Noting that communication skills are vital, master installer Jim Walker says he is advising careful word choice. “We never use the word ‘problem,’ customers only have ‘concerns,’” said Walker, CEO of the International Certified Floorcovering Installers Association.
The topic was discussed at CFI’s annual installation workshop
last month in Dalton Ga. Thirty-six attendees from 8 states and Canada gathered
for the annual meeting. In addition to advising on ways to communicate with
customers, the stretch-in, direct-glue, double-glue and attached backing
methods of installation were discussed. The 14th CFI Convention is slated for
Aug. 23-25 in Kansas City.
Jim Walker: No "Problem"
June 15, 2007