Inspectors as Consultants Can Help Prevent Problems

I started my career in the flooring industry in the spring of 1971. I worked for a small flooring company specializing in custom manufacturing and installation of parquet and colonial plank. Upon my employer's retirement in fall of 1974, I began my own flooring company continuing with his handcrafted tradition and customer service.

For over 35 years I acquired friendships with many fellow colleagues in the flooring industry, including installers, sanders, finishers and distributors, but in 2006, when I became an NWFACP Certified Wood Floor Inspector, it all changed. In many cases, flooring contractors will bump into one another at the distribution centers while waiting for the trucks to get loaded. Suddenly, my long-term friends no longer wanted to make casual small talk. In fact, they avoided me like the plague. I cornered one of my closest colleagues and asked him, "What changed?" He said, "If you haven't noticed, everyone is scared to death of you and you are the enemy. To put it plain and simple, inspectors aren't welcome on any job."

I'm Not the Villain

As an installer myself for all those years, it was not my mission to become the villain or ambulance-chaser, but rather to help those in need of flooring expertise. That is why I created my separate inspection business, providing real-time solutions for real-time problems. No installer likes to be thrown under the bus, including myself. The NWFACP inspectors are trained to provide forensic investigations to determine cause of failure. Therefore, I classify myself similar to a CSI (Construction Site Investigator) and determine cause of failure.

I realized the only way I was going to gain fellow flooring contractors' trust was through education. I contacted three local flooring distributors to sponsor flooring education seminars for their clients. During the seminars I would present sample floor failures and means of correction or simple prevention methods using the NWFA Installation and Sand & Finish Guidelines. The contractors soon came to realize I am not their enemy, but rather a local flooring source they can trust when flooring questions arise.

I Can Actually Help You

Now I work as a consultant for many flooring contractors, reviewing specifications and providing guidelines that are obtainable for both the GC and flooring contractor. In many cases on large projects, specifications are distorted or vague. As a consultant, I give direction on proper conditions and guidelines to ensure optimal flooring performance. I am also working with architects in the design/build phase of projects to avoid costly oversights. For example, using 12-inch hickory over hydronic radiant heating can be done successfully—as long as certain parameters are met and maintained.

Another service is phone consultation, which is pretty simple but very effective. As we all know, flooring installers often get less-than-optimal job-site conditions and are under incredible pressure to install the floor anyway. That's where I can come in. When the flooring installer identifies a problem that does not comply with NWFA or manufacturer guidelines, he will place a three-way call between myself (flooring consultant), the GC and himself. The installer will specifically ask the consultant about his or her concerns about existing job-site conditions and ask for recommended corrections. I provide a follow-up e-mail to the installer outlining corrections to job-site conditions.

On Your Side in Court

In many cases, against my recommendations, the GC will contact the installer a couple days later to move forward to remain on schedule. The installer will confirm the GC's decision with a follow-up e-mail to the GC and cc a copy to me. When this floor fails, the flooring contractor will retain me to perform the floor inspection. I now have previous history, including all correspondence between parties and written e-mail of denial by the GC. In most cases this will hold up in court due to the fact that the GC willfully proceeded with the installation knowing what the outcome would be for the property owner. When combined with a disclaimer or hold-harmless agreement (when allowed per state statute), the flooring installer has a good chance of winning his case.

During the past three years my consulting/inspection company has grown dramatically, even in a down economy. I have learned that by being open to flooring questions, I can help many flooring contractors avoid flooring failures and gain their trust. I feel many flooring contractors and local inspectors could benefit by networking and team-building with each other, rather than come face-to-face as opponents in the courtroom after the disaster.