Dear David

Dead David: How to make customers feel more special

March 13/20, 2017: Volume 31, Issue 20 By David Romano   Dear David: I am getting concerned that competing on price and products is getting more and more difficult in the flooring industry. I feel confident we do a better job than most when it comes to installation, but I am not sure if that is enough to attract and retain customers. What would you suggest we do to provide

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    Dear David: The right way to greet customers

Dear David: The right way to greet customers

February 27/March 6, 2017: Volume 31, Issue 19 By David Romano   Dear David: I held a sales meeting covering the proper ways to greet customers. During that meeting, we did a lot of roleplaying. What I noticed right off the bat was there was no consistency and lots of bias. I understand greetings should not be canned and sales associates should sell the way that makes them comfortable, but

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Dear David: How to properly set customer expectations

February 13/20, 2017: Volume 31, Number 18 By David Romano   Dear David: I read your article a few months ago about how secret shoppers rated their overall shopping experience with big boxes vs. independent flooring stores. One thing stood out to me: the effect of either setting or not setting proper expectations with customers. Conceptually I understand the importance of this concept, but what exactly do you mean by

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Dear David: Sales associates vs. measure guy

January 30/February 6, 2017: Volume 31, Number 17 By David Romano Dear David: I lost one of my sales associates and if I continue to have the salespeople measure their own jobs I am afraid the floor will be short until I find someone and get them trained. I have a retired installer I can get to go out and do the measures for my whole team. If I use

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Dear David: Transitioning the business to your kids

January 16/23, 2017: Volume 31, Number 16 By David Romano Dear David: I am now 63 years old, have owned my business for over 30 years, have two sons who grew up and are working in the business. I am ready to walk away but don’t know where to get started. Can you please help me? Dear Worried Owner, Only about 30% of family businesses survive into the second generation,

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Dead David: The secret to holding more effective meetings

January 2/9, 2017: Volume 31, Number 15 By David Romano Dear David: I am so tired of my employees complaining every time I hold a meeting, saying that nothing gets accomplished and they are just a big waste of time. I know holding these meetings are important but at this point I am considering not having them anymore. Before these meetings become a thing of the past, can you please

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Dear David: How to accomplish more work in one day

December 5/12, 2016; Volume 31, Number 13 By David Romano Dear David:   I read in one of your columns the No. 1 motivating factor to happy employees is a sense of accomplishment. I guess that is why I feel so burnt out and frustrated. It seems the longer I own my business the less I get marked off my to-do list each day. Any advice you can give on

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Dear David: Creating an exceptional customer experience

November 21/28, 2016: Volume 31, Number 12 By David Romano Dear David: Recently I was talking to a fellow WFCA affiliate member who was a previous manager at Home Depot. She told me that during her training she was presented with a story about a customer who went into Home Depot to return a set of tires, although, obviously, they don’t sell tires. She went on to tell me that

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Dear David: Is training really a good investment?

November 7/14, 2016: Volume 31, Number 11 By David Romano Dear David: I am having such a hard time when it comes to training my staff. I know everyone needs training, but how do I justify the investment? And if I send someone off to training, who is going to help with customers?   Dear Short-Term Focused Owner, When thinking how to properly answer your email I was reminded of something

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Dear David: How to accurately calculate close rates

October 24/31, 2016: Volume 31, Number 10 By David Romano Dear David: I am trying to do a better job calculating my close rates but I am not sure what to do. I hear you are supposed to count everyone who walks in the door, but I’m also told you need to leave out any return customers in the denominator. Doing it either way will make a big difference in

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Dear David: Weeding out the rotten apples in the workplace

October 10/17, 2016: Volume 31, Number 9 By David Romano Dear David: The very first week I hired my “rotten apple” I knew it wasn’t going to work out. I was so enamored with what she could do for me that I lost sight of what she could do to me. After nearly 13 months of declining performance and increased negativity, I finally decided to let her go. On her

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Dear David: Why employee manuals are essential tools

September 12/19, 2016: Volume 31, Number 7 By David Romano Dear David: I’ve been reading articles about how important employee handbooks are for these new millennial employees. I don’t have a manual and the truth is I don’t know if it is really necessary. Is it worth going through the process of creating one when we do a pretty good job of training and setting expectations with our employees? Dear

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Dear David: Making the most of your management meetings

September 5, 2016; Volume 31, Number 6 By David Romano Dear David: I find whenever I hold a management meeting, nothing seems to get accomplished. Everyone seems to have their own agenda and we never get to everything. Do you have any advice on how to hold a productive management meeting? Dear Distracted Meeting Leader, The purpose of a management meeting is to inform managers, exchange information and collaborate to

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    Dear David: Advice on sprucing up your showroom floor

Dear David: Advice on sprucing up your showroom floor

August 22/29, 2016; Volume 31, Number 5 By David Romano Dear David: I have tried just about everything to get my sales associates to better organize the floor but nothing seems to work. I know we need to look better, but there is only so much I can do myself and I cannot afford to hire a cleaning company to come each night to clean and organize the showroom. Any

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    Dear David: How to pay millennial sales associates

Dear David: How to pay millennial sales associates

July 4/11, 2016; Volume 30, Number 27 By David Romano Dear David: I am finding it increasingly difficult to find sales associates. Every time I mention the words “draw” and “commission” everyone under the age 40 declines the offer. I want to bring in some younger sales associates but this seems nearly impossible these days. And hiring experienced sales associates is very expensive and risky; they want such large draws

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Floor Covering News

21st Annual Award of Excellence Survey

Press Release

Amorim Revestimentos invests 10 million euros in Hydrocork

São Paio de Oleiros, Portugal—After only two years of Hydrocork’s launch, Amorim Revestimentos is taking a significant step and investing 10 million euros in its production infrastructure and procedures. This

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UofCTS releases updated ITS Verification course

San Diego, Calif.—The University of Ceramic Tile and Stone (UofCTS) has released an updated version of the Tile Installer Thin-set Standards (ITS) Verification course. Both the USA and Canadian versions of this

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Gerflor USA increased LVT shipping in 2016

Chicago—In 2016, Gerflor USA recorded a 500% increase in LVT shipments from its Chicago-based warehouse from June 2015-December 2016—significantly exceeding its U.S. growth goals. Contributing to Gerflor’s significant growth of

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