Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for hardwood flooring companies that have earned the prestigious Diamond Certified award. For C H Hardwood Floors, the key to achieving and maintaining high levels of customer satisfaction is developing a positive relationship with every customer throughout each phase of their flooring project. “The relationship begins during the first conversation,” explains owner Calvin Hoang. “We give a free estimate, explain our process, perform excellent work and walk through after the job is done to make sure the customer is completely satisfied. We even follow up a couple of months later to confirm they’re still happy.”

C H Hardwood Floors has been installing, refinishing, repairing, cleaning and maintaining hardwood floors for residential clients throughout Santa Clara County since 2005. The company offers an extensive collection of flooring materials, including hardwood, laminate, bamboo, and distressed and exotic wood, all of which can be installed with custom inlays, feature strip borders and other modifications.

Unlike flooring companies that stick to strict business hours and leave customers without help on evenings and weekends, C H Hardwood Floors’ staff is always available to handle emergencies and answer questions. “We’re accessible and flexible at all times so we can take better care of our customers,” confirms Mr. Hoang. “If a problem comes up at night or during the weekend, we’ll take care of it right away. Our quick response time makes us stand out from other companies.”

Another distinguishing feature of C H Hardwood Floors is the unique approach it takes to each hardwood flooring installation. Instead of simply putting down the new floor, the company first checks the flooring foundation for any flaws (including squeaks and termite damage) and makes sure every board is stable before moving on to the finishing process. “This way, we can repair flaws before they become major problems and provide each customer with a better finished product,” says Mr. Hoang.

With the right care and maintenance, your hardwood floors can last a lifetime. Original or new hardwood floors can add value and beauty to any home, but they require some upkeep and maintenance to retain their original luster. To ensure your floors wear well and look great for years to come, consider the following tips:

Wipe up spills immediately. Water is the natural enemy of hardwood floors, so clean up spills right away to avoid spotting, warping or discoloration. Put down rugs in front of kitchen sinks or in areas where water is likely to be spilled. Keep in mind that rugs or fabrics that are damp or wet will act the same as a puddle of water and can damage your flooring beyond repair. “Water damage can be repaired in some cases, but if a floor is badly damaged, you may need to replace that entire section,” explains Calvin Hoang, owner of C H Hardwood Floors in San Jose. “If part of the floor needs to be replaced, you may also have to sand and resurface the entire room, because it’s hard to get new flooring to match existing flooring.”

Clean floors regularly. Sweep, vacuum (with a brush or felt vacuum head) or dust mop floors on a weekly basis. In high-traffic areas or homes with children and pets, you may need to sweep or dust mop more often. As a general rule, if you see dirt or feel it underfoot, it’s time to sweep. This will keep dust, sand and other debris from collecting and grinding into the floor, which can dull the finish and permanently scar the flooring.

Protect high-traffic areas. Place throw rugs, floor runners and area rugs in front of doors, seating areas and other places that receive high amounts of traffic. Constant wear can dull the finish and strip the wax from wood flooring, which can make the floor look old and permanently mar the surface. Rugs should be made of breathable material and not backed with plastic, foam or rubber, as this can trap moisture and discolor wood floors.

Avoid scratches and dents. Pet nails, rolling furniture, hard-legged furniture, and heavy appliances and furniture can leave scratches and dents on the surface of your flooring. These scratches can permanently scar the wood, and deep gouges may not be easily removed. To avoid this:

• Trim pets’ nails regularly to keep them from digging into the flooring.
• Place plywood or plastic lifts under heavy appliances and furniture.
• Use furniture leg pads under dining room chairs and other hard-legged furniture.
• Don’t roll heavy furniture or appliances across the floor.
• Replace narrow furniture rollers with wide rubber rollers that are less likely to dent or damage the floor.
• Don’t walk across hardwood floors wearing stiletto heels or shoes with missing or damaged heel taps.
• Put slip-resistant pads under rugs to avoid a gradual sanding effect.

Control home temperature and humidity. Humidity can cause hardwood floors to swell, which makes them more susceptible to damage, so try to keep your home’s relative humidity between 35 and 55 percent. Use your air conditioner on hot, humid days to keep the humidity low inside your home. On dry days, you may need to use a humidifier to prevent shrinking. Wood stoves and electric heat can remove humidity from the air, so be aware of this when heating your home.

Use the right cleaning products. Ammonia-based cleaning solutions, wax products, harsh detergents, bleach-based solutions, oil soaps, acidic cleansers, vinegar and abrasive cleansers will damage hardwood floors and should never be used. Only use specialty hardwood floor cleaners recommended by your hardwood flooring manufacturer.

Q: How do I choose the best hardwood floor for my home?

A: There are many different factors when it comes to choosing a hardwood floor, including wood species, thickness and size. We’ll take all these variables into account when helping you decide which flooring is best for your particular needs. For example, if your house was built in the 1940s or 1950s, the original flooring is probably face nailed, which means it’s only 5/16-inch thick. In this case, we’d go with a thin type of flooring to blend in with the house.

Q: Do I need to move my furniture before the installation?

A: Yes, you should remove all furniture from the rooms where we’re installing new flooring or refinishing existing flooring. If you need help moving furniture, we can help for a small charge.

Q: Can I stay in my house during the flooring installation?

A: Yes, you can stay in your house if it’s a prefinished or unfinished flooring installation. However, if it’s a small- to medium-sized refinishing job, we usually recommend staying with a friend or family member for three to five days, because the dust and smell might affect you.

Q: Will you remove the old flooring and clean up when you’re done?

A: Yes, we’ll take care of demolition and debris based on the contract.

Q: How do I wash my new hardwood floors?

A: You’ll need to buy a hardwood floor cleaning product. Don’t use water to clean your floors.

Q: Do different flooring companies have different manufacturers’ warranties?

A: Yes. Most companies offer manufacturers’ warranties that cover products for 20 to 25 years, but that can vary depending on the type of flooring and the manufacturer.