Please! No hand written tags. Handwritten tags mean they can be changed at a moment’s notice, perhaps even by the customer who’s carrying her own marker! (a true story) Do your suppliers offer ways for you to demonstrate the features and benefits of their products? Provide a checklist for the customer with the common “unrealistic expectations” that if explained prior to the installation, it will lessen your callbacks. Most of these can be found with the manufacturer’s literature within the installation instructions, with your fiber warrantees. This detail will cut down on lots of after installation problems. Do a walkthrough with the customer when you go to measure. Look for hidden rooms, other possible sales or installation possibilities. Maybe a re-stretch or repair can be done when you go to do your installation. What about cleaning possibilities, window treatments (changing of window treatment cords to present injuries to children and pets), changing countertops, redoing the bathroom (putting in a new shower or tub surround with tile). Make yourself a checklist that you bring with you, so you don’t forget to ask the questions. Being in the customer’s house should be a good time to offer the customers many possibilities for a home update. Do your suppliers offer ways for you to demonstrate the features and benefits of their products? Do they have literature that will help you sell the product? Do they have some “clever ways” that allow them to demonstrate the value of their products or comparisons? What about films or tapes that you can use to demonstrate the product to
your customer? Do they have some great stories about products, and how they have held up, that might help you sell the next customer? Are you selling cleaning supplies? If you aren’t selling floor cleaning supplies, you are sending your customer to your competitors, or to the supermarket where they may purchase a product that will ruin their flooring. Look for proprietary floor cleaning supplies, give out sample bottles with your name on them, so the customer remembers where it was purchased, and comes back for more. How many customers actually think about backings when they purchase carpet? High performance backings that actually give additional no-wrinkle guarantees make it easier to install carpet, as well as create additional sales opportunities for the salesperson. If the customer has ever heard of carpet being installed that damaged walls, this will be still another good reason to have the product. Carpet cushions with moisture barriers that will protect sub floors from being damaged by spills, as well as providing enzymes that actually fight odors from these spills. Also, look for cushions and carpet systems that when used together, actually provide the customer with an additional carpet warranty. ❚
Premier Flooring Retailer | Q3 2018
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