Customer Service & Project Estimation Flashcards

A customer requests a bid for 850 sq ft of hardwood flooring in an L-shaped room. After measuring, you find the actual area is 780 sq ft. How should you handle the waste factor?

Answer: Add 10% waste factor and bid for approximately 858 sq ft

For an L-shaped room with standard installation, a 10% waste factor is appropriate, bringing 780 sq ft to approximately 858 sq ft of material needed.

When a customer complains that the flooring installed last week is already showing gaps, what is the FIRST step you should take?

Answer: Schedule a site visit to assess moisture levels and installation conditions

A site visit to assess moisture levels and conditions is the proper first step to determine whether gaps are a defect, moisture-related issue, or normal seasonal movement.

You are estimating a tile installation and the customer wants a diagonal pattern. What additional waste percentage should you add compared to a straight-lay pattern?

Answer: 15% additional waste

Diagonal (45-degree) tile patterns require approximately 15% more material than straight-lay because of the additional cuts required along all four walls.

A customer wants to compare bids and asks you to itemize your estimate. Which approach best demonstrates professionalism?

Answer: Itemize materials, labor, subfloor prep, and disposal separately

Itemizing materials, labor, subfloor prep, and disposal demonstrates transparency and professionalism while helping the customer understand the value of each component.

What does 'square yardage' conversion require when a customer provides room dimensions in square feet?

Answer: Divide square feet by 9

To convert square feet to square yards, divide by 9, since one square yard equals 9 square feet.

During a pre-installation walkthrough, you discover the customer's existing subfloor has significant water damage. The customer insists on skipping repairs to save money. What should you do?

Answer: Document the issue in writing, explain the risks, and require the customer to sign a waiver or refuse the job

Documenting the issue, explaining the risks, and obtaining a signed waiver protects both you and the customer and upholds professional installation standards.

A customer asks why their estimate includes a charge for floor leveling when the floor 'looks flat.' What is the best explanation?

Answer: Flooring installations require flatness tolerances (e.g., 3/16" over 10 ft) that may not be visible to the naked eye

Industry standards require floors to meet flatness tolerances such as 3/16 inch over 10 feet, which may not be perceptible visually but can cause installation failures if ignored.