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Serious question, did a customer's note about my seams actually make me a cleaner installer?
Got a call back to a house in Plano about 5 weeks after I laid 80 yards of berber, and the lady walked me to the hallway seam and just said she could feel the tape ridge with her bare feet. At first I brushed it off, but she pulled out a straight edge and the ridge ran the whole 12 feet, so I couldn't argue. After that job I switched from a plain knee kicker seam to a power stretcher on every seam longer than 6 feet and started double rolling with a 100 lb roller before I trim. Took me two extra hours per house at first, but callbacks dropped from about 3 a month to maybe 3 in the whole year. Also started putting a drop light flat on the floor to sight the seam before I ever pack up my van. Anyone else have a customer put a level or straight edge on your work and change your whole method?
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dianas5011d ago
That straight edge moment had to sting, but it sounds like she did you a solid without even knowing it. Going from 3 callbacks a month to 3 a year is a huge swing, and two extra hours a house is nothing compared to losing repeat work. Takes guts to change up your whole method off one complaint, a lot of guys would've just blamed the carpet.
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