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| - I'll go ahead and say it. I'm high maintenance. I expect a lot out of the businesses I deal with--prompt and friendly service, a variety of product choices, knowledgable salespeople, quick delivery of services and a good value for the price. And when something goes wrong (and let's be honest, even with the best of intentions, sometimes things just go wrong), I want it fixed quickly and with the least amount of pain possible.
Last August, when my husband and I decided a flooring change was in order for our house, we decided to visit Lumber Liquidators, having zero knowledge of anything about flooring except that it was something we walked on. Our initial experience was flawless. The manager (who we learned was somewhat new to the store) Mike was immediately likable, the kind of guy who you felt like you've known for years, a buddy who just happened to work at a place you needed to buy something. No question was too stupid (how does a floor click together at the time seemed a reasonable question) and he made sure we understood what we were looking at.
I think our visit, which we happened to purchase on based on the customer experience alone, lasted about two and a half hours. While there was a limited staff on-site during the off-peak hours we were there, Mike handled us and other customers with a finesse that can't be taught, and everyone in the store seemed all too happy to be pouring over bamboo, hardwood and vinyl samples with someone who genuinely seemed passionate about his store, his work and the product he was selling. We were impressed and skipped happily out of the store, receipt in hand, anxiously awaiting our installation expert measurement appointment.
Here's the point in the story where I'll skip the drama details with the at-the-time third party installers. Our experience with that branch was so negative there is no scale accurate enough to depict the amount of incompetence and lack of any sort of customer service. Luckily Lumber Liquidators wised up and has since switched to a really great installer called Hometown Floors (who are nothing short of amazing). My point to mention this is how the store dealt with us during the epic fail of an install. And the point why it's so important, when things go wrong, to have a manager like Mike and a store like the one in Sun Prairie in your corner. Because they make it right.
Even though the store and Mike had no control over the install, Mike took our case upon himself personally. He called when he had no reason to, checking up on our progress though honestly his part in our customer journey ended as soon as we walked out of the store. He worked with us when we needed to return materials, called on our behalf and through it all getting us the best deal possible on new materials. He took care of us every step of the way, and our journey from start to finish was over five months. To say he went the extra mile, was an understatement. If it weren't for this caring manager, I have to say I'd probably be on a smear campaign of Lumber Liquidators. Instead, we're loyal customers from here on out as long as Mike is running the store because we know he'll take care of his customers.
It's what every manager should aspire to and I'd highly encourage anyone searching for bamboo, hardwood or even vinyl to give Mike and his team a visit. And while you hopefully will have no hiccups in your journey to new floors, even if you do, Mike and his team will take great care of you.
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