I have been selling floor coverings for 10 years now. Before that I was in paint, wallcoverings and window coverings. I have no formal education in sales except what I can glean from Hunter Douglas. They hire the best and it is always worthwhile to attend one of their all-day seminars.

I don’t have much time to read many trade magazines, but I do try to scan through the Floor Covering News when it arrives. I have picked up more tasty morsels of information from your column than I can count. I think the best approach is helpfulness, honesty and a will to just listen. Yes, sometimes the customer has a lot to say, but they’ll always remember you took the time to just listen.

I love what you have to say about take-home samples. I wholeheartedly agree. Probably having a background in wallcoverings has tainted me a bit. I remember all too well losing a big sale to the pirates because the consumer had a phone number.

Thank you for setting the record straight on a few thoughts:

Salesperson education on product. If I don’t know enough about it, I’m going to find out. The worst thing for me is having a customer point out a fact that I should have already known. Just being nice is 85% of the sale, but I better know what I’m talking about or just being nice won’t cut it.

My customers have come to trust me because I try to shoot straight with them. I know I can look them straight in the eye the next time we meet, no matter where that might be. I have learned all too well that it really is my job to know more about the product than customer service. Who knows what training they’ve received?

I could go on, but I think you get my drift. I have become one of your biggest fans and I thought it was time to let you know. Thank you for being candid in your column, also. No beating around the bush with you.

Keep the columns running, there’s always something good to pick up on when we’re with you. And, in reference to FCNews, I have truly picked up a great deal of information in the 10 years I’ve been working in floor covering. Lew Migliore is another column I look for. Both the Claims and Retail Ed columns have given me a much better frame of reference than I could ever pick up on day-to-day. Thank you.

Rena Burkhardt, decorator/sales
Meridian Floors
Meridian, Idaho

Rena,

Thank you for your letter. After the mean spirited letters I received from the samples letter, it’s really uplifting to get your positive one. In fact, I had several letters like yours come to my defense. It’s great to hear you have the pride to want to better your knowledge.

Thanks again for the kind words and keep up the positive attitude.

Kelly Kramer