Hanhanpeggy | Dreamstime.comWhether they are beginners or seasoned veterans, wood flooring contractors face problems with customers. When problems arise, having an idea of how to handle them can help minimize consequences. The best time to prevent problems entirely, though, is during the initial meeting or estimate. Here are some of the more frequent problems wood floor contractors can avoid with a great initial meeting.
Allow Enough Time
Contractors often don't allow enough time for the estimate. Sure, you've been doing this for years, you've seen it all, and you could walk in with a tape measure and give the client an off-the-cuff estimate. However, in my experience, this can lead to a number of problems, including lowballing the job or giving the customer a bad feeling.
Instead, give the customer an hour for the estimate. Provide a written estimate and go over it thoroughly with the client. Explain any subfloor or moisture issues that may exist. Explain how long the job will take and how the process will work. Make sure the customer is on the same page about which way the flooring will be laid out. Also, go over timeline requirements and discuss the schedule for payments. This not only protects against misunderstandings and costly mistakes but gives the customer a good sense of the type of contractor she's dealing with and the quality of the work she can expect.
Discuss Living Conditions
If the right questions are not asked, it might not be possible to advise customers on the best wood flooring for their living conditions. For example, if the kids are riding tricycles in the house or the family owns a large indoor dog, the floors will endure considerably more wear. Telling the customer that these conditions might mean they have to recoat the floor more frequently gives them the information they need to make informed decisions. This is valuable to the customer and can mean the difference between her being satisfied with the final product or not.
Don't Overpromise
Sometimes we make promises in order to get the job. However, this can blow up in our faces. When a customer asks if the job can be completed in three days, don't answer "yes" unless it's a certainty. While it might be possible, you need to allow time in case things don't go as planned. Subfloor issues can arise unexpectedly, and things can take longer than anticipated, particularly if it's a new type of project or you are using an installation technique for the first time. Materials you expect to be readily available can be out of stock, leaving you looking unprofessional and foolish.
Cover All Your Costs
In order to be competitive, many contractors bid the going rate for the area they work in, but this could leave a company short at the end of the job. Include everything that impacts the job's cost: things like saw blades, trash bags, drive time and the usual 5 percent cutting allowance. Include the labor costs and costs related to their work. If these are left out of estimates, you could be losing money on many jobs.
Be Professional
Some contractors run their businesses more like hobbies than businesses. This is a sure way to lose customers. Show up to appointments clean, on time and with the necessary tools to take measurements and assess the job. When the date is set to begin a project, show up on time and be prepared to work. Stick to the schedule promised. Delays and problems arise, but if every attempt is made to live up to commitments and communicate with the customers, a company will win new customers through word-of-mouth.
Have a Good Contract
Try as a company might to provide good quality service, disputes arise. Many contractors, especially small businesses, disregard the importance of a good contract. The contract is a binding legal document that spells out the terms of the work to be done and the amount of money to be paid for the materials, as well as labor and remedies both parties may seek if there is a dispute. If your company lacks a contract form, download one online or spend a few dollars to have a lawyer draft one. It protects your company and customer.
Gather References
Have references for customers to review; they demonstrate proficiency and the satisfaction of others who have used the company's services. References can be in the form of written testimonials, however, "a picture is worth a thousand words" really holds true here, so I recommend bringing a binder or tablet with project photographs to estimates. Include some photos of job sites where the work is in progress to demonstrate the cleanliness of the job site. Put the images on your website, too, and add professionally produced videos. When the customer can visualize the work, the job is easily won. Hopefully by keeping all of these tips in mind, problems will be less likely to appear.
