Problems & Complaints…..Your Opportunity To Shine

Any retailer can look good at the close of a floor covering sale. However, the greatest opportunity to shine does not present itself until during or after installation. This is the time when most problems & complaints can occur.

Whether the account is a consumer or a commercial builder, repeat business will  be ensured only if the retailer acts quickly during this resolution process. The key is to have the right tools in place at every step.

Do you have the best trained, most educated person on staff assigned to be the first-responder for customer problems/issues.  As it is impossible to make an accurate assessment over the phone, make certain that this person personally visits a job site within 24 hours of a problem call to review the situation first hand.

Problems may involve: the jobsite conditions, the installation, or material defects. Careful inspection will reveal the area in which the problem lies. If for any reason the staff member is unsure a call to Advantage Pro Inspection will be beneficial. A discussion with Roger, from API can direct you in the right way to turn. An inspection by Advantage Pro Inspection can also be arranged.

This assessment stage exposes why training and education are so important. To determine where a job or a product failed, you need the installation training offered by the manufacturer or the distributor. Advantage Pro Inspection often has this at their fingertips, from using it on other claims. A quick Internet search of the leading floor covering manufacturers, distributors and associations' Web sites reveal a vast quantity of information and educational classes available to train you, your staff and the installers with whom you do business.

Ours is a service industry. We sell, install and service the floor covering products we sell. It is important that the retailer protects return sales by quickly resolving any issues or answering any maintenance questions that may arise. One easy way to do this is to partner with Advantage Pro Inspection for a professional assessment of problems when they arise.  There is no better time to build a relationship and shine in the consumer's eyes than in the careful process of problem resolution.