Chris, we are very happy with the floor and the expert and quick installation!

From start to finish, the experience has been a great one.

Please extend our thanks to everyone involved in making this happen. We are looking forward to living with our beautiful cork floor for many years to come.

Thank you,
Chad and Lisa

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Kudos to Chris and the team for delivering on the promise. Congratulations to Chad and Lisa for being eco-minded, quality focused smart cork flooring shoppers! I know it is super hot temperature wise in Phoenix right now, but the iFLOOR team service is hotter!

We are in the process of remodeling and flooring has always been on the list “to do.” When we were referred to iFloor by our contractor, we immediately visited the Tinley Park store. Choosing flooring is about as difficult as choosing our children’s names!

When we walked in, Rita was ready to help us in any way. Rita treated us like people rather than a “sale”. She walked us through the different types of flooring, found out what type of subfloor we had, asked other questions and then gave us her recommendations on what style, type, thickness to look for in a floor. When we left, we knew that we would be purchasing from iFloor because of the experience that we had at the show room!

Like I said, I just wanted to pass a note to you guys to let you know that you’ve got a great employee!

Sincerely,

Sean & Tarne
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Thanks Sean – we surely know that Rita is awesome. And I understand how tough buying a floor can be. Although you are the first that I have heard compare it to the task of naming your children I do agree that it is reflective of a largely annoying process. The good news is that people like Rita can make all the difference in the world. Thanks for sharing.

This particular example is from the “BEAST OF THE EAST” team Brooklyn.

Kudos to you all.
==============================================================
Sent: Thursday, August 02, 2007 12:32 PM
To: Feedback
Subject:

To whom it may concern,

I am writing this letter to share the experience I had with the ifloor in Brooklyn, NY.

It was was a hot and humid Wednesday afternoon in New York, I left work early so I can get there before they close at 7:00pm. Unfortunately, there was rush hour traffic and I got there around 6:45pm. Knowing that they close at 7:00pm, I expected to be rushed out without really seeing and inspecting all that ifloor has to offer, after all, this laminate floor thing is totally new to me.

But the moment I walked in, I was greeted with a friendly hello by Timothy and Narda, the two ifloor representative. They were not only helpful and knowledgeable, but were totally unconcern with the 7:00pm closing time. They made purchasing laminate floors for a first time buyer an easy and positive experience.
Two thumbs up for ifloor, thank you Timothy and Narda at the Brooklyn location and I will definitely recommend you guys to my friends and co-workers.

Sincerely,

Walter

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Hi Walter,

First of all thanks a million for your business. We really appreciate it!

Secondly, thanks so much for sharing your experience with team Brooklyn. We are thrilled that the friendly service combined with going the extra mile made your experience a positive one. Tim and Narda clearly “put their name” on your iFLOOR experience. That is like sweet music to my ears.

Thanks again for your business and I want you to know that we’re counting on you personally to Deliver lots of good referrals from the NYC metro area!

With Sincere Thanks,

Ss

Steve Simonson
CEO
iFLOOR

===================================================

Matthew was the person that assisted us. The sales experience was very positive. There was no pressure and he let us check out and even walk on all of the flooring we had interest in. He also managed to entertain our son while we were looking at floor.

Another associate loaded our vehicles with the flooring and we were on our way. Not all the flooring was available in the store so we took what was there and the rest was ordered. The remaining portion came in ahead of schedule and my pickup was very smooth just as the original sale.

The floors are installed and look great. I would send pictures but there is still paper down because contractors are still working on the house. Once it was installed I found that we had about ten boxes left over. I put them in the truck and brought them back to the store. Matt was on the phone, so I talked to another associate (sorry – I forget his name). He was very helpful, and quickly found my order, processed a credit, and helped unload the boxes.

I believe that pricing in your business is very competitive, and thus one can always find “a better” deal somewhere. However, for me customer service is priceless and the guys you have working at this location seem to understand that. I will be a repeat customer.

KT

P.S. I run a customer service/tech support department for a living.

Hi KT,

First of all let me thank you for your business. We do appreciate it!

Additionally please accept my deepest gratitude for giving this kind gift of feedback. We certainly agree that Matt and the whole iFLOOR Utica team are putting their name on your experience. When we say “we put our name on it” it really is to describe that we each take personal responsibility for any interaction we have with our customers and ultimately hope share in the success of your project.

We are excited to see your photos and appreciate your time in sending those to us when you are finally done with your construction. So many people(competitors) believe that the flooring is just a commodity, but we believe if you tie together GREAT products with Passionate and caring people you can change the world!

Customer service is easy to say, but hard to do sometimes. Since you are a customer service professional yourself your comments are that much more valuable.

Spread the word… iFLOOR rocks Detroit!

With Sincere Gratitude,

Ss

Steve Simonson
CEO
iFLOOR

As I neared the front of the line after no less than 40 minutes standing in line I was getting excited. It sometimes feels like winning the lottery when you are close to the front and all those suckers are behind you. Haha I thought, I am in the front and you are in the back – I win. Is it odd that my pain is eased by the pain of others?

However the sweet taste of victory was soon swept away as one of the clerks decided that her shift was over and left with no more than a uninterested glance. I have no doubt she worked her full shift, but I just didn’t understand how she could look up with no expression and said I am done and left. There were still 25+ people in line.

One of the other line patrons exclaimed, “Try harder? at what?” He threw in a few choice adjectives as well which I edited for this blog entry. After I finally got a car, the bus took about 15 minutes during the time that the Avis renters all counted the Hertz buses going by (all 7 of them). When we boarded the bus was packed with people each hoping to get a car. After the normal bus ride each of us were dropped at our car.

I was pointed to the silver SUV in D4 (or something like that) I wearily threw my bags in and drove to the gate. The guy checked my papers and said – wrong car. Ok – i went to the space marked on my rental form, what should I do now? He said, wrong car – go find the right one.

Ouch, this hurt. Nevertheless I turned around reparked the wrong car and started to inspect adjacent spaces for the car that was specified in the contract NOT the space # noted on the form. I did finally find it and it all worked out. I invested FAR MORE time that I expected to at with Avis and I don’t believe that they try harder.

As a NYSE traded company (NYSE:CAR) you would think that a slogan would be more than just a bumper sticker. Let me say that I have had a couple other experiences at Avis in the past that were neutral or positive, but one SUPER negative experience tends to cloud that memory.

What is my point? Well to me the lesson is to be careful what you promise. The slogan we try harder was hard to swallow for customers as I witnessed multiple counts of apathy from virtually all employees of Avis.

I know that the bar for iFLOOR is high and we have such passionate people working around the clock to create and then protect a positive customer experience. The experience with Avis to me reinforces that I must remain ever vigilant against complacency. Our leadership team must focus on a predictable and positive experience EACH AND EVERY TIME or customers will vote elsewhere with their checkbooks. Our people make the difference.

That is why we encourage our folks to “PUT THEIR NAME” on every transaction. Treat it as if this experience was for your best friend or your mother. We want to make a difference by showing what customer service can be! We must be better. We must be different. When we fail to meet these aspirations it hurts customers and impedes success.