Carpet contractor credits customer service for success

Carpet contractor credits customer service for success

Paul Finley, owner

Hardhats Carpet and Floors

Columbus, Ohio

Hardhats carpet and Floors won the Super Service Award in 2009, and every year since 1999.

Keeping customers happy is key to success, Finley says. His family’s flooring company has been in business since 1982.

by Leslie Benson

Someone once told Paul Finley, owner of Hardhats Carpet and Floors of Columbus, when you start working in a new industry, "you have nothing to sell and no one to sell it to."

That might have been true in 1964 during his first year of working in wholesale carpeting and resale installations, but today Finley leads his family business - one that has been going strong for 28 years.

Winning the Super Service Award 11 years in a row shows how Finley's philosophy on customer service has paid off. "Our goal is to make people happy," he says. "We make customers the top priority. If they have questions, I always want to know!"

Finley, who has five employees, has successfully expanded the family business from carpeting into hardwood flooring, vinyl, laminate sales and more.

With the struggling economy, he says, people had stopped buying hardwood flooring and turned to carpet, which costs less. However, things are turning around, he says, and people are buying other flooring options again. It's helping his business thrive. Word-of-mouth references have also aided his success.

"We've always had a strong referral business," Finley says. "I'd prefer to get customers from someone who already has some confidence in us from the work they've seen done for their friends or family. Angie's List has also been invaluable to us as far as getting business goes."

Angie's List member Garrett Rabenold of Columbus turned to the List to find Finley and his team. "The owner came out to show me [carpet] samples and measure the room," Rabenold says.

"I was extremely impressed with the care exhibited by the installers. They even vacuumed up all the fuzz and installed 'transition' strips between the tile and carpet. In the end, I got a much higher quality carpet for the same price as everything would have cost separately from a 'big box' home improvement store."

Member Susan Quick of Canal Winchester concurs. "They go out of their way to make sure the experience is a good one," Quick says. "You couldn't ask for anything to go smoother."


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