Bob realized that it could be better for everyone. The customer experience had to begin with a salesperson who cared about the choice the customer made and possessed the knowledge to lead them to the right product. Many think as long as the Flooring, Carpet, Laminate, Hardwood, Luxury Vinyl products are in stock, thats
all they need. The product should reflect the customer’s needs as much as the look they desired. A good installation, as well as a good experience with the installers, is just as important as the product itself. All together this would make for a satisfied customer, happy with the choice they made, the service they received, and the outcome they desired.
In 1993, Bob finally had enough and he and his wife opened Reality Carpet. The experiences that Bob previously endured as an installer shaped his philosophy and became the driving force for the treatment of his customers. From the beginning, they dedicated themselves to providing superior customer service. They appreciated every customer who came through the door, from the smallest bedroom to whole houses. Bob understood that it’s the total customer experience that matters, beginning in the showroom with the salesperson to the final moment when the installer packed up his tools.