Richard G. EnsmanRichard G. Ensman Jr. is a Rochester, N.Y.-based freelance business writer.ManagementGetting the Most From Attending a Trade ShowNovember 30, 2001ManagementDealing With Angry CustomersOne of the leading causes of customer anger is a wood floor that does not live up to expectations. A faulty installation is sometimes responsible, but more often the culprit is an unreasonable set of expectations on the part of the customer. You can head that off by educating the customer about wood flooring, making sure his or her expectations are reasonable. Here’s what you can do: • Do not oversell the job. • Explain that the floor will not look as flawless as furniture. • Explain the natural beauty and characteristics of hardwood flooring — expansion and contraction, and color and grain variations, for example. Also point out that some species of wood tend to change color when exposed to light. • Provide samples with the stain color and finish you will be using. • Discuss the use of the room — pets and children, for example — and the effect that might have on the floor. • Discuss proper maintenance procedures with the customer. Talk about scratching, fading and ambering. Talk about recoating.What Sets a Customer OffDecember 31, 1998Page 1 of 1Top StoriesDesignCraftsmanship Across the Globe: Introducing the Winners of the 2024 WFB Design AwardsHailing everywhere from Italy to Portugal to Cincinnati to Washington, D.C., to Brazil to Chicago (by way of Poland), the recipients of this year’s WFB Design Awards prove, through sweat and creativity, that true craftsmanship has no borders.Machines/ToolsMeet the Repairman Turning Edgers Into ArtworkContractingWhat’s Your Top Advice for When Things Get Slow?DesignWhite Oak vs. Red Oak: As Pressure Increases on White Oak, Red Oak Is a Versatile AlternativeSponsor ContentRecognizing Retail Excellence: Enter the 2024 WFB Outstanding Retailer Awards
