Express Flooring Complaints – A Sign of Success
Express Flooring is one of the fastest growing floor covering companies in the nation. They specialize in all types of flooring including carpet, tile, laminate, wood, vinyl, stone and much more. As they embark on new plans to extend their services to other parts of country Express Flooring has been faced with some criticism from people who have not fully understood the program.
“Nobody is perfect but I can guarantee we make every effort imaginable to achieve perfection” says Greg Gilmartin Operations Manager at Express Home Services. Express Home Services has managed to grow their business every year since conception, even through the recession. “Businesses don’t just grow every year on luck. Specific calculated measures must be implemented in order to maintain stead fast momentum”, says Gilmartin.
Express Home Services has quickly become the target of competing businesses. Often Express Home Services is categorized as a local dominant presence sharing the market with Home Depot and Lowes. “Unfortunately when you’re on top many want to be there with you”, says Gilmartin. In order to remain a dominant presence in the market Express Home Services performs 1000’s of flooring jobs per year. “With such a large number of jobs going out daily complaints are bound to occur. It’s how you react and treat those complaints that determine your ability to remain a dominant presence”, says Gilmartin.
Express Home Services has created multiple departments to effectively manage every aspect of business that can make or break its success. Complaints are no different. “In order to quickly and effectively react to possible complaints we must be ready for anything”, say Gilmartin. Express Home Services has even created a training program specifically for complaints. Regular role playing is performed as part of Express Home Services’ training procedures. “Half of successfully managing a complaint is attitude”, says Gilmartin. “We want to assure our employees respectfully handle any situation with respect and professionalism”.
Express Home Services doesn’t claim to be a perfect company or declare that they never have mistakes. Express Home Services does however promise to do everything in their power to strive for perfection and continually implement procedures to provide a superior floor covering experience.
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