Issue link: http://publications.winnipegfreepress.com/i/1039904
12 BBB MAGAZINE Who's Who Special Edition onsidering they've won eight consecutive Consumer Choice Awards, it should come as no surprise that the owners of Torino Tile & Stone make customer service a top priority. In fact, it was customer service that prompted husband-and-wife co-owners Wayne Smith and Sandra Nelson to purchase the family business nine years ago. They were planning home renovations at the time and had become frustrated with the level of service they received while shopping for tile — until they walked into Torino's showroom at 3 St. Mary's Road. They were so impressed they jumped when they found out the business was up for sale. "We just felt there was a niche for people who wanted quality service. It seemed like it was something that was lacking," recalls Nelson. "I think if you give people good service and sell good products you'll succeed." Over the past decade, they've lived up to their commitment to providing quality service and products for bathrooms, kitchens, fireplaces and flooring. "Our goal is to exceed our customers' expectations," Nelson says. "We help plan out your space so it not only looks beautiful but it fits with your lifestyle." Another factor that sets Torino apart is its installation service. Having experienced experts in-house rather than farming the work out to subcontractors means the company maintains quality control over the finished product. "We pride ourselves on quality work that is done for the long-term. We are about doing meticulous work that will have longevity," Nelson says. Whether they plan to use the service or install tile themselves, staff work closely with all customers at each step of their project. More than 5,000 tile samples are on display in the showroom, and Torino Tile & Stone has access to more than 40,000 styles of tile from 12 suppliers in Canada and the U.S. "We help do-it-yourselfers choose the right product and give them tips and advice on how to use the product," Nelson says. "We want to sell people the best product possible within their budget. We explain all the dos and don'ts to make the job easier for them. We don't want to just sell you a bunch of product and send you home." As part of its commitment to customers, Torino Tile & Stone has had Better Business Bureau accreditation since May 2015. Nelson says it helps to assure clients that they're dealing with a reliable company and are getting full value for their money. "People want assurances they're going to get something that is quality. By being associated with the Better Business Bureau it gives people confidence to deal with you." ❙ To learn more, visit Torinotile.com C Set in Stone CUSTOMER SERVICE IS THE TOP PRIORITY AT TORINO BY JIM TIMLICK TORINO TILE & STONE Co-owner Sandra Nelson (left) and staff member Ashley Seniuk make customer service a top priority at the Torino Tile & Stone showroom. Photo by Darcy Finley