What makes a business truly stand out? Is it the quality of the products we sell or the seamless services we provide? For professionals in the wood flooring industry—whether you're a contractor, designer, or entrepreneur—you undoubtedly wear both hats. You deliver beautifully crafted wood floors and expert installation and maintenance services. But how do you balance the two to ensure peak customer satisfaction?
Let's break it down together. By understanding the key differences and similarities between products and services, you can create a winning strategy. And to ensure you stay customer-focused, we'll unveil the BACON rules—yep, the kind you can sink your teeth into.
With Special Guest
Unfortunately the recording was lost but please contact the Wizard of Wood for all of your flooring needs. Mike is an invaluable source of knowledge and experience and is always more than happy to answer your questions.
or call 847-540-9500
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Products vs. Services in the Wood Flooring Industry
Why Products Matter: Your product offerings—be it hardwood planks, engineered wood, or specialty finishes—are the foundation of your business. Customers look for tangible, quality materials to fulfill their flooring dreams.
Products excel in:
Tangible value (customers can see, touch, and assess quality).
Durability and reliability (e.g., high-end oak and walnut last for decades).
Customization options to meet varied design styles.
But here's the catch—selling products alone often feels impersonal. A beautifully crafted wood floor doesn't lay itself down. It doesn’t answer "What shade of stain works best?" That’s where services come in to elevate the experience.
Why Services Shine: Services, like installation, repairs, refinishing, or consultations, provide the "how" behind your products. These interactions turn a piece of wood into a home centerpiece—an heirloom.
Services excel in:
Building emotional connections by solving pain points (think, fixing a damaged floor before a family gathering).
Providing expert guidance that reassures decision-making.
Adding value through personal touch, skill, and effort.
Yet, services alone have limits. Back-to-back labor-intensive tasks can overwhelm your team. Without the right products, you can’t deliver the high-quality outcomes clients expect.
Here's the secret sauce—
When you combine stellar products with exceptional services, that’s where the magic happens. You’re no longer just meeting customer expectations; you’re exceeding them.
Striking the Right Balance
Balancing product sales and service delivery takes thoughtful planning, but it’s critical for long-term success. For example:
Offer bundled solutions, such as "flooring materials + installation packages."
Prioritize inventory management to avoid delays—nothing frustrates like waiting for backordered materials.
Train staff across both product knowledge and service expertise, so they feel equally confident selling wood or servicing a floor.
The ultimate goal is to align with your customers’ needs. And to keep them coming back? You need BACON!
Introducing BACON: The Rules for Enhancing Customer Service and Customer Loyalty
Whether you're laying a wood floor in a high-end studio or helping a first-time homeowner pick the right finish, BACON keeps your customer-first mindset sharp.
B - Be Approachable: Ever heard, “I felt too intimidated to ask for help”? That's the problem. Create a welcoming environment—both physically in your store or showroom and digitally on your website. Smile often. Offer solutions without using too much complicated jargon. Make customers feel comfortable asking questions, even if it's their first time exploring custom flooring.
Pro Tip: Create an FAQ section on your website with answers to questions like, “What’s the difference between solid hardwood and engineered wood?”
A - Actively Listen: Every customer has a unique story. One might have young kids and need flooring that’s scratch-resistant. Another may want an exotic wood for a showstopping entryway. By truly listening to their needs and preferences, you can provide the most tailored advice possible. It’s not about what you want to sell—it’s about finding what they truly need.
Practice This: Paraphrase back what a customer says to ensure you fully understand their priorities. “You’re saying durability is key because of your dog. How about we look at these engineered wood floors?”
C - Cultivate Expertise: Knowledge is power—and it’s magnetic. When you demonstrate deep expertise in all things wood flooring, you build trust. Be the person your clients come to for highly specific information, like “What finish would work best in a high-humidity home?”
Stay sharp by:
· Keeping up with flooring trends.
· Training your team on both old-school techniques and modern innovations.
· Showcasing project successes on social media or your website.
O - Offer Solutions: Don’t sell products. Sell solutions. If a client complains about warped floors, offer a holistic fix—whether it’s better installation techniques, a moisture-sealed subfloor, or a specific wood type that works in humid climates. This creates a sense of partnership, showing that you’re not just in it for the sale—you’re in it for their satisfaction.
Quick Idea: Create service packages for common challenges—like “Eco-Friendly Refinishing” or “Pet-Friendly Flooring.”
N - Nurture Relationships: Loyalty isn’t built on one transaction. It’s cultivated over time through genuine care, follow-ups, and support after the sale. Did you lay down a flawless new floor for someone? Follow up in three weeks and ask how it's performing. Offer maintenance tips to help extend its lifespan.
The more you show that you value the customer’s experience beyond the sale, the more they’ll keep coming back.
Action Step: Start a loyalty program, offering discounts on refinishing or maintenance services for repeat customers.
Product or service? The truth is, the choice isn’t “either-or.” It’s “both together.” A blend of superior wood flooring products and top-notch services allows you to meet—and exceed—your customers’ expectations.
At the heart of it all lies loyalty. With the B.A.C.O.N. approach, you can build trust, tailor your offerings to diverse needs, and leave every client with an experience worth sharing.
Are you ready to craft wooden masterpieces while creating loyal relationships? Let's grow your business together, one satisfied customer at a time.
Customer Service: What could you do. What should you do, and what WOOD I do?
Follow us at: www.MasterHappiness.com/live or “Bacon Bits with Master Happiness” on Apple Podcast, Spotify, Amazon Music, Audible, iHeart Radio or wherever you listen to your favorite podcasts.
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Marty Jalove of Master Happiness is a Company Coach, Business Consultant, and Marketing Strategist that helps small businesses, teams, and individuals find focus, feel fulfilled, and have fun. Master Happiness stresses the importance of realistic goal setting, empowerment, and accountability in order to encourage employee engagement and retention. The winning concentration is simple: Happy Employees attract Happy Customers and Happy Customers come back with Friends.
Want to learn more about bringing more happiness into your workplace and life? Contact Master Happiness at www.MasterHappiness.com or www.WhatsYourBacon.com
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