The Importance of Great Customer Service


I just read an interesting study regarding the shopping preferences of today’s consumers. When asked about their buying decisions, 64% of the consumers polled said that the customer experience was more important than even price in making their purchase choice.

Hmm. Seems like a no-brainer: Offer your customers a great shopping experience and they will likely purchase your product. But you would be surprised at just how many flooring retailers fall short when it comes to providing good customer service. I know, because I hear stories all the time from customers who have “shopped around” for flooring and ultimately ended up making their purchase at Keystone Carpets.

So, what exactly sets us apart?

No high-pressure sales

We’ve all had the unpleasant experience of walking into a store and being greeted by a high-pressure salesman. They come on way too strong and when they determine that you are not going to buy from them drop you like a hot potato. At Keystone Carpets, we understand that flooring is a big investment – and one that you will live with for many years. We never want you to feel rushed in making your purchase decision. With our free in-home estimates, we save you time and gas, no back and forth driving to the big box stores. You have the opportunity to see flooring samples in your home with your own lighting to best match your style and décor. We help you find the best flooring to fit your lifestyle and budget. And will gladly answer any questions or concerns you have about flooring and its care and warranties. We want to provide the best shopping experience you can have in your search for a new floor.

We’ll never “yes you to death”

Shopping for new flooring can be a bit confusing, to say the least. With so many flooring options, different brands, quality levels, and prices, it’s hard to know what type of flooring will work best in your particular situation. That’s where our many decades of experience in the flooring business comes into play. We know our products and how well each will perform under certain conditions. So, while some stores will gladly sell you anything your heart desires if we think the product you’re choosing might not be the best fit for your needs, we’ll tell you. We’ll always offer you options that may work better.

No “hidden” costs

Some stores like to focus primarily on the cost of flooring material alone. At Keystone Carpets, we prefer to give you the full picture. This includes the cost of additional materials (if needed) such as trims, risers for entryway transitions, subfloors, haul away, etc. During our free in-home visit our expert sales associates will visit your home or office to measure your space and tell you exactly what is needed for your total installation. Our price quotes reflect the true final cost for getting your floors done.

Expert installations and maintenance advice

As a local specialty flooring store, we have formed many longstanding customer relationships as most of our business is through returning customers and referrals.  We are experts in flooring installations. This allows us to confidently stand behind your flooring installation, guaranteeing your complete satisfaction.

Aside from proper installation a major factor in a floor’s wear life is its ongoing maintenance. That’s why we take the time to explain the proper maintenance of your new flooring. And should you have any questions, we will be here to answer them – long after your installation is complete.

See for yourself

Schedule a Free in-home estimate and experience great customer service for yourself.kcshawfloorsbanner

How Long Does Carpet Last?

Samples of a few of the colors and styles you can see in your home

How Long Does Carpet Last?

If you’re asking “how long does carpet last?” then chances are your carpet is on its last leg.

The reality is that how long your carpet lasts has a lot to do with how it is taken care of and the amount of traffic it sees. At the end of the day, you don’t really have much control over the traffic your carpet sees. The different rooms in your home tend to attract certain amounts of traffic and it’s hard to control that. For example, your living room will often attract the most traffic of any room in your home since it is a favorite stop for kids, pets and relaxing. Your living room or family room will also be the place for company to gather, celebrations to be had and games to be played. The carpet in this room will be get a significant amount of traffic. On the other hand, smaller rooms like offices and guest bedrooms may receive very little if any traffic on a regular basis.

The other major factor in how long your carpet will last is how you take care of it. The main causes of carpet wear is trapped dirt and stains. Stains can make even a brand new carpet look old and dirty so removing stains as quickly and completely as possible is essential for the long life of a carpet. Since hiring a professional cleaner isn’t always feasible for every stain, it is a good idea to have some carpet stain fighters on hand like Shaw Floor’s R2X Stain and Soil Remover available for free through us, with purchase of carpet and pad.

Trapped dirt is also one of the major causes of carpet wear. Trapped dirt includes dust, sand and other debris carried in on your pets and shoes. This sand and debris have sharp edges that will grind into and cut the fibers of your carpet leaving bald spots and ruining the pattern. As your carpet is walked on, the dirt will get ground down deep into the fibers where it can be very difficult to remove, discoloring your carpet and making it look dingy, even after a good cleaning. Unfortunately the effects of trapped dirt in your carpet are almost always irreversible. If your carpet has begun to look worn due to a lack of regular cleaning, the only option is to replace it.

Since the life span of your carpet is so dependent on its use and care, you have to look at more than a calendar to tell if it’s time to replace your carpet. There are a few different ways you can tell if it’s time to replace your carpet. First, if there are any strong odors or obvious stains it is most likely time to replace your carpet to keep your home up to date. Second, if the carpet padding is starting to lose its cushion, it can be time to replace the padding and your carpet. Lastly, if your carpet is showing visible signs of wear like bald spots, unraveling pile or matting then it is time to replace your carpet.

When you are ready for new carpet contact Keystone Carpets, the premier carpet team in the Spokane area. We are your number one source for commercial and residential carpet sales and installation. We offer professional on site measurements of your space, removal of your old carpeting and a wide variety of new carpet options that we will install for you. For more information, you can visit our website for information on our carpet products and services.


Shop Local Businesses

More reasons why a local source for home flooring is the right call

Spokane County is growing and becoming more heavily populated each year. Our business district is evolving, filled with entrepreneurs, local and big businesses. When you’re considering changing your home flooring, you’ll have plenty of companies to choose from. However, it’s important that you opt for a local business instead of going with one of the larger home improvement retailers that are nationwide.
There are lots of reasons that local businesses are the right call, and taking a look at some of the top reasons will help you see just why they deserve your business:
• They’ll Consult With You – Sometimes the hardest part about getting new flooring is just the process of choosing the flooring that’s right for your home. Good local businesses will actually discuss your options with you, will come to your home with samples to help you find the perfect choice for your needs.
• They’ll Offer Local Friendly Choices – Different flooring works better in certain areas, and local businesses can help point you towards flooring that is popular in your area and that offers benefits specific to the Spokane/CDA region – something larger chains may not be able to do.
• They’ll Provide Better Customer Service – Since they’re local and smaller, local businesses care a lot more about satisfying customers and making sure they are happy with the results of their flooring. Customer service is always better with a local business, and far more personal.
• They’ll Arrive And Finish Faster – You’ll get faster results from local businesses. Not only will they start your flooring install sooner, they’ll finish faster as well.
• You’ll Know More About Them – Thanks to word of mouth and the ability to check out a business on your own, it’s easy to learn a lot about a local business before you commit to using them. This helps ensure that you choose one you’re totally satisfied with.
• They Can Work With Your Budget More Effectively – By talking to a flooring professional about your budget, you can look at all of the options available that fall within your price range. Plus, local sources may offer special deals or be more flexible with the flooring price since they’re not tied to the prices set by a national chain’s standards.
If you’re looking for new floors, it’s well worth considering the numerous benefits offered by a local source. Chances are, they’ll offer you the floors you need at a price you’ll be satisfied with.LG-WB300X250CHILD-2016 (1).jpg

Another big job for the boys of Keystone Carpets

Another big job for the boys of Keystone Carpets

Our great customers decided to cover up the stained concrete with some new carpet. The noise was just too much. What a lot of people don’t understand about hard surfaces is that there is more echoing in the house. New pad and carpet will not only decrease the echo, but it will increase the comfort and warmth of the house. So, if you are having thoughts about covering up your basement floor, you might think about putting in some new pad and carpet.
Thank you for your time.
And thank you to our wonderful customers!

Finishing touches

WP_20140613_001  We finished up a job on Friday. Actually, we completed the job a few weeks ago, but our wonderful customers decided we had done such a great job that they invited us back to do the other bedrooms that we didn’t do the first time. It is surprising just how often this happens when new flooring is installed. Thank you for having us back to help make your house beautiful! The picture shows Jeff using a power stretcher in the master bedroom.