Casa Madera Hardwood Floors owner Peter Pocrnic was inspired to open his own custom flooring store after working for one of the leading flooring distributors in Canada for around five years.
"From what I saw, I wasn't happy with how many of these retail stores were serving their clients," Pocrnic says. "I decided it was something I wanted to embark on for myself. Eighteen years later, and I'm still doing it."
Casa Madera Hardwood Floors has a reputation for excellence in its community, including being the winner of Burnaby's Best Flooring 10 years in a row, as voted by readers of Burnaby Now.
When considering their strong customer loyalty, Pocrnic credits Casa Madera's unique approach to customer service for resonating with clients, who have returned many times over the years and referred their friends and family to his store. Being personable, approachable, and educational is part of the store's values. They are committed to providing great value and high-quality service.
“We have a unique way of doing business,” he explains. “We’re open Monday to Friday by appointment, so we can give all our time to the client.”
“The whole point is that people are making a big investment, and you want to be really detailed about the process.”
Casa Madera supplies and installs a wide variety of solid, engineered hardwood, and laminate flooring, including prefinished hardwood flooring and luxury vinyl tile flooring. They install steps with stair treads or flooring with stair nosings. They also refinish existing hardwood floors.
“We like to educate our clients. We break down everything, so they’re aware of the charges,” Pocrnic says.
“I’m not a typical retail store. That’s the way we choose to operate, and I prefer it, as well.”
One of Casa Madera's most important steps with its customers is the essential role floor prep plays in installation. Frequently, floors aren't flat, so they need to prep the area with self-levelling concrete before laying down new flooring.
"If we don't do that, the job's a failure," Pocrnic describes.
"I value craftsmanship, and if we can't do the prep, we can't go ahead with the work because we stamp our name on the finished product."
Pocrnic and his staff will take customers through every step of the process when choosing new flooring. First, clients can come into the store to choose colours, then the Casa Madera staff will come out to the location of the new floor to do measurements, and finally, they will provide a detailed quote.
"After we do a price quote, we encourage customers to ask all questions, so there are no surprises," Pocrnic says.
Once the flooring is installed, Casa Madera is committed to customer satisfaction.
"We follow up with our work. If there are problems, we come back and fix the job," Pocrnic says.
To learn more about the services offered by Casa Madera Hardwood Floors, visit casamaderafloors.com or in-store at 3744 Hastings St. in Burnaby.