Integrity as a Wood Flooring Contractor

Keith Long Headshot

Hello, Keith Long here with Thunderheart Flooring to share some of my thoughts about integrity in business.

A while ago I estimated to put down hardwood flooring in a relatively large home. There were five separate spaces on the main level that would get wood floors if I secured the job. I submitted my company’s proposal, and it was accepted.

I secured half of the total job cost down in deposit, ordered the wood, and had it set to acclimate until it was time to start a few weeks later. When this project came up in the queue, Robin and I were happily removing old floor coverings, preparing the subfloor and installing new wood. About three-quarters of the way through the job, I noticed the number of unused bundles of flooring getting small, while there was still a good bit of flooring left to do.

I put the tape measure to it, and was projecting I’d come out around 240 square feet short.

I put the tape measure to it, and was projecting I’d come out around 240 square feet short. I went back to my original notes, and discovered that when I made my calculations for the proposal, only four of the five areas measured had been included. I had neglected to factor in the square footage for the master bedroom.

Most generally, I work hard at being meticulous and precise. I like math, and calculations usually come easy to me. Never having been in this situation before, I decided to call my father for advice.

For a little background, my father started out with nothing. He worked his way through undergraduate school, and then graduate school at Ohio State University (does this mean someone is going to put ‘Go Buckeyes!’ in the comment section below?). He worked for others until he could get into business for himself. He built an above average business, helping lots of people along the way, and is now enjoying retirement.

I value his opinion, so I gave him a call.

“Hey, it’s me. I miscalculated on a proposal, and am 240 square feet short on this job I’m working on.”

“Do you have it in stock?”

“No, I ordered it from down in Denver.”

“Do they have more of it?”

“Yes.”

“It needs to be in the house for a while before you install it, right?”

“I like for it to acclimate, yes. But this wood has been here for a few weeks, and it only moved one percentage point between when it was delivered and now. If the next wood measures the same on moisture content, I’d be fine to install it soon. I could let it sit for almost a week while I finish installing what I already have here in the home, and sand it. Then I could install that last room, and sand that.”

“Here’s what I’d do if it were me. I’d call down to Denver, and see if they can deliver tomorrow. If they can’t, I’d shut down for the day early enough to get down there and pick it up today. Either way, the problem’s solved.”

“I don’t mind doing the extra labor for nothing, but would you talk with the homeowners about possibly buying the wood?”

“No, I wouldn’t. If I gave them a price, and they picked my company because of what I bid, I’d see it through. You’ve been at this a long time, it’s never happened before, right?”

“Right.”

“Well, so you absorb some cost. That’s not tragic, you’ve got a good thing going. The only tragedy I could see coming out of this is if a person doesn’t learn the lesson.”

I ordered the wood, and it was delivered the next day. Everything worked out just fine. The homeowners were so pleased that when they moved in, they had me resurface the home they had just moved out of. They referred me to their real estate agent, who has already recommended me to four potential clients, three of which I have done jobs for.

I have a sheet of paper on the wall above my computer monitor, which reads as follows:

A customer is the most important person in any business.

A customer is not dependent on us. We are dependent on him.

A customer is not an interruption of our work. He is the purpose of it.

A customer does us a favor when he comes in. We are not doing him a favor by waiting on him.

A customer is a part of our business, not an outsider.

A customer is not just money in the cash register. He is a human being, with feelings like our own.

A customer is a person who comes to us with his needs and wants. It is our job to fill them.

A customer deserves the most courteous attention we can give him. He pays our salary. Without him we would have to close our doors.

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