Customer Service and SYP Direct- The best in customer service produced our A+BBB rating. From your first source of information, navigating you to the right person acting as shipping concierge for your delivery. It is the last one that might go un-noticed but when dealing with common carriers the pitfalls can cost money.

Shipping company customer service is oxy-moron

SYP Direct does not own trucks, we utilize LTL routes with trusted common carriers. Even so, it seems some issue needs attention with 20% of shipments. The amount of money Heather has saved our customers versus shipping themselves would be greater than our income during that same time period.

It takes more than customer service to keep an A+ rating. The product has to meet the quality of experience and our manners.  When you ship long heavy pallets to Idaho for example, a bunch of things can go wrong and a beat up floor is not good regardless of price!

The main ingredient- Selling to homeowners sometimes requires dealing with installers that prefer to bundle services. We offer SYP Direct customer service for that situation starting with nice, sometimes ending with finding them a new installer. Our role, epitomized by Heather, is to increase homeowner equity with real wood floors and today that means arguing the status quo more times than not.

Customer Service from first contact

“She explained it in way that made perfect sense”, part of recent Idaho customer’s email represent a common theme when describing interactions with us, specifically Heather our co-founder.  Transparent customer service for the Do-it-Yourself Homeowner continues to be the foundation of our business.

“I’ve done multiple orders with SYP Direct and have had fantastic service! Heather does a great job of getting you the exact flooring you need at a great price. If you try to get your flooring from the same place you get your 2x4s you will waste a lot of time and money. You’ll also end up with a subpar product at a high price. If you need pine flooring, call these guys first! I will definitely be using them again for future project. I’ve done multiple orders with SYP Direct and have had fantastic service! Heather does a great job of getting you the exact flooring you need at a great price. If you try to get your flooring from the same place you get your 2x4s you will waste a lot of time and money. You’ll also end up with a subpar product at a high price. If you need pine flooring, call these guys first! I will definitely be using them again for future projects.”(Gregory, G May 2022).

The truth matters

Talking to customers, actually talking not a text- is a lost art with some companies. Unfortunately, words are what got us into this mess. Most have misconceptions going into their search and all the marketing does not help. The industry is driven by repeat business and commissions based on volume, especially when a new line comes into the store. Customer service becomes secondary to paying lease, lights, employees and advertising.