Best Practices - February 2009

By Sonya Jennings

In 1962, H.G. Walker began a business venture as an architect and a general contractor in Bellingham, Washington. A few years later, this business evolved into a floorcovering company focusing on commercial sales. In the 1990s the operation branched out once again to include the residential side of the industry. When H.G. Walker died suddenly in 1996, his son, Scott, formerly a JAG officer in the U.S. Navy, began running the business, now known as Walkers Carpet One.

Today the company’s business is approximately 50% commercial and 50% residential. On the commercial side, the company’s clients are institutional, governmental, hospitals, schools, retail facilities, and more.

Through its residential and commercial operations, Walkers Carpet One sells to all price points in the market. With the acquisition of another local company, the higher end of the market is now more of a focus for the company. The new addition’s facility appeals to the higher end customer and has been a successful complement to the existing Walkers Carpet One business.

On the commercial side, the business offers every category of flooring in addition to walls and counters. On the residential side, products include carpet, laminate, hardwood, resilient, bamboo, cork, tile, stone, both natural and synthetic slab work, window coverings, cabinets, and countertops. The company offers area rugs as well, but does not stock them in the store.

When asked why his business is successful, Walker replies, “We have been around for a long time, and over that time period have built a reputation for honesty, integrity, and quality work.” He also points out that no matter how long a store has been in business, its employees are always creating a reputation with each customer. The goal is to build that reputation into something that will stand the test of time. This happens little by little every day.

Another key to success is hiring and retaining quality employees. Walker describes the process of hiring a new person: “When I have a candidate, I will spend a lot of time trying to peel away as many defense mechanisms as possible to get to who they really are.” Several people within the company will spend time with a potential new employee, and inevitably, if there is an aspect of this person’s personality that will not mesh with or improve the group, someone will find it. Walker also creates social opportunities with a prospective employee to relax the atmosphere. The goal is to spend enough time to find out what is underneath. He says, “A new person always changes the dynamic of any group. So you have to be very careful to make sure that the dynamic will change for the better when you hire a new person.”

As far as retaining good employees, Walker stresses the importance of communication and compensation. He says, “We offer a very good benefits package structured in favor of the employee and his or her family.” In addition, communication is key at Walkers Carpet One. Walker adds, “There are times when myself or one of my staff is less than perfect, and we create an environment where voicing concerns is encouraged.” The company’s game plan for 2009 includes even more structured time for communication between employees.

The company is also committed to educating its employees. This is another way the business retains good people. The staff knows that continuous education through schools, workshops, and seminars is part of the way the company invests in each individual. Walker points out that when employees feel like the owner cares enough to help them become the best, it creates a natural loyalty between the employee and the business. The continued education of each employee also benefits the store by creating an environment of excellence.

According to salesperson Renee Warrick, the business is dedicated to supporting employees from the top down. She says, “If you do your best to make decisions in an ethical and responsible way, management will always back you up. That level of trust and support shines through in how situations are addressed on a day-to-day basis.” Warrick adds that Walkers Carpet One has a strong team environment, where every member does his or her part not to let down the team. She points out, “We are very interconnected and see ourselves as important members of a team. The business does a great job of fostering that atmosphere.”

Walker says that his store has been offering a comprehensive customer satisfaction guarantee for many years. If a customer isn’t happy with the installation, color, texture, or any aspect of a job, the store corrects the situation at no expense to the customer. This sends a loud, clear message in a relatively small community: If you shop at Walkers Carpet One, you will be satisfied with the end result. Even if a mill’s product guarantee does not cover the loss on an item, the store will take on the cost. Making every customer happy is why the business receives so many referrals.

Heavy community involvement is another way the store remains visible among the local community. And that mirrors Walker’s involvement in his industry. He was a winner of Carpet One’s Alan D. Greenberg Award, which recognizes a member who participates in all the member programs, as well as gives his time to help other members.

In a town of 80,000 residents, people know each other, and they are aware of which businesses fund local school programs, community charity events, and local causes such as the Boys and Girls Club, Rotary, the local symphony, churches and shelters. Walker says, “People like to do business with people they like.” Supporting causes that the local community cares about is not only the right thing to do, it’s a good business practice.

Scott Walker’s focus on people has helped his business stay successful.