Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for flooring companies that have earned the prestigious Diamond Certified award. For Concord Carpet and Hardwood, the key to keeping customers happy is simple: work as a team to get their projects done correctly. “Everyone who works here wants to do a great job and treats each client the way they expect to be treated,” says owner Tyler Lau. “They’ll see the results of our work every time they walk into their home, so we really focus on doing things the right way.”

Concord Carpet and Hardwood has been offering carpet, luxury vinyl tile, hardwood, and laminate flooring products at its Concord facility since 2012. The company has the in-house capabilities to install flooring for residential and commercial clients throughout Contra Costa County, and it’s also qualified to restore and finish hardwood floors.

Unlike less experienced flooring companies that charge the same price on every job regardless of the type of work, Concord Carpet and Hardwood itemizes each project so the customer can see the value they’re receiving every step of the way. “We also manage projects from beginning to end,” adds Mr. Lau. “Our installers explain their work as the job progresses and do walkthroughs at the end to make sure everything has been completed to our high standards.”

Concord Carpet and Hardwood further differentiates itself from its competition by maintaining good relationships with leading flooring manufacturers and providing easy access to their high-quality materials. Mr. Lau says this benefits the company’s clients in two ways. “We get products quickly and for a good price, which means we’re able to pass those savings to our customers. Also, since we keep a large stock of flooring on hand, our in-stock choices are readily available and much less expensive. These products are great options for landlords, Realtors, property managers and homeowners who need new flooring as quickly as possible.”

A professional flooring company can give you the best result for your new carpet or hardwood installation.

Home improvement stores and big-box retailers advertise low prices and are easy to find, so buying new carpet or hardwood from them can seem like an easy decision. However, there are multiple reasons to work with a professional flooring company instead.

Availability and Flexibility
“Many big-box home improvement stores will get products from manufacturers that are closing out on a material and have a certain amount left,” explains Tyler Lau, owner of Concord Carpet and Hardwood in Concord. “These stores will get the flooring for pennies on the dollar and then sell it for a nice profit. However, once that material is gone, it’s gone, which means if you’re doing your project in phases or need extra material at some point, that type of flooring may no longer be available.”

Mr. Lau says most quality flooring companies don’t buy closeout products or deal with manufacturers that frequently discontinue products. “If there’s a change in the product lines, the company should be able to advise its customers to consider a different product. Flooring contractors generally deal with well-established companies that are known for providing quality products that are available for long periods of time.”

Professional Installation
Big-box stores usually hire subcontractors to install their flooring products, which can result it confusion. The salesperson and installer aren’t usually in direct communication with each other, and buyers may not know who’s responsible for the installation, repairs, or warranty work if there’s a problem during or after the project. “Your contractor can show you a great product and give you a great price, but if the installation crew does a subpar job, everything else loses importance,” says Mr. Lau. “Hiring a company that provides the sales and products, estimating and measuring, installation, and follow-up services can eliminate that frustration and confusion.”

Q: How soon can you get the flooring material I want?
A: It depends on what you order. We carry a lot of in-stock products, so those are readily available, but if we have to special order a carpet, it can take anywhere from three to 10 days. We’re very familiar with all of the timelines for the products we carry, so we can give you a good idea of how long it’ll take. Once we actually order the product, we can usually get an exact delivery date within two days.

Q: How soon can you install my new flooring?
A: Once we receive the flooring, we can usually install it the next day.

Q: Do I need to be worried about price surges or changes on my product or job?
A: We can usually give you an accurate estimate of what the flooring will cost, including any extra charges or possible variations in price. Once in a while we come across unforeseen circumstances, like when we pull up a carpet and put down hardwood or vinyl—we can’t always tell what’s under the carpet. Sometimes flooring requires extra work before we can lay it, but we always explain that to our customers before work begins.

Q: What types of flooring products do you carry?
A: We only carry products from well-known distributors and manufacturers that have good reputations and honor their warranties. All of the products we carry have passed the test of time.

Q: Why should I buy from you instead of a big-box home improvement store?
A: One of the main reasons is that we deal with well-established companies that make quality products that are available for longer periods of time. Many big-box home improvement stores will get products from manufacturers that are closing out on a material and have a certain amount left that they’ll sell to those retailers for pennies on the dollar, and then the big-box stores will sell it at a low cost and make a nice profit. But once that material is gone, it’s gone. If you want to do your project in phases or need more of that specific product in six months, it may not be available and you’ll be stuck.

Q: What flooring products are popular right now?
A: Waterproof flooring is very popular at the moment. Unlike laminate, waterproof floors can be mopped or spilled on and they won’t get damaged. Now, even laminate floors are coming out in new waterproof laminates. They look and feel like laminates, but they’re waterproof. Shaw even has a waterproof backing carpet that comes with a 10-year warranty.