Customer Relations for the Flooring Inspector
We 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. (more…)
Using 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.