Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for flooring companies that have earned the prestigious Diamond Certified award. For California Custom Carpets, the key to keeping customers happy is simple: focus all its efforts on removing the stress from their floor buying experience. “We know the process of choosing new flooring can be stressful, so we offer a low-pressure environment with knowledgeable staff members who guide our customers through the process,” says Store Manager Curt Glaze. “By gaining an understanding of their circumstances, we can give them all the information they need to make smart decisions.”

California Custom Carpets has been offering carpet, hardwood, laminate and tile flooring products at its Dublin showroom since 1976. The company’s inventory also includes products like custom area rugs and window coverings, and its technicians have the training and equipment to install flooring for residential and commercial clients throughout Alameda and Contra Costa Counties.

Unlike less experienced flooring companies that overcharge their clients for both products and installation services, California Custom Carpets offers straightforward pricing in every aspect of its operations. “We keep our overhead costs low, so we don’t have to artificially inflate our prices just so we can lower them when we have a sale,” explains Mr. Glaze. “Each quote we provide is priced according to the size of the job and the actual cost of the materials, with no exorbitant markups. It’s honest pricing with honest value.”

Another distinguishing attribute of California Custom Carpets is its objective approach to customer service. “It doesn’t matter if a client wants to redo the floors in their entire house or just in one room, we treat their job with the same level of respect,” affirms Vice President Beverly Kent. “I can’t tell you how many times a customer has chosen us over a competitor merely because they liked the way we treated them.”

If you’re planning to sell your home, consider the benefits of upgrading its flooring.

When it comes to selling a house, homeowners naturally want to get the highest price they possibly can. That’s why they often invest in upgrades to increase their property’s appeal to potential buyers, as well as its actual resale value. One common upgrade is replacing or refurbishing flooring. Whether you’re thinking about replacing your carpet or refurbishing long-neglected hardwood floors, upgrading the flooring in your home can be an effective way to get more value out of your sale.

However, it’s important to understand that the value gained by upgrading flooring can vary significantly depending on the nature of the upgrade. “When it comes to upgrades, flooring falls into two categories,” says Curt Glaze, store manager of California Custom Carpets in Dublin. “Installing new carpet or vinyl flooring is considered a cosmetic upgrade, whereas installing hardwood or tile flooring is considered a construction improvement. The latter can actually increase the appraised value of your home, whereas the former will just make your home look nicer for buyers. However, in the end, either measure can potentially help you sell your home for a higher price.”

For this reason, when upgrading the flooring in your home, Mr. Glaze recommends being sure of your purpose. “If you have some money to invest in upgrades, it may be worthwhile to install an expensive flooring product that can increase your home’s appraisal value,” he suggests. “Keep in mind that the cost of installation will factor into your overall expense, so it’s important to do the math and look at cost versus value. On the other hand, if you don’t have a large budget for upgrades, an economically priced carpet or vinyl flooring product can effectively showcase your property for a much lower investment.”

Q: Do your products ever go on sale?
A: We don’t really do sales—we view them as marketing gimmicks. A lot of flooring showrooms artificially inflate their prices just so they can lower them to have sales. In contrast, our products are reasonably priced to begin with.

Q: What’s the difference between solid hardwood and engineered hardwood?
A: Solid hardwood is a natural wood plank; engineered hardwood is a veneer of natural wood on top of a multilayered substrate. Engineered products offer several practical advantages—unlike solid hardwood, they can be installed anywhere and they don’t expand or contract with changes in temperature or humidity. They’re also less expensive than solid hardwood products.

Q: What’s the best carpet for my home?
A: A lot of people focus on the look of their carpet, but it’s also important to factor in things like lifestyle and budget. Carpet is categorized by the type of fiber it’s made from, such as polyester, nylon, SmartStrand or wool. All of these fibers have different characteristics and price points, so you have to ask yourself some questions. What type of lifestyle do you have? Are there young children or pets in your house? Are you planning to move in the near future? These questions (along with your budget) will help guide your decision.

Q: What’s your advice on carpet color?
A: Go as dark as you can stand to. White carpet is lovely, but it’s extremely hard to keep clean. Typically, a carpet’s color will look lighter when it’s installed than it does at the showroom, so that’s something to keep in mind. Basically, it’s all about finding a balance between having a color you like and having a color that’s practical for everyday living.

Q: Do you offer laminate flooring?
A: Yes, but we recommend choosing a rigid core vinyl product instead. Today’s vinyl flooring is comparable to laminate in price, but it offers better durability and looks just as good or better.

Q: Do you sell area rugs?
A: We don’t stock area rugs, but we do make them to order. When we stocked area rugs in the past, it always seemed like they weren’t the right size, color or price point. We realized that if we custom-made rugs instead, we could provide exactly what our customers were looking for. We can make area rugs out of any of the carpet materials in our showroom, and they can be very ornate with borders, inlays, and other features.