Handling Remakes Without Losing Customers
A remake happens when a fabricated countertop piece doesn't fit correctly, has the wrong cutout, or fails quality standards and needs to be refabricated. Every fab shop deals with remakes - typically 2-5% of jobs without prevention systems. How you handle the remake determines whether you keep the customer (and their referrals) or lose them and earn a negative review. The material cost of a remake is $1,500-4,000. The reputation cost of handling it poorly is incalculable.
TL;DR
- Remakes happen to every shop - what matters is how you respond
- The golden rule: own the problem, communicate proactively, fix it fast
- Customers who experience a well-handled remake often become your strongest advocates
- Never blame the customer, the templater, or the material in front of the customer
- Set a maximum response time for remake situations (24 hours to assess, 5-7 days to complete)
- Every remake should trigger a root cause analysis to prevent recurrence
- SlabWise's template verification prevents 70-85% of remakes before they happen
The Remake Response Framework
Step 1: Acknowledge Immediately (Within 2 Hours)
When a remake situation is identified - whether discovered during installation or reported by the customer - respond immediately:
What to say: "I understand there's an issue with your countertop, and I want to make this right. Let me get the details and we'll have a plan for you within 24 hours."
What NOT to say:
- "That shouldn't have happened" (implies you don't believe the customer)
- "That's within tolerance" (dismisses the customer's concern)
- "The templater must have made a mistake" (blames your team in front of the customer)
- "It'll take 2-3 weeks to fix" (before you've even assessed the situation)
Step 2: Assess the Situation (Within 24 Hours)
Visit the site or review photos to determine:
- What's wrong? Be specific - dimension off by how much? Cutout wrong by what margin?
- Is it fixable on-site? Minor issues (small chip, slight overhang variance) may not need a remake
- If it needs a remake, which pieces? Identify exactly which pieces are affected
- What's the material availability? Is the same slab still available, or do you need to source matching material?
- What's the timeline? How quickly can you refabricate and reinstall?
Step 3: Present the Resolution (Same Day as Assessment)
Call the customer with your plan:
Framework: "Here's what happened, here's what we're going to do, and here's when it'll be done."
Example: "The sink cutout is positioned 2 inches too far to the left. We need to refabricate that section. I have the same material in stock, and we can have the new piece ready by Thursday. Our install crew can come Friday morning. There's no additional cost to you."
Key principles:
- No cost to the customer - ever, for a shop error
- Specific timeline - not "soon" or "as quickly as possible"
- Single point of contact - one person handles all communication until resolution
- Temporary solution if needed - if the kitchen is unusable, offer a temporary fix while the remake is in progress
Step 4: Execute the Remake (Priority Scheduling)
Treat remakes as priority jobs:
- Move the remake to the front of the fabrication queue
- Assign your most experienced operator
- Run the corrected template through full verification before cutting
- Perform post-cut QC inspection on every remade piece
- Schedule installation at the customer's earliest convenience
Step 5: Follow Up (Within 48 Hours of Reinstall)
After the corrected piece is installed:
- Call the customer to confirm they're satisfied
- Ask if there's anything else that needs attention
- Apologize again for the inconvenience
- Thank them for their patience
Bonus move: Send a small gesture of goodwill - a gift card, a discount on a future project, or a complimentary sealer application for natural stone.
Turning Remakes Into Positive Outcomes
Research consistently shows that customers who experience a problem that's resolved well rate the company higher than customers who never had a problem. This is the "service recovery paradox."
Why It Works
- You demonstrated accountability - you owned the mistake without deflecting
- You showed competence - you fixed the problem quickly and correctly
- You prioritized the customer - they felt important, not like a number
- You exceeded expectations - the resolution went beyond what they expected
Customer Responses to Different Remake Handling
| Handling Quality | Customer Outcome | Review Impact | Referral Likelihood |
|---|---|---|---|
| Denied or delayed | Negative review, complaint | 1-star review | Will actively warn others |
| Slow, reluctant fix | Neutral, won't return | No review or 2-3 star | Won't refer |
| Prompt, professional fix | Positive, will return | 4-star review likely | May refer |
| Exceptional fix + gesture | Loyal advocate | 5-star review likely | Will actively refer |
Remake Cost Management
Direct Costs
| Cost Category | Typical Range | Notes |
|---|---|---|
| Replacement material | $500-2,000 | Depends on material and piece size |
| Fabrication labor | $150-400 | CNC time + edge profiling |
| Installation labor | $200-500 | Removal of wrong piece + install of new |
| Transportation | $50-150 | Two trips (remove + reinstall) |
| Total per remake | $900-3,050 |
Indirect Costs
- Scheduling disruption: Remake takes a slot from a paying job
- Staff morale: Remakes frustrate everyone involved
- Customer relationship stress: Even well-handled remakes create tension
- Review risk: Any remake is a potential negative review
Reducing Remake Frequency
The cheapest remake is the one that never happens:
| Prevention Method | Cost | Remakes Prevented |
|---|---|---|
| Pre-template checklist | Free (5 min/job) | 10-15% of potential remakes |
| On-site photo documentation | Free (5 min/job) | 10-15% |
| Manual template verification | Free (10 min/job) | 20-30% |
| AI template verification | $199-349/month | 70-85% |
| Post-cut QC inspection | Free (5 min/piece) | 5-10% |
SlabWise's AI template verification catches 70-85% of the errors that lead to remakes, at a cost that's a fraction of a single remake.
Documenting Remakes for Prevention
Root Cause Analysis
Every remake should trigger a brief investigation:
- What went wrong? (Wrong measurement, wrong sink model, CNC programming error, etc.)
- Where in the process did it go wrong? (Template, processing, fabrication, installation)
- Why wasn't it caught? (No verification, checklist skipped, new employee, rushed job)
- What would have prevented it? (Better checklist, AI verification, additional training)
- Action item: Specific change to prevent recurrence
Tracking Remake Data
| Data Point | Purpose |
|---|---|
| Date | Seasonal patterns |
| Job number | Traceability |
| Error type | Category analysis |
| Root cause | Prevention focus |
| Cost | Financial impact tracking |
| Templater | Performance patterns |
| Operator | Performance patterns |
| Resolution time | Service quality metric |
| Customer outcome | Satisfaction tracking |
Review this data monthly. If the same error type appears more than once, something systemic needs to change.
Communication Templates
Initial Response (Phone or Email)
"Hi [Customer Name], I understand there's a concern with your countertop installation. I want you to know that getting this right for you is our top priority. I'm going to [visit your home / review the details] within the next 24 hours and have a complete resolution plan for you. In the meantime, if you have any questions, you can reach me directly at [number]. Thank you for your patience."
Resolution Plan Communication
"Hi [Customer Name], I've reviewed the situation with your countertop. [Brief, honest explanation of what happened]. Here's our plan: We'll refabricate the [specific piece] using the same [material name] and have it ready by [date]. Our install crew will come out on [date] to remove the current piece and install the corrected one. There's no additional cost to you. I'll personally follow up after installation to make sure everything is perfect."
Post-Resolution Follow-Up
"Hi [Customer Name], I wanted to check in and make sure you're completely happy with the corrected countertop. We appreciate your patience during this process, and we've already made changes in our shop to prevent this from happening again. If there's anything else you need - whether today or in the future - please don't hesitate to reach out."
Frequently Asked Questions
Should I charge the customer for a remake if it's partly their fault?
If the error originated in your process (template, fabrication, installation), absorb the full cost. If the customer changed specifications after approval (different sink, moved cabinet), document the change and discuss cost sharing. For ambiguous situations, err on the side of absorbing the cost - the goodwill is worth more than the material.
How fast should I complete a remake?
Target 5-7 business days from identification to reinstallation. Faster is better. If material needs to be ordered (not in stock), communicate the realistic timeline immediately.
Should I offer a discount on the original job?
For a simple remake, the correction itself is sufficient - no discount needed. For significant inconvenience (customer without a kitchen for a week, multiple remakes), a 10-15% discount or gift card demonstrates that you value their patience.
How do I prevent the same mistake from happening again?
Root cause analysis for every remake. Update checklists and procedures based on findings. Share lessons learned with the team (without naming names). Implement AI verification if you haven't already.
What if the customer demands a full refund?
Full refunds should be rare if you handle remakes well. If a customer insists on a refund, assess whether the situation warrants it (multiple failed attempts, extreme delay). In most cases, a successful remake plus a goodwill gesture resolves the situation without a refund.
How do I handle remakes caused by subcontractor errors?
Hold your subcontractors to the same standards. If a subcontracted installer damages a piece, the sub should cover the remake cost. But to the customer, you're responsible - handle the communication and fix, then settle with the sub separately.
Should I mention remakes to prospective customers?
Not proactively, but don't hide from the topic. If asked: "We have strict quality control procedures including AI template verification that catches 95% of errors before fabrication. In the rare case something does need correction, we treat it as top priority and handle it at no cost to the customer."
How many remakes per month is normal?
Without prevention systems: 2-4 remakes per month for a 50-job shop (4-8%). With AI verification and proper QC: under 1 per month (under 2%). Zero remakes per month is the goal.
Prevent Remakes Before They Happen
SlabWise's AI template verification catches 70-85% of the errors that lead to remakes. When a template is uploaded, the system checks dimensions, cutout positions, and specifications against the original quote - in seconds.
Start Your 14-Day Free Trial - template verification included with every plan.
Sources
- Harvard Business Review. "The Service Recovery Paradox." HBR, 2023.
- International Surface Fabricators Association. "Remake Rates and Prevention in Stone Fabrication." ISFA Report, 2024.
- National Kitchen & Bath Association. "Customer Satisfaction in Kitchen Remodeling." NKBA Survey, 2024.
- Stone World Magazine. "Handling Fabrication Errors Professionally." Stone World, 2024.
- Fabricators Alliance. "Quality and Customer Retention Benchmarks." FA Report, 2024.
- Small Business Administration. "Customer Service Recovery for Small Businesses." SBA Guide, 2023.