Ottawa, Canada, October 30, 2006--At a glance
Who: Quality Hardwood and Flooring Co., owned by the Perron family
Where: 75 Hempstead Dr., off Upper Ottawa
When: Since 1912
What: Retail and installation of all floor coverings, including hardwood floor repairs and refinishing.
Employees: Five
Just before the First World War, Henry Harlow set up his flooring business in Hamilton. Selling walnut hardwood, he placed each floor by hand in the customer's home.
Now run by Harlow's great-grandson almost 100 years later, Quality Hardwood and Flooring Co. is still going strong. The range has expanded to include fancy South American products such as bloodwood and tiger-wood, plus laminate flooring, ceramics, carpet and vinyl.
But not much else has changed.
Rick Perron and his wife, Danica, together with sons Darryl and Andrew, ensure the business stays friendly with old-fashioned customer service.
"We treat each customer as an individual," said Rick, who took over from his father 37 years ago. "You have to ask questions and fit the person to the product. There's nothing worse than an unhappy customer."
The company's east Mountain showroom has a relaxed feel with the warm aroma of real wood. Customers can browse through thousands of samples, including 20 top of the line hardwood suppliers, and discuss their choices with the Perrons. Sales associate Sandra Ullmann is the only nonfamily staff member.
"I go to people's homes, discuss prices and their selection and consult with them," says Danica. "They don't have to take my advice, but customers usually value it as I work with the latest trends every day."
Repeat customers, word-of-mouth advertising and a clutch of thank you letters (not to mention the company's longevity) all testify to the success of this approach. As Rick discusses the business, a couple is looking around the store on a friend's recommendation. Trends have changed since the company was founded, but quality wood has been the focus all along. The company has been around so long, customers can get original wood to match their 60-year-old floor.
Rick has no desire to expand the company or change the personal approach that has attracted so many loyal customers.
"Bigger isn't always better," he said. Henry Harlow couldn't have put it better himself.
Biggest challenge: "Keeping pace with changes in the industry. I never know what the trend's going to be. Two years ago, it was laminate flooring. Now, it's hardwood."
Best decision: "Bringing my boys into the business. It takes the workload off me and Danica and ensures there's someone there to take over when we retire."
Worst decision: "Short of buying our premises, which is slightly more expensive than renting, there's nothing I really regret."
Learn the most: "When I'm working hands-on with the customers, I get to know their wants and needs. You can't paint everyone with the same brush and each customer has different living conditions, some have pets or kids or like entertaining. You have to find the right product for the right scenario."
Best advice given: "Always ask questions. If someone has an 80-pound dog who claws the floor, maybe hardwood isn't for them."
Best advice to give: "I tell my sons to be sincere and honest with everyone they deal with."
Secret to success: "The personal approach. It's not like the big-box stores. Because we're a family, the customer always speaks to us and our name is attached to the business."
