Bruce Uhler, environmental ambassador for Kährs Hardwood Flooring, remembers a customer service call that left everyone shaking their heads. The person called to complain about some Kährs flooring; he said it was awful and not what he ordered. He continued to complain, saying it had an inferior finish and even had "print markings" on the floor. The caller went on and on for quite some time about the disappointing product, although he would not identify from where the product was purchased. So, the customer rep asked the caller to ship a piece to the office at the company's expense so it could be inspected. A whole carton showed up, and, oddly, it was unopened. It was then they realized: The customer had been able to see the top board, which is always packaged upside down, so he had been complaining about the bottom of the flooring (which, as it turns out, he had ordered online, instead of through a distributor).
