Colucci Tile and Marble

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• By Rkressg01

  September 19, 2011

  We visited Colucci recently to select granite. Upon entering the store we were greeted by a female rep. After briefly explaining what we were looking for, and seeing we brought sample tile from a competitor, she made a gesture and pointed down the hallway, “there’s our granite”. We uncomfortably walked though the store looking at granite. She didn’t once ask if we needed guidance which is something we’d expect of any conscience sales person with so much as a pulse. A week later we returned with granite measurements. We provided this information to the rep and she began processing the order. At the end of the transaction we asked if she’d take a quick look at the photos of the project and provide an opinion on the layout. She proceeded to unprofessionally, and in front of others in the store, say “are you serious, you didn’t even buy tile from us and you’re asking for what?” I replied “yes, we’d like your opinion”. The rep turned to look at a co-worker, smirked and said, “he’s freaking serious! The co-worker ignored her and did not make eye contact with us. The rep followed with an uncalled for facial expression and gesture. I closed the discussion by saying, “well, we are buying several hundred dollars of product from Colucci and I really don’t think we’re asking much.” The rep then rudely ignored the request all together. In all our years this was one of the most embarrassing and belittling customer service experiences we’ve ever had! Directly from their website: Our design services are absolutely free and appointments are never needed. We know that deciding on what materials to use is sometimes overwhelming, but be assured that we are here to help you. We will guide you through the entire process with ease. Based upon this company’s mission we believe our request was quite reasonable. A response from a trained professional, providing satisfactory customer service, should have gone something like this, “sir I understand that you’ve purchased some of your materials from us, and we appreciate your business. However, Colucci has a policy that we can only provide detailed design guidance (i.e. plan layouts) for a small fee of _X_ dollars in instances where all materials are not entirely purchased from our outfit.” A better customer service professional would continue, However sir, let me take a quick look at your project (i.e. all of 60 seconds) and perhaps I can provide general guidance. Again though, I strongly recommend that we schedule a formal design consultation as I may also be able to highlight additional Colucci products that will compliment your project.” What makes this more mind boggling is the aforementioned statement advertizing pro-bono design services? Ask yourself, what would keep any prospective customer from visiting the storefront, selecting materials, and having Colucci design a layout pro-bono? Customers could then take those designs elsewhere to purchase materials? Reputation is paramount and those who consider using a business usually have nothing more to go by other than trust, track record, perception, word of mount, online reviews, and ultimately their personal experience. We firmly believe that businesses that employ individuals harboring principals, such as Colucci, eventually become insolvent. We realize that there is the occasional unreasonable customer that is “always right”. We are not them. In today’s highly competitive job market Colucci deserves better, and we’re certain there are more talented, trained, and willing workers available. There’s no place for people maintaining outlooks like this in today’s workforce. The people that work for you, represent you, and showcase your products and services are the heart of the business. They are the face of the day to day operations, provide the initial and often only impression of the business, and can typically make or break its reputation. Overall, a satisfactory product but unfortunately a “F” overall rating due to this.

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