Scaling the Gap Ep 59 | How to Build a Business That Feels Like Family: Janie Sandberg’s Story

What if the secret to building a thriving business wasn’t about cutting-edge strategies or flashy marketing—but something much simpler, yet profoundly powerful? What if the key to customer loyalty, team satisfaction, and even personal fulfillment could be summed up in one word: love?

In this episode of Scaling the Gap, host Madeleine MacRae sits down with Janie Sandberg, co-owner of Floor Coverings International in Henderson, Nevada. Janie shares her inspiring journey of building a business with her husband, Jeremy, while balancing the chaos of family life with three kids in different schools. Together, they’ve created a flooring business that’s not just about floors—it’s about creating meaningful connections and delivering a "white glove experience" to their customers.

Key Takeaways

• The importance of customer service and creating positive client experiences.
• Balancing family life with the demands of running a business.
• The significance of building strong relationships with customers.
• Strategies for navigating challenges in the construction industry.
• The emotional aspects of entrepreneurship and managing stress.
• Redefining success beyond financial metrics to include personal fulfillment.
• The impact of a caring business culture on customer loyalty and community.

In This Episode

• (00:00:00) Introduction to Janie Sandberg
• (00:06:59) Creating a customer-centric experience
• (00:08:41) Unexpected joys of business
• (00:10:53) Reciprocal customer relationships
• (00:12:53) Challenges in the flooring industry
• (00:14:44) Continuous improvement mindset
• (00:16:46) Defining success
• (00:19:19) Broader definition of success
• (00:22:04) Navigating business challenges
• (00:25:15) Connecting with Janie

Notable Quotes

• (00:07:52) "The first thing that we're always thinking about is how can we show love to our customers?" — Janie Sandberg
• (00:09:03) "I have found a lot of friends which I think is unusual; my husband sometimes looks at me and goes like I don't think this is normal that we have all these customers that send us Christmas cards." — Janie Sandberg
• (00:17:13) "If I'm defining my success by showing love to my customers, are we delivering an outstanding experience, or are we adding value to their lives, then yes, 100% we're doing that." — Janie Sandberg
• (00:18:43) "Success is defined by being able to boldly live your values, by adding value to people's lives, by making the time for the things that matter in life, by navigating your life with an element of grace, and by having space for more achievements still to come." — Madeleine MacRae
• (00:23:59) "At the end of the day, I would still have my marriage, I'd still have my family, I would still have the relationships I built. Those things don't change; the rest of it's just money and stuff." — Janie Sandberg

Our Guest

Janie Sandberg is a small business owner and co-founder of a flooring company in Henderson, Nevada. With a deep commitment to customer service, she prioritizes creating a supportive, family-like experience for clients. Janie believes in leading with love, building lasting relationships, and continuously improving her business. She balances entrepreneurship with family life, embracing both challenges and rewards.

Resources and Links

Janie Sandberg

• Website
• LinkedIn
• .css-j9qmi7{display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-flex-direction:row;-ms-flex-direction:row;flex-direction:row;font-weight:700;margin-bottom:1rem;margin-top:2.8rem;width:100%;-webkit-box-pack:start;-ms-flex-pack:start;-webkit-justify-content:start;justify-content:start;padding-left:5rem;}@media only screen and (max-width: 599px){.css-j9qmi7{padding-left:0;-webkit-box-pack:center;-ms-flex-pack:center;-webkit-justify-content:center;justify-content:center;}}.css-j9qmi7 svg{fill:#27292D;}.css-j9qmi7 .eagfbvw0{-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;color:#27292D;}