Most of my research verifies that most floorcovering sales people and stores do not do well in creating totally satisfied customers. Several studies come to mind. The first was done by my friend, Dan Blake of All Flooring Inspections. He found that of 10,000 carpet complaints his company inspected, 49% were unrealistic expectations on the part of the customer.
How come? Did the sales person promise more than the floor could deliver? Did he/she not understand the effects of traffic, pets, entertaining and general wear? Did the customer not understand the importance of maintenance and daily care? Or did the sales person just promise whatever it took to make the sale?