Flooring Xtra Hornsby: From 17-Hour Days to Three Stores
The latest episode of The Underlay hits the road again, with Matt and Clever Choice Floors GM Michael Roberts dropping into Flooring Xtra Hornsby for a cracking conversation with Leigh and Luke about flooring, business, customers and everything that happens behind the showroom doors.
What starts as a chat about the Christmas rush quickly becomes a fascinating look at how a flooring business grows. From the early days of 16- and 17-hour shifts, cutting carpet, taking deliveries and running the showroom, through to building a successful operation across Hornsby, Castle Hill and Chatswood, the boys share the work and sacrifice that customers rarely see.
There is plenty of business talk too, including hiring the right people, learning to delegate, building a strong team culture and recognising when adding staff who don't directly generate sales can actually unlock the next stage of growth. Today, the three-store operation has built a sizeable team where staff regularly work across locations to help each other get the job done.
Of course, it wouldn't be The Underlay without getting deep into flooring. The conversation covers changing product trends, hybrid, vinyl, cork, VOCs, sustainability and the growing amount of misinformation customers encounter online.
The conversation also covers one of the industry's biggest evolving topics: floor preparation. Leigh explains why they now address prep from the start of the sales process, helping customers understand what might be required before installation rather than getting an unwelcome surprise later.
Perhaps most importantly, Leigh and Luke explain their approach when something goes wrong: don't hide from it, don't walk away, fix the problem and look after the customer. It's an attitude that has helped build repeat business, referrals and a strong local reputation.
Another episode packed with laughs, lessons and plenty of flooring talk.
Because remember, flooring ain't boring!
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