In the service industry, the client is always right. Except when they’re wrong.
What happens when people tell you what they want, but it’s not what they need?
While most partners select our team to help them determine the right solution, in some instances a client requests flooring that we know won’t provide optimal performance. Placating clients is not an option. Collaborating for the best possible outcome however, is our sole mission.
Black Bear has emerged as the leading coatings and commercial flooring expert in the Northeast – not by racing to install the fastest product – but rather by meticulously engineering longer-lasting solutions. We make this distinction because we aren’t in the business of just getting the job done. We’re in the business of getting the job done RIGHT.
The Black Bear team has over 30 years of combined experience in this highly specialized division of contract labor. We’ve tested and created products and installation procedures that have set industry standard. I feel confident in saying, we’ve seen it all, including a recent downside to our niche industry that has developed. An uprising of inexperience cashing in on a lucrative sector has resulted in casualties of flooring with costly repercussions.
Concrete coatings technology has evolved to become a viable solution used in just about every industry. This popularity has brought forth a host of charlatans promising quality and affordability at an expedited pace. Much to the dismay of businesses and GCs looking to save a buck however, these quasi-professionals’ obliging pacification are masking minimal knowledge and fewer experienced installers.
Clients defeated by the ill-equipped turn to Black Bear to help finish the job. We’ve witnessed the failures of botched construction, and attempts to pass off substandard floors with obvious compliance violations. We’ve speculated the reasoning behind products that should never have been used – only to surmise that it was either the customer’s own selection or the cheapest option.
A small subset of veteran professionals that understand the mechanics of this industry will help clients avoid the pitfalls of fly-by-night contractors and misguided solutions. Due diligence on the part of the client is necessary to minimize ramifications of inferior product and labor.
Need vs. Want
You’ve got a vision. We want to make that vision a reality. Though never at the expense of durability and integrity of flooring. Sometimes we disagree with our clients’ initial choice of product. The fool-hearted would say that translates into lack of customer service. We know better. And rather than debate the issue we focus on introducing the client to something better, something unexpected.
Black Bear works with you to present the best possible options for your business and your space. We are thorough, strategic, and downright fastidious because we have the best interests of our clients in mind. We’re not afraid to push the envelope and experiment with techniques to engineer individualized solutions – in fact we thrive on the challenge.
Black Bear’s unconventional, yet highly successful approach to coatings construction is recognized for excellence. From the initial on-site consultation to project completion, we remain steadfast in our commitment to honesty and integrity in everything we do.
We aim to deliver the best commercial and industrial floors. We do so with unmatched skill and support. Level of service isn’t necessarily judged by the customer always being right. It may be epitomized in the expertise to be candid about what the right solution really is.
To determine the most cost-effective flooring solution for your business, download our checklist, “Get More Value from Your Commercial Floor,” to learn more.