On March 6, 2020, before the full scope of the coronavirus pandemic began to sink in, The Floor Store threw open its doors for business. Shortly after, home sales and renovation projects spiked at an unprecedented rate.
While Robbie Bolt, general manager of The Floor Store in North Chesterfield, Virginia, has several years of flooring industry experience in sales and distribution, nothing could have prepared him for being part of a business launch during a global pandemic.
An estimated 45% of businesses in the United States suffered employment hardship, with the retail sector’s overall payroll impact estimated at 46.8%, according to Census.gov.
But Bolt and his team had a mission that included a maverick approach to keeping inventory on hand, a commitment to stellar customer service and a willingness to adjust and be flexible along the way.
Since that March opening, The Floor Store continues to flourish, becoming the region’s “go-to” professionals for residential flooring needs.
“You have to figure out what’s working, what’s not. And you have to adjust to things post 2020. People’s expectations are different,” Bolt explained.
When he began working in the retail flooring sector, customers were driven by color, style and price point. For today’s customer, it’s all about timing.
“Now people come in, and they want to know how soon they can get it,” Bolt said.
Because The Floor Store sits inventory in a sweet-spot — enough to meet orders quickly and offer great value to customers — the company’s ability to turn stock orders into completed projects in about a week has become a major factor in its business model.
“In our business, a week is a great lead time, and people really like that,” he said.
When supply chain problems snarled materials deliveries between 2020 and 2022, and construction materials — from raw to finished products — became more scarce and costly, The Floor Store had inventory on hand. That meant savings and discounts were passed onto customers.
“While other retailers were telling customers it was six to eight weeks minimum, we were able to turn around projects in a week. Then the Realtors found out about us, and business really took off. That’s when we became an industry player,” Bolt said.
Special orders may take two to three weeks — still a fraction of many other companies’ lead times of six to eight weeks or longer.
In addition to inventory and quick installation, Bolt credits the company culture they’ve built since that March grand opening.
The Floor Store employees are invested in customer service and the company’s success.
From warehouse and sales to design and installation staff, plus abundant flooring options including hardwood, luxury vinyl plank and tile, ceramic tile, carpet and area rugs — all with value price points — The Floor Store is built to exceed customer expectations.
“The service we offer makes a big difference. People come in and have a pleasant experience because we have a large stock selection. We still want to have that small mom-and-pop store feel,” he explained.
A preserved architectural feature of a former toy store location is a nod to The Floor Store building’s past.
“We refreshed and modernized the front of the building, and we kept the massive glass façade — it goes 60 feet in the air. We thought it was pretty cool, so we kept it,” Bolt said.
The Floor Store is located at 1257 Carmia Way, Chesterfield, Virginia. For more information, call 804.464.4338 or visit thefloorstoreva.com.
