Time for Design

At least twice during the day, Van Dine asks the Kucifers if they want to break for lunch. It's not unusual for the designer to order in food or send someone out to pick up lattes. The couple opts to keep going, grabbing snacks from the design center's demonstration kitchen, which is well-stocked with fruit, granola bars, yogurt, bagels, and pastries, as well as coffee, soda, juice, and bottled water.

By the end of the day, they say they are feeling a bit of sticker shock about how much money they've spent, but they feel they were well-prepared for the process and are very excited about the choices they made. Van Dine goes over all their selections with them one last time, gets their sign-off on everything, and tells them they'll be getting carpet, wood, and tile samples in the mail within a few weeks. They'll also get a call when it's time to pick out the granite slab for their kitchen countertop.

It's almost 5 p.m. when they're finished.

“The house is going to be great,” Kevin tells Tiffany.

Richards smiles as they leave. She's glad that they're happy with the choices they've made, and with the revenue their purchases will bring the division. Even though the Kucifers had a long day, the decision-making process was simpler because there were fewer selections within each product category. It was more effective because Van Dine's training helped him explain how each selection would work in the house. And if something were to happen to the deal, there's nothing in the house that would make it tough for Ryland to resell. But that's not likely to happen now that the couple has made such an investment in making it their own.

“We do the emotional tie-down,” Richards explains. “They'll talk about that backsplash and the carpet. They'll carry the samples around with them for weeks. It's not a house now. It's a home.”

Follow these tips to help customers have a better design center experience:

- Pat Curry