With 2006 behind us, let�s see if anything relative to claims, complaints, customer service, installation or profitability has significantly impacted your business operation.

Claims and complaints seemed to remain constant with the two biggest being side match shade variation, and buckles and wrinkles. Not much has changed as long as more and more product is dyed using a continuous process, the color shade of carpet is always going to be an issue. In each run, the color can vary from side to side and end to end within your roll. The best advice is to take the fill pieces from the section of carpet cut for the main drops and not wait until the end of the roll. In addition, find out who is the best at feather dyeing in your local area.

We have also found it's becoming more difficult for some mills to handle claims. Therefore, you must make sure all your information is in order with no mistakes and the claim you are filing is indeed legitimate.

Additionally, the claim for fuzzing was particularly difficult to deal with this year. As for buckles and wrinkles, be sure to acclimate the carpet, power stretch it, don't use a pad that is too thick and place the tackstrip correctly. A technological advancement, the new Free Lay backing system, will solve these issues. Refer to my previous column for more.

Customer service also appears to be a bigger issue because consumers in all businesses are receiving less of it. These are not two words but a philosophy that can make or break a company. The best way to provide good service is to make sure you take care of getting the right product in the right place. If you don't create a potential problem to begin with, you won't have to worry about having one later on. It will also better enable you to combat competition.

Furthermore, installation is still an issue and I have found few retailers who are doing anything to improve this area. Your first step should be to make the installer part of the team and get his opinions on installation techniques. Hold specific meetings to find out about the latest technological advances in the trade. Bring in suppliers from a list of your vendors. Learn more about their trials and tribulations. If you show you care about them, they'll care about you. Sure it's more work, but it is an inexpensive way to prevent installation related problems. So if and when one does arise, it won't be your fault for not taking any action.

Speaking of technology, more consumers are using the Internet to learn about your products than you realize. As a result, it would be a good idea to catch up with them so you don't appear unintelligent. This is one area that has changed in the last year and will continue to change. It's a timely issue that demands your attention. Every year, even daily, people rely on the Internet for information- some is of good quality, some not so, but they are using it and you must, too. This is the future of your business.

My last comment is on the continued paranoia of the big box stores. My personal opinion is this subject is severely overblown. Have you ever been to these places to see what they have and how they are staffed? They have fewer products that are poorly shown and hardly anyone to wait on you. They are only getting business because they advertise like crazy and have incentives to buy. Unless you want aggravation instead of real service with great selection, a specialty flooring store is the better option.

Have a wonderful new year.