At Northpoint Flooring America, people buy from people—and trust is at the forefront
By Adam Cook
Mike Guhde, a co-owner of Northport Flooring America, often says, “People buy people.” That is to say, personal connections enhance the value of the materials they sell, making it a business built for people, by people.
Speaking for the other co-owners, Derek Fay, Steve Walbolt and Donny Green, he explains they aren’t just selling flooring, they’re building a community. “Connecting with people—vendors, teammates, customers—drives everything we do,” he says.
An emphasis on meaningful relationships is at the heart of their business model, encapsulated in the acronym FAMILY:
• Focus on integrity and trust
• Achieve excellence
• Meaningful relationships
• Impact and innovation
• Legacy of commitment
• Yearn for continuous improvement
For the Northport family, trust, Mike says, is the true product, cultivated one relationship at a time.
“Customers aren’t just buying from Northport Flooring America. They’re buying from Gina, from Emily, and from Melissa. It’s about connections and trust. The product—although of the highest quality—is almost secondary.”
Ensuring second-to-none materials are the right fit for a customer's home is a product of exceptional customer service. Northport, which founder Arthur J. Chamberlain named for its proximity to Northampton Road and Portage Trail, has become the go-to destination for many area residents for carpeting, hardwood, laminate, tile and luxury vinyl tile.
“The business started as a coin-operated laundromat in the ’40s, and Arthur expanded into rug cleaning, eventually leading to rug sales,” Derek says. “Business was good. In 1974, he relocated to the larger building where we are now. When Arthur retired in 1991, another partner and I took over, and we joined the Flooring America buying group a couple of years later.”
In 1991, Derek and his partner, Harold Musci, who recently retired after a 50-year career, leveraged their affiliation with the 500-store nationwide cooperative of independent retailers, representing one of the world’s largest purchasers of flooring material, to match and often surpass the pricing and selection of big-box stores while offering something more—a personal touch that Derek and his new partners from MDG and Guhde Flooring America continue to prioritize.
“Our customers know we’re going to be there for them,” Mike says. “We’re not a big box store or some online liquidator who just drops the stuff off at the doorstep. We provide a premier, white-glove experience, backed up by warranties on our products and guarantees on our work.”
At the local level, the independently owned and operated store actively participates in community initiatives, and its dedication to its guiding principles is evident on a personal level.
“Our goal is to get to a first-name basis with each of our customers,” Mike says. “Everyone here makes a unique contribution, delivering the utmost level of service.”
This layered approach, incorporating personal brand, intends to infuse each interaction with a personal touch, grounded in community and bolstered by a national network, to provide top-tier service from the bottom up.
“I’m a father to two daughters and a proud dog owner,” Mike says. “Like many of our customers, I can relate to the chaos and joy of raising a family or caring for pets. I get what it means to prioritize durability and functionality, and that’s why I recommend a carpet cushion with a moisture barrier, for instance. We’re always on the forefront of innovations in the industry to make life a bit more manageable.”
Living in the same community as their customers strengthens this connection.
“When someone buys from Northport, they’re investing in their community, not some distant corporate entity,” Mike says.
That means going the extra mile for people.
“Just a few weeks ago, I received a call from a lady who needed a couple of pieces of tack strip to hang a wool rug her mother crocheted for her over 40 years ago,” Derek recounts. “She was about 10 minutes away, and, sensing her age, I decided to drive over. She had a broken kneecap, so the small gesture meant a lot to her, and we ended up having a 20-minute conversation.”
Sometimes, it’s the little things that make the biggest impact. There’s a reason meaningful relationships are at the heart of Northport Flooring America’s values.
“It means we take the time to know our customers, listen to them and understand their needs,” Mike says. “It’s about loading up their car with samples, greeting them at the door and remembering who they are. It means visiting their homes, getting to know their space and understanding their lifestyle.
“Finding the right product, setting up the installation and ensuring it goes smoothly—it’s an A-to-Z effort. White-glove service means moving furniture, removing old flooring, handling baseboards and taking care of the entire job, being there for them, so they don’t have to hire anyone else.”
Northport Flooring America invites you to explore the showroom at 661 Portage Trail Ext. W, in Akron, and NorthportFlooring-America.com. To speak to someone on your design journey, call 234-206-3792.