Firmolux Reception Guide

Welcome to the Firmolux Reception Guide. This reference is designed to be fast, searchable, and structured around the most common types of calls you’ll receive. Use the table of contents and dropdown menu to jump quickly to any section.

📌 Table of Contents

  1. Brand Overview
  2. Call Types & How to Handle Them
  3. Escalation Flow
  4. Resource Links
  5. Employee Directory

🔑 Brand Overview

  • Pronunciations:
    • Firmolux (FUR-moh-lucks)
    • Marmorino (mar-moh-REE-noh)
    • Piatto (pee-AHT-toh)
    • Berlina (ber-LEE-nah)
    • Grassello (grah-SELL-oh)
  • Company: Firmolux
  • Industry: Italian lime & Venetian plaster finishes
  • Customers: Architects, designers, luxury builders, boutique contractors
  • Tone: Polished, modern-luxury, respectful but efficient
  • Key Products: Grassello, Marmorino Berlina, Marmorino Piatto & Microprimer
  • Selling Points: Imported from Italy, artisan-crafted, highly customizable, premium tier

☎️ Call Types & How to Handle Them

1. 📦 Order Status

"I’d be happy to help with that. I can definitely get you an update on your order status. I’ll just need your name or order number, and our fulfillment department will send you a text message with the update shortly."

  • Collect name, order number (if available), and phone number
  • Email the details to info@firmolux.com for customer care to follow up

2. 🚚 Expedite an Order

“I’d be happy to get that request over to our shipping team. If you can share your name or order number, they’ll follow up with expedited options by email shortly.” (Don’t guarantee any timeline)

3. 🎨 Wrong Color Concern

"We understand how important it is for the color to be just right, and we're here to help. Before we move forward, please make sure you're evaluating the plaster once it’s fully dry—wet plaster will often appear significantly darker than the final result."

"The best next step is to send us a few clear photos of the dried plaster (preferably) alongside the Benjamin Moore or Sherwin Williams color swatch you selected. You can email them to info@firmolux.com or text them to 941-962-1541. Once we receive the images, our colorist will review them and we’ll follow up with a solution to ensure the color is corrected as needed."

  • Encourage documentation/photos, and forward the issue to info@firmolux.com or text (941) 962-1541 for evaluation.

4.❓Product Questions

“Firmolux specializes in high-end Italian lime plaster finishes. We offer a few core products that vary in texture and sheen—Grassello (grah-SELL-oh), which is our smoothest and shiniest finish, as well as Marmorino Berlina (mar-moh-REE-noh ber-LEE-nah) for a soft satin feel, and Marmorino Piatto (mar-moh-REE-noh pee-AHT-toh) which has a more matte, slightly textured look.”

  • If technical or job-specific:

“Let me have one of our product specialists follow up with you directly so you get the best recommendation.”

5. 🔧 Application / Technical Help

  • NEVER guess or ad-lib. Say:

“Our technical specialist can walk you through that. Let me get this to the right person so you get a clean answer.”

6. 🚨 General Complaints or Issues

“I’m so sorry to hear that. Let me take down the details and ensure our team gets back to you right away.”

7. 🤝 Wholesale or Bulk Inquiries

“Our wholesale team can provide options for professionals or distributors. I’ll make sure they get your info and follow up shortly.”

8. 💸 Refunds / Returns

“Tinted plaster is custom-made and has a 25% restocking fee (unless we are at fault). Untinted items are eligible for a refund within 30 days after delivery.”

Unless we are at fault for the return, the customer is responsible for getting the items back to us for a refund.

🔺 Escalation Flow

  • Order Status / Wrong Color / Technical Help
    → Email: info@firmolux.com (monitored by Shakil)
  • Wholesale or VIP Inquiries
    → Escalate to Anthony via Slack or internal escalation instructions
  • Booking Support Calls
    → Use this link to schedule with Anthony: Calendly
  • Shipping Quotes or Delivery Issues
    → Email info@firmolux.com and mark the subject as “Shipping Urgent”
  • Angry or At-Risk Customers
    → Flag Shakil via email and mark with URGENT in subject line

🔗 Resource Links

👤 Employee Directory

  • Shakil — Client Support Manager
    Handles order status, fulfillment, shipping quotes, color concerns
  • Anthony — Product Specialist
    Handles technical questions, VIPs, wholesale, and brand development
Shopping Cart

Net Orders Checkout

Item Price Qty Total
Subtotal $0.00
Shipping
Total

Shipping Address

Shipping Methods