Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for kitchen and bathroom remodelers that have earned the prestigious Diamond Certified award. For Sharon Stone Design, the best way to keep clients happy is to make sure they get exactly what they expect from their projects. “We focus on meeting our customers’ needs throughout every phase of the remodeling process,” affirms owner Sharon Katz. “By providing them with excellent communication and detailed project management, we can make sure they get the best possible outcomes.”

Sharon Stone Design has been providing remodeling and stone fabrication services for residential and commercial clients throughout Santa Clara County since 2013. The family-owned and operated company is qualified to handle every phase of the remodeling process (including installing tile, custom countertops and hardwood flooring), and it also specializes in fixing damaged quartz surfaces.

Unlike less experienced remodeling contractors that take a “hands off” approach to collaborating with their clients, Sharon Stone Design makes sure to listen to each customer’s ideas throughout each phase of their job. “Every project starts with me, the company owner, and my husband, the project manager, communicating directly with the client,” explains Ms. Katz. “This gives them the confidence to share their expectations at the start of the job and ask questions during the process. We love knowing what our clients want. At the end of the day, it’s their kitchen or bathroom, so we want to tailor the experience to their needs so they can bring their dreams to life.”

Ultimately, Ms. Katz sees Sharon Stone Design’s honest approach to remodeling as one of its most important attributes. “We don’t like surprises and we know our clients don’t either, so we always give them honest bids and we’re upfront about charges for additional work or change orders,” she says. “Also, we never cut corners by using cookie-cutter designs or imitation stone products. Quality is very important in everything that we do.”

Before taking on a kitchen or bathroom remodeling project, find a contractor that prioritizes communication.
Home renovation TV shows make kitchen and bathroom remodels look like a cinch. The contractor comes in, has a brief chat with the client, shows them a fabulous design and turns around a magazine-worthy renovation in the span of 60 minutes. But that’s not the way remodels work in real life, and when homeowners and contractors don’t communicate well, it often leads to frustration and dissatisfaction with the process and the finished project.

“The number one thing is communication,” insists Sharon Katz, owner of Sharon Stone Design in Sunnyvale. “To get the outcome you want, clear communication has to happen early and often. Discussing the use of the space and your long-term goals should happen before the work begins, and that communication needs to extend throughout the job so you feel comfortable asking questions and sharing concerns. Likewise, your contractor should be upfront about pricing, materials, time frames, delays, unexpected setbacks and unforeseen issues.”

Ms. Katz says communication about materials, finishes and products is also important. “There are many different countertop materials on the market, so it’s helpful to understand the pros and cons of each. By knowing those details, you can decide which product is the best fit for your specific needs. Your contractor should be able to educate you about your options and help you get exactly what you want.”

Take simple steps to improve communication with your contractor

• Before choosing a contractor, ask about their communication style, frequency and philosophy. Only hire companies that prioritize communication.
• Remember, a picture is worth a thousand words. Find and show your contractor examples of work that you like.
• Tell your contractor how you’d prefer to be contacted (phone, text, email, in person) and ask if that method works for them.
• Schedule time to talk about the project daily, weekly or before each phase begins.
• Get everything in writing.
• Keep a positive attitude and recognize that communication is a two-way street.

Q: Will you use subcontractors on my project?
A: No, our employees will perform all the work. In some cases, specialty installers may be required, but we only work with skilled professionals whom we already know.

Q: Can you help me design my project?
A: Yes, and we can also help you select finishes and materials.

Q: Do I need a permit for my project?
A: If the job is merely cosmetic, you don’t need a permit, but if it’s a larger project like a bathroom or kitchen renovation, we recommend getting one. We can handle the permit pulling process for you.

Q: How will I know when to pay you?
A: We’ll include a payment plan in your contract. It’s very detailed, so you’ll know how much is due at every stage.

Q: Can I trust your employees while they’re in my home or business?
A: Absolutely. Our employees are very reliable and trustworthy.

Q: What should I consider before buying new countertops?
A: There are many different countertop materials on the market, so it’s helpful to understand the pros and cons of each. By knowing those details, you can decide which product is the best fit for your lifestyle and design needs.

Q: What’s the biggest trend in the kitchen and bathroom remodeling industry?
A: LED lighting is really big right now. The efficiency is great, and it lends itself to so many trends and styles. We can find ways to add more lights to a room, such as underneath and inside cabinets.