You share conversations over it, prepare meals on it and ponder the day ahead while waiting for your coffee to brew. A kitchen countertop is one of the biggest ‘appliances’ in the home as well as being a prominent décor fixture.
Finding that perfect hub for a home has been a focus of KW Countertop since 1997. Jim Young, company president, says he considers it an honour for his ‘work-family’ to play such an important role in other families’ lives. Jim will always say “The success of my business is 100 per cent because of my people. Everyone is working with us, not for us, and I think of them as family.”
The family feeling is reciprocated and it’s apparent in the number of long-time employees. “We have some people who have been with us since the beginning and many who have been here for five or ten years,” said Jim. The respect shown towards employees, as well as training opportunities and Jim’s continuous effort to move the business forward, makes it an attractive and stimulating workplace.
“Our goal is to provide the best service and whether it is a single vanity, a full kitchen, a hospital or a new high rise, everyone receives the same level of service,” says Jim. “We have developed a solid reputation and we are proud that it’s because of the excellence that our team provides.” You just have to look at their Google and Facebook reviews to see the highly-rated customer satisfaction levels.
Their amazing customer service reputation has spread far and wide. They quote and install for customers from Owen Sound to Windsor, Kincardine to Simcoe; however, the emphasis does fall on the tri-cities of Kitchener, Waterloo and Cambridge.
The last year has proven to be unpredictable with a global pandemic. KW Countertop implemented extensive health and safety protocol procedures immediately after a voluntary three-week shutdown while waiting for direction from the government. The team’s health and safety is the number one concern during these unparalleled times.
Face masks are mandatory for all team members, the templators and installers also have hand sanitizer in their vehicles for between home visits, and social distancing is maintained. As new information comes to light with the pandemic, KW Countertop adapts their policies and procedures to ensure the safety of the team, customers and the community.
Their large showroom is open to customers with no appointment necessary, with social distancing and masks worn by both employees and customers. With so many people having spent an extraordinary amount of time isolating or now working from home, home renovations are an even hotter than usual topic.
At KW Countertop, they cut, edge and finish their countertops within their own 40,000 square foot fabrication facility. They offer granite, quartz, laminate and solid-surface countertops, sinks and faucets to make your experience as seamless as possible.
The main focus of the entire team at KW Countertop is making sure to provide the best customer service from start to finish. They continually update their business practices and invest in their system and machinery to create efficiencies throughout the entire process. With expedited systems and processes, they can meet the timelines required by the customer to install or supply.
Jim and Jeff Graham, the General Manager, have never shied away from taking on more. If it’s going to make sense then they are ready to invest the time, energy and money required to give it a shot. As Jeff is known to be quoted “Bring it on!” He is up for new challenges and with the team they have in place, they know they can achieve their goals.
Implementing the stone fabrication and installation service back in 2013 was a major game-changer for the company, allowing them to grow to double the size in a short time. By continuing to offer laminate and solid surface with granite and quartz, it provides their customers with a variety of options that can’t be offered anywhere else under one roof.
The foot traffic into their showroom is robust and also serves as a hub for professionals to gather or refer their clients. “A lot of decorators or other industry professionals use our showroom as their office, they take over a corner and go through the options with the client,” said Lee Anne Jewitt, Sales Manager of over 17 years. “Contractors will also send customers here to make their countertop selections and then we bill the Contractor directly.”
“When someone comes in, we talk about the different price points and surfaces and we help them to choose based on their needs, will it be part of a real estate flip or is it for a dream home? We also need to look at flooring, doors and paint colours. Their decision can sometimes change with that education about what will work best with their existing décor and the demands of the space.” said Lee Anne.
Upwards of 75 per cent of customers are still leaning towards a white stone with veining, either quartz or granite, but Lee Anne said there are other warmer trends now emerging. “The trend is currently towards softer, warmer countertops (more grey than white), and waterfall islands remain popular. Colour in cabinetry is making a come-back, as well as gold and bronze in faucets, and lots of glass and sparkle throughout the space,” said Lee Anne.
But while trends may come and go, passion, integrity and excellence in customer service run a steady vein at KW Countertop.
KW Countertop is located at 149 Manitou Drive, Kitchener. You can preview KW Countertop showroom samples and learn about what’s involved in the countertop manufacturing and installation process at www.kwcountertop.com or call them at (519) 894-1991. Outside the K-W area, call (877) 844-8737.