Page 68 - CFJ_Jul26

ADVICE & INFORMATION
VIDEO
FEATURE

Richard Renouf

Why flooring complaints need standards, not customer opinions

In the second part of his guide to flooring inspections, Richard explains why evidence,
standards and manufacturer guidance matter more than opinions when assessing
complaints and identifying genuine faults

NE of the most controversial phrases So how do we assess any job? We
Oin the world of business is ‘The need something we can compare it
customer is always right’. No-one is sure with, or something we can point to that
who first used it, and there are several shows what’s acceptable and what isn’t.
possible candidates going back to the The most helpful benchmarks for this
very early 20th century, and no-one can are the manufacturer’s instructions
agree what the phrase is, with variations for each of the products used, British
ranging from ‘assume that the customer Standards and any other applicable
is right until it’s plain beyond all question Standards, and industry guidelines. Let’s
that he’s not’ to ‘the customer is always take a look at each of these.
right in matters of taste’, or there’s a Almost all flooring products come with
French version ‘Le client n’a jamais tort’ – instructions. Adhesives and compounds
the customer is never wrong. usually have a summary printed on
Whether or not this makes a good the bag, tub or container and flooring
business policy is open for debate, but products may have a summary on the
it cannot be the mantra of someone packaging.
going to look at a flooring complaint. The Further detailed information is
most common circumstances where a available online in the form of technical
third-party inspector is used to assess a CFJ columnist Richard and safety data sheets, fitting
complaint are: Renouf is bringing instructions and other references
VIDEO
• When the contractor doesn’t know his inspection series FEATURE specific to the particular product. It’s
whether the complaint is valid or not. to life with brand-new very common, when complaints arise, to
• The contractor knows it’s okay but video introductions. find these have been ignored.
wants a third party to say this to avoid Each episode will be hosted on Manufacturer’s instructions often
conflict with the client. the CFJ website, with direct links refer to British Standards and so the two
• The client won’t accept the available in the digital edition – are the same, but where instructions
contractor’s opinion and so a third giving readers an interactive new differ from British Standards, it’s the
party is called in. way to engage with the series. instructions that matter. If they have
Imagine the outcome in each case if it Go online at: stricter requirements than the Standard
was assumed ‘The customer is always www.contractflooringjournal.co.uk these must be complied with, and
right’! where the manufacturer believes their

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68 CFJ July 2026 www.contractflooringjournal.co.uk
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