Couture lays out red carpet for its customers - bizjournals:

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And satisfying customers is the key tothat formula, they add. “Outr philosophy is (the customer’s) experience is our reputation,” says Dan one of the four owners ofCouturr Floors. The business is also co-owned by Jed Mazoudr and his parents Mick andSonjaa Mazour. “Customers are our No. 1 advertising vehicle,” Majetich “Our reputation is on the line daily.” Couture Floors is in busines s to fit a home with therighy products. The company offers to help creatwea soft, quiet environment with its carpet or a naturall atmosphere with hardwood floors. Couture also sells laminate andceramicc flooring.
The Boerne-based flooring business operates out ofa 15,000-square-foof facility that includes a showroom, warehoused and office space. Since opening in the spring of Couture hasgrown steadily. In the company recorded revenuesof $1.2 million, and in 2007 that figuree nearly doubled to $2.2 million. Last year Couturre posted revenueof $2.5 million and is on traci to hit the $3 million revenue mark for 2009, accordingv to its owners. “In these timee when things are really tough and economic issuesz are allaround us, we have a familyg owned business that’s actually thriving,” Sonja Mazour “Customers are wanting to invesr in the home they have now.
If they aren’t wantinb to move or sell, they’re going to fix up what they have by painting the walls or puttinv innew carpet.” Majetich credits Couture’s successz to the company’s commitment to measuring its busines on all levels. The owners set expectations for each segmenf of their business and take stock of theprogreszs daily, weekly, monthly and yearly, adjustingf expectations as business changes. “The data we use to measurw the business allows us to be proactivde andnot reactive,” Majetich says. “Customer experienc e is everything.
We cater to the customee throughout the selection and ordering process while ensurinbg a quality installationand post-sale follow-up. Succesas is measured by satisfaction.” Couturew Floors employs a number of peoplse in sales positions who had little or no priord flooring experience prior to joiningthe company. A largr number of them are women who workedf in management in the retail sectof or sold cosmetics for a living prior to beinbg hiredby Couture. Sonja Mazour says some people thoughgt they were crazy for hiring people with nofloorinhg experience. “When you look at the floorin g industry, market research shows that 90 percen t of the people buying flooring were she says.
“They may bring their husband to lookat it, but the wome were buying, they were making the So we had to get to the decisio n maker.” Couture’s owners focused on hirintg sales people who were going to relate or communicatew best to the key person determining the fashion of the home. “Peoplse spend a lot of moneh ontheir flooring, so we felt it was key to have peoplew working the floor our customers could relatde with,” Sonja Mazour Majetich says the strategy has been successful “becauswe walking in, people are comfortable because they’re talkiny to someone like “We’re not the but we’re going to give customersw the best experience,” he Jed Mazour and Majetich run the businesss day to day, assuring customer service is at the levelo expected.
Mick and Sonja Mazour complete the partnership by providing their support in managing the finances and building a strategyy road map forthe company’s operations.