Dennett Tile & Stone, Inc. Company Profile

The kitchen is the heart of your home, and its style and substance say volumes about you and your lifestyle. But before settling on a style, consumers have to navigate the often frustrating world of selecting a contractor. Every aspect of the company—contracting experience, caliber of employees and materials choices—will make or break the project.

When choosing a contractor, it is imperative to know the basics—whether they are licensed, bonded and insured, and if their employees are safe and reliable. Even small things, such as how consistently phone calls are answered or messages returned, can make a big impact during a remodel. Trusting a contractor to be responsive and responsible during and after the project is important.

A New Approach
Rick Dennett and Bambi Dennett of Dennett Tile & Stone, Inc. in Santa Rosa CA have built a name on their innovative and dedicated approach to tile and stonework. Research into the newest and most effective technologies and products have helped bring their company to the forefront of tile and stone installation.

While some contractors are content to adhere to outdated techniques, Rick Dennett and his staff have improved on the archaic method of mixing cement, lime and sand, and instead use pre-bagged cement and crushed granite that is factory-mixed for greater consistency and strength compared to sand. While the mix costs Dennet Tile a little more, it's worth it to them to give their clients a stronger, longer-lasting finished product.

Their drive to find a better way led Rick and Bambi Dennett to move beyond simply stone and tile into the world of granite and fabrication. New technology and an in-house fabrication shop now allow Dennett Tile and Stone to cut and shape stone slabs to fit exact specifications for countertops, vanities and even flooring.

Staffed for Service
Dennett Tile & Stone embraces an obvious commitment to customer service. The company boasts 90 employees, an office staff of 15, and two full-time customer service representatives dedicated to keeping customers happy.

And happy customers aren't hard to find. In response to research calls, Tracy, a customer, said, "I liked that there was always someone there to answer the phone." Brad, another customer, was impressed with "the quality of the customer service and the personal touch."

Dennett Tile and Stone aims to be the most responsive tile and stone contractor in Sonoma County. While many companies intend to provide top-notch service, it takes more than just lofty goals to ensure customer happiness. The large manpower pool at Dennett Tile & Stone gives them the freedom to finish projects without interruption. With 90 employees, Rick Dennett and his staff are able to quickly get to a job site and stay until the job is done.

Christine, a client, was pleased with the work Dennett Tile & Stone employees did at her rental property in Sonoma County. "I appreciated their flexibility and getting the job done in a timely manner," she said. "They went out of their way to keep me informed of the work process."

"A smaller company might not have the time to do the research we do on the products we use," says Rick Dennett. "We try to educate ourselves in getting the job done and covering all concerns."

The Commitment Advantage
While they are on the cutting edge of new technologies, Dennett Tile & Stone sticks to what they do best—customer service. Their commitment is to get the job done right and to be available to their clients both during and after the project.

When Rosemary, a client, had trouble with her shower tiles, Rick Dennett and his crew were able to repair the damage. "I had purchased some glass tile that cracked in the shower, but they came back and fixed it even though it had been two years since the installation," said Rosemary. "I was very happy with them."

Being there in the long run makes all the difference for Rick Dennett and his employees. Many of his customers have been with the company since Dennett Tile & Stone opened in 1985. Many of the staff also have a long history with the Dennetts.

"Our staff is what makes everything so amazing—we have some incredible people here," says Bambi Dennett. "We have quite a few employees that have been here more than 10 years. They know their jobs and we work like a well-oiled machine."

The New Face of Dennett Tile & Stone
Thirty years in the stone and tile business have created for the Dennetts a network of contacts that ensure better purchasing power and more product options. Unusual materials, hard-to-find and even internationally-mined stone and granite are part of their inventory.

The newest endeavor of Dennett Tile and Stone is a 6,000 square foot facility in Santa Rosa—the largest indoor slab showroom in northern California. The design center, located at 3310 Industrial Drive, offers customers a hands-on stake in remodeling projects, and the central living room space invites patrons to relax and discuss their options in a home-like setting.

Previously, Dennett Tile & Stone dealt almost exclusively with general contractors. But with economic changes and the growing trend for do-it-yourself projects, Rick Dennett and Bambi Dennett have remodeled not only their company's outlook, but also their home base.  The fabrication and design center now caters to Bay Area homeowners looking to create a custom style all their own, eliminating the middleman and offering to homeowners the time and attention they deserve.

Dennett Tile & Stone's one-stop shopping showroom changes the entire outlook on what could otherwise be a stressful remodel. First-hand access to materials offers a fresh alternative to catalogues or small sample tiles. In the showroom, customers can view stone slabs in 100 colors and personally choose matching tiles, granite and fixtures.

Not only is their facility built to be a relaxing oasis, it also shows the Dennett's commitment to conservation. Although the fabrication shop uses 20,000 gallons of water a day, their utility bill averages only $75 a month. Through careful water recycling and reuse, the fabrication shop conserves so much water the city of Santa Rosa recognized and awarded their efforts in spring 2008.

This dedication to continual improvement signals the fresh way Rick and Bambi Dennett approach their business. It is the personal touches that make all the difference for customers at Dennett Tile & Stone. "Rick is unbelievable with helping people make selections," says Bambi Dennett. "They are amazed at how much insight he has with what they are trying to achieve, and they are always overwhelmed with how the house turns out when he's involved."

—Lauren Bongard Schwarz
Associate Editor
The Prime Buyer's Report