by Lew Migliore
I received a letter asking for my expertise. What is interesting is that the carpet in these offices has been installed for years. It is not a new claim.
The carpet is over 10 years old and in some offices it is turning light green. Most offices have windows but there are a few interior offices that are showing the same reaction. We recently had several offices professionally cleaned and soon after we start- ed seeing carpet fibers/particles all over the chair mats and chairs, even after nightly vacuuming. My questions are: Continue reading Claims file: Light issue, heavy problem
Part 1 of 2
by Kelly Kramer
If you missed Lew Migliore’s Article “Warranty Headaches” go back and read it again (FCNews, Feb. 8/15). Talk about hitting a common problem issue on the head. Lew talked about what happens to us retailers when we use warranties as a selling point. Continue reading Retail education: Only one good warranty
Final part of four
by Michael Pinto
Over the last three articles I presented information regarding the concept of cleaning for health. It can be difficult because individuals don’t always focus on aspects that could have a positive impact on their businesses.
One example is in higher risk environments like healthcare facilities, where the most successful programs are a collaboration between medical personnel who understand the risks to patients and restoration contractors who are familiar with various building issues. Continue reading Clean Sweep: Cleaning for Health
by Robert Wagner
For three days in November, the North American Association of Floor Covering Distributors (NAFCD), will be breaking with tradition.
Don’t worry. The annual conference will continue to offer you everything you value—networking, education, the distributor’s marketplace—but what is changing is that NAFCD will be joining another leading organization, the North American Building Material Distribution Association (NBMDA) for this year’s conference.
Continue reading Distributors’ Perspective: Bringing you the best
by Warren Tyler
There has been an effort from the retail merchandise groups to service what they sell. Part of this effort has been to offer in-house carpet cleaning operations, but participation, so far, has been sparse. Group members should jump on this opportunity to keep customers coming back and as a significant source of income.
For years auto dealers have used this strategy of servicing what you sell to retain customers. This has been one of the biggest weaknesses of the flooring industry. Thus far our most powerful weapon in this battle to keep a “customer for a life- time” has been personable salespeople.
Wet cleaning in the hands of certified and competent operators is an acceptable form of maintenance in the eyes of some industry people, but wet cleaning in the hands of consumers can be a disaster. Most Americans believe “the more the better” and in cleaning carpet that means more water and more shampoo.
Continue reading Salesmanship: Service what you sell
by David Stafford
The question of what is right, correct or an industry standard in charging for flooring products and installation keeps coming up. As a former dealer and flooring contractor with retail, commercial and government work experience of over 22 years, I’d like to offer an answer.
Carpet, resilient, hardwood, laminate, ceramic, stone or other manufactured products are all made to a certain size. It is pure coincidence if a product fits the space where it is to be installed. You can bet that during installation minor or not so minor trimming must be done for a quality installation. In fact, most products are made with the idea that trimming must be done. For example, we have the selvedge edge of broadloom car- pet or cutting hardwood for a room that is not square. Within the fashion industry—whether flooring, wall covering, lumber or a brand new suit—trimming, cutting fitting and pattern matching must be done. Continue reading Installments: Gross vs. net charges
by Lew Migliore
This column was instigated by a commercial flooring contractor who was questioned on the use of underlayment versus a self-leveling material for the installation of new car- pet tile.
The installation proposal stated underlayment was included but the customer disagreed with an additional charge for the self-leveling required for a successful installation. They felt underlayment and self-leveling materials were the same thing and were already paying for it. While both materials do go under flooring, there is a very distinct difference.
Continue reading Claims: Underlayment vs. self-leveling
by Kelly Kramer
As my friend and mentor Warren Tyler always says, the good information on selling is already out there. What Warren and I do is explain it in our books and training talks. Having good, helpful information is great but knowing when and how to use it is what sets you apart.
Continue reading Retail education: You know this stuff
by Bart Basi
If you live in the U.S. you are well aware of the economic situation. According to the Beige Book published by the Federal Reserve, nearly every sector of industry in every geographical region of the country is in an economy that is essentially stuck in neutral. While some indicators suggest the recession is over from a gross domestic product (GDP) stand- point, nearly every other indicator, including employment, spending, job, security and the consumer confidence index, all suggest the populace is not in prime condition.
Continue reading Financial: Legislation and tax impacts
by Warren Tyler
Sales are the most critical element to the success of any business. Nothing happens until the sale is made. Yes, merchandise is important, especially if it is unique, and marketing creates the desire for a company’s products, but all this can be trumped by a professional salesperson working for a competing company. One of my concerns with our industry is that the people who run retail groups are focusing more and more on marketing and less on selling skills.
Continue reading Salesmanship: Professional selling