What can you do to prevent unwarranted callbacks from customers?
Rather than having your clients ask you to inspect something they think is strange and finding out that there was really no need for a callback, take these steps to save yourself some wasted time and energy.
1. Leave every client with a floor care guide so they know how to properly maintain their new floors.
The hope is that these guidelines will prevent them from doing irreparable damage to their floors (like high heel dents and water damage) and then blaming you for it.
Click here to read our tips for creating foolproof floor care guides.
2. Educate them about the hygroscopic nature of wood (i.e., the potential for expansion and contraction) if they have solid floors. You might also want to provide them pictures of what’s normal and what’s not so they have a frame of reference.
3. Inform your clients about tools such as relative humidity meters to let them monitor the status of the surrounding environment themselves. Home style meters are only a few dollars. That way, they will only have to call you if the relative humidity exceeds certain levels.
This will allow them to monitor the RH on their own and save you the time and energy of taking a trip to visit them when everything is actually within the normal humidity range.
4. Prevent the problem in the first place by doing ample research on your prospects before you sign with them. Before you sign a contract, look out for these signs of a customer who might give you unnecessary trouble.
5. Do a good job! It’s understandable that sloppy work gets callbacks. Make sure that your installations closely follow NWFA guidelines. You want to leave every jobsite with a clean conscience and know that your customers will be satisfied with a job well done.