Make A Friend And A Sale

When you have brought a newly hired employee on board, it is important to remember that training and induction are not the same thing. A good induction helps individuals understand the company and its culture. It defines the expectations for the person and the role that they will be filling.  Most businesses do an acceptable…

At the recently held Surfaces show in Las Vegas, neither Shaw nor Mohawk had a significant presence on the showroom floor. No big news there, as they have not participated for several years. While their collective market share is significant, I came away with the impression of both how large and varied our industry is…

An exercise that I find surprisingly few companies doing effectively is conducting regularly scheduled staff meetings. In my experience, these businesses are letting a great opportunity go unrealized, as this is often the only hour of the week that everyone is gathered together to “get on the same page” with each other. Think of this…

In the fourth installment of this 1 minute video series, Tom describes the importance of keeping your best sellers looking like your best sellers. CLICK HERE TO WATCH

Keeping customer care as the core of your business I believe two basic truths about improving the experiences that our customers have when shopping our stores. First, before you can be a good customer care provider, you must first learn to be an aware customer service receiver. And secondly, we mostly learn from observing other industries….

In many flooring businesses, it seems that sales personnel are too often operating without knowing where the “goal line” is. Imagine a football player who is running with the ball down the side line not knowing how far he has to advance to score a touchdown. As he runs by the coach he might hear…