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Pandemic Poses Challenges, Opportunities for Flooring Company

Doug Mercier, right, with brother and partner Chuck

Doug Mercier, right, with brother and partner Chuck, says that, while business is off because of the pandemic, the crisis has led to some opportunities on the commercial and residential sides of the ledger.

Doug Mercier was talking about how sales for March, April, and May are off probably 30% from what they were a year ago at the flooring company started by his parents a half-century ago.

And while that’s certainly not what he had in mind for quarters one and two, he quickly put those numbers in perspective.

“Look at restaurants,” said Mercier, president of the company that bears the family name. “Many of them are down … 100%; they’re not seeing any business. This has hit us hard, certainly, but it’s actually created a few opportunities as well.”

Indeed, some institutions and businesses — from area colleges to some of those aforementioned restaurants, most already in the portfolio of clients, but some others as recent additions — have taken advantage of unwanted time and a closed building to do some work on those properties, including new flooring.

“We’ve done work for a number of restaurants in this area,” said Mercier, listing projects in several area communities. “They were sitting idle; the business was empty. Then they started cleaning and painting, and realized that the flooring really needed to be replaced.”

Meanwhile, several medical facilities have been forced to renovate or repurpose space, creating other opportunities, and on the residential side, time at home has convinced people that they need to move ahead with some planned projects, said Mercier, adding that, at this time, there are a good number of projects (again, not as many as in a typical year, but a good number) in the proverbial pipeline.

“Residential clients are calling — they’re trying to see what we can do to enable them to see samples online,” he said, noting another change in how business is being done as fewer people are willing or able to visit the showroom on Riverdale Street. “With people spending more time at home, they’re paying more attention to those jobs that need to be done.”

“We’ve done work for a number of restaurants in this area. They were sitting idle; the business was empty. Then they started cleaning and painting, and realized that the flooring really needed to be replaced.”

But, as noted, there have been a number of challenges to contend with, including the matter of taking on these commercial and residential assignments while keeping crew members safe, Mercier told BusinessWest, adding that social-distancing requirements necessitated some adjustments when it comes to when and especially how work is done.

There is also the matter of keeping those trained installers — valued employees that were a challenge to find and retain before the pandemic hit — on the payroll.

“We don’t want to lose installers,” said Mercier, noting that, thanks to a Paycheck Protection Program loan secured early last month, the company has been able to rotate crews in and out — as a safety measure, but also because there is less work overall — but still manage to pay everyone. “We’ve been doing a ‘week on, week off’ kind of thing and have kept everyone on.”

Meanwhile, Mercier, like many service businesses of this kind that are sending crews into the field, started offering employees hazard pay, an additional expense largely covered by the PPP loan funds.

Mercier was quick to note that a number of projects planned by commercial clients were shut down as the pandemic hit, including some at colleges and prep schools in this area and just outside it — Assumption College in Worcester, for example, as well as a large job at a housing project. And they are being handled now, creating more work for crews.

Meanwhile, new projects are coming into the pipeline, many in response to the pandemic itself. Indeed, he cited the example of a cafeteria in one of the area hospitals.

“They’re trying to rework the space so it will be more conducive to halting the spread of disease and bacteria,” he explained. “So they’re taking out the carpeting and putting in a more resilient surface. The pandemic has created some business for us.”

Looking ahead, Mercier sounded an optimistic note when he said he expects a relatively steady supply of work in the pipeline. He said the company recently took a few residential orders, and some on the commercial side as well.

“Since these businesses have been sitting idle, a lot of plans and blueprints have been worked on, and, looking forward, it seems like there will be an uptick in projects,” he said, adding quickly that there are number of question marks concerning the longer term, especially when it comes to the colleges.

Perhaps the best sign that better times are ahead comes in the form of the delivery trucks pulling in almost daily at the company’s storefront and showroom.

“They’re coming in fuller, and we know that’s a good sign with what’s going on with the economy,” Mercier told BusinessWest, referring to vehicles that would make several stops on a route delivering product that’s been ordered. “When the trucks arrive and there’s very little in them, you know no one is ordering. But when you see the trucks stacked pretty full … that’s a good sign.”

—George O’Brien