Customer Relations for the Flooring Inspector, by Mike Currin

[TFP Admin]

This is a thread for discussion of the article, Customer Relations for the Flooring Inspector, by Mike Currin. Your comments and questions are welcome. You are invited to rate the article by selecting a rating in the drop-down box above right.

Excerpt from: Mike When dealing with an unhappy consumer, it is not wise to become defensive or take the discussion personally. Remember they are not angry with you, but at the situation. The types of personalities you will encounter will run from meek and mild to aggressive. The most important thing is to listen.

Please read the article here: http://www.thefloorpro.com/articles/..._inspector.php and join us in the discussion below.

[Peter Kodner]

Mike, a very good intro into Flooring Inspections 101. Brings to mind my mission statement:

Floor Asset Management is dedicated to providing reasonable cost professional forensic services to all facets of the floor covering industry. Our commitment is to collect pertinent facts and data at any phase of a flooring project to assure proper selection, installation and maintenance in all end use situations. We further commit to remain unbiased and to treat all parties of the flooring project with equal respect and integrity.

Of course a mission statement is meaningless unless you revisit it on a regular basis and follow it rigorously.

[Jerry Thomas]

Good article Mike and you make some good points. When i see you guys photos on the inspection forum I find it hard to believe sometimes that a problem goes on and on and on until you are brought in...... instead of the retailer or installer just dealing with it.

Thank you sharing.

[Peter Kodner]

Jerry, if all retailers and installers did their jobs, there might not be much need for inspectors Sheez, I'd have to work for a living

[Jim McClain]

Peter Kodner said Jerry, if all retailers and installers did their jobs, there might not be much need for inspectors Sheez, I'd have to work for a living

And manufacturers, maintenance providers, building contractors, slab construction workers, framers, cleaners, cleaning product manufacturers, product marketing specialists, advertising producers...

The list goes on and on.

So, it's not just the retailers and installers, right?

Jim
PS: at least I ain't afraid to give this article a rating - just click the Rate Article drop-down up there on the right and pick a star, any star.

[Peter Kodner]

Gosh, I have all kinds of sources for new biz

[mcurrin]

Peter you are quite an insightful young man. This article is a modified version of the forward in our in-house training manual. Jim, thanks for the venue and the rating.

Which brings me to our mission statement..

Flooring Warranty Services Mission Statement-

To continually better ourselves, our company, and the industry at large through ethical, efficient, and effective practices.

A bit shorter but then as you said I generally get to the point.

Thanks Jerry I'm glad you liked it. I share your angst that they get so far out of hand.

Mike

[Peter Kodner]

When you are trying to fill pages, verbosity sometimes comes in handy

As for young man... from your lips to God's ears

Mission statements are far more than (or should be) words. There is not a single week that goes by, that I do not use this yardstick to measure my performance. Although I don't always meets it, I believe what Vince Lombardi said (paraphrased)"We aim for perfection so we can achieve excellence. If we aim for excellence, mediocrity becomes the norm."