Customers
often ask “How do I begin and how long will it take
until I have new flooring in my home?”
Let’s take a look at a typical scenario:
A
customer visits one of our two convenient retail locations
and is helped in the selection process by one of our design-trained
sales associates. The associate asks questions
about the customer’s needs and wants and listens and
suggests products that clearly fit the needs of the client.
Expertise may be offered to educate the customer, answer
any questions, and make recommendations. Each staff associate
has the ability to provide a rug or floor covering for one
room or an entire home using one or numerous flooring products
with or without the need of an outside interior designer.
We also
work with many custom homebuilders, designers, and contractors
to provide an excellent selection of quality products,
un-compromised service, and expert installation.
During
the initial visit to the showroom we setup an appointment
for a free in-home measure. Our customers take home samples
on the first visit. It helps for our customers
to see these products in their own home. A second trip to
the showroom for additional samples is quite often necessary
and encouraged in order to make the proper selections.
Typically, the
sales associate receives the measure information back the
following day and can then plan seams, calculate square
footage, installation time required and the cost of the
job based on these measurements and our customer’s
selection.
The
customer returns to review the details and place their order.
We ask that the customer review the layout of the job and
seaming diagram with us, read and take a copy of the pre-installation
checklist and place a down payment of 50%. Thus far, we
are typically within one week from the initial visit.
Our
sales associate will then place the order with
our supplier and verify that the selection is in stock and
readily available to ship to Blakley’s. In most cases,
but not all, the material can ship within a few days and
arrive within seven to ten days. If the material needed
for the job is scheduled to arrive in this time frame, our
sales associate can inform our customer and schedule
a tentative date for the installation. We typically
have installation days available within two to three weeks
depending upon the time of year.
Once in a while
flooring is not in stock at our supplier. In that case,
we will be given a back order date. Very seldom is the availability
of a product any longer than three to four weeks.
Assuming that
the product is readily available and an installation date
selected, Blakley’s then tracks this order to assure
meeting the established timetable.
Our
scheduling department will call the customer the day prior
to installation to remind the customer that we are coming
and to give an approximate time frame to expect us. At this
time we will also review the pre-installation checklist
briefly, and state the balance due which is to be given
to our installers upon completion and customer inspection
of the new flooring.
As a
follow-up after installation, Blakley’s sends out
a short survey for the customer to complete and send back
to us. This survey is somewhat of a “report card”.
Our intent is to exceed our customer’s expectations.
Our commitment is to satisfy every customer.
In addition,
the customer will receive a short letter giving the customer
a name and phone number to contact for any installation
and maintenance concerns or questions.
In summary,
the sale and installation process typically spans three
to four weeks from initial visit to installation day. However,
Blakley’s will work with each individual customer
in order to meet specific installation requirements and
deadlines.
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