When the customer is unhappy.
WHAT COMPLAINTS TYPICALLY CONCERN
Dimensions not as expected Finish colour or quality Doors and drawers not operating
Timber movement: splits, warping, gaps
Damage Delay
WHAT TO ESTABLISH FIRST
What was actually agreed.
WHY
The drawing and specification settle most disputes.
WHAT TO DO
Inspect the piece.
WHY INSPECT
Most complaints concern something specific and observable.
WHAT TO DISTINGUISH
Defects in workmanship Natural characteristics of timber Movement caused by the environment Damage after delivery Misuse
WHY NATURAL CHARACTERISTICS
Colour variation, grain and small movement are inherent in solid timber.
WHAT TO EXPLAIN IN ADVANCE
That, at the point of order.
WHY
Afterwards it sounds like an excuse.
WHAT TO DO ABOUT MOVEMENT
Establish whether it exceeds what is reasonable.
WHAT CAUSES EXCESSIVE MOVEMENT
Timber used at the wrong moisture content Design restraining movement
Environment: air conditioning, damp, direct sun
WHAT TO ESTABLISH
Which applies.
WHAT TO DO IF IT IS YOUR ERROR
Correct it.
WHAT TO DO ABOUT ADJUSTMENT
Attend, and adjust.
WHY
Doors and drawers settle and require adjustment, and attending promptly resolves most complaints.
WHAT TO CONSIDER OFFERING
An adjustment visit after a period.
WHY
It prevents complaints and it demonstrates confidence.
WHAT TO RECORD
Every complaint, cause and resolution.
