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 StoriesSurveys2026 Wood Floor Business Contractor SurveyHere are the results from our exclusive survey of wood flooring contractors.ManagementHow Online Quoting Saved My Sanity and My BusinessTechniquesHow We Did This Floor: A Mixed Media Floor Fit for a Texas CastleLegal AdviceWood Floor Pros: Legal Risks of Working for Friends and FamilyDesignEnter the 2027 Wood Floor Business Design Awards
