Contrary to popular belief, installation is not the No. 1 problem in the floor covering industry; it's installing the wrong product in the wrong place which fails to live up to expectations.
Contrary to popular belief, installation is not the No. 1
problem in the floor covering industry; it’s installing the wrong product in
the wrong place which fails to live up to the end user’s expectations.
However,
installation still holds the lofty position of the No. 2 problem. Even with the
right product, a failure can occur or a complaint may arise when an installer
didn’t do something he should have, or else he or she didn’t do it right.
Installation starts with knowing and understanding the
products you’re working with, and today the number of products and variables
for installation, with and without adhesives, is endless. Just like a doctor
has to stay on top of the latest medical trends and techniques, a flooring
installer must do the same. In the last three years alone installation systems
have been introduced to the market that may be totally unfamiliar to an
installer, particularly in the commercial arena. So before you install a product, you should
make yourself aware of how it should be installed regardless of whether its
carpet or hard surface flooring.
Issue No. 3 is the substrate, be it wood or concrete. Concrete conditions can create a failed
installation shortly after a flooring material is installed or sometimes much
later, even two years down the road.
Moisture – and the alkalinity it brings with it – is the
biggest concern. But, moisture isn’t the only concrete condition that will
cause an installation failure; there is fly ash content; topical and integrated
additives; highly burnished surfaces; epoxy treatments; flame retardant
applications, bug sprays on wood and so on. Unless you protect yourself by
investigating and questioning the condition of the substrate, what tests were
done and what applications or additives were used, the commencement of the
installation constitutes acceptance, and the installer is then liable for the
failure of the installation.
Even if you get a document that supposedly relieves you of
any responsibility, it won’t protect you from liability, especially if a known
condition that will cause an installation failure exists. The fact that you
knew the existing conditions could cause a possible failure and you proceeded
anyway puts the bull’s eye squarely on your back. As hard as it is to walk away
from the money, you have to consider the consequences you could be liable for
if you don’t.
On the other hand, with the number of installation systems
available that can and will work, there shouldn’t be very many flooring
materials that can’t be installed under all kinds of compromising conditions.
The problem is that you have to be aware of them, and you have to be part of
the selection and specification process to make sure the right products are
being used in the right way. If you come
in after everything is selected, the chances of influencing a change to
something that will work are almost nonexistent.
After the substrate you have to know the right tools to use
that not only make the job easier, but allow the flooring material to be
properly installed. This is one of the most frustrating areas of
installation-related flooring failures, because here is where the installer is
totally in control.
Compare this to taking your truck to a garage where the
mechanic only has a screwdriver and pliers. How successful do you think your
vehicle repair will be? Not very. From sharp blades and scrapers to trowels,
stretchers and specialty tools, your toolbox should hold a smorgasbord of
appropriate items to successfully install any flooring material that you pass
yourself off as being an expert at installing.
No one should ever have to look at your work and ask you why
something is not done right only to hear “We couldn’t work with the material.”
A professional installer will always be able to work with a given material and
install it successfully. Even pattern inconsistencies in carpet can be overcome
with the right tools and techniques. We have installation crews we send out to
take over or successfully fix installations some other installer said he
couldn’t install because of “a material problem.” We know it can be done. Some installation
challenges are more difficult than others, to be sure, but most are not
impossible. Installation should never have to be questioned as the reason for a
flooring failure.
You have to understand the psychology of installation as
well. There are very successful installers and installation firms around the
country who make a lot of money working with specialty products who don’t sell
price. So you have to understand marketing as well.
Why are you better than your competition? What sets you
apart? Why do your services cost more? There isn’t a business on earth that
holds itself to a higher level of quality that doesn’t get more money for their
products or services. Think Rolls Royce; Bentley; Harley-Davidson; Peterbilt
trucks and Craftsman tools, and put yourself on that level. You have to up your
game and your appearance to do this, and also believe you can do it; do you?
You have to be willing to do whatever it takes and often that’s a huge – and
sometimes insurmountable – leap for people to make.
Follow up is also important. After you’ve done the perfect
job, better than anyone else, you have to clean up after yourself. Pay
attention to detail: pick up all the loose pieces, sweep, and vacuum and
properly cover, if appropriate, the flooring material so it won’t be ruined by
another trade or by the end user. On a commercial job the laborers often take
care of this, but you should be able to influence how well it’s done. On a
residential or small commercial job it should be your responsibility to protect
the product. Again, this is all part of a more professional service than just
an installation.
These have been some obvious and simple concepts that should
be inherent to the installation of floor covering materials. They will make
your job easier and your business more successful if you adapt them. You have
to be willing to accept change to be better. If you’ve done something the same
way for years, don’t expect to be successful. Change is occurring so fast in
product and installation today that if you don’t change you won’t be around for
long.
The Importance of Professional Installation
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