Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for carpet companies that have earned the prestigious Diamond Certified award. For City Carpets, customer satisfaction is a direct result of a balance between providing vast amounts of high-quality flooring products and offering personalized, client-oriented service. “We stand out because we carry a huge breadth of products–more than most of our competitors–but we also emphasize the importance of service in everything we do,” says Leigh Bakhtiari, who owns the company with her husband, Hossein. “Our sales staff has been with us for at least 10 years, so they really know what types of flooring work best for different households.”

City Carpets has been providing and installing premium flooring products for residents of Marin and Sonoma Counties since 1993. The company’s comprehensive San Rafael showroom carries carpet; area rugs; and hardwood, laminate, natural stone, tile, vinyl, bamboo, wood and cork flooring from several top manufacturers, including Stainmaster, Amtico, Fabrica, Wilsonart, Pergo, Armstrong and more. It’s also the only Stainmaster Flooring Center® in the North Bay, which allows it to offer exclusive Stainmaster carpet warranties that aren’t available at regular flooring stores.

Unlike carpet showrooms that take a hands-off approach to helping customers select products, City Carpets’ experienced salespeople are trained to help each client find flooring that’s right for their particular needs. “We start by asking a lot of questions,” explains Mrs. Bakhtiari. “We assess the customer’s lifestyle and find out what they have in mind for their home. This information allows us to determine if the customer is looking for a long-term product or if they’ll change it out in five years or so. That way, we can recommend the best possible flooring product for their particular situation.”

Another distinctive feature of City Carpets is the ongoing training it provides for its salespeople and installers. “We strive to keep our employees up-to-date on the latest flooring products and industry trends,” says Mrs. Bakhtiari. “We have weekly meetings with our sales staff to make sure they know about the newest products and offers, and we train our installers annually on the most current installation methods and techniques.”

To effectively remove makeup stains from carpet, it’s important to use the right cleaning solutions. Makeup, lipstick and other cosmetic products contain large percentages of wax and dye, so when they’re accidentally spilled on carpet, they can be difficult to remove without the proper knowledge and cleaning products. The keys to successfully removing makeup stains from carpet are to scrub in a manner that doesn’t drive the material deeper into the pile and use cleaning solutions that contain chemicals that react specifically to the components of the makeup. You should call a professional carpet cleaner if the stain is too large or deep, but there are some basic steps you can take before making that decision.

Nail polish remover (for nail polish stains). Two types of nail polish removers are available. The first contains acetone, which is a dry cleaning solvent. When using this type of nail polish remover, follow the same precautions as with other dry cleaning solutions. The second contains amyl acetate, which is used in many paint, oil and grease (POG) removers. Most POG removers leave residues that can cause rapid soiling, so make sure to always rinse the affected area thoroughly with a dry solvent.

Solvent (for oil-based products). Whenever possible, use a non-flammable spot removal solution (or dry cleaning-type solvent). Exercise caution when using a solvent—never pour it directly onto the carpet or allow it to reach the backing, because it can damage the latex that holds the primary and secondary backings together. Acceptable solvents include Carbona®, Energine®, K2R® and Goof-Off®.

Detergent solution (for non oil-based products). Mix 1/4 teaspoon of a liquid dishwashing detergent per one cup of lukewarm water (never use a stronger concentration). Use care when selecting a detergent—don’t use laundry detergents, because they usually contain optical brighteners (fluorescent dyes) that can dye the carpet fiber, and don’t use an automatic dishwasher detergent, because it may contain a bleaching agent that will destroy dyes and some fibers.

Ammonia solution (for oil-based products). Mix one tablespoon of ammonia per one cup of water. Be aware that if ammonia is used improperly, it can cause a color change in the carpet. Test a hidden area of carpet before proceeding.

Vinegar solution (for oil-based products). Mix one cup of white vinegar per two cups of water. White vinegar is a five percent acetic acid solution; it’s used most often to lower the alkalinity caused by detergent solutions or alkaline spills.

Warm water. Use lukewarm tap water to rinse cleaning and detergent solutions from the carpet fiber. Failure to completely rinse the solutions from the fiber may cause accelerated soiling.

Q: Everything looks good in the showroom. How will I know if it’s going to look good in my home?

A: We have unique tools that can help. One fabulous device called a light box lets you see how sample—as well as pillows and paint swatches—will look in your home. Our cushion selector can replicate the feel of a carpet underfoot. And you can always count on our highly knowledgeable staff to make recommendations.

Q: Tell me about your warranty.

A: For carpet, we actually have one of the most comprehensive warranties in the industry. We have a 90-day satisfaction guarantee. We only ask that you live with the carpet for 60 days. Then, if you decide you don’t like it, we’ll change it. And there’s no charge for the product, only a small installation fee. If you’re worried about carpets wearing out, you’d be surprised how long carpets last these days. If anything, you’ll probably tire of it before it actually needs replacing—and hopefully you’ll never tire of it!

Q: What about price?

A: We don’t believe in focusing exclusively on price. Instead, we look at value. These are top-of-the-line carpets that are beautiful, extremely durable and carry the best warranties. They’re also very stain-resistant. City Carpets isn’t going to sell you something that’s going to fall apart after a few years—not at any price.

Q: I’ve heard a lot about Green flooring. What is it and why should I consider putting it in my home?

A: Flooring materials can come at a large environmental cost. Today, Greener materials are available that are more environmentally responsible. They’re made from renewable resources and are less polluting in terms of the manufacturing process and don’t throw off toxic fumes or gasses, so they make for healthier indoor air quality. There are many Green flooring materials available, so you’ll be able to find the value, prices and exact look you want. At City Carpets, we have range of Green flooring from natural materials like stone, cork and bamboo, to more traditional carpeting, linoleum and tile. Our designers can help you choose the right material that fits your style and your budget.

Q: Do you have to order the flooring products I want or do you have them in stock?

A: We usually have to order carpet. We have a large selection in stock, but with the sheer number of carpet choices and colors available, we still have to order it most of the time. It generally takes one week—two at the most—to receive the product, and we set up the installation date before the material arrives, so there’s no extra delay.

Q: How long will it take to install my carpet?

A: It varies with the type of carpet and size of the room, but installation usually only takes one day.

Q: Do your installers move furniture?

A: Yes, we can help with that.

Q: What’s your stance on jobsite cleanliness?

A: Installing flooring can be a messy job, but our installers wear booties to protect new floors—whether it’s carpet or hardwood—and they vacuum and clean up after themselves. When the job is done, we’ll conduct a walkthrough to make sure everything meets your expectations.

Q: Do you use subcontractors?

A: No. All our installers are our employees.