Susan Liu owned a restaurant and worked as a general contractor for more than a decade. Now she’s a franchise owner of Floor Covering International, which she says “represents the culmination of my years of entrepreneurialism.” In addition to working on single-family homes, Liu competes for commercial projects. She spoke with VEGAS INC about how her past experience helped prepare her to own this business, her management style and the disconnect between the customer is always right and the customer is a micromanager.
How did your time as a general contractor help when it comes to Floor Coverings International?
It helped me better understand the installation process and how the construction side of things works, making the transition quite smooth. The only thing I had to learn as I segued into my position as owner of my Floor Coverings International was more about the products we offer. Floor Coverings International owners have a reputation for being experts in the flooring solutions they provide, so I wanted to be sure that I lived up to those expectations.
What was the biggest adjustment from running a restaurant to owning a mobile flooring business?
In the restaurant business, when you’re the owner, there is a lot of work that requires constant, daily involvement. With Floor Coverings International, I have a team that can help me with the daily tasks, and it is easier for me to delegate duties and manage my staff.
A lot of people have the misconception that owning a business is inherently easier to run because they think you can share the company’s responsibilities with others, but that’s definitely not the case in the restaurant industry.
What did the restaurant industry teach you about business and customer service in Las Vegas?
The customer is always right. No matter what industry you are in, you have to be respectful of the client and appreciative of his or her needs. A happy and satisfied customer means not only returning business, but referrals for new business as well.
The restaurant industry is particularly valuable for teaching this fact. You won’t get far in that field if you don’t learn to heed the customers’ every beck and call. It really is baptism by fire, and you become a better owner for it.
What is the most challenging part of your job?
It would probably be the manufacturer-direct buying. It requires a strong understanding of all of the products we have. You become a better salesperson for the knowledge you obtain, but getting that knowledge takes a bit of time.
What has been the most rewarding part of your job?
Everything about the job is rewarding. I find working toward big accounts and commercial clients to be especially rewarding because you get the chance to witness the results of your work on such a grand scale. Trying to get accounts such as a flooring contract with Mandalay Bay, for example, is something that keeps me on my toes and excited to begin each business day.
What are you reading right now?
I’m very busy with work, so when I get a free moment, I browse the Internet to keep up on news. I think all business owners should keep up on current events. Beyond learning about trends pertinent to the flooring industry, keeping abreast of the news lets me be a more well-rounded individual in general, and I think that’s reflected in how I run my business.
What do you do after work?
Since I just opened, there is a lot of work to be done, so I usually bring work that needs to get done home with me to prepare for the coming work day. In many ways, being a business owner is a 24-hour job. Whether that’s a good thing or a bad thing is entirely dependent on how you spread that work throughout the day.
Describe your management style.
I am all about teamwork. I like to make sure everyone on my team is working together and is on the same page to reach the end goal. We have a lot of moving parts that have to work together to ensure that we do the best job possible. The office work is just as important as the actual installation process, so it is important that everything is treated with equal levels of importance. To that end, team cohesion is imperative.
Where do you see yourself and your company in 10 years?
I would like to have multiple locations. Ideally, I would like to own all of the Las Vegas market and the surrounding areas. Floor Coverings International has given me a level of support that makes that goal less a dream and more of a distinct probability.
Whom do you admire and why?
I admire the coaches at Floor Coverings International. They are great at supporting us and really help teach us the business and techniques to help us succeed. The coaches take what otherwise would be a difficult job and make it something that’s easier to accomplish.
What is your biggest pet peeve?
Customers who micromanage jobs. While the customer is always right and a good business will do what’s necessary to please a customer, there’s something to be said about the value of making clear your level of expertise to assuage someone’s anxiety about the process. Once any worries they may have about the process are done away with, their attempts to micromanage the job tend to stop.
What differentiates your business from others in the industry?
With our mobile showrooms, we are able to show you exactly what certain flooring options would look like in your home. It helps take the guesswork out of the selection process. Being able to see how flooring will actually look in a residence or business is great for customers because we bring everything to them and they don’t have to worry about trying to envision what it will look like once installed.