With the economy in the condition it is today, claims should be avoided at all costs.

As I write this, I am overseeing a project replacing a commercial carpet installation that went bad. The installer and I were discussing how jobs that have gone bad are often blamed on installation failures. If you've read anything I've written over the years, you know that I do not believe installation is the industry's biggest problem. Putting the wrong product in the wrong place is number one. Installation is number two. That being said, you have to consider the reason for that, which our conversation shed light on.

We were talking about a wood job where the installer noticed a problem with the material as he was taking it out of the box. He brought it to the builder's attention and was told to install the flooring anyway. Later, when a complaint was filed for the wood delaminating, the inspection determined that the HVAC system was not operational. The installer told me this was true, but again he was told to install the material anyway. The failure was deemed an installation problem. It was but only because the installer was forced to install the material against his better judgment.

I suggested getting a waiver signed so installers will not be blamed for things like this. His response was that if he did that he wouldn't work because right now there are installers lined up waiting to take whatever jobs are available- under any conditions. He said, "If you want to work, you have to do it any way." This is a direct result of today's economic conditions.

It's unfortunate the many efforts being put into training and correcting the reasons for installation problems- particularly by INSTALL and CFI- is undermined by those who don't care who or how the floor is installed as long as it gets done. Now is not the time to compromise the diminished number of flooring jobs being sold.

If the installer is conscientious enough to know his work is being undermined, and he says something about it, he shouldn't be blamed for the installation failure. If you insist the guidelines and rules of installation mandated by manufacturers and the industry be strictly enforced, implemented and adhered to, installation failures will fall significantly, and your profits will rise. At the very least, you'll be able to keep the profit you make without giving it back and then some because of a claims loss that could have been prevented.

If there ever was a time to do things exactly by the book to prevent a loss, now is that time. Live by this rule: When in doubt, don't do it.

If you proceed with a job when you know or have a gut feeling something may go wrong, you deserve what you get. If you question a job and hesitate because you think it may be a problem, even if it means giving up the work, pass on it. The loss you'll incur when the job fails will be far greater than the profit you would have made.

Until the economy picks up again it will be dog-eat-dog marketplace, but don't give up doing things the right way. If you explain what you're going to do and why to every customer, you will ultimately save money and ensure the right product and correct installation. Then you will be successful.

Once you lower your standards, it's hard to raise them back up. If you keep them high, you'll prevail now and into the future, and you'll actually have a future. If you keep getting better at what you do, you'll not only survive, you'll thrive.