Customers Complaints

The hardest part of my job...having customers who aren't happy. Try as I might, I've accepted that no matter what I do, no matter how hard I try, no matter what I say...I will have unhappy customers. Customers that are just unhappy people to begin with and even if the job is nearly perfect...they will find a reason to be unhappy. So what can I do?

First, I accept responsibility for what went wrong...right or wrong...it's my fault and it has to be fixed. Somewhere between step 1 (introducing myself) and step 10 (install finished) I missed something. It really doesn't matter what went wrong or even why it went wrong..what matters is how do I fix it? Sometimes it's as easy as saying "I'm sorry and it won't happen again" Sometimes it's as elaborate as "I'll replace the whole floor on my dime". Somewhere between those two solutions lies 100 other solutions that will create a happy customer.

However, what can I do about the customers who either lie about their situation because they only care about getting more money back or just don't bother to give you an opportunity to fix the problem? Years ago..the only ones who heard a complaint were most likely the store and anyone who would listen to the unhappy customer (friends and family). While this negative situation can hurt business a bit, they only have access to but so many people. However, today we have the world wide web and a single complaint can be broadcasted to many..MANY! And a single complaint posted online can really hurt business. So where years ago, one unhappy customer, who was impossible to make happy you could maybe brush off and let it go. Today...what do you do? a brush off could be the kiss of death....

suggestions....?????

Lady Gaga and Lindsey Lohan....

Driving home yesterday, listening to the radio...which is a rare thing in my car, usually it's a kid going on and on about something I'm suppose to be interested in....a report about Lady Gaga admitting to do drugs in some magazine was the BIG news. The radio personality then went on to drag Lindsey Lohan into the discussion and made some feeble attempt at saying young girls have no good role models and how can we (as parents) expect to raise "good" girls if the likes of Lady Gaga and Lindsey are all over the media? She put out all kinds of facts...how much time little girls spend watching TV, reading magazines, talking about "famous people" w/ friends and family. All I could think was...why are young girls even looking to Lady Gaga and Lindsey Lohan as role models? Since when did famous people become role models?

Madonna was HOT, uber cool -- when I was in high school. With her pointed bras, dark makeup, grinding up on men, killer songs and great concerts. However, she wasn't my role model! She was someone who lived in a world I would never enter. She was Madonna, musically talented and famous. I was Tara Eklund, high school student...still figuring out life. I don't believe even for a second did I think I wanted to become Madonna, be like Madonna or live Madonna's life. If Madonna did drugs...I certainly wasn't going to run out and do drugs. If Madonna slept around I certainly wasn't going to sleep around. Just because Madonna did it, Tara wasn't going to!

I find it hard to believe a young girl is going to take up cocaine simply because Lady Gaga does. Or how about marijuana? Paris Hilton smokes that...does that mean my 18 year old daughter will? Lindsey Lohan...rehab repeater...where does these leave young ladies? I highly doubt Cocaine, Heroine or even marijuana usage will increase because some very famous idiots do them. The usage will increase because lazy parents think they have a simple excuse for not staying on top of their kids. Certainly it"s easier to say..."Little Sally is in rehab for the forth time for addiction to Cocaine because Lady Gaga made it seem so easy and fun"...then it is to say "I should have been more involved with my kids, I should have been THE role model for Little Sally, I should have turned off the radio when driving and listen to Little Sally and NOT Lady Gaga". If more parents would stop looking for "things" to blame with what is going wrong with our youth, more youth would start turning out better!

I'm in love...w/ a grasshopper!

So, owning my own business has been "interesting" at best. I've learned 101 ways to make a mess of everything and very little on how to be successful. People close to me continually tell me I'm doing a great job and should be pleased that in a down economy I'm still surviving...my take on this??? LOL! You call this surviving?

Either way...my doors remain open and I love the new challenges that come my way. I figure, worse case scenario?? I'll have a good laugh at this when my kids are grown and having babies of their own..remember when mom first opened Big Bob's....

We've come a long, long way since opening our doors almost four years ago...and we have a long way to go. Yet, regardless of what the President does or doesn't do for Big Bob's...we will continue to grown and become a force to be reckoned with!

At opening we hired lovely men, who had plenty of knowledge of the flooring business....and plenty of knowledge on how to take advantage of a not so knowledgeable boss! So I learned the hard way...if I'm gonna be a women in a man's world..I better understand everything from top to bottom! No excuses, no relying on men to keep me informed. So I can proudly say I can drive my forklift (and not flood the store...like the hubby did six months after opening), I can cut carpet using just my VCT grout lines (and straight) or I can place it on the cutting machine and cut it, I can measure houses, businesses, campers and cars, I can draw all things to scale, I can figure out exactly how much you will need to finish a project and exactly what you need to buy as well..supply wise...I can drive the 15 passenger Big Bob's van (well, I could until it blew up last month), I can negotiate better deals with my reps and suppliers, I can carry on intelligent conversations w/ most flooring "people". All of these things make it possible for me to run Big Bob's from top to bottom, day in and day out all on my own! However, I think the most important lesson I've learned in the past four years is how to hire (and yes sometimes fire) employees. Along with hiring goes...loving...an employee! If you love who you work with...you will love the work they do. You will see that mistakes made are just that mistakes...and you need to take the time and teach them correctly. By loving who you work with...are better able to convey a since of trust and understanding..which in return makes them want to work harder and better for you. When you love who you work with...it just makes the day better!

I've hired but not loved several people in my career as Big Bob Herself...and until recently I've not found a single one I can love. They all seem to be out for themselves, have better ideas or just plain and simple..want a pay check and not the work! I was really discouraged by the people who claimed to want/need a job..yet, when offered a job...and a fun one at that..didn't really want to work..they simply wanted a paycheck. Then along came Grasshopper...I love her! She's amazing! Not only does she want to work..but she pushes me to work! We'll be riding in the car and I'll mention some crazy idea that I'd love to someday see happen at Big Bob's...and before I know it..an email pops up with an outline of how to make that idea happen! Wow! How exciting!

Grasshopper not only likes to work..but get this...she has self-esteem! Yikes! What's Big Bob to do? She doesn't get hurt when a customer is "rude" or "standoffish" she simply digs in deeper and works harder to get them to like her! Grasshopper loves to laugh and joke...OMG! I love laughing (at myself mostly...but lately I've had great fun laughing at Grasshopper)...how can you work all day long and not laugh?

Grasshopper can't measure, add, subtract or multiply...but she can laugh, joke and make you feel like you are the most important person in her world at that moment. Customers come in and she has NO idea what she's doing...how could she...there is so much to learn in the floor covering business...the only simple thing...it goes on your floor...but she makes our customers feel right at home and if she can't come up the answer..she has no problem calling you back and giving it to you! The other day..NO LIE...a customer came in and wanted to know if he could just glue his window back in place because he didn't want to have to buy a new window. Ashley simply said..we don't sell windows here but I can make a quick call and find out for you. The man looks around and ask...you don't sell windows?? To which Grasshopper said...no but don't worry..I have a great window guy I can put you in touch with! So when Mr. Window man is ever ready for flooring hopefully he'll remember Ashley going that extra mile and come to us to buy flooring. Grasshopper can see the big picture and already knows that if you can make everyone who comes in our door feel like a best friend and help solve any of their problems...they will remember and when they are ready to buy new floors...she'll be the one they are looking for!

So...although I'm not really a bug person...I love me my Grasshopper!

Shop Local

When I was a stay at home mom to my five beautiful home schooled kids, I thought nothing of jumping in our car and driving for hours to "shop". We'd start out early and just make a day of it. In Vermont it meant going into Canada. In Virginia it meant going to Richmond or Williamsburg. Shop local didn't mean much to me...I had the time, the money and the energy to do what I wanted. However, now as a business owner...I'm trying to spend more time "shopping local". I just don't feel right asking others to "shop local" if I'm not doing it myself. So, I set out on this journey to change my shopping habits and explore some of our local places.

If you have pets...considering getting pets...like animals....The Pet Castle "Where the customer is King or Fluffy or...your pet!" is the place to shop local! Richard and Elaine Clayton are doing it right! The other night my pond was green, I know you wish you had my problems right now. Yucky slimy green...yes algae BUT I had tried everything! As a last resort, I figured I stop in and ask Richard if he had any idea what to do. (before you go a judging me...I was simply not smart enough to know that a PET store would also be able to help me with a GARDENING issue...) He was closed, (I arrived about 20minutes after closing) having a meeting with his employees...but I tapped on the glass anyways, I am after all Big Bob Herself...and Richard opened the door for me. Then he took a few minutes to ask questions and sent me home with a bottle of pond cleaner upper (it worked). I'd like to think he opened the door only for me but everyone knows that Richard and Elaine really care about their customers and work very hard to earn repeat business. They have the normal animal "stuff" and then they have cool "stuff". I have a 100 pound, long haired, messy dog who hates to be brushed...Richard introduced me to Mellow Mutt...supper cool stuff. I feed him this yummy treat and he lets me groom him, during thunderstorms Mellow Mutt to the rescue.

In that small mall is Rosemary & Wine! The best food you'll ever taste AND the owner, Lisa, is crazy. If you are hoping for a quick bite...don't stop! The best thing about Rosemary & Wine...you can't run in and run out...you have to stay and relax! It's my favorite, after work, place to go, hubby can get a great glass of wine and I can enjoy a raspberry beer! Lisa makes the place...she's loud, obnoxious and crazy...but she loves her customers and her customers love her. She has catered several functions for Big Bob's and they are our biggest draws...if I say Rosemary & Wine is catering..I know my attendance will go up...people love her food. My youngest, Anastasia, says she has the best meatballs ever. The wine shop has a wide variety of wines and beers, unique and interesting...the restaurant has unique daily specials and several unique beers on tap. Sorry guys...no Coors or Bud at this bar! The people that eat/drink at Lisa's are always friendly and their is never a lack of conversation at the bar amongst everyone. Lisa sees to it that anyone sitting at the bar...share their thoughts with everyone else.

My last favorite shop local place I recently discovered, Ken Mathews Garden Center. From the moment we walk in they make us feel comfortable. From Route 17 you'd never guess the treasure trove of excitement behind that yellow building. Hoping to find some water plants for my pond..that is no longer green thanks to the Pet Castle...I was amazed at everything they had. The problem with Ken Mathew's place is...ideas grow and money is quickly spent and their staff was way eager to help your idea come to life. The other day Ben and I were out on a mission to create a garden for dad's birthday. We started with wanting a tropical garden...we are right on the water...but quickly learned tropical plants require way to much work in the winter, then we changed to an oriental garden...but Becky at Ken Mathews educated us on why our weeping Japanese Maple wouldn't be good where we wanted it...so now we have a Greek garden theme. It's coming along. What impressed me about Becky was the weeping maple was a $200+ tree and we really wanted two. She could have just said it would be fine and let us go about our business...instead she took over an hour, walked with us, listen to what we envisioned and helped us pick out some beautiful flowers that would fit all our needs. Ben and I had stopped at several places along the trail to Ken Mathews and each time they snubbed their nose at us or ignored us...it was becoming a very depressing project. For now on we'll do all our gardening projects with Ken Mathews.

What all three of these places had in common were the people we dealt with, were NOT unusual. It wasn't that we got the one person that day at that business who like their job...it's that everyone at the business is the same. They all love what they do and love to be around people. The business owners have invested time and energy to hire people who love..animals, food, gardening...not just the cheapest paid labor. This is what shopping local is about! When you shop local, you go into a business that loves what they do! Sure you might spend a dollar to two more but that will be the best dollar spent. Where else can you buy what you need and leave feeling like a million bucks? Walmart? Home Depot?

If you shop local...tell me where to go and why! Once you commit...it's a fun adventure!

Smile at a Child

I have a secret....

I'm not always happy, my days are not always awesome, I don't constantly float on cloud nine. I've always said "I don't believe in finding world peace but do believe in finding peace in my own world" So how is it I can be the life of party? How is it I can tell every person I met "I'm awesome"? How is it I can laugh, even when I started off feeling like crying?

When I'm having a bad day...a day I'm feeling sorry for myself, thinking my world should come to an end....I intentionally find a two year old and smile at them. Why? They can't help buy smile back! They still have the magic of life in them. They still hate to sleep because they fear they might miss the next minute. They still believe and see magic and fun in everything. They still remember being near God. They are perfect.

Try it....you can't help but giggle at their cute response. Their little eyes light up and they show those perfect teeth in a over joyous smile. Sometimes they will scream with excitement, sometimes they will just give you a warm feeling. Either way, they are God's way of reminding us that nothing in life can't be fixed. They give you the strength to smile back...and when you smile back..it changes your attitude. You can't smile when you are sad, you can't smile when you are mad, you can't smile when you are hurt...smiling always comes from deep inside and makes everything better, if even for a minute. And in that minute I realize...life is to short to be anything but happy.

So...when I'm having a bad day...I smile at a child.

PS Smiling at your own child doesn't do it! Why? Because when you smile at a strangers child you also get the joy of knowing you don't have to deal with potty training, sleepless nights, tantrums, boogers or anything else that goes along with this horrible age! They are only fun to smile at when they are someones elses...because there is a secret joy in knowing you don't have to deal with all they bring to the table??

Retailer of the Year for the Upper Peninsula 2010

Alright, I'll admit it...taking compliments or kudos is NOT my strong point. I tend to be very critical of myself, my kids and my business. When others tell me I'm doing a great job, I wonder what can I do, to be spectacular next time? I tend to look at my kids success as their success, not because I've done a great job parenting. Take Josephine, she's our 18 year old. She's in her second year at Busch gardens, just purchased her very first car, got her very own insurance, apartment hunting, enrolling in a local college and for 18...diving right into adulthood. Not really much parenting involved except the basic morals and values, the rest is up to her. Logan, hands down, is the number two guy behind the owners of the store. At 16, every customer he deals with calls us and tells us what a great job he did in our absence. He just gets the idea of customer's are our best friends and without them we'd be lonely (and poor:). Again, sure as parent's we certainly rubbed off on him...but who he is is 100% his! Ben...15....LOL! His soccer skills certainly didn't come from me (or his dad, no matter what dada thinks) and that 4.13 GPA...never knew that number existed. Both parents were eager to move on with life and school was simply a road block. So, while we've encouraged Ben to be his best...again, it's him. Now, we have two little ones who haven't started their journey in life...so that story will be continued later! Either way, my teenagers are all individuals. Josephine couldn't run the store, Logan couldn't play soccer and Ben certainly isn't ready to dive into adulthood. They each took what they wanted from what we offered and really as parents...kudos aren't necessary.



So, sorry--got off the beaten path, last Friday night at one of the best local events I've ever attended I was awarded Retailer of the Year for the Upper Peninsula. Yes, thank you, thank you. I was certainly excited to see I was grouped with Williamsburg and Yorktown. LOL, when they started to name the divisions I got nervous they would put poor ol' Gloucester all by itself and then I'd automatically be winner by default:( So, I'll admit, it felt great to be awarded such a wonderful recognition but it was even greater to be amongst such fine retailers in two great counties. However, I immediately started to think....ok, I was one of nine out of 153. What do I have to do to be the BIG ONE? So, today...I've stormed my brain, set up some appointments and I've started my newest project....to be the best of the best in 2010! Not just sell the best stuff..anyone can do that..I want to be the best. It'll be hard but Big Bob Herself loves a challenge!

Wow! It's been a long time since I've worked on my blog! I can't tell you how many times a great idea hits me but with everything going on with the hubby I just haven't had time to commit! However, the good news is....I'm back and full of great ideas to entertain and educate you:) First a little back ground and bringing you up to date....



My husband challenged our 14 year old elite soccer player to a foot race...and lost:( This, of course, sent dear hubby into a tail spin because, after all, no 70 year old man should lose to a 14 year old soccer player...either way, a trip to the doctor revealed major heart damage. As you might have seen in a earlier post we saw Doctor A who did not give the wife warm fuzzies. If you are going to be cracking my husbands heart open...I better think you are the bee's knees. Doctor A worked with Hospital A. Hospital A was ok. Customer service??? Please?? Aren't we your customer? Aren't we paying an arm and a leg to use your services? From the moment we stepped into Hospital A I was disappointed. However, there was a lesson to be learned here...and of course, it can be related to flooring:)



Hospital A is not a bad hospital. It does many things good, it has a good ER, it has a few good surgeons, it's clean. With an exception of the customer service, they are a good all around hospital. I have no problem taking my children there for emergencies. The problem is they are GOOD at a lot of things...not exceptional in one!



Hospital B, Henrico's Doctors Hospital, is in the top three hospitals of Virginia for heart surgery. We needed heart surgery...so why wouldn't we check into this exceptional hospital? They lived up to everything they say they are. From the moment we check in, to the moment we left...they made us feel safe and comfortable. Everyone was very familiar with the doctor we used and many were amazed we were able to get the best of the best. Testing, monitoring, follow up...all was seamless and easy. Everyone who we dealt with was knowledgeable about what we needed and what we should do. They had great ideas to help with a few minor problems and many of the nurses were able offer suggestions without having to bother the doctor.



Warren had a few set backs in his road to recovery and the surgery was much more involved than Doctor A led us to believe but Warren is finally ready to get back to normal. This past Thursday he did a fabulous job of motivating a full crowd at a national flooring covention, Coverings 2010. He sounded strong and ready to get back to work:)



The moral of the story....if you need heart surgery, go to the hospital that specializes in hearts. Why go to a place that does "everything" but specializes in "nothing". Same with flooring...Big Bob's specializes in flooring. Laminate, carpet, fiberglass, hardwood, ceramic, rugs. Others have "everything" hammers, grills, lawn mowers, paint, fencing and flooring.

Breaking Carpet Down

How to pick the best carpet for your life style

Carpet is really pretty basic if you get someone to break it all down to the important stuff...how long will it last, how much effort will you have to put into it to keep it look good and how long before your kids/animals can destroy it. I hate doing educational stuff, it's just not fun..but I'm going to attempt this!

Textured Carpet--a good choice for busy mom's and a bachelor's friend!

• No footprints or vacuum marks
• Not stuffy, very casual
• Warm and inviting
• Works well in all areas of the house
• Easy to keep clean
• Performs well in high traffic areas
• Looks great on stairs
• Can't go wrong with it
• Can find color/style to fit any budget--high or low

Saxony/Plush--beautiful in kid free areas, gives rooms a very elegant look

• Formal
• Gorgeous
• Soft and smooth
• Adds a touch of class to master bedrooms, guest rooms and formal living/dining rooms
• Not kid friendly
• Shows most footprints and vacuum marks

Frieze--Best for maxed out, busy families who have little time to manage flooring

• Twisted so tight it has hooks at the top
• Wears like crazy
• Great for any area of the home, including stairs
• Fleck styles available, great for hiding surface dirt
• Soft
• Warm and inviting
• Can find any style/color to fit your budget

Cable--looks better than it wears

• Can't handle much traffic
• Mattes and Crushes
• Feels great underfoot-that's about the only positive I can come up with

Looped "Berber"--Love it! I'm a fan!

• Casual look
• Flecked or solid
• Hides most traffic patterns
• Easy to keep clean
• Hides most daily surface dirt
• Perfect for putting a nice area rug over for places you want "soft" under the toes
• Can be used on stairs but talk to us first
• Great in all areas of the home

Cut & Loop--

• Low Profile so it wears really well
• Fashionable
• Carved appearance helps hide traffic and stains
• Every shape and design possible
• Can be formal with flower patterns or casual with geometric shapes
• Great for most areas of the home, double check with us

So there you have it...simple! My favorite two carpets are berber and frieze. Simply because I have five kids, two dogs, three cats, we live on the water, I detest the vacuum cleaner and have little time to care for my floors. However, I like having friends over and sometimes they come unannounced (which does annoy me...to no end) and both berber and frieze look great even if they only get vacuum once or twice a week.

Make no mistake, if you don't love and respect your flooring and give it a bit of care it, doesn't matter what color/style you pick it won't love you back! Proper love and care is essential to keeping your carpet happy. Check with us and we'll give you all the details needed to achieve a happy harmonious life with carpet:)

Shopping for Heart Surgeons

Not all heart doctors are created equal...and I hate to say it...but I'll never really know what one is "better" except to say that the one who does a better job selling is the one who will get to crack open my husband's chest!

This all started about a month ago when "Little Bob" started to really complain about shortness of breathe and tiredness. I told him he's getting old but he wasn't buying that. After a very long 18 years together I got to experience going to a doctor with Warren. Once is enough, Thank you!

Our first stop was Dr. A (names will be withheld...we do live in a small town). Dr. A was "nice" but the wait to see him was much longer than one would expect. Am I wrong to think that of all doctors, heart ones should hold tight to a schedule? Do you really want a stressed out patient? Dr. A looked at my 70 year old husband, put him on every prescription out there and confirmed he had heart desease. He sent us to see Dr. B, the surgeon of his choice.

Dr. B again, a nice enough person but unfortunately he too had a few strikes against him. One, the hospital he works for is horrible. I happen to have my 14 year old boy with me when Warren was going in for a simple procedure and "Mr. Security" walks up and ask how old Ben is. We politely tell, this unpolite person, he is 14. To which, Mr. Security says "you have to leave". I asked where did he think a 14 year old would be going on a cold day with no parents? To which, Mr. Security said "I don't care, he either leaves now or I'm calling security" (I thought he was security??). MR. SECURITY comes over (the real one this time--I think) and rehashes the whole conversation and agrees that Mr. Security needs to take a chill pill and allows Ben to enter (or rather stay in) the hospital but he needs to where a germ mask. This did provide a good laugh:)

Back to Dr. B...should doctors be made to go thru some sort of selling class? How to promote your skills and build confidence in your patients? Dr. B is telling us all about his great facility and glazes over the rude security. He moves onto himself and was doing a great job telling us all about his stats (they were excellent...or so I thought...I was still a bit green on this heart stuff). When he gets all done he says "Not that I'm any better than other surgeon, I just get lucky" Said in a matter of fact, not a joking, tone. One would expect that statement to be followed with a light laugh in an attempt to relax the poor guy you are about to split in two...but it wasn't! Well, if this guy isn't better...I want the best...luck is not always in my favor! Time for a second opinion...we find Dr. C.

Dr. C...addresses me by "Mrs. Tyler" from the very first phone call. Nice! Points on that! We show up and again...hello Mr. and Mrs. Tyler, didn't even tell them who we were yet! More points. Waiting room is gorgeous, nice colors...teal and brown with a beautiful leaf pattern. We sit down, we are about 15 minutes early, and before we can get into a conversation they are calling him in. Nurse is great...and jokes around. Asks the normal stuff, more joking. We are five minutes ahead of schedule here. Nurse leaves and says Dr. will be in a few minutes. Believe it or not...at exactly 3pm the doctor comes in...can you believe a doctor that works on a schedule? To good to be true! He boast in a nice way that he is the best...thank God for that...I really need the best!

I'll never know how the first doctors would have done and honestly I don't want to test the waters. Doctor C might not be the best but he has confidence and to me that is the most important element of making your patients feel good. I can't say I'm eagerly looking forward to the next week but Doctor C has certainly helped me relax!

Sincerely, Mr. So and So

So, I had this customer...well a couple...and they really, really seemed to like me. I really liked them. They've been in the store a few times and I've tried to "educate" them as much as possible without falling into the "I'm so smart and know it all....blah, blah, blah...thing". I thought I did everything right.

1. Made friends with them
2. Listen to their concerns and what they really wanted
3. Changed them from hardwood (lots of money) to a better flooring (saved them all the way around)
4. Didn't sell them the most expensive floor as a deep discount to "get the sale"
5. Stayed in constant contact and responded immediately to all their questions (love me Blackberry)
6. Measured at their convenience, on a Sunday, after a major snowstorm (roads were horrible) and it was Super Bowl Sunday
7. Stayed there, gave a solid quote
8. Went over seam placement, stair installation, waste

They stopped in several times during the next few days to check what they liked. Everything they said led me to believe they were certainly ready to move forward. They even went so far as to let me know what day they'd be in to "sign the contract".

Then "the day" came and went. No customers. No call. No email. What happen? Should I call? Will that seem pushy? Waited a few more days...still nothing. Finally on Friday,a whole week later, I decided to call. No answer, left a message. Waited, Monday I called and left a message again, still nothing. Wow! What happen?

The doubting starts. I crunched the numbers three different times in the last few days. Should I call and offer a discount? I simply can't! I offered them the best price we had...another discount would mean giving the carpet away. Besides...I'll look like a fool. Mr. and Mrs. So and So...Yes, after not hearing from you in over a week I found a way to get you the same flooring for cheaper! Yeah, totally...and if you wait me out another week I can actually give it to you for free! What to do? I can't afford to have anyone not happy. Did they find the same flooring elsewhere cheaper? Nope, checked that out...the blue and orange vested guys are over the top after you add in all their nickle and dime "stuff". Did I do something to upset them? They were in here one day and I was out on a different measure...could that have upset them? They didn't tell me they were coming in...could they hold this against me? I have a lot on my plate right now...did I complain about my personal life or make it sound like I was to busy to make them my priority? OMG! What did I do wrong??? I have to know!

I did the one thing I said I'd never do...I reached out to them a third time. This was suicide...but I had to know. An email had the chance to bring me my answer. Wish them well and ask "what went wrong?" Maybe they would tell me and I could apologize and ask to be considered for their next project. Maybe it was a price thing? Maybe it was a friend who found them a better deal? Maybe they were offended that I wasn't here when they needed me? Maybe I was pushy? I don't know...but I was hoping to find out.

Finally, twelve long hours later....

Dear Tara,

Life is crazy...broken car, birthday party, sick relative...really want the carpet but holding right now. Send us such and such, we know we missed the great sale....

Sincerely,
Mr. So and So....

The "Sincerely" sealed the deal! They did like me! Big Bob Herself did do everything right! And third time was a charm! They were out of town, didn't get my voice messages (duh, every time I've "talked" to them, it was email). Now, I've not "signed the contract" but I'm pretty confident that my customer is happy and will do business with me.

What I did learn was to be better at follow up! If you have a good feeling about someone and they don't get back to you when they say they will. Don't take it personally. Life happens! Keep them in the loop of all "new" things going on and if you've made friends with them...as I originally thought I did...treat them like friends!

Carpet Scams or Just Stupid??

Let's be honest, if you were sitting at a bar and some creep walked up and invited you to have a drink...would you? NO! What if he tried to convince you he was a nice guy...would you believe him? NO! What if he attempted to "sell" you on becoming a client of his 'business", would you? NO! Even if the guy said he had a million dollars to "invest" in your gorgeous face and would be able to put you on the front of every household magazine...you wouldn't "buy" it. However, a young naive person might "buy" it...and in the end others would say "Oh, honey, you were scammed!" No, honestly, you weren't "scammed" you were "stupid".

Same goes for carpet, you can't be scammed because you are NOT stupid! You are a very smart and intelligent person who has enough common sense to know a lot of basic "stuff" without ever having to invest in a PH.D of flooring!

Common sense "stuff" you know about carpet:

1. put your fingers in/on it....does it feel like garbage...IT IS!
2. is it white? It's gonna stain!
3. is it soft? It can't be strong!
4. if the padding is paper thin, what good is it?
5. does it already look like an un-groomed poodle? It's going to look worse on your floor!
6. sunlight washes out color, don't take the sample outside or to a window to get a better idea
7. nothing, no matter what, is going to let your kids spill koolaid on it and not stain...get rid of "red" food/drinks
8. replace your padding, unless you"re a landlord
9. if you don't LOVE the sample, you won't LOVE the floor...no matter what!
10. thicker, more expensive doesn't mean BETTER...

Common sense "stuff" you know about carpet salesman:

1. If they are wearing an orange or blue vest, selling hammers...they don't know carpet...run!
2. If they remind you of the guy at the bar that you completely blew off last night, run!
3. If all they talk about is warranties, guarantees, stainmaster, traffic master...run!
4. If they have to continually touch you, or invade your space...run!
5. If you wouldn't invite them back to your house for tea and crumpets...run!
6. If you need a measure but would feel "safer" waiting for your honey to get home...run!
7. If you find yourself thinking about last nights dinner, tomorrow football game and can't hear what your salesman is saying...run!
8. If they say more than once "trust me"...run!
9. If you get annoyed, antsy or frustrated...run!
10. If you feel like you are talking to a salesman and not your friend...run!

Are there scams in the carpet industry? Absolutely! Can you avoid these scams 90% of the time? Absolutely! How? By using your common sense! If you don't love the flooring and/or trust the seller, you can't say you were scammed...you were just stupid! If it walks like a duck and talks like a duck...it's a duck! No matter what, even if the salesman says..."ah, but this is not an ordinary duck...it won't leave droppings all over your house"...PEOPLE! It's still a duck! Common sense says...you can't promise me it won't leave droppings, so find someone who will say "ah, but this is not an ordinary duck, it WILL leave droppings BUT with the proper care and knowledge we can help you avoid the duck ruining all your property". NOW you are using your common sense! Yes, the duck will make dropping but you are aware of this and how to care for the mess!

Not all carpet is created equal. If you put your "duck" in the bathroom or over your vinyl flooring, he won't run your flooring. You can still have a duck...you just have to know where to keep him. Same for carpet! You CAN have soft carpet, it CAN be stain resistant but it might not be good for the whole house. I have a gorgeous lilac plush in my bedroom, I love getting up in the morning and sinking my toes into the lush, soft carpet....but I can't wear shoes in my room, my children don't eat in my room and we have no outside doors leading into my room. My bedroom carpet is perfect for my bedroom, not for a living room.

Now, don't get confused...Big Bob Herself knows NOTHING about ducks...but if you want help with carpet...drop me a line!

Yes! I know about flooring...

Where's Big Bob? Right here...sitting behind the desk...looking like an underpaid secretary and not like the owner. I know, laugh now...I'm a women! And yes, I'm ready for the next question...do I actually know anything about flooring??

Yes! I know about flooring...here's what I know:

1. it's something we walk on
2. it requires work to keep it clean
3. if it's hard, I need a broom and mop
4. if it's soft, I need a vacuum cleaner
5. never steam clean soft surface
6. never clean any flooring with anything you wouldn't put on your face
7. hard is more expensive (most of the time)
8. if it's hard, Americans make it better
9. it comes in way to many colors and is often overwhelming to pick
10. soft feels good in bedrooms
11. laminate and/or wood in kitchens/baths is dumb (under most circumstances)
12. berber "wears" longer but isn't yum, yum on the bare feet
13. plush is more fun for kids to sit on
14. hardwood is gorgeous in big grand rooms
15. fiberglass is a quick fix for ugly situations, on a tight budget
16. renters usually don't love the house, like you...buy cheap, prepare to replace often
17. kids, even mine, are careless and crazy...why not down grade their space and upgrade yours
18. once a dog or cat "marks" (you can call it an accident) they will always "mark", when changing your floors, kilz the sub floor...don't think "puppy pad" will do the trick
19. dark colors hide the stains but show every piece of lint
20. light colors (white is not a color) hide the lint and daily grim
21. large tiles in small areas make small areas look even smaller (as do dark colors)
22. diagonals draw your eyes out and make any small area look bigger
23. most women, no matter what they say...hate their flooring 5 years out and want new
24. most men could live on bare floors and be happy
25. most men would take from the "free" pile to just get something, women...NOT!

Wow! I make it sound so simple...like nylon, polyester, twist, fiber count, density, make, model, thickness, "mils", "gauge", warranties, guarantees, scotchgard, stainmaster, rebond, urethane and all the other big words attached to flooring doesn't matter. Well, to be honest...it really doesn't!

Do the colors match? Do your toes feel good when walking on it? Will the kids/animals be able to destroy it? Will looking at that pattern --day in/day out -- drive you crazy two months down the road? What does the BFF think about it? What does the love of your life think? Can you see yourself loving this flooring for years down the road? Do you like to change your flooring every five years or are you looking for a long term commitment? What does your neighbor have and what do they like/dislike about it? What have you been living on...what do you hate about it? Why are you changing your flooring?

It sounds like a lot of questions and most have nothing to do with the make/model of the flooring. Let's get together, talk about what you love and what you see on your floor's future. You worry about what you want and I'll worry about whether it will work!

Mountains of Snow and Fiberglass Flooring

When we moved from the far northeast kingdom of Vermont I figured my days of snow and cold were long gone. I really hate snow...what good does it serve? Alright, my kids love to go sledding and might enjoy skiing if we lived in a snowy place but since we don't, they have no idea what they are missing. Now, this past weekend when we had several inches dumped on our beautiful property, the parents (and the ones who stop stupid ideas before they take effect) were out of town at a convention....in sunny and warm Las Vegas. My children, whom will remain nameless but were of the male gender, decided to build a mountain for their baby sisters to enjoy a bit of sledding. FYI...I doubt very much they built the mountain for the babies but we'll let them believe we believe them. This "mountain" was build on my back porch, centered within inches of the back door, which might not be a major issue if the porch had been built by a real man...but instead was built by an uneducated, much unloved, never will hire him again neighbor--who, upon us first moving here, convinced us he was a great contractor and my mother-in-law (RIP) loved to pieces! The "mountain" was constructed with snow from all over the yard and took...so they say...ten hours to build. As the "mountain" reached within inches of the roof, one of those lovely contractors noticed a "weird looking board by the bricks, that he had never seen before". It was the smarter of the two, lucky us, because he quickly realized it was a board that shouldn't be showing, but was, because our porch was sinking...QUICKLY! To which they quickly got out cameras...must have pictures of the mountain, quickly got out videos recorders...must have video of us "skiing" down the mountain and slowly got the necessary equipment to take apart the much loved "mountain". Once the mountain was gone, they discovered that they had in fact sunk our porch four to six inches and the dilemma of how to tell the parents began.

Should we call? NO! Should we send a text? NO! Should we send them the cute video of us skiing? NO! Should we pretend it didn't happen?.....maybe.....more like a don't ask, don't tell type deal was struck. This tactic might have worked...if they were smarter! When asked "did you use the car yesterday?" correct answer "yes, but only to take the neighbor down the driveway" wrong answer "no...why" wrong answer "no, not yesterday" (they took the neighbor home day before yesterday). When asked "did you have friends over?" wrong answer "no...why?" wrong answer "yes but it was only neighbor boy" (it was neighbor boy and neighbors friend) All the wrong answers led to "I'm going to give you the next five minutes to lay everything out on the table and if you talk now, you will not be punished for anything....if after five minutes your baby sisters rat you out...you will die" I like the speak now or forever hold your peace...as you will be dead later tactic...it's always a winner!

Now, one boy is the smarter one because he noticed things, thinks them out and act quickly---he discovered the wayward board...the other boy is smarter when it comes to "speak now or die". He quickly came up with...now let me tell you a funny story about a mountain we created. He laid the whole story out and of course...I couldn't kill them because they spoke within five minute!

So, I wonder...I can't kill them for the sunken porch...but what about the soaking wet, stinky carpet from all the foot traffic at the doorway? How about being able to kill them for the mud and grim brought in from digging down to bare ground to build the snow "mountain"? Nope, can't kill them...but did make me realize I need to change the flooring at the back door! And being lucky enough to own a flooring store....I have the perfect idea!

In Vermont both the inside and outside is made for mountains and mountains of snow. No carpet at the doorways, mop near by, box outside the house to hold the wet stinky, sloppy socks and boots, porches were made of steel (or at least had mega re-inforced beams) to hold up all the snow...in Virginia not so lucky on any of these details. We are lucky enough to have fiberglass flooring. Water resistant, mildew resistant and will hold up in major traffic! It's not slippery and if the kiddies do loose their footing they won't get hurt (unlike ceramic which could mean a trip to the emergency room). It comes in all kinds of designs from wood grain to ceramic tile. It's really perfect for back doors that have 12' snow mountains built for sisters who want to sled:)

What you can expect...funny, crazy stories of being the only women Big Bob in the nation. Ideas on what to do and not to do with your flooring. How to make an ugly bathroom look fabulous without breaking the bank. The truth about laminate and kitchens! The ugly truth about kids/dogs and other flooring ruiners! How to decide between fiberglass and ceramic. When's the best time to change your flooring. How to take your husband shopping and get the flooring you truly want and make him feel like he's still the man. Basically, flooring from a women's point of view.

What I will avoid at all cost is boring big words that tell you nothing about how beautiful your home could be with new flooring. Actually, if I use big words...I probably don't even know what they mean...do beware! When we shop for a new car, we care about the color, cup holders, leather, radio, seating arrangements and maybe how fast it can go...we don't usually purchase a car because of the size of the engine or how far it can go on one tank of gas. The same goes for flooring...do we really care if it's poly or nylon? We only care if Fido or Sally can stain that bad boy with lipstick!

You'll also find cute stories about customers...although for the most part they will remain nameless...this is to help elevate the stress of shopping for flooring. Hopefully you'll be able to see that buying flooring is suppose to be fun and exciting and you really shouldn't have to monitor your blood pressure before coming to see me:)

Relax...enjoy...flooring is actually a lot of fun! Don't worry if you don't know the size of your room, we have ways to help you figure that out...you do know where your furniture is and how many kids can lay on the floor at one time and that's all we really need to give you a good ball park estimate! Don't stress about not knowing anything about how flooring is made...neither do I...but who cares! You don't know how your car is made but you still love it! Stop worrying about breaking the piggy bank...at Big Bob's you can't!

That being said...let the blogging begin...and if you have questions...let me know:)