Be Assertive But Kind What can you do about the pushback? Someone ends up paying, how do you make sure it isn’t you? As a dealer, if the manufacturer declined it without an inspection, get it inspected. If they declined it after the first inspection, get a second inspection. Many times, we can consult with you on the report if they sent you a copy (insist on getting a copy, if they are declining a claim, you are deserving to see why) and let you know what to lean on. Push on your rep; they don’t want an upset customer as much as you don’t want one. As an installer, push back on your dealer or supplier. Ask to talk to the rep or get the dealer to push for you. As a consumer, go back to where you got it or contact the manufacturer directly. Don’t let up on no answer. In these cases, the squeaky wheel gets the grease; be as squeaky as you must be to get an answer. Be assertive, but kind, and tenacious. “They” want you to tire and go away. Also, document every call or person who stops to look at the issue. As Inspectors we are like detectives, we need a timeline of what transpired since and sometimes before the flooring was installed. The Bottom Line Sometimes the answer isn’t what we want it to be. Sometimes what you thought was manufacturing related was really specification related – the floor should have never been put in that area to begin with. Sometimes you have to fix the installation related thing first to realize it was locally caused. And sometimes it hurts when you have to fix it out of your own pocket. Don’t be afraid to ask questions – and keep asking questions. Pushback yourself until you get an answer you’re satisfied with – even if you don’t like it. The more knowledge you have, the better prepared you can be in the future. Don’t let one bad report, answer, pushback, set you back.
16 Premier Flooring Retailer TISE | 2025 “ It can take a lot to stand up for what you know is right, especially when money is on the line.”
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