In 2008, Jim Bria, a multi-talented memorial fabricator. and I had a discussion regarding client experience. I was engaged in the 18th and 19th century tombstone preservation, and he was building memorials in New York and Connecticut. Our discussion focused on the dissatisfaction we both had with the industry standards set for client experiences. Monument making and selling was viewed by the dealers as a part-year effort during the warmer months whereas the colder months was a time to rest and travel. During traditional busy season, the only way a client could receive a quote was to call on the phone or stop in a local dealer to discuss what they wanted. Often quotes were provided days later, rather than the same day. The “proof” was was a pencil sketch of the monument and its features. Hard copy mock-ups, if offered, were provided weeks later, and edits took additional weeks to receive. The industry standard was slow motion both in communication and delivery.
Jim and I envisioned a distinct experience for our customers, where the shop ran year-round. Client appointments were scheduled to accommodate working families. Modern communication options were offered including email, text, Zoom in addition to the traditional phone and in-office appointments. We envisioned a seamless technological experience for our customers where they could obtain the information they need either from us or through our website to plan which granite product works with their design vision and budget. Jim and I wanted our clients to have the range of options available to them, whether it is a unique design shape, a special granite color or a custom sandblasted artwork that is truly one of kind.
If you wish to learn more about us or would like a quote, call us at (475) 257-4087, email info@norwalkmonuments or use our quote request form below.
We look forward to hearing from you.
Lisa and Jim