Carpet One Adds Five Diamond Installation Excellen

Manchester, NH, Jan. 8--Carpet One recently welcomed five members into its premier Five Diamond Installation Excellence Program, a program that challenges Carpet One members to meet stringent customer service standards. The program is based upon teamwork, coordination, and communication among everyone in the “customer satisfaction chain,” from the sales consultant to the installer. The new Five Diamond Program members are: Michael Trittler, Carpet One Columbia, Columbia, MO; Steven Dalene, Dalene Flooring Carpet One, South Windsor, CT; Mike Blanton, Dalton Carpet One, Athens, GA; John Gentry, Décor Carpet One, Renton, WA; and John Fike, Fike Brothers Carpet One, Yeagertown, PA. “While all of our member stores have a reputation for providing a higher level of customer service than other flooring retailers, our Five Diamond Installation Excellence Program stores are in a league of their own,” said Dean Marcarelli, Co-COO of Carpet One. “At these exceptional stores, it is not unusual for customers to feel total satisfaction with the overall flooring shopping experience.” Launched in 1995, the Five Diamond Installation Excellence Program was created to solve the industry’s number one problem--installation--by developing a template to ensure a consistent level of installation quality and customer service in Carpet One stores throughout the world. Since the program’s inception, 87 Carpet One members have achieved the coveted distinction. Charlie Dilks, Co-COO, said Carpet One has set a goal to induct an additional 13 member stores into the Five Diamond program, bringing the total number of program members to 100 by the end of 2004. “Our Five Diamond Installation Excellence Program is an outstanding example of Carpet One’s commitment to recognizing our member retailers that reach and exceed the highest standards of installation quality, service and satisfaction,” says Dilks. “We are confident that our Five Diamond recognition program will continue to inspire our members to raise the bar even higher in our industry.” To be inducted into the program, a Carpet One store must have the majority of its staff and independent installers Installation Excellence certified. Members are required to score at least 60 out of 70 points on all of their customer satisfaction surveys, which measure the store’s performance throughout the entire installation process. This feedback provides insight on the customer’s overall experience with the Carpet One retailer, from how well the sales staff explains the flooring installation process, to the level of customer satisfaction at the completion of each job. In addition, staff members and independent installers must complete a rigorous ten week Carpet One installation training program, scoring 80 percent or higher on a series of tests measuring knowledge of customer service policies and installation procedures.

Related Topics:Lumber Liquidators, Carpet One

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