We had an opportunity to talk with Tom Jennings, vice president of professional development, World Floor Covering Association, about some of the elements of good retail service. Tom was born into the retail flooring business and operated a store for decades before it was sold. He has since conducted classes on service and a host of other topics.
TF: You visit independent retailers all the time. What is your take on the knowledge level of a typical salesperson in this industry as it relates to knowledge about installation?