Sunday, April 28, 2019

NOT RECOMMENDED: Eagleson Flooring In-Home Pre-Sales Consultation (Kanata)

This is based on a single interaction so it may not be the case for getting actual work done but this one instance immediately took Eagleson Flooring off the list.

We were looking for an in-home consultation for an existing kitchen floor tile replacement. I filled out the contact form on their site and waited. I was really surprised that I received an email THAT DAY (Saturday) and the discussion went really well. We were scheduling a time for the following week and I was really looking forward to it.

Then the phone call came. I explained what we were trying to do and rather than offer options, the project manager said "come into our store" (despite asking for an in-home consult) and actively discouraged us from doing the job because the tile was already there, citing higher expenses. If they were the only company we were looking at, we would have come away extremely disappointed. Luckily, we found another company that we decided to use - I will come back with a review once the job is done but our hopes and consultation experience was MUCH better).

Look - I appreciate that not every employee is aware of what their web site says or offers but if you are going to offer "in-home" consultations, then come with an open mind and try to address or evaluate the request.

Maybe Eagleson Flooring does a better job with "in-store" consultations and we didn't experience the installation process, which may be great, but that's because their "in-home" or initial sales consultation process turned us off and took them out of the running.

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