What to Say When the Customer Says, “It’s Not Shiny Enough”
By Frederick M. Hueston
You just finished a full polish job. Pads are cleaned, gear packed, the floor looks like glass—or so you think. Then it comes.
“It’s not shiny enough.”
Every stone restoration pro has heard it. And if you haven’t yet, just wait.
So how do you handle it without snapping, getting defensive, or throwing in more labor for free? Here’s how I deal with it, and how you should too.
First, Breathe. Then Listen.
Don’t roll your eyes (at least not while they’re looking). Don’t jump into a science lecture. Just ask: “Can you show me what you mean?”
That simple question puts the ball back in their court and gives you a chance to see it from their angle. Literally. Maybe the window glare is highlighting something weird. Maybe they’re comparing it to a polished stone in a showroom that was resin-enhanced and waxed heavily. Or maybe they have zero idea what finish they paid for.
Define “Shiny”
This might sound basic, but you’d be surprised how often this clears up the confusion.
Some customers think every stone can and should look like polished marble, even if it’s travertine with holes or a granite full of mica that scatters the light.
I explain it like this:
“There are different levels of shine, what we call gloss levels. What you’re seeing is a [honed/satin/semi-polished/full polish] finish. If you want a higher shine, I can take it further, but there’s a limit based on the type of stone.”
Now here’s the key: don’t promise something the stone physically can’t deliver. Some stones, like certain limestones or serpentines, just don’t get glassy. Period.
Light Is a Liar
Lighting plays tricks. Overhead LEDs, windows, and even the direction the sun hits the floor can make or break the illusion of shine. I’ve had customers point out a “dull spot” that disappeared when I asked them to look from a different angle.
I usually walk them through this:
“Let’s look at it from here… see how it reflects now? Stone is natural, so it won’t reflect like a mirror in all directions. That’s normal.”
Sometimes I even bring a portable light to show how uneven lighting affects the way gloss appears. A little theater goes a long way.
Set the Stage Early
If you’re getting the “not shiny enough” comment after the job, odds are you didn’t manage expectations up front. That’s on us.
When I bid for a job, I walk the client through:
- What kind of stone they have
- What finish is possible (and reasonable)
- What “shine” means in real-world terms
I’ll even bring gloss meters for bigger commercial jobs. On residential, I just show before and after samples or demo a small area. Education kills unrealistic expectations.
The “Factory Finish” Myth
One of my favorites:
“It doesn’t look like it did when it was new!”
Factory finishes often have the benefit of resin compounds, coating additives, or high-speed factory equipment that’s just not possible to replicate in the field, especially on installed stone. And many of those finishes wear off in time anyway.
I will tell them:
“Factory-finished stone looks great under showroom lights, but it’s often enhanced. What we’re doing is a natural mechanical polish, no coatings, no waxes. It’s going to look rich, deep, and natural… not plastic.”
When You Can Go Shinier (But It’ll Cost Them)
Sometimes the client’s right. Maybe you stopped at an 800 grit, and they were expecting a high-gloss 3000. That’s a different job.
If you quoted a hone-and-polish and they want mirror-like clarity, say so:
“We can absolutely increase the shine level. That would be an additional step with higher grit polishing and possibly more passes. I can give you a revised quote.”
Let them decide. You’re not giving away work you didn’t price.
Know When It’s Not the Floor
This one’s awkward, but worth saying: Sometimes the issue isn’t the stone. It’s their lighting. Or their expectations. Or something they saw on HGTV.
And sometimes… they just want to get a discount. Don’t fall for it.
Stick to facts. Stay calm. Offer solutions, not apologies.
Bottom Line: Shine Isn’t Just Science, It’s Psychology
You’re not just restoring stone. You’re managing perceptions. The key is to educate before, during, and after the job. Know your materials. Communicate clearly. And above all, don’t let “It’s not shiny enough” throw you off your game.
Let it start a conversation, not an argument.
And if all else fails, remind them:
“You didn’t hire me to make it look fake. You hired me to make it look right.”
