Montana Flooring Store Focuses on Customer Service
Billings, MT, Mar. 29--Sandy Brajcich hasn't made many mistakes as the owner of the floor and window business, Covering Broadway, in Red Lodge, according to the Billings Gazette.
Well, she did once order and install the wrong carpet in a woman's house who was out of the country when the job was done.
"Boy, was she surprised," says Brajcich, who can laugh about it now. "But she was happy when I replaced the carpet, including installation, with no question, just an apology."
Brajcich understands that the best way to build a business is "one delighted customer at a time. Our reputation is on the line with each job we complete," she said.
Here's what else Brajcich had to say about the business and balancing all the hard work with raising a family:
QUESTION: What is the nature of your business?
ANSWER: Covering Broadway is a flooring and window covering retail business. We offer no-charge design consultation, design consultation with a certified designer (for a fee), free estimates and first-quality installation. We have full product sampling available so that our clients can take samples home, ensuring the perfect choice.
Q: Why did you start this business?
A: As corny as it may sound, we had a dream. My husband grew up in the floorcovering business with his family store, Central Floor Covering, in Great Falls. We hoped that one day we might own our own family-based flooring store. Mark has installed since he was in high school, and although he does little installation today, we wanted to offer that same opportunity (and skill) to our own children. I was fortunate to be able to stay at home while our children were younger, and now was the right time to put my skills and education to work.
Q: Where did your start-up funding come from?
A: We took out a business loan from a local bank in Red Lodge.
Q: How long have you been in business?
A: We opened in July 2002.
Q: What are the biggest challenges in running the business?
A: The biggest challenge for me is balancing a successful business and our family life. We have three children: Ryan, 15; Colton, 13; and Anna, 10. They are very active in school activities/sports.
Q: What is being done to overcome those challenges?
A: I try to plan ahead and keep a very organized calendar. I'm also not afraid to ask for help when I need it.
Q: What is being done to expand the business?
A: I attend major flooring shows--national and regional. I make it a priority to attend continuing education classes. I have increased our advertising budget realizing, though, that the truest way to expand business is to have delighted customers.
Q: What were your best business decisions?
A: Hiring a terrific bookkeeper/consultant to set up the "business" part of our business. I'm also very proud of our selection of products offered, both for floors and window coverings. We are open Mondays by appointment only. This enables me to visit jobs and measure windows. It also allows time for customers to enjoy individual time in Covering Broadway with my complete attention, a nice option when faced with the sometimes overwhelming task of putting together a complete home.
Q: What advice do you have for someone running a business?
A: Remember your priorities. Give your best daily, and enjoy life.
Q: How many workers do you employ?
A: We have subcontractors for our carpet, vinyl, laminate, tile and hardwood installs. I have two ladies who come in part-time and my 15-year-old son works after school when he's not participating in a sport.
Q: What is your five-year plan for the business?
A: It would be great (and impressive) to have a picture portfolio of jobs completed. I'd like to send comment cards to customers at the completion of our work. I'd like to serve friends and family members of previous customers.
Q: A question you would ask other entrepreneurs?
A: How do we know that our advertising dollars are working for us? I believe in word of mouth but also need a logo out there.
