By BARRY GOODRICH
Family is at the forefront of the success of the Marshall Carpet One & Rug Gallery. For three generations, the Wien family has served the needs of customers from all over Northeast Ohio, many of whom have brought their children and grandchildren to the company’s showroom in Mayfield Heights’ Eastgate Shopping Center.
From Marshall Wien’s first 350-square-foot store in Richmond Mall to the current 17,000-square-foot showroom, the company continues to remember its roots, providing customers with a level of service that has stood the test of time.
“History is everything for us,” said Matt Wien, director of sales. “That’s where we got our reputation and that’s how we built our brand. We’ll have parents come in with their children who have just bought a new home…it’s gratifying to know we’re appreciated and trusted.”
Matt and his brothers Ryan (managing director) and Nate (director of operations) are keeping the family tradition alive at the store. Of the company’s 48 employees, five are family members but the entre staff operates as a family group.
“We’ve had people working here for decades,” said Wien. “We even have father and son teams in our installation department.”
In the 53 years since the first store opened, Marshall Carpet One & Rug Gallery has served over 104,000 customers. That number is a testament to service that starts in the showroom and extends well beyond installation.
“We’ll always have a family member here,” said Wien. “That’s how my grandfather started the business.”
In addition to carpet and hardwood flooring, Marshall carries the area’s largest in-stock inventory of area rugs, including unique pieces sourced first-hand from around the world. Selected as a top Karastan showroom by “Architectural Digest,” the store offers the latest in luxury vinyl, tile, laminates and green and natural flooring (October is National Karastan Month with special deals through the end of the month).
“Luxury vinyl has become very popular,” said Wien. “It’s a floating, locking product that is cost-effective and looks beautiful. It’s practical, impervious to water and very friendly when it comes to kids and pets. Ten years ago, it still looked like vinyl but with the new technologies it looks and acts like wood.”
As always, Marshall offers free in-home measures and warranties for wear, soiling and stains and fading. Even when a warranty expires, the company’s trademark service continues.
“If you bought your floor from us five years ago and you have a problem, we’ll come out and do whatever it takes to fix it,” said Wien.
Working with the community remains a high priority for Marshall. “It’s what being a local business is all about,” said Wien. “Being an integral part of the community is extremely important. We’ve been sponsoring youth sports as far back as I can remember. My brother and I have young kids now and we want to see them getting outdoors.”
With a fourth generation of family members waiting in the wings, Wien sees a future that draws from the past while staying in step with technological advances.
“We’re not going anywhere,” he says. “We’re going to be here for another 53 years.”