When I think of my Grandma, I think of oatmeal cookies—without the raisins. Please, Grandma… stop with the raisins.
But what I remember most is sitting at that old farmhouse table, listening to her stories. Same ones, most of the time. They were slow. Long. Sometimes painful. But it was my Grandma—and she deserved to be heard.
Now fast forward to your showroom.
Picture a sweet couple—your Grandma and Grandpa—walking in to pick a remnant. They’re on a fixed income. They don’t want to be rushed. This might be the last countertop they ever buy. They deserve patience. Kindness. Someone who takes the time.
Now flip the script.
The next day, a custom builder you’ve been chasing for years walks in. He’s tired of his current fabricator and wants to talk shop—pricing, material flow, digital templates, install timelines. He’s ready to move now. He also expects lunch, some schmoozing, maybe baseball tickets.
Here’s the rub:
These two scenarios couldn’t be more different. Yet most shops send the same sales rep to do both.
Why? Why is the same person walking Grandma through $400 remnants also trying to close a 6-figure builder account?
The skills are different.
The outcomes are different.
The energy required? Totally different.
At Grand Onyx, we recommend:
???? Split the lanes. Retail vs. Wholesale
???? Specialize the role. Hunters vs. Helpers.
???? Match the rep to the rhythm. Some are relationship-builders, some are closer types—and your customers feel that misalignment.
Let your team pick their lane. You’ll see it instantly:
- Higher morale
- Better close rates
- Happier customers
- And you feel it from everyone.
PS: Not sure if your Sales Reps are Hunters or Helpers? Print out this questionnaire to find out.
