Customers have big ‘WOW’ experience at Rich’s Carpet One

“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!”

In Linnell’s eyes 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. Each customer has a unique personality andyoumustbeagoodlistener.”