“Nobody is perfect but I can guarantee we make every effort
imaginable to achieve perfection” says Jason Bryan Operations Manager at Express
Flooring. Express Flooring has managed to grow their business every year since
conception, even through the recession. “Businesses don’t just grow every year on
luck. Specific calculated measures must be implemented in order to maintain
stead fast momentum”, says Bryan.
Express Flooring has quickly become the target of competing
businesses. Often Express Flooring is categorized as a local dominant presence
sharing the market with Home Depot and Lowes. “Unfortunately when you’re on top
many want to be there with you”, says Bryan. In order to remain a dominant
presence in the market Express Flooring performs 1000’s of flooring jobs per
year. “With such a large number of jobs going out daily complaints are bound to
occur. It’s how you react and treat those complaints that determine your
ability to remain a dominant presence”, says Bryan.
Express Flooring has created multiple departments to
effectively manage every aspect of business that can make or break its success.
Complaints are no different. “In order to quickly and effectively react to
possible complaints we must be ready for anything”, say Bryan. Express Flooring
has even created a training program specifically for complaints. Regular role
playing is performed as part of Express Flooring’s training procedures. “Half
of successfully managing a complaint is attitude”, says Bryan. “We want to
assure our employees respectfully handle any situation with respect and
professionalism”.
Express Flooring doesn’t claim to be a perfect company or declare
that they never have mistakes. Express Flooring does however promise to do everything
in their power to strive for perfection and continually implement procedures to
provide a superior floor covering experience.
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