Part Two of How Nufloors Deal With a Significant Problem

In their earlier blog, Nufloors had explained how they had laid a tawa floor to their customer’s instructions, only for her to claim it, “Didn’t look like the photo on the website.”

Nufloors cannot guarantee any floor to look the same as a picture, because of the variety of species, trees, features and general presentation, but they had failed to mention this to the client, so they did the only thing they could, they re-sanded her floor, coating the floor with solvent based polyurethane which would, of course, provide the darker yellow looking finish.  However, for some reason the polyurethane reacted, as it does sometimes, but nothing they couldn’t fix, but then the client was still not happy with the colour finish. "Its too brown". 

Hmm although the vein in his forehead was starting to bulge it didn’t deter Nufloors’ Hugh. He wanted to make sure, despite the challenges presented, that he left this customer satisfied. So, a two and a half day job suddenly became a five plus day job. Three samples had been completed over the week: solid tawa flooring with water based clear polyurethane, solid tawa flooring with solvent based polyurethane and solid tawa flooring with blonded polyurethane finish.

As a last ditch attempt to make this customer happy the three samples were presented. “This is what we can do with your floor, please choose one and we will make it happen.”  The customer was also advised that it is the tint finish she needed to look at not the grain or the colour of the wood, because her wood, although tawa, is different.  She chose the solid tawa flooring with water based clear polyurethane, so, for the third and final time Nufloors started sanding again.  

 There are many reasons to write this blog, including a good learning for Nufloors, a clearer understanding for future customers and maybe a productive source for venting, however, the messages are clear. Nufloors Auckland Floor Sanding team do care, and will always endeavour to make their customers happy and although they pride themselves in their ability to transform your floors, they are not miracle workers, and solid wooden flooring does come in different variances of colour so they cannot always match to a picture. Communication is the key to a happy customer and a beautiful floor, so to find out more about Nufloors, and their hardwood flooring please go to http://www.nufloors.co.nz .