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 StoriesContractingBlending Personality With Practicality: See the Winners of the 2025 WFB Truck and Van ContestGet ready to rev your engines and roll into the world of wood flooring pros’ work vehicles. The WFB Truck & Van Contest celebrates pros' trucks and vans with categories for Best Exterior Graphics, Most Organized Interior, Most Unusual Work Vehicle and Biggest Disaster.DesignAnimator’s Studio is Transformed With a Herringbone Pencil FloorSubfloor PrepSelf-Leveler 101: How We Do It Before Installing Wood FlooringParquetTransformative Flooring Design Illuminates HomeSponsor ContentA Complicated Challenge: Refinishing the Tavern on the Green
