When we supply a customer with a sample that they approve, we note the steps we did to complete the sample (if there is a disclosure such as the possibility of having dull areas, or different color, etc, we note it also on the contract) and have the customer initial it.  If they do not like the outcome after that we will offer to redo the surface with a different option but it will be at an added cost.  We'll give them a discount but if they accept a sample, sign off on it and wait until the entire proect is completed before changing their minds, I won't accept having to redo anything for free if we performed according to the terms and conditions of the contract.
 
Travertine in general has more than one color. Is your customer looking for a stone that has a solid color?  Or is it a polish issue?
 
 
Warmest Regards,
Georgia Rivera
Stone Buff, LLC
www.stonebuff.com
Certified Stone and Tile Pro
www.stoneandtilepros.com
1.888.548.4586 ext 104


 
On Fri, Jun 12, 2009 at 1:31 PM, <anthony@777-7797.com> wrote:

I recently polished a travertine floor from lippage removal to completion.  At the end of the contract the client was unpleased with the fact the that holes in the travertine were matt finish and the tile was highly polished. I had explained this beforehand but of course clients visualize differently than we do. So I also did a sample which she accepted but now that it’s all done , she doesn’t like the two tone  effect as she feels it looks dirty. 

 

I have gotten paid but she is still not satisfied, faced in this situation, what have you done, other than

-trying to recut and do it with epoxy fill

-honing it down to a more mat finish, to not make the traverfill stand out s much?

 

 

 

Anthony Masecchia

Master Stone Consultant
Marble Maestro
T. 514.777.7797
F. 514.904.1815
E. anthony@777-7797.com

W. www.777-7797.com

 

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