Nationwide Retailer: Averting Disaster

The architect for a major nationwide retailer contacted us with an urgent problem:  they had specified a wood floor from another manufacturer for a high-profile installation. 

Problem was, they had been told that the flooring was manufactured in Europe, and that it was available with a short lead-time of 5-6 weeks.  Then, when they placed the order for the flooring, they found that it was in fact made in China and would not be available for 12 weeks or longer. 

The architect, faced with losing face over delaying the project or having to switch the design for the space to utilize flooring that could be purchased off-the-shelf, called Thomas Benjamin.

The Result

• Three fully custom samples. 

• Collaborative design for form as well as function. 

• All in 5 days. 

From disaster, to disaster averted, That’s the TB difference!    

The timeline  

Monday morning, conference call 

The floor was verbally described to us, as photos and samples were not available.  The descriptions were a bit vague and imprecise, but there was enough to get started. 

The first Custom Sample was produced and shipped out by air that day, for delivery Tuesday. 

Tuesday morning conference call  

The first sample was received by the architect and evaluated.  Unsurprisingly, it was not exactly what was wanted, but now with a sample in-hand to discuss, conversations were more productive.  Verbal course corrections were given, and expected traffic, cleaning and maintenance capabilities were discussed so that an appropriate product, with a suitable texture and finish, could be designed. 

Custom Sample #2 was created and shipped out that day. 

Wednesday morning conference call 

The second sample was received and discussed.  TB management suggested an increased level of hand texturing, as this creates an elevated level of visual noise within the product which serves to hide the occasional bit of dirt and grime, and to disguise the inevitable minor damage that would occur in such a high-traffic environment.   

These suggestions were accepted, and Custom Sample #3 was shipped out. 

Thursday afternoon conference call 

Architect was pleased with Custom Sample #3 and sent it to the client for approval. 

Friday afternoon conference call 

Sample #3 was approved by the client’s Store Design department, with a minor change:  due to ADA requirements, maximum slope from the new floor to an existing floor dictated a maximum wood floor thickness of 7/16”, a non-standard dimension.  TB production personnel were consulted, and it was agreed that this was feasible, and no additional sample was required.  Dimension drawings were made and sent for approval, along with price quotes and a lead-time of 6 weeks (for 10,000 sq ft of 100% custom manufactured flooring).

And now, 8 years later?   

Over 1,000,000 square feet of this floor, and subsequent design iterations, installed for this client.