There’s nothing worse than calling a flooring company with an installation issue to get stuck using an automated phone system that bounces you between departments. You aren’t alone. No one likes being treated like a ticket number instead of a person.
Joe Junkle, co-founder of Floors2Day, saw this happening while working for one of the largest flooring retailers in the Chicago area. Everything changed when the company was acquired by a competitor and not for the better. That experience taught him what customers don’t want.
We are Kenosha-based flooring contractors who bring samples directly to your Southeastern Wisconsin or Northern Illinois home. No showroom, no corporate runaround, just honest, hands-on service.
How It Started: The Good Years at Luna
Joe started in the flooring business in 2009 as a sales rep at Luna in the Chicago area. It was great for nearly a decade. Luna operated like a smaller, customer-focused company where sales reps took care of customers.
This system worked for a while. Customers got personal attention and problems were solved quickly. Sales reps made things right without going through a call center and the company knew people by name, not ticket numbers.
Then the Acquisition Happened: When Good Companies Go Corporate
There was a bit of a switch up when one of Luna’s biggest competitors purchased the company. A customer-focused operation turns into a corporate machine overnight.
When the “big company feel” arrived, new processes chose corporate efficiency over customer experience. When the smaller, more intimate company changed, it affected customer homes.
The Corporate Flooring Problem: Why Size Hurts Service
When flooring companies put corporate systems before customer care, the following can happen:
- Customer Become Case Numbers: Instead of reaching out to Joe directly, customers got a ticket number, had to call an 800 line and wait a couple days for their problem to be solved.
- Sales Reps Lose Autonomy: Problems have to get resolved through multiple approvals, forms and days of waiting instead of a single call.
- Quality Suffers: When volume and margins come first, installation crews rush jobs, customers service reps read from scripts and no one takes ownership.
Salespeople on the road had no idea what customers were going through. That’s one of the challenges of bigger companies.
Dealing with a big-box store can be frustrating. When you’re shopping, commissioned salespeople, different flooring pricing and a process that moves you through the system as quickly as possible can all be frustrating.
Building the Company That Should Exist
In 2018, Joe and his co-worker Andy saw an opportunity. Their goal was to create a flooring company that knows customer names, where owners answer their phone and where quality is more important than quarterly targets.
The vision was simple. They wanted customers to be happy and taken care of and wanted to resolve issues right away.
Here’s what makes Floors2Day different:
- Shop-at-Home Convenience: We bring carpet, luxury vinyl plank (LVP), laminate and hardwood samples directly to your home so you can see how it looks in your space.
- Direct Access to Owners: When you call, you speak with an owner. The people who run the company take responsibility.
- Fast Problem Resolution: Issues get fixed with a phone call without the corporate runaround.
Thinking about new flooring? Schedule a free in-home consultation. We serve communities throughout Kenosha, Racine, Walworth and Milwaukee counties in Wisconsin and Lake, McHenry and Northern Cook counties in Illinois.
Ready for a Flooring Experience Without the Corporate Runaround?
Tired of feeling like a ticket number? Want to work with people who answer their phones? Floors2Day is only a call away. We’ll show you how flooring looks in your space without the pressure or gimmicks.
Ready for a completely different flooring experience? Contact us today!
