Hardwood Floors February/March 2017

By using responsible practices for the installation, and by testing and documenting the various moisture contents at the site, the flooring contractor is taking the necessary steps toward a successful installation. Unfortunately, when builders’ schedules place the flooring installer in a situation where they are being forced to install in unfavorable conditions, everyone pays the price and the homeowner is often left with what is perceived to be faulty flooring. It is the business of each of the parties to know and control those areas of responsibility in his or her domain, within reason. But some good insurance against getting a callback a few months after the installation is customer education. Customer education about proper maintenance procedures and normal expectations for their wood flooring is part of the installation. The owner should be

aware of the installer’s limits of liability. The owner should also know how wood reacts to changing temperature and humidity conditions and what constitutes acceptable cracks between boards that will disappear over time. The NWFA Water and Wood technical publication provides a two-page brief that the contractor can leave with the customer as part of his or her education. But if complaints occur down the road, there are some common-sense guidelines on how to handle them like a professional. The NWFA has a complaint/checklist form available to members that can be used for jobsite inspections and complaint resolution. Call 1.800.422.4556 or visit NWFA.org for more information.

QUICK TIP: Take a photo of the jobsite information at the time of installation. This makes it readily accessible and will go a long way in clearing the contractor of any wrongdoing if necessary.

How to handle an upset customer:

• Listen. Except for the few “professional complainers” who use complaints to avoid contractual obligations, most homeowners just need to vent their frustration — and you need to know the problem. So listen all the way through the homeowner’s remarks, even if they become offensive. Typically once he or she has had a chance to state their case, they will probably be much easier to deal with. • Be sympathetic. Never take a complaint personally. You can express your concern without taking sides, even if you must later dispute much of the owner’s view of the problem. You can’t really blame the owner for wanting the problem fixed.

• Be objective. Do not allow emotions or prior knowledge to get in the way of handling facts as facts. There is no benefit to arguing. Simply collect all the facts. By the same token, keep in mind that a few boards do not always constitute a legitimate complaint. • Log all information, from the first contact through a full inspection. Initially, get all pertinent data such as owner’s name, address and phone, plus the same information on the builder, retailer or contractor. Note what the product is, the brand, when it was purchased, the quantity,

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