General Rules for Dealing with Flooring People

I have an old carpet buddy - much wiser than I - who reminds me, “in Service, the closer they are to the floor, the less you can trust them.” After 10 years of fighting him on the subject, I finally had to admit he probably was right. You can't get much closer to the floor than Flooring People. Who knows why? Maybe it's the glues? Whatever, you've got to have some special rules when dealing with flooring people.

I have this real sweet customer I've cleaned for years. We have a good rapport. I think she trusts me. She was about to move across town and wanted new carpet and I was lining it all up for her. She listened to me prep her for the installation. I was telling her how to deal with the installer when about half way through, she stopped me, “Joe, you don't trust this guy very much, do you?” I had to admit she was right. “You know, I don't trust anybody in this business anymore. I used to. But not anymore.” It was embarrassing to have to admit it since it's my trade too. And it's me who's recommending these people. You just have to stay involved and watch what they do, not what they say. I've seen too many people get ripped off by retailers, and salesmen, and installers.

Well, naturally this poor lady was on-guard all through the installation. It wasn't an unpleasant experience, but she wasn't offering them milk & cookies either. She went by the rules I gave her and she got a good job. She left me a sweet little message about how smoothly it went. But I bet it wouldn't have worked out that way had she not been there and stayed involved.

I've backed-off on the rules a few times and almost every time it's bitten me (and the customer I'm trying to help). So, I use the rules every time. I don't do contracts but I do have rules. You may think it's intimidating to the installers, but the good ones don't seem to mind. They actually respect it that you're involved in what they're doing. It's the bad ones who say “no thanks, you're a pain in the a__.” That's good. That's why I started carpet at cost: to reward the honest, hard workers. They get to make all the money and you get to be happy. Who could have a problem with that? It shows that my service works in weeding out the crooks & liars.

So you've got some rules to follow and some questions to ask. If you follow them, you'll probably get a good result. If you don't, you probably won't. You won't need me to say ‘I told you so.’ You'll have your carpet to look at. Installers respect people who have taken the time to learn a little about their trade. My mom made better Sloppy Joes when I helped her stir the sauce. If you know what a power stretcher is, and you know to ask for a dense pad, and you ask them to let you inspect their work, then they will take the time to do it right; not because they're afraid of you but because you care about their work. Involvement is worth more than a big tip. It gives them purpose. I learned about people who stay involved from working for Boeing People.

If you rush an installer, or nickel & dime him, or disrespect them, then you can forget about getting a good job. They got all this from working for carpet retailers. That’s why the good ones work for themselves. It’s tough love; that's what most tradesmen respond to best.

So, here’s the three rules that will help you (especially you nice people) get a good job:

	1.	Never trust anyone when it comes to flooring.
		It's a fact: the more friendly and accommodating they are, the less you should trust them. The companies with the best image use that image to trap you into complacency. It's too late to find out how they really are once they've got your money. If you follow these rules, you'll be paying as you go, so you can't get hurt. On the other hand, the matter-of-fact guys are the honest ones. You wouldn't suspect it because they come off a little rude. But their performance makes up for their lack of tact. Skilled craftsmen do it for the pride of accomplishment; not the money. So if they're all about the money hire somebody else.
	2.	Never pay for the whole job upfront.
		Paying the Material: You have to pay for material before it can be ordered, but you also have the right to inspect it before it's installed and with some carpets, you can even refuse it up to 30 days after installation. Carpet Manufacturer's concessions were never more fair and they are very good about honoring claims against their material so you have little to worry about as far as material goes. It's the labor that can bite you. Paying for Labor: Installers shouldn't charge you until they are done and you are satisfied. And you should not say you are satisfied until you have it inspected or at least perform your own inspection. An exception would be multi-day installs or where the installers need a lot of accessories and they want you to pay for them upfront. That's fair.
	3.	Always be a squeaky wheel.
		If you want respect (especially from retailers), BE A BITCH. Women always chuckle when I tell them that, but they know I'm right. The nicer the people in the store are, the more bitchy you must be. It's the sweet, trusting people who walk into the store with an open checkbook who will end up in tears before it's all over. Trust me. If you are a natural-born sweetheart, then you better have a grouchy old neighbor negotiate and be there for you. It's not hard to get flooring done right. You've just got three rules to remember: No trust. No money. No cookies. © Copyright 2001-2004 Wanders Inc. All Rights reserved.