From Craft to Carlisle: Insights from Duffy’s Floor Services

When Brendan Duffy first came to the U.S. from his native Ireland in 1994, it wasn’t because of flooring—he came for the World Cup.

While visiting for the World Cup, Duffy took on a small flooring job with a family member. Working with his cousin quickly turned into a passion for the craft and the service industry—one that’s driven Duffy to new heights in the world of luxury hardwood flooring. Duffy’s Floor Services has specialized in floor installation and floor finishing in the New York City area for over two decades.

The Whole Package

Duffy and his talented crew are Carlisle Referred Installers,  experienced flooring professionals who have worked with Carlisle and our hardwood flooring for nearly 15 years.

But what makes him choose Carlisle again and again? “It’s the whole package,” Duffy says. “The product is exceptional,” Duffy explains, but it’s the team members, the technical expertise, and the overall experience that make the difference. “When I send a client to a showroom, I’m certain they’re going to have an excellent, professional experience.”

“It’s all about the details,” Duffy emphasizes. It’s why many designers and homeowners choose to invest in high-quality wide planks that reduce seams and exude luxury.

And when it comes to Carlisle, they’ve got the details covered. Duffy’s favorite thing about Carlisle? “The quality of the planks.” (Duffy’s own house is fitted with a Carlisle floor.) And the second? The customer experience is designed to delight at every step of the way.

Duffy particularly appreciates the lengths Carlisle’s team members go to ensure the wood makes it safe and sound to its destination. Duffy shares, “Even the deliveries are good. It’s never just thrown off the truck; the delivery guy knows how to handle it. If it’s going to be a rainy day, he calls me and says he won’t deliver it because it could harm the wood. If it gets wet, it’s not a good idea.” Duffy laughs, “No other company will ever say, ‘I’m not going to deliver it because it’s raining.’”

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Navigating An Ever-Evolving Flooring Landscape

Life in the flooring industry is far from boring. “It’s something different every day,” Duffy says. “Some jobs are easy: Clients walk in knowing exactly what they want, and they leave happily 20 minutes later. Other clients need a lot more help.”

Problems can arise for many reasons, Duffy explains. What makes a company and its employees stand out, according to Duffy, is when you don’t run away from problems. And while it’s not Carlisle’s responsibility to offer support when complications arise, Duffy shares, “I can always call up Carlisle. I’ve had guys come along with me to meet with clients and make things right.”

While business has stayed consistently high, Duffy’s projects have evolved over the years. Duffy recalls, “As my business and my reputation have gotten better, I’ve started dealing with more high-end products.” That’s where quality products from makers like Carlisle become a necessity for a business in a competitive market, like New York City, to thrive. And thriving in NYC is impressive in itself. As Martha DiPrete, Carlisle NY Showroom Manager observes, “Installing in New York City can be tricky, from complex elevator challenges to installing in pre-war vs modern new construction, Duffys has seen it all and they have the technical knowledge to solve the most challenging installations.”

Customizability—especially around color—is increasingly important for Duffy’s clientele, and that’s where Carlisle’s product range shines. One of the biggest shifts in the industry that Duffy sees is the color of the flooring is no longer solely dictated by the species. “You don’t have to pick a wood for the color you like anymore,” he explains. “It used to be that if you liked a dark floor, you bought a dark wood, and if you wanted something lighter, you bought bamboo. But these days, with all these new water-based finishes, you can get all woods in so many colors that it doesn’t matter.”

Building a Business and Relationships

What started as a small business back in 1997 has been consistently growing into one of the premier flooring installers in the tri-state area. But Duffy has a secret: He’s not just in the business of installing floors. He’s also in the business of building relationships.

Martha DiPrete agrees, “We love working with Brendan and Alison of Duffy’s because they are so committed to the client’s satisfaction– they just get the job done. They are great at communicating with us and the clients, which helps make it all look so easy. We only hear the most positive feedback from our clients when Duffys is on the project!”

For Duffy, ensuring his clients have a positive experience matters just as much as the flooring installation itself. He trains his team with a focus on service and some core values: punctuality, respect, and cleanliness. “The last thing people compliment you on is how the floors look,” he says, “but the first thing they’ll say is, ‘you guys were on time every day.’” He laughs. “They’ll say, ‘You guys were on time, respectful, clean—and yeah, the floors look great, too.’”

It’s paying off for Duffy—both in business terms and the satisfaction he gets out of the work. “When you finish a project, and you get a nice email, or they send you a nice letter saying, ‘Hey, we love the floors, we love you’—I like that end of it.”

Read more about Duffy’s Floor Services on their website or follow along on Instagram.

Interested in learning more about becoming a Carlisle Referred Installer? Work with the wide plank experts that deliver above and beyond on quality and service. Installers interested in discussing our referral program please contact Paul Senechal at psenechal@wideplankflooring.com.