Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for flooring showrooms that have earned the prestigious Diamond Certified award. For Pacific Coast Carpet, Inc., the key to achieving and maintaining high levels of customer satisfaction is consistently providing high-quality, detail-oriented service that’s punctuated by one of the fastest response times in the industry. “Our response to any sort of issue is immediate,” confirms co-owner John Hopfner. “When we get a phone call, we deal with it right away. Not many flooring companies can say that.”

Pacific Coast Carpet has been selling carpeting; area rugs; and ceramic/porcelain, laminate, vinyl/resilient and wood flooring at its Concord showroom since 1975. The family-owned and operated company’s bilingual sales professionals are trained to explain the benefits of different products and help customers choose the right flooring to fit their lifestyles and budgets.

Unlike flooring showrooms that aren’t able to provide quick service because of a limited stockroom, Pacific Coast Carpet keeps a large stock of flooring materials on hand at all times, which means customers receive their new floors almost immediately after ordering them. “Many stores have to order specific materials before providing the final product, which can take several weeks,” says Mr. Hopfner. “That’s not the case with us. Our trained and qualified employees make sure our customers receive their flooring as quickly as possible.”

Another distinguishing feature of Pacific Coast Carpet is the emphasis it places on developing long-term relationships with its customers–an inclusive approach that’s allowed the company to develop a solid reputation and generate countless referrals over the last three decades. “Some of our customers have been coming here for 20 years,” says Mr. Hopfner. “They remember the great experiences they had with us and have seen first-hand proof of the lasting quality of our products, so they feel comfortable returning and referring us to others. Our loyal customer base is the reason for our success.”

Take preventive maintenance steps to keep your carpet looking like new. High-quality carpet can be a significant financial investment, but by performing ongoing maintenance in between professional cleanings, you can significantly extend its life span and increase its aesthetic value. Consider the following tips for maintaining your carpet:

Don’t track dirt inside. Placing walk-off mats outside all entrances will help absorb soil/moisture and trap excessive dirt, sand, grit, oil, asphalt or driveway sealer that might otherwise be tracked into your home. Clean the mats on a regular basis so they don’t become sources of soil themselves.

Use a quality carpet pad. A good pad gives better resilience and comfort underfoot and can extend the life of your carpet, especially on stairs. Some carpets carry warranties with specific density and thickness requirements, so make sure you review your warranty before making a purchase.

Occasionally move heavy furniture. In addition to renewing the feel of your room, moving furniture will help avoid excessive pile crushing. Also, consider using carpet protectors under the legs of tables, chairs and other furniture to help distribute the weight. Damage can occur if you use chairs or appliances that have rollers or casters without a chair pad designed specifically for carpet.

Protect carpet when moving furniture. When moving heavy, wheeled furniture (pianos, buffets), prevent damage by placing a protective barrier of heavy cardboard or plywood between the wheels and the carpet.

Reduce periods of direct sunlight. Protect your carpet from prolonged periods of direct sunlight with blinds, shades or awnings.

Vacuum frequently. Walking on soiled carpet allows soil particles to work their way below the surface of the pile, where they’re far more difficult to remove and can damage the carpet fibers. Frequent vacuuming removes these particles from the surface before problems occur. For rooms with light traffic, vacuum traffic lanes twice a week and the entire area once a week. In heavy traffic areas, vacuum traffic lanes daily and the entire area twice a week. Up to three passes of the vacuum will suffice for light soiling, but five to seven passes are necessary for heavily soiled areas. Change the vacuuming direction occasionally to help stand the pile upright and reduce matting.

Select the best vacuum for your type of carpet. Use a vacuum with a rotating brush or combination beater/brush bar that agitates the carpet pile and mechanically loosens soil for removal. Remember: Carpet with thick loop pile construction (particularly wool and wool-blend styles) may be sensitive to brushing or rubbing and may become fuzzy. In addition, shag (or cabled) styles with long pile yarns tend to wrap around the vacuum’s rotating brushes, which can cause damage to the yarn. For these carpets, use a suction-only vacuum or a vacuum with an adjustable brush. If your vacuum has a beater/brush bar, test it in an inconspicuous location before regular use to make sure it doesn’t produce excessive fuzzing.

Q: Do you offer carpets from a variety of suppliers?

A: Yes, we offer a wide variety of carpeting from top manufacturers like Anso and Stainmaster, as well as several lesser-known brands that are of equally high quality.

Q: Are your installers your own employees or subcontractors?

A: Technically they’re subcontractors, but they work exclusively for us and most have been with us for more than 15 years. We don’t use temporary workers or day laborers—all our installers are trained and experienced professionals.

Q: Do you move furniture before installation?

A: Yes, and our installers are insured, so there are no issues with damage or liability.

Q: Is your carpet recyclable?

A: All the carpeting we sell is 100 percent recyclable, including the padding. We’re big proponents of recycling carpet—not only does it help the environment, it’s also less expensive than using a landfill. We’ll even recycle your old carpet for you if you bring it in.

Q: What type of carpet should I choose if it’s going to be exposed to a lot of sunlight?

A: Natural fibers (like wool) fade more than synthetic fibers when they’re exposed to sunlight, so we recommend either synthetic fibers or window treatments that reduce light.

Q: What choices do I have when it comes to hardwood flooring?

A: There are two basic choices: solid and engineered. Solid planks are created from a single piece of wood and last for many years. Engineered planks are made from several layers of wood (with a core of plywood or HDF) and are designed to withstand higher levels of humidity. The type you choose is really dependent on your specific needs.