In my opinion, I don't think what we do is getting easier.  It is a true artistry and surfaces are being fabricated with more and more junkie type of stuff instead of quality which means we have to think outside the box and use newer techniques an products to adjust to these new age surfaces.  

Loosing to a cheaper estimate is part of the game. It stinks, but always follow up with a kind thank you message for their consideration.  I can promise, you will always remain in their mind for any future work.  Why can a company work for so cheap?  Because they don't see the value in their own work and they sell themselves short OR they know they do crappy work that isn't worth any more money.  It is critical that you realize your own value, your own training, your own expertise.  This isn't a business where people should have the "hang out at Home Depot to wait for a job" kind of mentality like these low bidding companies have.  When the job is sold for really cheap, most likely, that customer is not going to be satisfied with the end results.  As long as you focus on your value, your knowledge, your understanding of the customer's desires so you can present to the customer the best value for their dollars, that will always remain in their heads.

Commercial accounts typically don't care so much about quality as much as about budget.  However, if the presentation is such that they understand how much money they will actually save when their surfaces are restored and maintained properly and possibly having different options for them, they will be more inclined to think more about your and your services.  

Americans don't want to be sold but they want to buy.  When in any communication with the customer you need to think about what CAUSED the customer to call in the first place.
Customer are looking for the following:
C - Comfort
A - Affordability
U - Utility
S - Safety
E - Economics
D - Dependability

This is all they are thinking about.  If you present yourself and your company and your services correctly and the customer still decides to go with the cheaper estimate, at least you saved yourself from having to work hard for little to nothing.  Some people are the type that if you extend your hand, they want to take your whole arm.  Some people are just looking for the best deal possible.  Having the cheapest estimate isn't the best deal.  But what do they know?  Customers aren't typically educated in our industry.  If they were, chance are they would be doing it all themselves anyway.  There is a lot of psychology in closing sales.  One thing I learned the hard way, walk away when all they are looking for is cheap.  They will be the most difficult customer and you and your profit margin will suffer greatly as a result.

What sets you aside from those super low bidders?  Are they Certified?  Are they educated? Are they dedicated to quality? Do they use the same methods and products? Do they offer the customer an education? Are they a specialist or a jack of all trades?  Do they cut corners?  Do you?  As a customer, people mainly look for that specialist.  They wouldn't go to the dentist to get foot surgery.  But they at least understand that dentists and foot surgeons are both doctors, yet do completely different things.  It is our job to educate the customer about what we do and who we are. 

On Mon, Jul 29, 2013 at 7:36 AM, Fred Hueston <> wrote:
Ive said this a hundred times and Ill say it again. The industry is changing and you will have to change with it to stay alive. For example if you were a pager company and didnt change your ways you will loose business to the cell phone companys. How many pager companies are around today? I hate to admit it but stone refinishing and polishing is getting easier and easier and you are going to see more and more carpet cleaners and janitorial companies getting into the business.  So what you need to do is specialize in something they cant do, For example repair work, etc. You have to think outside the box and you cant blame the Cheetah Pads or others for making it easier. This is just the facts of the business.

On Sun, Jul 28, 2013 at 5:25 PM, Pat Staples <> wrote:
I just lost a job to a guy from Plainsfield NJ. He came down to south jersey and priced out a church, 4,000 St Ft refinish (50-120-400) polish and apply penatraiting sealer @ $2.00 St Ft. There was a lot of masking necessary because of all the pews and alter steps/risers.
I can do it for that but I am not sending the guys out working for wages and I am trying to keep the pricing up.
Let them do it for that price.
We have plenty of work to keep our crews busy
Thank you
Carl Staples
Classic Marble & Stone Restoration
----- Original Message -----
Sent: Sunday, July 28, 2013 2:01 PM
Subject: RE: [sccpartners] What goes for restoration

Pat- South Florida pricing is very suppressed. That type of pricing is really low.
Tough to run a business with that type of competition-we have seen it happen up here as well.
Even if the new management isn't happy with the new companies results and wants to switch back. Chances are they probably wont pay the rate prior to the change.
We see this happening on a lessor scale in the northeast but we still have the carpet cleaner doing stone refinishing with easier systems like diamond impregnated pads and others. Their pricing is lower and comparatively so are the results.
While it hasn't seemed to affect us as much as in other areas of the country it may in the future.
I don't think it is the products as much as it is the marketing for those products.
We use diamond impregnated pads for different variations of finishes of honed surfaces.
I think it just misrepresents industry results to inexperienced contractors.
Maybe I am wrong, but looking at the marketing and advertising from these companies all shows these systems are cheaper, faster and easier to use than traditional methods.
Dana please don't take this the wrong way but why would you feel sad selling products to companies like that.
Give us a little more credit than that, you are after all in business to sell product.

On Sun, Jul 28, 2013 at 11:17 AM, Pat Staples <> wrote:
Where is the other company from????

On Jul 28, 2013, at 8:00 AM, Dayron <> wrote:

> Listen to this gang and the problems I face here in this armpit of America ( why armpit cause it stinks)
> Bid a building which we had serviced for more than 14yrs but new management arrived the winning bid was @ $.90. For restoration and grout cleaning. (I was way over).
> My guys on the inside of this job let me go to the site when they where working.  First with a blade they removed some of the grout,then they used cheetah pads ( nothing against the pads heck I used them ) and the slurry which is left while grinding was used to fill grout.  Then they crystallize the crap out of it.  It's just sad to see what goes for restoration and what people who call themselves true craftsman
> Sent by iPhone
> Dayron Padilla
> Perfect Marble
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Frederick M. Hueston PhD

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