As I entered Big Bob’s Outlet at 3920 S. Noland Road in Independence, I was immediately taken aback by the size of this retail store, about 12,500 square feet on two levels. The next surprise came as I was greeted with a warm, cordial “Hello, How are you?” Later while I was interviewing Charlie King, flooring specialist, he explained that they call this “crown the customer” and the company really wants the customer to feel at home.
I certainly did.
Today it’s new flooring
When I spoke with Joe Guiot, senior sales specialist and store manager, I asked where the name of the company, Big Bob’s, originated since the founder’s name is David Elyacher.
“Originally, David wanted to name the company ‘Big Bucks’ or ‘Big Dave’s,’” said Guiot. “But a PR agency convinced him that customers would not trust a company with these names and persuaded him to name the company, ‘Big Bob’s.’”
Guiot said that the owner began his floor covering career as a retail carpet salesman and eventually became a mill representative. In 1983 the Elyacher family moved into a home where their furniture did not match the style of the existing carpeting. The carpeting was in very good condition and Elyacher decided to sell the used carpeting and placed an ad in a local newspaper. He was overwhelmed with the response. Within nine days, Elyacher opened his doors with a new business that sold slightly used carpeting.
Since then the company has evolved several times. It now sells only new flooring, which includes carpeting, laminated flooring, tile, linoleum, and natural stone like marble. This can be found on the first floor in the Independence store and on the second floor there are furniture and mattresses. No electronics or appliances are sold.
Company growth
Guiot said the company has grown to 52 stores nationwide. In addition to Independence, there is an outlet in St. Joseph and corporate headquarters is at 10001 West 75th St., Shawnee Mission, Kan. The other stores are franchises. In Independence the retail store employs nine full-time sales specialists and office staff.
“This store is up in sales,” said Guiot. “In 2009 we were up 42 percent over 2008, which is really good considering the economic times. In fact, our store won a national award for sales from Big Bob’s corporate headquarters.”
Marketing
The store has a great philosophy about marketing. They sincerely believe that serving the customer is first, which has resulted in being in business for over 25 years.
“Do the right thing for the right reason 100 percent of the time,” said King. “That’s what we do best. We have a good return of customer loyalty. A storefront doesn’t generate traffic; it’s the sales people that do.”
