Can you share the story behind the founding of your business?
Stone4Kitchen started as a small fabrication shop with my husband doing fabrication and installation and me doing the sales work and handling business affairs. Expanding had to be done mindfully. Our goal was to serve more customers swiftly while keeping the personal touch. We’re always updating procedures as growth continues. No matter how big we get we want to keep that small family-owned business atmosphere where the employees are part of our work family.
How have you built and maintained customer loyalty over the years?
Customer satisfaction is the most important factor in our work. I tell my employees to imagine that they, or their parents are the actual customers.
How would they like to be treated?
Positive experiences support positive outcomes, and we’ve created the kind of business where customers recommend us to their family and friends. Most of our growth comes from referrals and repeat business. Since my business involves construction, snags are unavoidable. The key is to resolve those issues quickly so that clients are satisfied with the results.
Our showroom is the largest in Hampton Roads, filled with ideas customers can use for their own designs. We want to show what is possible, and what is extraordinary. We want customers to be inspired when they’re planning their kitchen projects. We keep a huge inventory of full-size slabs and an enormous inventory of cabinets. The cabinets are all in stock in our warehouse, ready for immediate pickup or delivery.
What has been the most surprising lesson you’ve learned in your entrepreneurial journey?
That customer expectations are key in a business like ours. It’s crucial for everyone to get a clear idea of what the process entails before work begins. We guide each customer through our process and educate them about our procedures—anticipating anything that might create delays or cause concern. It’s important that customers understand what’s going to happen next and know what to expect during each step of the process.
What legacy do you hope to leave for future generations in your family?
I want my children to learn that running a business is hard but rewarding. That customers are the most important team members in your business. Pricing is important, but customer experience is more important. One should be proud of the service one provides. It’s not just about money. You must love what you do and be proud of your product.
Hampton & Chesapeake locations
stone4kitchen.com
