Claims file: Using another adhesive

August 30, 2010 | Comments Off on Claims file: Using another adhesive

by Lew Migliore Recently, we had a question from a reader that had never been asked before. “Do you know what the legal position is on manufacturers that will not warranty their product if an installer uses another adhesive?” First, let’s explain why companies specify their own adhesives. Not many manufacturers produce their own adhesive. They are usually made by one of many very good adhesive manufacturers and are formulated for use with a particular...

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Retail education: Follow them home

August 30, 2010 | Comments Off on Retail education: Follow them home

by Kelly Kramer One of the drawbacks to writing a national column is that my local competitors also read my advice. So, in essence, I give productive ideas to my local competition. Recently, I saw a competitor’s television ad that heeded my advice promising to follow the customer home and give a free measure. Up till that day, their measures were charged and set up a few days out. (more…)

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Clean sweep: Carpet and rug problems

August 30, 2010 | Comments Off on Clean sweep: Carpet and rug problems

Part 1 of 2 By Patricia Harman There are a number of issues that may arise as customers use and care for their specialty rugs or wall-to-wall carpeting. Here is an overview of several problems to make customers aware of at the time of purchase or before providing cleaning services. (more…)

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Salesmanship: Why should they buy at your store?

August 9, 2010 | Comments Off on Salesmanship: Why should they buy at your store?

by Warren Tyler Last year I wrote an article called “Good Store, Bad Store,” the premise of which was 5% of professional flooring stores did all the same things right, while 95% of the stores did all the same things wrong. The column attracted much attention with many readers admitting that unfortunately they fit the criteria of bad stores. (more…)

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Claims file: A little common sense, please

August 9, 2010 | Comments Off on Claims file: A little common sense, please

by Lew Migliore Almost 40 years in the industry and every day brings a new and exciting cornucopia of issues. A dealer recently received a complaint from a consumer because her vacuum cleaner was leaving burn marks on the carpet, which was a cut-pile polypropylene. The consumer was using a new upright vacuum with a beater bar and brush. (more…)

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Salesmanship: Selling price

July 27, 2010 | Comments Off on Salesmanship: Selling price

by Warren Tyler Browsing through the competition, I was astounded to read a column about “trading dollars,” a practice when there were 30,000-plus flooring stores. Many marginal retailers who believed the only way to sell is with price and needing cash would give away merchandise at cost to finance the next order. Theoretically, this practice can work if you can sell more each and every week—the bills finally coming due after your demise. (more…)

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Claims file: Hey! That’s my carpet!

July 27, 2010 | Comments Off on Claims file: Hey! That’s my carpet!

by Lew Migliore In my 39 years in this business I’ve never had anything like this happen before. A dealer forwarded photographs and information for a complaint about a carpet that is the same product we have installed in my wife’s home office in a different color. The carpet in question has been installed for a year-and-a-half in a kitchenette, living room, hall and bedroom. The consumer feels the carpet is not wearing well and...

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Retail education: Wants vs. needs

July 27, 2010 | Comments Off on Retail education: Wants vs. needs

by Kelly Kramer Just about every educational sales trainer writes about wants, needs and means. Wants are what a person would ultimately like to have, like a Porsche. Needs are what I consider to be the bare minimum, like a mop head. Means are what the average person can afford, usually somewhere in the middle. (more…)

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Salesmanship: Customer service vs. company policy

July 13, 2010 | Comments Off on Salesmanship: Customer service vs. company policy

by Warren Tyler Now more than ever, customer service is what differentiates your store from your competition, especially the big boxes. Unfortunately the boxes have received a lift from the economy despite their well-deserved reputation of lack of knowledge, shoddy installs, mis-orders and mis-measures. The 90% of Americans still working have money, in fact more than ever, because the savings rate has increased and consumers have held off buying. However, they are leery about spending...

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Retail education: Project minded

July 12, 2010 | Comments Off on Retail education: Project minded

by Kelly Kramer When I think about my history and the way things have happened in my life, the phrase, “Now I am one” comes to mind. It is also the reason the title of this edition of Retail Education is not called, “Goal oriented.” A long time ago I realized I’ve never really set any goals throughout my life. It might strike many of you as strange to hear that the retail education guru...

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