The Importance of Good Customer Service

I just read an interesting study regarding the shopping preferences of today’s consumers.  When asked about their buying decisions, 64% of the consumers polled said that the customer experience was more important than even price in making their purchase choice.

Hmm. Seems like a no-brainer:  Offer your customers a great shopping experience and they will likely purchase your product.  But you would be surprised at just how many flooring retailers fall short when it comes to providing good customer service.  I know, because I hear stories all the time from customers who have “shopped around” for flooring and ultimately ended up making their purchase at Olson Rug.

So what exactly sets us apart?

No high-pressure sales

We’ve all had the unpleasant experience of walking into a store and being greeted by a high-pressure salesman.  They come on way too strong and when they determine that you are not going to buy from them drop you like a hot potato.  At Olson Rug, we understand that flooring is a big investment – and one that you will live with for many years. We never want you to feel rushed in making your purchase decision. In fact, we encourage you to browse our store, ask us questions, and ultimately, take home any samples that you think may fit your home or office. At Olson there is never a request for a deposit for you to use our samples.

We’re here to help

One of the biggest complaints we hear from customers who have visited the big box stores in their search for new flooring is that there’s often no one around to help them. While it’s important to be able to browse a store without feeling pressure, it’s equally important to have someone there when you need some help. When you visit any of our many Chicago-area locations you’ll always be greeted by a knowledgeable flooring professional who is ready to show you around and answer any of your flooring questions.

We’ll never “yes you to death”

Shopping for new flooring can be a bit confusing, to say the least. With so many flooring options, different brands, quality levels, and prices, it’s hard to know what type of flooring will work best in your particular situation. That’s where our many decades of experience in the flooring business comes into play. We know our products and how well each will perform under certain conditions. So while some stores will gladly sell you anything your heart desires if we think the product you’re choosing might not be the best fit for your needs, we’ll tell you. We’ll always offer you options that may work better.

No “hidden” costs

Some stores like to focus primarily on the cost of flooring material alone. At Olson Rug we prefer to give you the full picture. This includes the cost of additional materials (if needed) such as trims, risers for entryway transitions, sub-floors, haul away, door trimming, etc. During our free in-home visit one of our expert sales associates or installers (depending on the situation) will visit your home or office to measure your space and tell you exactly what is needed for your total installation. Our price quotes reflect the true final cost for getting your floors done.

Expert installations and maintenance advice

As a local specialty flooring store we have formed many longstanding relationships with area contractors who are experts in flooring installations. This allows us to confidently stand behind your flooring installation, guaranteeing your complete satisfaction.

Aside from proper installation a major factor in a floor’s wear life is its ongoing maintenance.  That’s why we take the time to explain the proper maintenance of your new flooring. And should you have any questions, we will be here to answer them – long after your installation is complete.

Come see for yourself

Stop by any of our Chicago flooring stores to experience great customer service for yourself.

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