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FLOORING: An Industry In Crisis

In The Beginning…

The snake eats itselfThroughout history various industries have encountered crisis for one reason or another. It is as inexorable as the sun rising in the east and setting in the west, and was generally considered a byproduct of business brought about by its cyclical nature. However, history provides no better example of self-inflicted crisis than the floor covering industry. The snake eats itself.

In order to understand how the flooring industry has arrived at its current state one must examine the cause and affect factors that brought it to this point, so let’s go back to the beginning relative to this point. Read More

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Customer Relations for the Flooring Inspector

dollarsWe are all consumers and we all encounter products or services that do not meet our expectations. The consumer having a problem with their floor covering is no different from me or you. The flooring they paid good money for is not living up to their expectations.

When I first became involved in complaint handling, I thought I would see a lot of people trying to get something for nothing. The complete opposite has proven to be the case. In all the years I have been doing inspections less than a handful have met that ulterior motive. The overwhelming majority of unhappy consumers just want what they paid for. Read More

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Retailer & Installer: Working Partnership?

Flooring Retailer and Installer: Is It a Valued Working Partnership?

Partners are for dancing and the only ship that will never sail is a partnership. Installers who are looking for a partnership with a retailer, builder, designer or any other business entity are looking for love in all the wrong places.

As for respect, respect is something that begins within and is reflected or mirrored by those for whom we serve. We are not in this floorcovering business to be someone’s friend or substitute family member. We are here to do a job. We are trained, skilled, educated and knowledgeable about every aspect in the execution and delivery of our craft. Because we have respect for ourselves, we hold ourselves to a higher level of accountability than they will ever hold us. Because we are accountable for our actions we know what we will do and, even more important, we know what we will not do and Read More

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Independent Inspectors for the Flooring Retailer

Flooring Retailers and the Independent Inspector

Eye SpyUsing an independent and experienced flooring inspector gives the retailer an unbiased and credible expert opinion. Smaller floorcovering dealers often have an installation background and can handle installation errors on their own. Larger retailers often have a claims person with business skills but often limited installation skills. In-house claims personnel may lack the expertise and confidence necessary to determine the various installation, manufacturing and consumer issues involved. An independent flooring inspector instills more confidence and is more apt to be accepted by the affected installers, mills or consumers.

It is an unfortunate fact that many consumers expect to be taken advantage of. Read More

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WFCA Moisture Vapor Testing White Paper

MOISTURE VAPOR TESTING POSITION STATEMENT ADOPTED

Reprinted with permission, D. Christopher Davis, President and CEO, WFCA, July 30, 2006

After taking more than a year to build a coalition of virtually every key organization in floor covering, the Ad Hoc Industry Task Force on Moisture Emission Testing can now officially take the word “Draft” off the Floor Covering Industry Draft White Paper on Moisture Emission Testing. Read More