Why Smart Companies Own the Problem — Even When It’s Not Their Fault
By John Paul Viveiros
Introductory Note
This article is presented in two parts. In Part 1, I share the foundation of what it means for professionals and companies to truly “own the problem” — why accountability and integrity matter in my humble opinion in every part of the flooring industry and beyond. In Part 2, I continue by exploring how documentation, education, and proactive service turn that mindset into a sustainable business strategy.
Together, these two parts outline the principles I’ve practiced and witnessed throughout my career — values that separate companies that last from those that don’t.
Why Smart Companies Own the Problem — Even When It’s Not Their Fault (Part 1)
Introduction
I’ve been in the flooring industry for over 50 years, much of that time working alongside my father. He taught me more than just how to install floors — he instilled values that shaped how I run my business and how I treat customers. One of the most important lessons he taught me was that what happens after the sale is just as important as the sale itself.
At Jay Vee’s Flooring, our motto was: "Like the cemetery — we provide perpetual care." It may have sounded like a joke, but it was how we operated. We believed in following through — no matter what. That principle shaped how I’ve handled every callback, complaint, or claim ever since.
In the flooring business, things don’t always go as planned. It might be a product defect, installer error, site condition, or miscommunication. But the minute you walk away or start pointing fingers, you lose. The only way to build a lasting business is to stand behind your work, even when the problem isn’t entirely yours.
This belief led me to the Flooring Inspectors Educational Guild — a network built on honesty, integrity, continuing education, and standards that go far beyond just holding a certificate. It’s a place for inspectors and consultants who take pride in doing things right — and who believe that honesty and knowledge should be the foundation of everything we do.
Today, I work as a consultant and inspector hired by distributors, retailers, installers, property managers, architects, attorneys, and end users. My job is to uncover the truth — not to defend a party, but to protect the integrity of the process. Whether a situation calls for education, documentation, or resolution, I’m there to help. Because long-term trust is earned through action, not excuses.
Whether you’re a retailer, manufacturer, distributor, or architect — if you care about your business and your name, you show up and own it.
1. Smart Companies Take The Call
When a flooring job goes sideways — whether due to performance issues, appearance concerns, or unmet expectations — the blame often lands on the installer. And yes, poor installation is sometimes the cause. But many times, the root issue lies elsewhere: a misinformed end user, poor site conditions, lack of maintenance, or an inappropriate product choice.
That’s why the first step is always to take the call. You can’t fix what you don’t know.
In the 1980s, I managed installations for JC Penney across three locations while running full- time installation crews. Our relationship with JC Penney began when we were contracted to remodel flooring in several stores throughout the Northeast. The regional manager was impressed with how efficiently we completed projects while the stores remained open, minimizing disruption to customers and staff. He also noticed how professionally we handled even the most challenging store managers during the process. Because of that, he invited us to take on residential carpet installations for the Home Decorating Department — which, to my surprise, I hadn’t realized JC Penney even offered at the time. These were full-service jobs involving heavy furniture moves, tear-outs, stairs — the works. One early job stands out: 125 yards, a tough install, and the customer was happy. She even tipped us. But the next day, my father got a complaint call about seams.
We returned quickly. When I got there, the customer offered me a coffee and apologized. She admitted there was nothing wrong with the seams. JC Penney had a new credit card program where, if you had an issue with your purchase, you could skip a payment. She was just trying to manage a bill.
That moment taught me something valuable about service and accountability: JC Penney truly understood aftercare. Their policy promised customers, "We’re behind you," and that approach built loyalty in the Home Decorating Department. Today, JC Penney no longer sells or installs wall-to-wall carpet or drapes — a clear result of shifting management, evolving business models, and competition from big-box retailers like Home Depot and Lowe’s, changes that ultimately cost them more than just the Home Decorating department thats for another article.
More importantly, that story reinforced what we had already practiced at Jay Vee’s — that when you follow up and show up, you gain more than a resolved complaint. You gain trust, repeat business, and a reputation.
Before JC Penney, we worked primarily with contractors, architects, religious organizations, and everyday customers who knew us by name. These relationships were built slowly, personally, and with care. JC Penney took that same principle and scaled it with policy.
Service after the sale isn’t just customer care — it’s a growth strategy.
2. Confirm the Concern, Don’t Assume
When a flooring issue arises, I’m hired to provide an objective, fact-based assessment — not to take sides, but to get to the truth. I’ve been commissioned by a wide range of parties: distributors, retailers, installers, end users, property managers, architects, and even attorneys.
Whether it’s about clarifying a concern or resolving a dispute, each client has a vested interest in solving the problem and or protecting their reputation.
Sometimes, the commissioning party already knows what’s going on and just needs confirmation. Other times, they need a full diagnosis. Either way, my job is to tell the truth, not take sides.
Depending on the situation, I may be able to explain my findings to the end user (with permission), helping to de-escalate tensions and provide clarity.
That gesture alone shows customers you care — and that’s what they remember.
This isn’t about pointing fingers. It’s about protecting your reputation by being proactive. When installers, retailers or distributors engage third-party inspectors, it shows professionalism and responsibility. That effort supports long-term trust and repeat business.
Stay tuned for Part 2 of this article, which will be released alongside the launch of the newly updated Flooring Inspectors Educational Guild Peer Review website. Part 2 will explore how documentation, education, and proactive service strengthen accountability, build lasting trust, and drive sales by educating customers — because education is power.
This is Part 2: “Why Smart Companies Own the Problem: Even When It’s Not Their Fault.”
If you haven’t read Part 1 yet, I recommend starting there — it lays the foundation for what it means to take accountability and stand behind your work, even when the issue isn’t entirely your fault.
In this second half, I focus on how documentation, education, and consistent follow-up transform that philosophy into lasting success. From protecting your reputation to building real trust in the marketplace, these principles turn service into strategy — and responsibility into opportunity.
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Why Smart Companies Own the Problem — Even When It’s Not Their Fault
Manufacturers who verify rather than deflect demonstrate that they value more than just profits — they care about product quality, process integrity, and the people who depend on their flooring. When valid concerns are dismissed or ignored, seasoned professionals like me take note.
When I used to bid jobs, if I knew a manufacturer had a reputation for not standing behind their product, I would switch to a comparable alternative. Most bid packages include the phrase "or equal," giving us the flexibility to make those changes without issue. I personally know many contractors throughout the Northeast that are doing the same right now. If those manufacturers reviewed their sales figures in the region, I believe they would see the impact of losing contractor trust.
I’ve even witnessed manufacturer field techs insult their own dealers in front of the dealer’s customer — behavior that’s not just unprofessional, it’s damaging. It costs loyalty, sales, and relationships that can take years to rebuild.
The same applies to retailers: if you don’t stand behind your install, your customer won’t stand by you next time they think of flooring. That’s why Jay Vee’s has remained in business since 1954 — by putting people and integrity before shortcuts and excuses.
In an industry where trust is earned one job at a time, showing up and doing the right thing is your best marketing.
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3. Documentation and Education = Protection
Professional inspections serve two key purposes: they educate the client and protect all parties involved.
Some customers simply need a clear explanation. They want to understand whether their concern is valid, whether what they’re seeing is typical, and how it aligns with industry standards. A straightforward explanation, grounded in knowledge, can prevent misunderstandings and strengthen trust.
Other times, the stakes are higher: large sums of money, potential liability, and unresolved disputes. In these cases, detailed reports matter — especially when they include facts, visuals, moisture testing data, environmental readings, installation analysis, and references to industry standards like ASTM, ANSI, NWFA, CRI, and TCNA.
These reports can: Validate or disprove warranty claims, Identify installation or site condition issues, Serve as evidence in mediation or litigation, Guide corrective action.
The goal isn’t to assign blame — it’s to provide clarity, accountability, and resolution.
That’s what third-party consultants and inspectors deliver: the facts, without bias.
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4. Your Reputation Is the ROI
Why invest in a third-party inspector? Because it’s a strategy that protects your business, builds your brand, and prevents future problems.
The Flooring Inspectors Educational Guild, which I’m proud to be a part of, includes a small group of peer-reviewed inspectors with decades of hands-on experience. We’ve spent our lives in the field, solving real-world flooring problems. Most have 25+ years under their belts. A few of us — myself included — bring 50+ years to the table.
We don’t speculate — we assess. Our reports are evidence-based and clearly written. Our findings help clients make informed decisions, defend their name, or correct an issue before it becomes a lawsuit. Companies that work with inspectors from the start don’t just fix problems — they build trust. And that trust pays off in repeat customers, positive reviews, referrals, and a solid industry reputation.
In a crowded marketplace, your name is your most asset. Protect it.
5. It’s Not Just Good Service — It’s Smart Business
Hiring a third-party inspector is more than a response to a problem — it’s a proactive business decision.
For retailers, manufacturers, and distributors, it signals that quality and accountability matter. It tells customers that you’re willing to listen, learn, and stand behind what you sell. For architects, it shows attention to specification and performance. For attorneys, it provides facts that can help resolve issues quickly — and often, without going to court.
It’s not just about fixing the floor. It’s about strengthening your brand.
Companies that own the issue — especially when it’s not clearly their fault — position themselves as trustworthy. That’s the kind of reputation that builds momentum in industry. The best companies don’t build their profit margins by avoiding problems. They build their brand by standing behind their products and services.
Owning the problem — even when it’s not entirely yours — strengthens credibility, trust, and customer loyalty. That’s how reputations grow and businesses thrive.
You don’t grow by saving pennies. You grow by being worth every dollar.
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If you’ve found value in this two-part article, I encourage you to learn more about the Flooring Inspectors Educational Guild — a network of highly trained, peer-reviewed inspectors who uphold the highest standards of integrity, education, and professionalism in the industry.
Peer-reviewed inspectors are not just certified — they are vetted by their peers, tested through real-world case studies, and continually educated to ensure accuracy, ethics, and excellence in every inspection. This process sets them apart from the many “check-the-box” certifications found in the marketplace.
To understand what distinguishes a Guild Peer-Reviewed Inspector from the rest — and why that distinction matters — visit the Flooring Inspectors Educational Guild at: www.flooringinspectorsguild.org
There you’ll find resources, standards, and connections to inspectors who share one common goal: to protect the integrity of the flooring industry through knowledge, honesty, and accountability.