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.