In the franchise world, plenty of brands talk about growth.

Far fewer can point to objective evidence that they're delivering an exceptional customer experience while simultaneously helping franchise owners build valuable businesses.

Floor Coverings International has managed to do both.

During a recent Fran Opps Live interview, I sat down with Albert Hermans, Vice President of Franchise Development for Floor Coverings International, to discuss the company's growth, what makes its franchise model different, and why so many entrepreneurs are choosing to build businesses within the brand.

What emerged wasn't simply a conversation about flooring.

​It was a conversation about leadership, customer experience, and creating businesses that generate long-term equity.

Albert's own journey into Floor Coverings International reveals something important about the brand.

When he joined the company nearly a decade ago, it wasn't because he was passionate about flooring.

In fact, he openly admitted he knew very little about the flooring industry at the time. What attracted him was the opportunity to learn from proven operators and join an organization positioned for substantial growth.

Before joining Floor Coverings International, Albert had already built and sold businesses of his own. He understood firsthand the power of equity and the value of building something that could eventually be sold. That perspective shaped the way he evaluated opportunities.

As he explained:

"I learned this thing called equity. I didn't know what equity was at the time, but I was like, 'Wow, I started something and then I got a check for it.'"

That mindset continues to influence how the company approaches franchise ownership today.

Rather than focusing solely on creating jobs for owners, Floor Coverings International focuses on helping franchisees build valuable businesses.

One of the most impressive aspects of Floor Coverings International is its commitment to customer satisfaction.

The company has built its entire vision around becoming the best customer service experience in the flooring industry.

That's not just marketing language.

Albert shared that the brand's trailing twelve-month Net Promoter Score sits at 84, a number comparable to hospitality leaders such as the Ritz-Carlton. By comparison, major flooring competitors like Home Depot, Lowe's, and Empire score dramatically lower.

For an industry where homeowners often expect delays, poor communication, and frustrating contractor experiences, those numbers are remarkable.

The company's reputation is reflected elsewhere as well.

Floor Coverings International maintains approximately 4.8-star ratings across more than 20,000 online reviews, making it one of the highest-rated flooring providers in North America.

Albert attributes that success to a combination of training, systems, technology, and a franchisee selection process designed to bring in owners who genuinely care about delivering exceptional service.

As he put it:

"We want to be the very best customer service experience inside of the flooring industry."

Many entrepreneurs enter business ownership hoping for more freedom.

What they often discover is that they've simply traded one demanding job for another.

Floor Coverings International approaches ownership differently.

The company's internal benchmark is helping franchise owners build businesses that exceed $2 million in annual revenue. That number wasn't chosen arbitrarily. It represents the point where owners can typically generate strong income, build management teams, create operational flexibility, and ultimately increase the value of their business.

Albert explained that successful ownership creates three outcomes:

Strong income.

Lifestyle flexibility.

And equity.

When those three elements come together, owners have built something much larger than self-employment.

They've built an asset.

"The operator is realizing that a business is about an equity play."

That philosophy resonates strongly with entrepreneurs who are thinking beyond their next paycheck and focusing on long-term wealth creation.

One of the biggest misconceptions prospective franchise owners have is believing they need industry expertise before they can succeed.

Floor Coverings International has repeatedly proven otherwise.

According to Albert, roughly 95% of franchise owners enter the business with little or no flooring experience.

What matters far more is leadership.

The company looks for individuals who can build teams, develop people, and create strong cultures inside their businesses.

They're looking for owners who think strategically, who understand how to delegate, and who recognize that scaling a business requires leadership rather than technical expertise.

As Albert explained:

"We're looking for somebody who thinks bigger, can build out teams, and sees the longer-term play on their equity."

This leadership-first approach opens the door for professionals from a wide range of backgrounds.

Throughout the interview, examples surfaced of franchisees who previously worked in finance, restaurant management, education, athletics, military leadership, and countless other industries.

One of the most overlooked aspects of franchise ownership is the community that comes with it.

Albert believes this may actually be Floor Coverings International's greatest strength.

Beyond corporate support, owners gain access to a nationwide network of fellow franchisees who actively collaborate, share best practices, and help one another succeed.

The company organizes peer groups, coaching relationships, and ongoing training opportunities designed to foster those connections.

Albert laughed while describing franchise owners as being a lot like four-year-olds.

At some point, owners stop wanting advice from "mom and dad" and start listening more closely to their peers.

The lesson was simple:

Strong franchise systems don't just provide support from corporate headquarters.

They create environments where owners can learn from one another.

That culture of collaboration has become one of the defining characteristics of Floor Coverings International.

Every franchise system has success stories.

One story Albert shared stood out because it illustrated how business ownership can transform an entire family's future.

He recalled working with a franchise owner named Javier who immigrated from Venezuela with his young family. Shortly after arriving in the United States, Javier launched a Floor Coverings International business in San Antonio.

Years later, while reviewing business performance together, Javier made an observation that Albert has never forgotten.

He explained that for the first time in years, he felt completely comfortable sitting in a restaurant without worrying about personal safety or what might happen around him.

The business had provided more than income.

It had provided stability, security, and opportunity for his family.

Today, Javier operates a multi-million-dollar business.

For Albert, however, the financial success isn't the most meaningful part of the story.

It's what that success created.

"What it's done for his family and his well-being, that's my favorite story."

What stood out most during this conversation wasn't flooring.

It wasn't trucks.

It wasn't products.

It wasn't technology.

It was people.

Floor Coverings International has built a reputation by investing heavily in customer experience, franchisee success, leadership development, and community.

Those investments have translated into exceptional customer satisfaction, rapid franchise growth, and a network of owners who genuinely enjoy helping one another succeed.

For entrepreneurs looking to build more than just a job—those seeking income, flexibility, and long-term equity—the model presents a compelling opportunity.

As Albert summarized, success ultimately comes down to putting yourself in the right environment.

An environment with strong people.

A growing brand.

And a proven path forward.