If someone calls and asks for your showroom hours—DO NOT ANSWER THE QUESTION.
Yeah, I get it. That sounds insane and 1000% counterintuitive.
Stay with me.
I’ve reviewed hundreds of thousands of phone calls from fabricator sales reps. Literally.
AI helped—but the pattern is painfully clear:
It’s not uncommon for the people who ask for your hours… to never show up.
Why? Because your location probably feels more like a gritty warehouse or rural backroad than a cozy design studio next to a Starbucks. For most homeowners, it’s just easier (and more comfortable) to swing by Home Depot or Lowe’s.
You have to EARN these visits—and here’s how.
99% of calls go like this:
“Hey, what are your hours?”
“We’re open until 5.”
“Great, thanks. Bye.”
That opportunity for an amazing first impression?
Gone. Forever. You just became another knowledgeless, uninteresting box store.
Now imagine if your sales reps responded like this:
“I’d be happy to share that, but first I want to make sure you don’t waste a trip—can you tell me a little about your project?”
“When are you hoping to get it done?”
“Do you have any colors or materials picked out?”
“Have you ever done this before?”
“Mind if I grab your name and number in case we get disconnected?”
Now you’re having a real conversation.
Then you land the close:
“Awesome—I actually have some perfect material ideas based on what you just shared. Rather than having you explain this all over again to a team member, how about we set an appointment? That way I can have everything laid out and ready when you arrive. How about tomorrow at 3 pm?”
BOOM. A Social Contract.
They feel heard. You’ve built trust. You’ve earned commitment.
And because they’re now on your calendar—your no-show rate just dropped like a rock.
Why This Method Works:
- A) You instantly build trust and credibility.
Box stores can’t come close to the professionalism or product knowledge of your team—and you just proved it. - B) You avoid the “zoo hour” when 12 cars pull up and only 2 reps are available.
(Yes—this actually happened to a Grand Onyx client. The record still stands.)
If you’re still rattling off hours to everyone who calls, you’re not doing it wrong—you’re just doing it like everyone else.
Not-So-Subtle Plug:
We’ve built AI that SCORES EVERY CALL—so your sales rep gets a nudge if they forget to ask for the prospect’s name, details about the project, or to book an appointment.
