Rich’s Carpet One: Expect the best in customer service
“Experience the ‘Unexpected’ in customer service” is the slogan at Rich’s Carpet One Floor & Home.
However, entering the store, you will not see it displayed on employee work shirts or big painted banners hanging from the rafters. It’s simply an unwritten rule diligently followed starting with the owner straight down to every single employee.
What separates this business from the big home center competitors is the personal service given to all its customers.
“We work hard to achieve customer loyalty, because a satisfied customer is worthless, but a loyal customer is priceless,” said Rich Linnell, store owner. “We provide exceptional service you don’t get from our competition. We work hard to get a customer to be loyal and do what we have to do to make our customers happy.
“I hope my customers remember their pleasant experience here, and I hope they come back.”
Wow is the first word Linnell wants customers to express when walking into the store.
“I learned through the years that impression is everything for the customer,” Linnell said. “From how they are treated on the sales floor right down to the personal greeting they receive. I want a wow atmosphere.
“Wow is related to the unexpected. For example, one of my installers finishes a job, and when he finishes, the work area is wiped down and cleaned — that’s wow!”
To Linnell, complaints are “opportunities to generate loyal customers as long as we take care of the situation.”
“Remember that word of mouth travels faster if it’s bad news than good news,” he said. “Each customer has a unique personality, and you must be a good listener.”
Rich’s Carpet One has a small but stellar staff.
“They all share the same passions and functions to make the customer have a pleasant experience,” Linnell said.
The dedicated staff starts with John McCabe, Linnell’s partner, and also includes Rob Hafitz, manager; Hannah Clark Hafitz, assistant manager; Robynn Dumont, Chris Burke and Angela Verduchi, sales associates; Dawn Lippincott, executive assistant and the office backbone; and Angel Rodriquez, warehouse manager.
This famous-brand oriented store carries all types of hardwoods, carpeting, vinyl, ceramic and laminated tiling, sheet vinyl, carpet remnants, binding services and shop-at-home services.
Linnell, with his partners MacCabe, Maryann Bush, Donna Calu and Sherry Mattaliano, purchased the business from East Windsor Carpet One Floor & Home.
In the floor covering business for over 42 years, Linnell brings a wealth of knowledge and experience to share with all his customers.
Business hours are 10 a.m. to 6 p.m. Monday through Saturday; and 10 a.m. to 4 p.m. Sunday.
Rich’s Carpet One Floor & Home is located at 825 Route 33 in the Block Plaza, Mercerville. For information, call 609-890-6111, visit www.richscarpetone.com or look for them on Facebook.