| "I am so pleased with the way things are going right
now that I wish I would have done this years ago," explained Ron
Pedneault when asked how he was enjoying his new store in Val Caron.
Pedneault's beliefs have all been confirmed since opening on October
2005.
"I knew that I could provide customers with the best prices in the
region. I also knew that with my experience and knowledge of the flooring
industry I could provide them with a level of personalized service that
very few other stores can offer. Therefore, when people come to Fantastic
Floors they are more relaxed and don't feel pressured to buy something
that isn't right for them. They appreciate the fact that I am willing to
work with them, and examine all of the options so that when they do make a
decision that they will have to live with for a long time, it will be the
right one for them," he explained.
Pedneault has found that there are four things that customers are
looking for. The first thing they want is a fair price and that is why
they 'shop around', both from store to store and over the internet. Store
owners and sales persons better realize that when a potential customer
comes in the door today, he or she knows pretty much what the price should
be.
After a fair price, people are looking for customer service reps who
have good product knowledge. They do not want to be served by sales reps
who simply read the brochures or who cannot answer simple questions.
Next they want to feel that you are honest. Don't try to put something
over on a potential customer or your reputation will be spread quickly
throughout the entire community.
Finally, they want excellent service that they can count on.
"I have found that people like my honest approach. For example, if
they come in looking for rock-bottom basement prices on inferior products,
I explain why I do not carry those items. When they see why the prices are
so low in some of my competitors lines, they understand why I steer away
from them," Ron went on. "I tell them that I would rather lose a
sale if I know that the customer will not be happy with the end result. I
don't want them to blame Fantastic Floors for a product that I know will
not last and will not stand up to the wear and tear of normal family life.
I would rather sell them something that I know they will be happy with for
many years to come. I build my business on something that I will never
compromise - my reputation." |
