Just back from Surfaces and it was the best ever, in my opinion. The seminars we conducted were the best attended since we’ve been doing this and the general attendance was excellent; at times you couldn’t move on the lower show floor and there were lines waiting to register on Thursday afternoon. Everyone I spoke to said it was outstanding. In fact I just got off the phone with a retail dealer who said he went looking for some new wood and hard surface products and found just what he wanted on the lower level. As he put it, “that’s where the actions at.” This was the most up beat, business oriented Surfaces I’ve experienced yet. There is a great atmosphere of opportunity in the industry that everyone in it can benefit from and it showed at Surfaces this year – it is definitely the place to be to do business in the industry and the only place where that can be done in one location. Just seeing everyone in one place and strengthening relationships makes Surfaces worth attending. I for one came back very excited.
There were also some interesting conversations I had with dealers either in my seminars or on the show floor. One issue concerned a rug that was purchased four months ago from a dealer, a light colored wool product that the consumer wanted to return because she said it got dirty to easily. Never mind that the consumer never tried to clean it nor did she ask the dealer for help on how to clean or maintain it. The dealer told her that he could not take the rug back just because it was dirty and told her that it would like taking back a dirty article of clothing, not the exact quote he gave me but close enough.
Soiling of a rug is not a reason to return it. Unless you have a policy that you’ll take any rug back after an extended period of use, and I can’t imagine that anyone would do this, a used rug is just that. Since this is a cash and carry item, for the most part, and if it’s from stock, I can see telling a consumer that they can try the rug in their home to see if they like it. You could take it there to make sure it worked for them. If they’re serious buyers, and you’d have to determine that by properly qualifying them, you could render the service of bringing out a few rugs to show them and see if they’re suited for the décor of the home. I’m sure many of you already do this. This would also help you make the sale and give you a unique selling proposition.
Is there a claims policy for rugs? Certainly, as there is for all the floor covering products you offer for sale. You have to make sure you know what that is with your suppliers but common sense will tell you that if there is a visible flaw or defect in the rug it can be returned for credit. If a structural integrity problem manifests itself after the rug is put into service, which is a latent defect, then replacement is justified. However, if the compromise to the structural integrity of the rug is due to use or abuse or if the rug is soiled from use and poor maintenance a claim on the rug is not justified. This would be the same as a wall to wall carpet with one distinct difference. You can carry a rug out and replace it because it is not a permanent or affixed item but you can’t do the same with installed wall to wall carpet.
Some very expensive imported hand made rugs will hold their value or even increase and there is a trade in that segment of the market. Inexpensive or reasonably priced machine made rugs generally don’t hold the same value and they are dispensable or can be passed on, sold, or moved to another location in the house as this is a portable floor covering material.
Despite there being a claims policy from your supplier on any of the rugs you sell you may determine that you want to invoke some additional coverage of your own. If you do a large enough trade in rugs you may have an opportunity to sell used ones, take them in trade or get into the business of cleaning them. This last one is a market you might want to explore through the IICRC who has a new rug cleaning school that allows you to be in this business without a huge investment in machinery or space.
Rugs, like any other textile floor covering material, come in different performance categories and qualities. Though they are just laid in place they have to be maintained and cleaned, especially if they are in high traffic areas. Defects in this product are easy to catch and return of the item is easy as well. But when they are abused, uncared for or disliked for some reason other than being legitimately defective, you can draw the line on replacing them and you should. If you have a claims or return policy on rugs it should be clearly stated on your invoice or supplied with the purchase, otherwise you leave the door open for return, argument, interpretation or an opportunity that might take advantage of you.
Author: Lewis G. Migliore
LGM and Associates – The Floorcovering Experts