WFCA awards Gold Standard Award to McSwain Carpet and Floors

[Dalton] Scott Humphrey, chief executive officer, World Floor Covering Association (WFCA), has announced the annual winner of the Gold Standard Award for excellence in retailing. McSwain Carpet and Floors, based in Cincinnati, Ohio, took home the honors.  The WFCA Gold Standard Award carries with it a $5,000.00 check, press recognition, a trophy, acknowledgement on the WFCA website and a customized WFCA seal for the winning store’s entrance.

“McSwain stood out from the crowd in many ways but their overall mantra sums it up best ‘to put the customer first and to meet and exceed expectations 100% of the time,’” said Humphrey. “Not only has this store continued to achieve financial growth in a challenging market, they have also netted high ratings in customer satisfaction, retention, and new business word-of-mouth referrals. A true testament of their retail mastery - what some might consider to be the Holy Grail - they have achieved extremely high ratings for ‘employee satisfaction and retention’.”

Recognized by many for outstanding customer service, McSwain has designed unique tactics to keep customers happy and coming back with repeat business, according to WFCA. A pre-installation checklist helps to ensure that everyone involved from the customer to the installer are all on the same page. A company representative is also designated on every job to stay in touch with the customer throughout each phase of the process from ordering to post installation.

“In addition to their stellar track record in business growth, customer relations and employee satisfaction, McSwain also received the highest honors a retailer can possibly hope to achieve from one of the largest flooring manufacturers in the world — Armstrong,” said Humphrey. “McSwain took home the coveted ‘Elite’ award which is only given to the top 2 percent of more than 11,200 independent flooring stores nationwide. McSwain was the only store in the greater Cincinnati/Dayton area that was recognized. According to Armstrong, McSwain represents the very best of what a retailer should be. Consumers can count on them for ‘an expert team of trained product professionals dedicated to helping shoppers choose the right floor.’”