In-house training
How we speak
for Volaro
Every word we say and send is the brand, performed. This is how we sound, what we say, and how to handle the moments that matter — at the counter, on the phone, and in writing.
Born in stone. Revealed through design.
How to use this
- Work through the modules in order the first time — it takes about 30 minutes.
- Tap Reveal the words on any script to test your recall, then say it in your own voice.
- Mark each module complete as you go; your progress is saved on this device.
- Come back to Quick reference any time you need the words fast.
01
The voice
Get these right and everything else will sound like us, even when you go off-script.
We sound confident and design-savvy, assured but approachable, refined but never pretentious. We are the authority on the material and the calm hand beside the client. We speak as a house — not as a counter.
The six rules of Volaro language
- 1Price never leads. Value and provenance come first; cost is the consequence of both. Never open with a number, and never apologise for one.
- 2Provenance, always. Name the block, the quarry, the region. The story is half of what the client is buying.
- 3Never “how can I help you.” Greet by name and by house. We welcome; we don’t serve at a counter.
- 4Unhurried, always. Time is the luxury we give. Short replies are fine; rushed ones are not.
- 5We come to them. Proactive contact is the rule — the client should never have to chase us.
- 6The stone is the hero. Let the material carry the moment. Our words frame it; they never talk over it.
Words we use, words we avoid
We say
We don’t say
The investment for this piece is…
It costs / the price is
I’ll set aside some time for you
I’ll squeeze you in / fit you in
Once it’s gone, the block is finished
We’ve got plenty / stock is fine
I’ll come to you at each step
Chase me if you need anything
A piece / a slab / the stone
Product / item / SKU
Reserved and held in your name
On hold / pencilled in
Remember
- Lead with value and provenance — never with price.
- Welcome people; never “serve” them.
- Unhurried is the whole point. Time is the luxury.
02
The journey
A client never simply buys stone. They commission a piece of the earth — and we are the house entrusted with revealing it. Here is what every stage should make them feel.
00
Anticipation · “This is where the people who care go.”
The brand is felt before any contact.
01
First contact · “I’ve stepped somewhere different.”
Answered warmly, by name. Never “how can I help you.”
02
The invitation · “I’ve been given something, not slotted in.”
An appointment, set aside and anticipated.
03
Arrival · “I’m in good hands, and there is time.”
Greeted by name; an elevated welcome; unhurried.
04
The discovery · “They understand what I’m trying to do.”
A conversation about the feeling, not a pitch.
05
The reveal · Awe, and the pull of the finite.
The heart of it. Present the stone; let it speak.
06
The selection · Relief and ownership.
The piece marked and held in their name.
07
The proposal · “This is worth it, and I can see why.”
A quote that is an artifact, not a spreadsheet.
08
Coordination · “I never have to worry about this.”
We carry the project; we update before we’re asked.
09
The handover · “This is real, and it’s beautiful.”
Delivered with reverence; the certificate of provenance.
10
Completion · Pride — and gratitude.
We follow up and make the designer look brilliant.
11
Aftercare · “They’re still here.”
Care guidance and a genuine re-sealing service.
12
Belonging · “I belong to this world now.”
First access, private viewings, the stories no one else hears.
03
On the phone
Answer by the third ring, warmly. Never “how can I help you.” Always get a name and a way to reach them.
● When the phone rings
Answering an inbound call
“Good morning — Volaro, this is [ name ].”
“Lovely to hear from you. Tell me a little about what you’re working on, and I’ll make sure you’re looked after properly.”
“I’m just after a price for [ stone ].”
Of course — the best way to get you the right figure is to understand the piece and the project. Can I ask a couple of quick things, and then I’ll sort it for you?
“Do you have [ stone ] in stock?”
Let me check exactly what we have on the floor for you — one moment. We do; would you like to come in and see it? It’s a different thing in person.
Remember. The goal of most calls is a booked appointment, not a quote over the phone.
● When you understand the enquiry
Setting the next step
“The best next step is to have you in so we can take you through the collection properly. Would [ day ] at [ time ] suit?”
“I’ll put some time aside for you and have a few pieces ready that I think are right for [ project ].”
● When there’s no answer
The voicemail we leave
“Hi [ name ], it’s [ advisor ] from Volaro — returning your enquiry about [ stone / project ]. I’d love to help; I’ll drop you a quick note too, and you can reach me on [ number ] whenever suits. Talk soon.”
Remember. Always follow a voicemail with an email the same day, so they have something in writing.
04
In the showroom
The first ten seconds set the register of the whole visit. Greet by name, offer something elevated, set an unhurried pace.
● When a booked client arrives
The welcome
“Welcome — we’ve been expecting you. You must be [ name ].”
“Can I get you a coffee or a sparkling water before we begin? There’s no rush at all — let’s take our time.”
● When someone walks in
Welcoming a walk-in
“Welcome to Volaro — come in. I’m [ name ]. Is there a particular project bringing you in today, or would you like to wander and I’ll talk you through anything that catches your eye?”
“Just looking, thanks.”
Of course — take your time. The stones are grouped by type; the feature pieces are just through there. I’m right here if anything stops you in your tracks.
Remember. A browser today may be a commission next year. Offer the floor, then give them space.
● When you begin to understand the project
The discovery
“Tell me about the home. What do you want someone to feel the moment they walk in?”
“And whose project is this for you — one where the client trusts you completely, or one you’re bringing them along on?”
Remember. Listen more than you talk. Capture it so they never repeat themselves.
● When you present the stone — the heart of it
The reveal
“This came out of a block we secured in [ Carrara ]. There are a handful of slabs like it — and once they’re gone, the block is finished.”
“Run your hand across it. See how the vein moves when the light shifts? That will never happen the same way twice.”
Remember. Present, don’t point. Light it, let them touch it — then let the silence work.
● When the figure comes up
Naming price in person
“The investment for this piece is [ figure ] — and you can see exactly what that includes.”
“It reflects that this is a single, finite block, fabricated and installed properly. I’ll set it all out in a proposal so it’s clear.”
“That’s more than I expected.”
I understand. With natural stone you’re paying for something singular and finite — and for getting it right once. Let me show you where the value sits, and if budget is the question, we can look at alternatives together.
Remember. State the figure calmly, without apology — then move straight back to value. Never discount on the spot.
● When the client commits
The reservation
“Then this one is yours. I’ll have it marked and set aside in your name today.”
“We’ll bookmatch these two so the vein runs as one — it’s the detail people feel without knowing why.”
Remember. Mark the slab and complete the reservation the same day. A held piece is never sold from under a client.
05
Email & quotes
Warm, specific, unhurried — and always one clear next step that we own.
How an email is built
Greeting. “Hi [ first name ],” — never “Dear Sir/Madam” or “Hey.”
Opening line. Reference the person and the moment — the visit, the stone, the project — before anything transactional.
One clear next step. Every email ends knowing what happens next, and who does it (usually us).
Sign-off. “Warmly,” then [ name ] — Volaro Stone.
How we send a quote
The rule. Never quote a specific slab you haven’t reserved — a quote implies it’s available. Reserve first, then send the proposal as a designed artifact within 24 hours of the visit. Price lives in the proposal, never in the email body. Log it in Odoo; invoicing stays centralised through Emma.
✉ Covering email · within 24 hours of the visit
Sending the proposal
Subject: Your proposal — [ stone ] for [ project ]
Hi [ name ], thank you for your time on [ day ] — it was a pleasure to walk you through [ stone ]. I think it’s exactly right for [ the project ].
Your proposal is attached — the piece, its provenance and the specification, with the investment in full.
I’ve marked the slab and am holding it in your name until [ date ], so there’s no rush — I just didn’t want it to go anywhere while you sit with it.
Any questions, or to come back in and see it again, I’m here. Warmly, [ advisor ] — Volaro Stone
✉ Follow-up · gentle, +3 days
Quote follow-up
Just checking the proposal for [ stone ] reached you alright, and whether any questions have come up as you’ve sat with it.
Your slab is still held in your name until [ date ]. Happy to walk through anything, or to have you back in for another look — whatever’s easiest.
Remember. One gentle nudge, leading with help. After the final follow-up (+7–10 days), move to clienteling — not chasing.
The email non-negotiables
- Reserve before you quote.
- Price lives in the proposal, never the email body.
- Proposals go out within 24 hours, while the feeling is alive.
- We reach out first — at every milestone and the instant anything slips.
06
Hard moments
Handled with the same calm hand: honesty, ownership, and a way forward — every time.
● When “it’s too expensive”
Price objection
“Thank you for being candid — I’d always rather you were. With natural stone, the investment reflects something singular and finite, done right the first time.”
“That said, if budget is the question, there are real options — a different stone with a similar feel, or adjusting the scope — and I’d be glad to walk them through with you.”
Remember. Defend the value, then offer a route via stone or scope. Never discount reflexively.
● When the block has sold
Out of stock
“I want to be upfront: [ stone ] is no longer available — it’s the nature of a finite material. I’m sorry; I know you were drawn to it.”
“The good news is I’ve found a piece with a similar character that I think you’ll love, perhaps more. May I set it aside for you to see?”
Remember. Turn scarcity into the story. Always come with an alternative in hand.
● When we’ve slipped
Delay — our fault
“I’ll be straight with you: [ what happened ], and that has moved [ delivery ] to [ new date ]. That’s on us, and I’m sorry.”
“Here’s exactly what I’m doing about it: [ action ]. I’ll confirm the new date is firm by [ date ] and stay close to it personally.”
Remember. Tell them the moment you know. Own it — action, a firm date, personal accountability.
● When a client is unhappy with the work
Complaint or defect
“Thank you for telling me — and I’m sorry it’s not as it should be. That’s not the standard we hold ourselves to.”
“I’d like to see it for myself so I fully understand. Once I have, I’ll set out clearly how we’ll make it right. You have my word we’ll look after you.”
Remember. Listen first, never defensive. Inspect, then commit to a remedy. Loop in Emma early on anything material.
07
The standards
The depth of the experience flexes by tier. The standard of excellence never drops.
The Commission
Full ritual — design-led projects & private clients. The whole journey.
The Trade Partnership
Streamlined & expert — repeat trade and fabricators. Reliability is the value.
The Counter
Efficient & dignified — small purchases and remnants. Warm, never cold.
No one is ever made to feel like the wrong tier.
The non-negotiables
- Reserve before you quote.
- Price lives in the proposal, and never leads.
- We reach out first — always.
- Invoices are centralised through Emma; never raised independently.
- Everything is logged in Odoo, so no client repeats themselves.
- A reserved piece is never sold from under a client.
08
Quick reference
The words, fast. Keep the register; make them your own.
Greeting
Good morning — Volaro, this is [ name ].
The invitation
Let me set aside some time so we can take you through the collection properly.
Arrival
Welcome — we’ve been expecting you. There’s no rush at all.
Discovery
What do you want someone to feel when they walk in?
The reveal
Once it’s gone, the block is finished.
Price
The investment for this piece is [ figure ].
The reservation
Then this one is yours — marked and set aside in your name today.
Update
You don’t need to chase anything — I’ll come to you at each step.
Aftercare
How’s the stone settling in? I can arrange a re-seal if it’s due.
First access
A block just landed that made me think of you — see it before anyone else.