Customer Relations

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 you or me in a similar situation. 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 criteria. The overwhelming majority just want what they paid for.

Many complaints are never reported. Many that do complain, only do so after they become convinced they are not at fault. A typical consumer will tell you that they noticed the problem months ago but thought that if they just vacuumed more or had it cleaned, it would look better. Unfortunately, in our industry, complaints are often neglected. When addressed, more is done to shift responsibility than to resolve the complaint.

When dealing with an unhappy consumer, it is not wise to become defensive or take the discussion personally. Remember they are not angry with you, but at the situation. The types of personalities you will encounter will run from meek and mild to aggressive. The most important thing is to listen. You will be
surprised at how this simple thing will smooth the inspection process. Do not go to the consumer’s home with any preconceived ideas about the flooring, the problem, or the consumer.

As an independent inspector you have the responsibility to provide the commissioning party unbiased, truthful information and accurate, just conclusions. Your report is the property of the commissioning party, and you have an obligation to not discuss the inspection report with anyone else, even the consumer without written consent of the commissioning party. However, all parties need and deserve a
fair assessment.

You will never win an argument with a consumer. Simple courtesy is required even if the consumer isn’t courteous. Everything you say will be important and may be misconstrued. If you don’t know the answer to a question, say I don’t know.” These are sometimes very hard words to say because everyone is expecting you to know. To them, you are the expert. Flooring is a very complicated product and is becoming more complex all the time. No one knows all there is to know.

Virtually all consumers with floor covering problems can show you the problem and you will be able to see the problem. This does not mean necessarily that there is anything wrong, but to them, it is wrong. For instance, matting and crushing is a common complaint usually perceived as wear but is not considered to
be a defect. In some cases the consumer will misinterpret a warranty. The consumer, by and large, is not interested in who is at fault, but is interested in getting some resolution.

The consumer is the most important element in the floor covering industry and deserves to be treated with respect, consideration, and professionalism, they ultimately write all our checks.