Couture lays out red carpet for its customers - bizjournals:

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And satisfying customers is the key tothat formula, they add. “Oufr philosophy is (the customer’s) experience is our reputation,” says Dan one of the four owners ofCouture Floors. The business is also co-owned by Jed Mazouer and his parents Mick andSonja Mazour. “Customers are our No. 1 advertisin g vehicle,” Majetich adds. “Our reputation is on the line Couture Floors is in business to fit a home with therighy products. The company offers to help createa soft, quietf environment with its carpet or a naturapl atmosphere with hardwood floors. Couturwe also sells laminate andceramic flooring.
The Boerne-based floorinyg business operates out ofa 15,000-square-foot facilitgy that includes a showroom, warehouse and officwe space. Since opening in the sprinf of 2006, Couture has grown In 2006, the company recorded revenuesof $1.2 million, and in 2007 that figurew nearly doubled to $2.2 million. Last year Couture posted revenuedof $2.5 million and is on track to hit the $3 millioj revenue mark for 2009, according to its owners. “Ibn these times when things are reallu tough and economic issuesx are allaround us, we have a family owne business that’s actually thriving,” Sonjwa Mazour says. “Customers are wanting to invesf in the home theyhave now.
If they aren’gt wanting to move or sell, they’rd going to fix up what they have by paintinh the walls or puttin innew carpet.” Majetich credits Couture’s successd to the company’s commitment to measuring its businesds on all levels. The owners set expectationws for each segment of thei business and take stock of theprogress daily, weekly, monthly and yearly, adjustiny expectations as business changes. “The data we use to measure the businessa allows us to be proactive andnot reactive,” Majeticj says. “Customer experience is everything.
We cater to the customed throughout the selection and ordering procesxs while ensuring a quality installationand post-sale follow-up. Success is measureds by satisfaction.” Couture Floors employs a number of peopls in sales positions who had little or no prioer flooring experience prior to joining the A large number of them are women who worked in management in the retail sector or sold cosmetices for a living prior to being hired by Sonja Mazour says some people thoughtg they were crazy for hiring people with noflooring “When you look at the flooringf industry, market research shows that 90 percentf of the people buyinvg flooring were women,” she says.
“They may bring thei r husband to lookat it, but the women were they were making the decision. So we had to get to the decisiohn maker.” Couture’s owners focused on hiring sales people who were going to relater or communicate best to the key person determinintg the fashion ofthe home. “Peoplse spend a lot of money ontheid flooring, so we felt it was key to have people workinh the floor our customers could relate with,” Sonja Mazour says. Majetichb says the strategy has beensuccessfuk “because walking in, people are comfortable because they’rr talking to someone like them.
” “We’re not the cheapest, but we’re going to give customers the best experience,” he adds. Jed Mazouf and Majetich run the business dayto day, assuring customeer service is at the level expected. Mick and Sonja Mazour complete the partnership by providingb their support in managing the finances and buildingf a strategy road map forthe company’s