I just finished reading Kelly Kramer’s column “On my honor” ( FCNews, May 21/28) and found it most interesting. I own a flooring and cabinetry retail store in Naples, Fla., and belong to the National Association of Home Builders Remodelor’s Council and Collier Building Industry Association (CBIA). I am also a member of the CBIA’s Remodelor’s Council and write a column for its monthly publication Business Builder.
 
Kelly’s article was very timely and informative because we have had the same situation happen to us more than once. It is our store policy to satisfy the customer and conduct our operation in a manner that will reflect credit upon my company. But, when we know a customer or contractor is deliberately trying to cheat us, I take a stand and politely explain the situation with facts. That usually resolves the issue, and he or she pays the balance.

We enter into a contract with great caution because, at times, we do complete floor, kitchen and bathroom remodels, and the total dollar amount of the sale can be six figures. Our salespeople are cautioned there are customers and contractors who may not have the ethics to honor an agreement, and if their instincts are telling them something does not feel right, trust that and back off. If a client is constantly trying to get you to lower your price, your instincts should tell you she might not have the funds to pay the final invoice. If you do business with contractors, make sure they are solvent and have the funds to pay for materials they order.

One of the ploys of an insolvent contractor is to under-bid jobs and then try to get the subs to make up the losses with discounts after committing to materials. Another ploy involves the contractor and homeowners. The contractor sets up a scenario by saying the homeowner is having a problem with your product or installation. You meet with the contractor and Mr. & Mrs. Homeowner on the job site. After Mrs. Homeowner has had her say about what she perceives as a problem, she and the contractor will leave the room. As you discuss things with Mr. Homeowner, he casually informs you he does not have a problem with the product or installation, and if you reduce your price he will convince the Mrs. to accept the product as is. Good cop, bad cop. Of course, the discount has to be considerable.

When this happens, we say no to the offer and inform the homeowner we will correct any problem if there is one. That is our policy. We also, after receiving final payment, inform the contractor we will no longer do business with his company.

Ken Riceman
Naples Flooring Gallery
Naples, Fla.