'Use a cheap imitation and you are asking for trouble'.(Customer service)

Joe Austin, UK marketing manager of Altro, comments on the standard of customer service provided by flooring manufacturers:

THE comments by contractors in CFJ recently were interesting as they tackled the hotly debated issue of trouble-shooting. The over-riding feeling was that manufacturers do not give the level of support they feel is necessary when things don't go according to plan and need putting right.

The level of customer service available to contractors is an issue which has been rumbling on within the flooring industry and shows no signs of coming to a halt.

Top flooring manufacturers will always be there for contractors in their hour of need, providing technical advice, training, and visiting sites to provide support should problems arise.

The best in the business employ experienced flooring contractors who provide advice, understand the issues and continually learn from the situations they find.

Unlike other industries where helpdesk advice is scripted, foreign call centres are commonplace and where advice comes at a price, our industry has a lot going for it (from reputable suppliers at least).

But what can manufacturers do to keep the need for trouble-shooting to a minimum in the first place?