In part one of this column we discussed the questions posed by the dealer who made the statement and addressed some of his questions on warranties and product issues. In this second part we’ll finish addressing the questions and issues he had. We covered stain and soil warranties, now we’ll tackle the question of “what’s an ideal cushion to protect a customer’s investment in good carpet? Is an 8 pound truly better than 6, or does it just sound better because the number is higher? Actually, the denser the cushion the better the performance and thinner is also better. One of the best cushion products you can get is one like Healthier Choice, a low profile high density – about 10 pounds – cushion. The lower profile will allow for a perpendicular engagement of the carpet onto the tackstrip thereby giving you a better installation. This will also prevent excessive vertical and lateral movement helping eliminate call backs and claims for wrinkles and buckles in the carpet. This type cushion also offers better support for carpet performance, is a better sound absorber and insulator. Just think of what a good pair of athletic type shoes does for your feet and make that comparison to your customer when selling this type of cushion.
The next question was, “Is there any real difference between Stainmaster nylon and Anso?” Yes, there is. Stainmaster, which is the most recognized brand name in the carpet industry is a type 6,6 nylon which means is has a denser molecular structure. Anso is type 6 nylon. If both are used in the exact same construction with solution dyed fiber there is really no difference in performance. If aqueous dyed (dye applied with water as a carrier) type 6,6 nylon can have greater colorfastness properties. The shape of the fiber will also offer soil hiding properties as well. There is a difference but you have to take into consideration other factors not just the 6 versus 6,6.
“Is Smart Strand as good as my Mohawk rep claims?” Yes, it is. This is the new Triexta fiber. It actually possesses the positive attributes of nylon and polyester. That is, it has the resiliency and abrasion resistance of nylon and the colorfastness and inherent stain resistance of polyester. This fiber has actually been around for awhile and has proven itself in some of the harshest conditions, like apartment rentals. You’re going to see a lot of this fiber and it won’t be long before it makes its way into the commercial market as well. However, as with all things, if you oversell it you’ll be asking for trouble. It’s a great product but it isn’t bulletproof in all styles and constructions.
We have a tendency in this industry to get so excited about what we think warranties say and new technologies that we fail to understand the reality of things. Certainly new technologies make the products better and we’re involved in a lot of that but you have to keep in mind that everything has its limitations. If you don’t know what those are and you sell the products simply because you believe all the hype and excitement then you’re going to get yourself in trouble. Remember, the right product exists for every application that will deliver the expected performance. You have to be professional enough to understand the products and their limitations so you can sell the right product into the right place. Remember also that the number one reason for complaints and claims is that someone sold the wrong product or installation method into the wrong place and it failed to live up to the expectations of the end user. If you can grasp that concept you’ll eliminate complaints. It means selling honestly and qualifying your customer. There’s a lot more changes coming so you better get up to speed educating yourselves about the products you sell. And keep asking the questions so we can get you the straight answers. There’s only so much space here but you can call and I’ll help you as much as I can.
Author: Lewis G. Migliore
LGM and Associates – The Floorcovering Experts