complete.
Looking forward to helping you get a regret free kitchen.
Paul, Julie, Ed, Chris, John, Lauren, Tom, and Stacia
Main Line Kitchen Design
