Customer Service & Project Estimation Flashcards

When estimating a hardwood floor installation that requires removal of existing tile, what additional cost factor must you include?

Answer: Tile removal labor, debris disposal fees, and potential subfloor repair after removal

Tile removal generates debris requiring disposal, often damages the subfloor requiring repair, and requires significant labor—all of which must be itemized in the estimate.

A customer requests that you match a discontinued flooring product in a repair area. What should you communicate?

Answer: Inform the customer that an exact match may be impossible, document this in writing, and present alternatives

Honest communication about match limitations, documented in writing with alternatives presented, is the professional approach to discontinued product repairs.

How should transition strips be accounted for in a flooring estimate?

Answer: Measure all doorways and room transitions, then include transition strip materials and installation labor separately

Transition strips are required at all doorways and level changes between flooring types, so they must be measured and itemized separately in the estimate.

A customer insists on a flooring product you know is unsuitable for their radiant heat system. What is the professional response?

Answer: Inform the customer of the incompatibility in writing, recommend a suitable alternative, and require a signed acknowledgment if they insist

Documenting the incompatibility, recommending alternatives, and getting written acknowledgment protects the installer from liability while respecting the customer's final decision.

What information should you gather during an initial customer consultation before providing an estimate?

Answer: Room dimensions, subfloor type, existing flooring condition, customer budget, and intended use of the space

A complete estimate requires room dimensions, subfloor type, existing conditions, budget constraints, and use patterns to accurately scope materials, labor, and preparation.

You discover mid-project that additional subfloor repairs are needed beyond what was estimated. What is the correct procedure?

Answer: Stop work, notify the customer immediately, provide a written change order with cost, and get approval before proceeding

Stopping work, notifying the customer, and obtaining written change order approval before proceeding is the professional and legally sound approach to scope changes.

When estimating carpet for a staircase with 14 stairs, each tread 36 inches wide and 10 inches deep with a 7-inch riser, what measurement approach is correct?

Answer: Calculate each step as tread depth plus riser height (17 inches) multiplied by width for each stair

Each stair requires carpet for both the tread and riser, so tread depth plus riser height (10 + 7 = 17 inches) multiplied by width gives the correct material per step.