Article Number : 2253 |
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| Date | 8/15/2007 7:08:18 PM |
| Written By | LGM & Associates Technical Flooring Services |
| View this article at: | http://www.floorbiz.com/BizResources/NPViewArticle.asp?ArticleID=2253 |
| Abstract | What should you look for when responding to a complaint on carpet. First, you have to know what the consumer is complaining about. Second, you have to determine what the problem is. Third, who is responsible for causing the problem and complaint... |
| Article | What should you look for when responding to a complaint on carpet. First, you have to know what the consumer is complaining about. Second, you have to determine what the problem is. Third, who is responsible for causing the problem and complaint. Fourth, can it be fixed or repaired and fifth, if it can’t be fixed or repaired, what can and should be done about it. Before you can answer any of the above issues you have to rapidly respond to the complaint. The longer you wait, the more frustrated and angry the consumer will get. You have to call the consumer back as soon as possible and arrange for your physical inspection when you speak to them as quickly as both your schedules will allow it. When you go to look at the consumers complaint let them show you where their concern is. If you see something and ask them if that’s what they’re talking about it may not be, however it will be if you bring it up first. Always let them show you the cause of the complaint, then get down on your hands and knees and actually look at it. This will indicate to them that you are genuinely concerned about examining, closely, their subject of complaint. At this point you may or may not know what you’re looking at. You may have seen this problem before or you may have no clue as to what it is. Whatever it is tell them the truth. If, for example, their complaint is some yarn protruding from the surface of the carpet around the perimeter of the rooms it’s probably kicker pulls. Kicker pulls are caused by the installer using the kicker as his primary stretching tool and in the process of blasting the kicker with his knee has succeeded in breaking loose tufts of yarn. These pulls may or may not show up right away. They may need the help of the vacuum cleaner to cause them to come to the surface. If you explain what these are they can be clipped even with the carpet surface and eliminated. If the carpet is a loop pile they will have to be pushed back into the carpet and not cut off. Either way, as long as the carpet is not damaged to an extent that face yarn is plowed out of it, this is a condition which can be repaired easily and permanently. This is installation damage which would not have been seen until the carpet was installed. On the other hand if there is a surface blemish in the carpet, such as a low line, that is a row of yarn that is lower than those surrounding it, this is a manufacturing defect. This should have been seen at the final inspection area of manufacture and the product relegated to seconds. If the carpet ships with this line, you the dealer should have seen it by inspecting the carpet before it was installed. On the job site the installer should be instructed to look for blemishes. It shouldn’t be the consumers job to catch a defect. When you troubleshoot for this you should determine how visible this low line is, is it blatantly obvious or relatively obscure, in other words, is it easy or hard to see. Is it located in a place that is hidden or is it in the middle of a room used daily. Does the carpet have to be replaced or will the consumer be open to an allowance, and to know you have to ask them. A low line will have no affect on the carpets performance, so if it is not in an open and obvious location or it’s hard to see, the consumer will more than likely accept an allowance instead of having their house torn apart. Keep in mind, this all happens this way because you have been responsibly responsive. If you brush it off the chances of settling a complaint amicably are increased greatly. Part of the troubleshooting process also involves staying on top of things and following up. You should never let your customer wait an unreasonable period of time for you to contact them. If you file the claim with the manufacturer let the consumer know you did and when. Also let them know what will happen next. If you stay in constant touch with them you eliminate becoming the villain and instead become an advocate for their satisfaction. There are dealers I hear from that almost never have a complaint. There are others that seem to suffer an inordinate amount of complaints. Most of this has to do with how you do business, who you do business with and your attitude about doing business. As for not knowing what your looking at that’s fairly easy, if you’re not sure you can call and ask me and I’ll try to walk you through it at no charge. If you’re really stumped you may want us to do something for you, which we can, but then there is a charge. If you want to have a guide as to how you can help yourself avoid problems and make yourself more money buy my book, “Flooring: Problems to Profits,” you can E-mail your order to us from our website located in the ad on this page. The same principals of troubleshooting discussed here apply to any flooring material you may have a complaint on. As a flooring dealer and a business person, it’s your responsibility to satisfy your customer. |