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| | | Author | Message | Roger Gerber 
Posts: 327 Since: 3/17/2008
|  12/7/2008 6:30:09 PM  Changes
As we have all seen and heard, in the last couple of weeks there are changes happening in the flooring business.
Where do YOU think we are going and what are YOU going to do so that you survive? Maybe if everyone offers one suggestion we can all put them together and help ourselves!
My first one is "Web presence", I think David will agree that the internet is a large part of business today. I am going to work on my "presence" in the next few weeks and also give some attention to "local" marketing.
OK, who's next?
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| Stephen Perrera 
Posts: 823 Since: 5/27/2008

|  12/7/2008 11:55:22 PM 
I was thinking the same thing. But with the addition of job searches! And I don't mean flooring.
There are some company's out there hiring but the competition is going to be tough.
And you know, these times are when smart entrepreneurs discover new products and new ways to market yourself.
Last Edited 12/8/2008 12:25:10 AM
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| Selva Lee Tucker 
Posts: 634 Since: 5/25/2008
|  12/8/2008 10:06:22 AM 
A few days ago I was watching a segment on CNN. A tech reporter made a statement that only 5% of new or replacement request for employees are posted on the internet.
Later, heard, Christmas internet sales are running behind the last few years, and I can not remember that percentage but seems most Americans still want to "go out shopping".
Talked to a few people at a mill. The manufacturer had quietly commissioned a study on internet flooring sales thinking of entering the market, most likely thru sponsoring a company for obvious reasons, but found an usually high percentage were extremely dissatisfied with the service, claims of poor service to no service, claims of mis-representing products and claims of switching from high end goods to cheap crap.
Because of all mention above, the manufacturer decided that internet sales by a few dishonest internet companies (I asked about Steve and was told not him) is causing un-determinable amounts of harm to their brand names. I was told this study "might" be shared with their competitors.
They think another approach might work by extensive internet sales but have "exclusive" local or regional independent stores who will get a commission for handling the product (storage and collections with follow up service) and have regional list of approved certified or trained installers.
One side effect they hope to accomplish will be to eliminate the dishonest, no service, product switching internet retailers who are damaging their brand names of products. This might also be a short term boom to inspectors since complaints about the service and product switching will require inspectors, not sales reps, to investigate those claims. Why not their sales reps? They want them to be "clean" completely, along with their name, of such contamination.
The study is not a secret in Dalton but I don't think you will see it outside of Dalton for another six to eight months. Plans do have to be made and regional retailers and installers set up.
Many who are currently in the internet flooring sales might find, once this is set up, their "credit line" gone. Some might even find their accounts frozen or cancelled because of the many complaints filed with the manufacturers consumer help hot lines.
Last, I was told, they studied the original model set up by S.S. and thought it the best example of professional service and honesty. For that reason, I would not be so quick to write those guys off yet.
Last Edited 12/8/2008 10:15:31 AM
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| Jerry Thomas 
Posts: 96 Since: 6/3/2008

|  12/8/2008 11:54:45 AM  deleted
wrong thread... lol
Last Edited 12/8/2008 11:56:32 AM
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| Roger Gerber 
Posts: 327 Since: 3/17/2008
|  12/8/2008 1:46:00 PM 
well, I did an end user inspection and was shown a letter from a major manufacturer that plainly stated that they would take no part in warranty service when purchased thru internet only retailers. The gave the web addresses of two national services and inspector-experts and told the consumer "pay for your own inspection".
I am assuming that if it came back as manufacturing they might step up. The reasoning is that there is so much dishonesty among the internet retailers and then most consumers are DIY'er so the installation issues are horrendous. Can't say as I blame them.
Maybe all floors should be sold as an installed product. HMMMM!
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| Selva Lee Tucker 
Posts: 634 Since: 5/25/2008
|  12/8/2008 4:52:26 PM 
I am waiting for some lawsuits by some consumers.
Anything for a buck. Any lie about anyone to promote themselves.
Lie about getting help for them then when told no, lie about that.
Seems Steve might be the only honest one and maybe, being honest, has made him a target for the classless ones.
Ever notice, honest people do not attack others since they have nothing to hide. Dishonest people are always blaming others for their failures or short-comings, attacking them, and spreading rumors, true or false, about others to hide their nefarious actions. They do not know what responsibility is. They think everyone thinks and behaves as they do, without morals or ethics. They can not conceive of truth and honesty since they have none.
They have, no shame.
Last Edited 12/8/2008 4:56:08 PM
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| Stephen Perrera 
Posts: 823 Since: 5/27/2008

|  12/8/2008 5:31:08 PM 
Roger, the mills also say they are not responsible if you cut the carpet and there is a flaw. Right.....thats not legal.
Neither is selling a product to an e-tailer then saying there is no warranty. Sure, they may have to pay for their own inspection but is that really bad for you and honest inspectors?
Just don't expect the regional distributor/rep to go look at it. If push came to shove I bet the rep would have to go look at it. Been on a couple like that.
As far as the DIY thing and manufactures....it's they're fault they push those products as DIY and they should expect claims!!!! Many many many claims lol
Last Edited 12/8/2008 5:36:03 PM
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| Selva Lee Tucker 
Posts: 634 Since: 5/25/2008
|  12/9/2008 10:25:55 AM 
WHAT WAS SUGGESTED TO ME IS:
1. many of the internet "dealers" will switch the product. If the consumer ordered a 72oz nylon cut pile, most will receive something in the 40- 52 oz range in polyester or olefin. So, how can they honor a warranty published on the internet or copies sent out for one product but another installed? I would not send out an inspector either.
2. the manufacturers have no way to control the process since they will not provide sidemark and location for the product. therefore, any means to identify the product by shipping and ordering invoices is not possible. For example, one could order the 72oz nylon in one roll, sale it many times but actually are selling polyester, a simple Fiber ID kit can take care of that by an inspector, but, why is that the mills job?
3. sites - some products will be mis-specified since the internet "dealer" will never see the site and to make a buck, will state the product is good for everywhere. Mis-specification is not accountable by "internet dealers" since they never see the site like a "reality" store will.
4. after sales service does not exist if the consumer does not obtain the services of a good installer or installation company. Consumers are not professional flooring people, so, they are depended completely upon the sales agent, who, has no direct contact with any local contacts.
5. some internet "dealers" promise to get help but have no network to set up or obtain that help for the consumers and really don't care about them unless they hope to get future sales from them, then, we know what a sham that is.
6. once I had the unpleasant experience from one internet "dealer" who told people I would help even after I said no, and promised that I would trained the construction company's workers on how to install, which I was told later, was part of the "deal" to cut out the real installers because the construction company did not want to pay honest wages.
7. the only honest approach to internet flooring sales is to have stores where the people can talk face to face after they choose their flooring, and the store has a list of GOOD installers to help them, and the site can be checked to see if corrective action is needed and the right flooring for the site. by having a "reality" store, there is a location and people to help when there are problems.
LAST, I TELL ANY AND EVERYONE WHO CONTACTS ME THRU THE NET, IF THE INTERNET SITE DOES NOT HAVE "REALITY" STORES TO BACK UP THEIR CLAIMS, YOU ARE BETTER OFF GIVING YOU CREDIT CARD NUMBER TO THE AFRICAN PRINCES WHO ARE WANTING TO GIVE EVERY AMERICAN, IT SEEMS, A BILLION DOLLARS.
Last Edited 12/9/2008 10:39:01 AM
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| Roger Gerber 
Posts: 327 Since: 3/17/2008
|  12/9/2008 1:34:21 PM 
Lee, I gave three of my card numbers to a Nigerian doctor. He has invented a curative drug for AIDS, and I am helping him get to the USA so he can patent it.
He has promised me 10% of the profits after all exprnses are paid. I figure it will cost me 20G's and then the profit will be huge.
Did I do wrong? Just think of all the people who he can help.
It's only money.
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| Selva Lee Tucker 
Posts: 634 Since: 5/25/2008
|  12/9/2008 5:23:55 PM 
Yes Roger, you ABSOLUTELY DID THE RIGHT THING! It is men like YOU who will be remembered in the " Anal von der Geschichte"
Do you think I can invest a few of my billions left to me by my lost great uncle. It should be in my account any day now. Just like someone who tried to tell me I could be a rep, and unauthorized rep, for a vinyl company, and all I had to do was help one company having problems, and all future sales would be my commissioned for doing nothing! and not to worry, he would handle everything and made sure I got paid...an example of, an internet "dealer".
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| Roland Thompson 
Posts: 281 Since: 2/27/2008
|  12/9/2008 11:36:32 PM 
In todays world you better always stay on top of things, your customer will come in with info from the web ( even if it is wrong ) and you better be able to handle all of her concerns with truthful answers. Even if they are not buying from the web they still research on it.
FD
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| Selva Lee Tucker 
Posts: 634 Since: 5/25/2008
|  12/10/2008 9:50:04 AM 
Roland, you just touched on a subject close to me.
Over the years as I enter houses or businesses, I have meet the consumers with "documented evidence" that the product or installation was at fault. Always, with "documented evidence" it is the internet forums for consumers or they read forums for professionals they misunderstood. The other source, of course, is the dreaded neighbor who knows it all or the "flooring professional for 89 years" who told "their friend" on the phone or maybe even on site, what the problem is.
I have seen on some forums where it seems "flooring professionals" post to deliberately mislead or misinform the questioners.
Recently, on another forum, I removed myself after posting an industry and scientific definition of a wood term. I later posted sample photographs for them to see. I was met with rude, and extremely crude behavior by one drunk and others refusal to read or understand what they were reading. The drunk would start off each evening semi- polite but as you watch his posting progress, you can actually see the change in his postings become deranged. As the discussion progressed even further, I and other flooring inspectors who are students, yes students, watched in amazement as they proceeded to "boost" each other up into believing they were wood experts. After that, they spewed forth conclusions not based upon knowledge and logic but their own made up standards and manufacturing techniques. Any attempts to reason with the "egos" to help them understand their errors was met with stiff resistance. They were only concerned with showing their "combatants" they are the "smarter one" and out doing each other, not with knowledge but by personal and absurd attacks.
Later, they decided to rewrite the standards and meaning for the hardness testing of wood.
I shared their posting with several people in the wood industry; manufacturers, wood professionals, and wood scientists, and all were horrified such "discussions" could be and I am sure, read by the public or lesser informed flooring people resulting in great harm to the industry. It was suggested by all I remove myself from there and I did.
As one wood scientist emailed me afterward: 1. they are making up their own standards not based upon true knowledge and are using faulty logic to arrive at completely wrong conclusions. 2. they did not use or know manufacturing techniques in their deliberations but proceeded to arrogantly post their "understanding of" the procedures once again using wrong information and faulty logic. I agreed with him further attempts to help those people was useless.
It was not about knowledge, learning and sharing instead it was all about "attacking to win to show how smart they are", but, the sad result was they revealed how immature and ignorant they are.
Lucky for me, on that site you can opt to leave and it deletes all your posts.
This is another long one, yes, I know, longwinded, but now you guys have the facts, David might want to move this to a new thread, what is the responsibility of the flooring professionals to research, learn, attend industry training and have experience before posting nonsense on the internet forums for all to read? What is the responsibility of the sites moderators and owners to police and reject such erroneous postings.
Last Edited 12/10/2008 10:02:02 AM
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| Stephen Perrera 
Posts: 823 Since: 5/27/2008

|  12/10/2008 10:41:59 AM 
quote: This is another long one, yes, I know, long winded, but now you guys have the facts, David might want to move this to a new thread, what is the responsibility of the flooring professionals to research, learn, attend industry training and have experience before posting nonsense on the internet forums for all to read? What is the responsibility of the sites moderators and owners to police and reject such erroneous postings."
Well Lee, I have to agree and disagree.
First, the person is rude and if I'd been admin there I woulda booted him as he was rude more than the alloted three counts and your out IMO but maybe not the admin there. He was warned and has not yet stepped over the line again. Better than the one where I got booted and never got to # one. lol
However your bring up a very interesting point. Ever hear the expression..."If somethings said often enough, you start to believe it?
Well is it up to people like us to stop the industry myths certain entities want us to believe or shall we simply ignore them?
Should we delete them because of what they are told by other industry leaders or manufactures?
Personally I don't think we should censor them from making an A$$ out of themselves. Then everyone shall know.
There's a reason many....the majority of inspectors do not post on the net. Why is that I wonder? Because they are educationally challenged and do not know what they are supposed to know?
No, I don't think letting them get away with posting myths unchallenged is good, and neither is censoring them for their beliefs.
And if manufactures want to skew the facts...the science then it's their prerogative. All you can do is note it in a report.
Stephen
Last Edited 12/10/2008 10:44:44 AM
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| Barry Carlton 
Posts: 162 Since: 6/30/2008

|  12/10/2008 8:44:09 PM 
And I do not understand why you felt that you had to close up and leave. After all you were incognito. It's not like it was obviously Selva Lee Tucker. ?????
b
Last Edited 12/10/2008 9:30:53 PM
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| Selva Lee Tucker 
Posts: 634 Since: 5/25/2008
|  12/10/2008 9:09:56 PM 
Mr. Obssessed ONE! if I walk thru trash, I will smell like trash, if I step in dog mess, I will smell like it, if I associate with people who are idiots then, people will think I am just like them and 99% of obtaining business to support myself is the perception I am professional, behave professionally, and associate myself with professionals who have KNOWLEDGE and UNDERSTANDING of the KNOWLEDGE!
What profit is there for me to continuously exposed and risk how I support myself at my age? Its not like I am going to find a new job or a new career now at this stage. It is this until I die or hit the lotto.
So, I should loose everything I have for????? what profit does it mean for me to expose myself to that kind of behavior and potential loss of income or career?
You know, over the years I have lost a lot for exposing myself posting to try to help people. My competitors have made sure it was known to everyone they could I was trying to help educate installers and give them the tools to not be taken advantage of by the mills and crooked inspectors, so, when is it my turn not to take the hit? I have lost so much work and I don't see anybody, and I do not want that, passing the hat around for me. No, I am not crying in my beer, I am stating what should be easy to see, as an installer, anything you post will stay with you and not affect your obtaining work, so, after all these years, and all the lost work which equals money, I am suppose to help support that site? How many years of posting Stephen do I have to do?
And you say I am running and hiding? Shame on you.
Last Edited 12/10/2008 9:16:15 PM
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| Barry Carlton 
Posts: 162 Since: 6/30/2008

|  12/10/2008 9:27:44 PM 
quote: Mr. Obssessed ONE! if I walk thru trash, I will smell like trash, if I step in dog mess, I will smell like it, if I associate with people who are idiots then, people will think I am just like them and 99% of obtaining business to support myself is the perception I am professional, behave professionally, and associate myself with professionals who have KNOWLEDGE and UNDERSTANDING of the KNOWLEDGE!
What profit is there for me to continuously exposed and risk how I support myself at my age? Its not like I am going to find a new job or a new career now at this stage. It is this until I die or hit the lotto.
So, I should loose everything I have for????? what profit does it mean for me to expose myself to that kind of behavior and potential loss of income or career?
You know, over the years I have lost a lot for exposing myself posting to try to help people. My competitors have made sure it was known to everyone they could I was trying to help educate installers and give them the tools to not be taken advantage of by the mills and crooked inspectors, so, when is it my turn not to take the hit? I have lost so much work and I don't see anybody, and I do not want that, passing the hat around for me. No, I am not crying in my beer, I am stating what should be easy to see, as an installer, anything you post will stay with you and not affect your obtaining work, so, after all these years, and all the lost work which equals money, I am suppose to help support that site? How many years of posting Stephen do I have to do?
And you say I am running and hiding? Shame on you.
Lee, I am sorry if I offended. I have only been doing this forum thing about a year. I am not polished at all. What I asked was a genuine question.
Again I am sorry.
b
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| Stephen Perrera 
Posts: 823 Since: 5/27/2008

|  12/10/2008 10:36:23 PM 
What ever Lee, thanks for the years of support and education. I am sure all installers feel the same. Oh, and inspectors.
We should all take heed to Lee's action. The internet is a bad place to post your real name on forums like this. Your competition will read it and learn how you do biz. The claims anylist will read it and may not agree with your opinion and never send you another inspection. Any lawyer may read it and use it against you in a court case. Industry leaders may read it and blacklist you and you will never get that white collar job you always wanted.
Last Edited 12/11/2008 9:20:54 AM
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| John Draper 
Posts: 76 Since: 10/29/2007

|  12/11/2008 11:11:40 AM 
Let us get back to the internet sales. I understand that the mills don't want to do business with unscrupoulous people on the internet but some of the store fronts are just as bad. Yet when installers like myself that don't have a store front can not buy from the mills but yet they still do business with the e-dealers. We are honest and we give the customer the best p[roduct and installation offered in the business. What is the answer for this?
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| Roger Gerber 
Posts: 327 Since: 3/17/2008
|  12/11/2008 3:28:44 PM 
Partner with a brick and mortar dealer.
Buy at 10% over, add your mark + install and everybody is happy.
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| Stephen Perrera 
Posts: 823 Since: 5/27/2008

|  12/11/2008 5:11:04 PM 
Ain't gonna be no mom and pop B&M stores left pretty soon.
I wonder if I could partner up with Lowes?
Lee, start a new thread, just cut and paste that grumpy ole post of yours and I will too. ha ha
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