Fixing A Floor Stripping Mistake

A reader asks: We stripped and waxed a floor for a very good price but now the customer says we have to do it over again due to their claim that not all the old wax was removed. We did not realize that the old wax was so hard to take up and will probably lose money if we have to redo it. Any suggestions?

Before rushing to judgment and complicating your errors even more, I suggest you bring in your chemical and/or equipment vendor to help analyze the situation as it is now. Note the following points to consider:

1. If you performed unacceptable work, admit it and offer to make it right.

2. If the customer is withholding payment, you might ask for a guarantee that if you make it right you will be paid the agreed upon amount but realize they may hold it in reserve to pay towards another service fixes your mistakes.

3. Ask your vendor (equipment or chemical) to help determine the best products (chemicals) and processes to use to effectively and safely remove the old build up. 

4. Realize that the coats you applied have to be removed first so it may take more than one stripping to get down to the bare floor.

5. Allow plenty of time to clean one section so that once it is done, it is ready for finish to be applied. 

6. Do not rush and do not make any false assumptions that because you used stripper the outcome will be satisfactory. 

7. This should include baseboards, corners, etc. so that the floor is as clean as it is going to get. 

8. Do not make the mistake of applying finish until the area has been accepted as “clean enough” by the customer.

9. You may have a customer for life or they may totally ban your services based on how they respond to this inconvenience. 

We often have time to do it over a second time even though we did not have time to do it right the first time. 

Your comments and questions are important. I hope to hear from you soon. Until then, keep it clean…

Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678-314-2171 or CTCG50@comcast.net.