| Carpet One Celebrates Ten Years of Installation Excellence
MANCHESTER, NH (February 11, 2005) – Over a decade ago,
Carpet One recognized one of the biggest challenges facing floor
covering retailers: the need to improve communication and teamwork
between salespeople and installers in order to provide the best
service to consumers. Because many retailers subcontract their
installers, the sale and the installation are often perceived
as two separate and disconnected services by consumers.
Carpet One University set out to solve this problem by creating
a program, exclusive to Carpet One retailers, that provides
salespeople and installers with the tools they need to offer
the highest level of service to customers – from the time
the customer enters the store through the installation process.
The Installation Excellence Program allows the store owner to
measure the success of his or her employees through consumer
surveys, in which customers rate the level of service they experienced
during the sales and installation processes.
“Carpet One developed Installation Excellence ten years
ago out of necessity,” explained Evan Hackel, President
of Carpet One, who was instrumental in creating the program.
“We are constantly looking for ways to help our members
improve their businesses – and IE has done just that.
I have heard countless success stories from retailers that have
implemented the program in their store and almost immediately
noticed improved organization, communication and customer service
in their business operations.”
Since its launch in 1995, the program has been overwhelmingly
successful. In general, Carpet One Installation Excellence stores
have fewer installation and service related complaints, more
customer referrals, loyal customers who return to the store
and a happier, more enthusiastic staff. Plus, the Installation
Excellence Program offers retailers a way to differentiate themselves
from their “Big Box” competitors through their individual
service and dedication.
Installation Excellence members agree that the program has
improved their business overall and provided them with a comprehensive
tool for maintaining a consistently high level of customer satisfaction.
Biviano Carpet One in Girard, OH recently achieved 5-Diamond
Installation Excellence status, based on their exceptionally
high customer satisfaction scores. After being in business for
57 years, explained Lynn Biviano, they already had a good idea
of what areas needed to be improved. The Installation Excellence
program has helped Biviano Carpet One in a few different ways:
the customer surveys reinforce which areas of their business
they need to improve; the program assigns certain responsibilities
to each employee; it gives them the opportunity to recognize
and reward some of their employees that are already doing well;
and it has helped to ensure that consumers, salespeople and
installers all have the same expectations throughout the process.
“We have always been dedicated to providing excellent
customer service,” said Lynn Biviano. “But the IE
Program allows us to ensure that every one of our employees
is doing their individual part – and that’s a good
thing. Now we know when a customer has a concern, and we can
take the proper steps to make sure that they are completely
satisfied with their experience here.”
Lynn and Dave Biviano have gone above and beyond the Installation
Excellence guidelines to recognize employees for a job well-done.
“Our employees want to know when their surveys are returned,”
continued Lynn. “And we make sure to read the positive
comments to our staff or post the responses for others to see.
We’re even ordering jackets as a gift to our installers
on their 12-month anniversary of IE certification!”
Like the Bivianos, Roland Thompson, the Installation Excellence
Program Manager at Kehne’s Carpet One in Frederick, MD,
feels that customer satisfaction is essential to running a profitable
business. “Your success in the flooring industry depends
on the effort you take to ensure that the customer is pleased
with your service – months, even years after the flooring
has been installed,” he explains.
Thompson praises the program for instilling a sense of teamwork
and participation in all of his employees, from the salespeople
and installers to the office staff. “When our entire staff
is on the same page and following the same processes, we are
better equipped to meet our consumers’ needs,” he
continued. “IE has made our store run more smoothly, allowing
us to ensure that our consumers are completely happy with their
experience here.” Kehne’s Carpet One has been an
Installation Excellence 5-Diamond member since 2001.
Over the past ten years, more than 10,000 Carpet One employees
throughout the U.S. and Canada have completed the Installation
Excellence certification. This year alone, over 1,200 salespeople
and 1,500 installers have been certified.
Currently, there are 107 Carpet One retailers in North America
that have achieved 5-Diamond Installation Excellence status
– the highest level of Installation Excellence. In order
to be considered a 5-Diamond member, a retailer must receive
consistently outstanding scores on their customer satisfaction
surveys, which requires the combined dedication and efforts
of a store’s entire staff.
Carpet One University recognized seven new 5-Diamond Installation
Excellence retailers at the 5-Diamond Dinner during Carpet One’s
Winter Convention. They also presented the Installation Excellence
Spirit Award to a member who has demonstrated exceptional performance
and dedication to the Installation Excellence program during
the past year. The employees at Anderson’s Carpet One
in Hattiesburg, MS have exhibited teamwork, enthusiasm and the
desire to continually improve the level of service they deliver
to customers – qualities that are inherent in the Installation
Excellence program.
About Carpet One
Carpet One (carpetone.com), the largest unit of CCA Global
Partners, is North America’s largest floor covering retailer
with locations in the United States, Canada, Australia and New
Zealand. The stores are known for a broad selection of floor
covering products, distinctive warranties, excellent service
and exclusive brand names such as Liz Claiborne Flooring, LEES
For Living and Good Housekeeping. Headquarters are in Manchester,
New Hampshire; Ontario, Canada; and Queensland, Australia. |