Carpet One’s Installation Excellence Program Celeb

Manchester, NH, February 17--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. 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.