In keeping with my pledge to help retailers be more profitable and avoid losses, let's discuss the hows and whys of filing a claim.

First, you should always file a claim as soon as it is received from your customer, regardless of the circumstances. Even if it is a fuzzing concern and should subside over time, file the claim. You will be on file, and there will be a record of the complaint even if it turns out to be unfounded. The manufacturer will keep the claim open for around three months, but there will always be a record. If you don't have to pursue the claim there's no harm done; at least you had the option of moving forward if the concern turned into a real complaint.

On the other hand, if you have to pursue the claim, the manufacturer has a record of when the problem was reported and you won't be faulted for not filing it sooner. Once you file a claim, whether you actually invoke it, keep the claim number on record. If you don't file a claim for a while, assuming you have to, the claims department will likely assign it a new number, but it can still reference the old number. Once you file the claim, the manufacturer may want to send an independent inspector. Let it do that.

Keep a file and document on everything when it occurs. If you have a history of the time, date and concern from the start, you won't be guessing when and if the complaint materializes into a legitimate claim. You should always look at the concern when it is first brought to your attention so you can see the flooring material first hand. You may be able to resolve the issue yourself.

Always take photos. Digital cameras are easy to keep in your pocket and take excellent pictures. By keeping excellent and organized records of a concern, you can reference it intelligently and in detail to the claims department without having to say, "I don't know, I'm not sure, gee let me think, uh..." The more knowledgeable you are the more professional you'll sound and less ignorant you'll be. You will come across as someone who has his act together and is not just trying to dupe the manufacturer for a frivolous folly.

In the file it would be a good idea to put a small sample of the flooring material or at least a picture of it so you'll be reminded of the exact product. Make notes of exactly when you were there, what you saw and what took place, including notes about the conversation you had with the customer. Don't trust your memory. Unless you're superhuman you won't remember. If it saves having to replace the floor or being perceived as a professional operation, it will actually save you time, money and aggravation.

Some of you will do this, but most of you won't. The ones who do are the ones who will be most successful. Any time I speak to someone who needs help with a problem, I take notes so I know what we talked about, what action needs to be taken, if any, and when. The information is easy to reference later when there's a question or follow-up conversation. These are all simple business concepts that make sense. Paying attention to details saves money and makes money. This is information nobody else will tell you, and it isn't something you'll find as a how-to guideline. This is information gleaned from our experience and asking people with manufacturing claims experience to share with you. It makes the claims folks' job easier as well.

If you have any questions or need any help, contact us.