Legacy Custom Floors strives to offer our North Shore & Vancouver customers exceptional customer service. Supplying & installing hardwood, tile, carpet, and all floor, and wall coverings
However, let’s face the fact that we all make mistakes! We just made one and we’re proud of it.
Legacy Custom Floors installed engineered hardwood in a customer’s home here on the North Shore. A beautiful white oak hardwood flooring product was installed where a mistake was made.
What did we do
Immediately accept our fault with zero hesitation once we had professionally assessed the situation and determined we were at fault. Zero excuses or delay.
Purchased brand new flooring for the customer and removed and reinstalled new flooring
Gave as many free upgrades as possible
Had their home cleaned, left them a gift for their troubles, and expressed our appreciation for their patience and business
Was it expensive. Yes. It hurt. Our decision was to not try and get it done for as cheap as possible - as many do when they are paying out of pocket for a mistake - but to do the opposite. In fact, we upgraded their hardwood flooring to a higher quality product that was originally outside their budget.
We decided to spend extra. Give the extra upgrades. Extra service and Extra staff to get it done quickly. All costing more money than technically necessary. Ultimately we ended up wowing the customer and receiving a thank you card, a gift and gleaming review.
We decided that if we have already lost financially, let’s just pay some extra and cash in a win!
We went from that company that made a mistake, to Legacy Custom Floors - the company that went above and beyond to take care of us. That is how we will be remembered and spoken about. This pays us back 10 fold over time and reminds our North Vancouver customers that we stand behind our products and our company with honor.
#hardwood flooring #tile installation #hardwood floor refinishing #flooring north Vancouver
