This is a really interesting subject. I have run into quite a few projects where the obvious best bet would be to rip it all out and start over. But many times, after explaining to the potential client that there is basically a snowball&#39;s chance in you know where that we will deliver a perfect restoration, I find that the client fully understands, can&#39;t pay for a full replacement and I can usually give them a pretty good idea of what the limitations of our work will be. If we then come to a verbal agreement on that. I will write up a clause that says that we will perform work on a best efforts basis and I will <span class="Apple-style-span" style dir="ltr">list all of the things that can go wrong. </span><span class="Apple-style-span" style>I will go so far as to say that xyz (some incident of imperfect restoration) WILL happen and we will make best efforts to minimize those situations. </span><span class="Apple-style-span" style dir="ltr">so far I haven&#39;t had a problem with the projects I have undertaken on this basis.  But I&#39;ve walked away from a number of projects where the client doesn&#39;t buy in. These kinds of projects are like experimental medical protocols.  </span><div>
<span class="Apple-style-span" style dir="ltr">I used to be on an institutional review board at a  children&#39;s hospital where we would approve last chance experimental procedures for saving a life. They often don&#39;t work but sometimes do and there is never an alternative. The parents always agree to these procedures but the warranty, so to speak, doesn&#39;t leave much hope. I&#39;m not suggesting that a contract&#39;s language always have to be so dire, but it shouldn&#39;t sugar coat the issues, be overly vague or misleading. I used to have, as an example, a clause in my contracts, borrowed from Maurizio, that said that that polishing will often render a surface better than factory finish. I have since dropped that clause because, although it may be true in certain cases, it sounds too much like a promise and i would not want to explain to a client, after the fact, why it isn&#39;t better than factory finish. I would rather undersell and over deliver  One thing to remember is that we didn&#39;t create the problem and are there to assist in correcting someone else&#39;s mistakes, abuse etc. Not necessarily true for the installer who is held to that perfection standard. <span></span></span><div>
<span class="Apple-style-span" style>I will say that, in a situation like this where the client insists on perfection and one little slip will screw it up, I would probably walk away.  I would not hesitate to say that some tiles WILL crack and they WILL need to replace or repair those cracks, and then see what they say. <br>
</span></div><div><span class="Apple-style-span" style>Happy memorial day. </span></div><div><div><span class="Apple-style-span" style>B<br></span></div><div>On Friday, May 25, 2012, stuart rosen  wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<p>Steer clear<br>
Red flags</p>
<div class="gmail_quote">On May 25, 2012 10:41 AM, &quot;Michael and Tammy&quot; &lt;<a target="_top" href="javascript:_e({}, &#39;cvml&#39;, &#39;daci6537@comcast.net&#39;);" target="_blank">daci6537@comcast.net</a>&gt; wrote:<br type="attribution">
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<u></u>







<div style="PADDING-LEFT:10px;PADDING-RIGHT:10px;PADDING-TOP:15px" lang="EN-US" vlink="purple" link="blue" name="Compose message area">
<div><font face="Calibri">Thanks</font></div>
<div> </div>
<div style="FONT:10pt Tahoma">
<div><br></div>
<div style="BACKGROUND:#f5f5f5">
<div><b>From:</b> <a title="jfreitag@thestoneandtileschool.com" href="javascript:_e({}, &#39;cvml&#39;, &#39;jfreitag@thestoneandtileschool.com&#39;);" target="_blank">John Freitag</a> </div>
<div><b>Sent:</b> Friday, May 25, 2012 10:26 AM</div>
<div><b>To:</b> <a title="sccpartners@stoneandtilepros.com" href="javascript:_e({}, &#39;cvml&#39;, &#39;sccpartners@stoneandtilepros.com&#39;);" target="_blank">Restoration and Maintenance</a> 
</div>
<div><b>Subject:</b> RE: [sccpartners] Disclosure of Liability</div></div></div>
<div><br></div>
<div>
<p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d;FONT-SIZE:11pt">I 
agree with Fred ,…. You must weigh the risk and the rewards  …. This 
project has risk written all over it.  … turn  it over to an installer 
or someone else <u></u><u></u></span></p>
<p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d;FONT-SIZE:11pt"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d;FONT-SIZE:11pt"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="FONT-FAMILY:&#39;Freestyle Script&#39;;COLOR:#1f497d;FONT-SIZE:16pt">John E 
Freitag<u></u><u></u></span></p>
<p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d">Director<u></u><u></u></span></p>
<p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d">The Stone &amp; Tile 
School<u></u><u></u></span></p>
<p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d">Office 
<a target="_top" href="tel:407-567-7652" value="+14075677652" target="_blank">407-567-7652</a><u></u><u></u></span></p>
<p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d">Cell 
<a target="_top" href="tel:407-615-0134" value="+14076150134" target="_blank">407-615-0134</a><u></u><u></u></span></p>
<p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d"><a target="_top" href="javascript:_e({}, &#39;cvml&#39;, &#39;jfreitag@thestoneandtileschool.com&#39;);" target="_blank">jfreitag@thestoneandtileschool.com</a><u></u><u></u></span></p>


<p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="FONT-FAMILY:&#39;Freestyle Script&#39;;COLOR:#1f497d;FONT-SIZE:16pt"><img alt="schoollogo" src="/sccpartners/cache/1481143/2.jpg" width="191" height="98"><u></u><u></u></span></p>


<p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d"><a target="_top" href="http://www.thestoneandtileschool.com" target="_blank">www.thestoneandtileschool.com</a><u></u><u></u></span></p>


<p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d;FONT-SIZE:11pt"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d;FONT-SIZE:11pt"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d;FONT-SIZE:11pt"><u></u> <u></u></span></p>
<div style="BORDER-BOTTOM:medium none;BORDER-LEFT:medium none;PADDING-BOTTOM:0in;PADDING-LEFT:0in;PADDING-RIGHT:0in;BORDER-TOP:#b5c4df 1pt solid;BORDER-RIGHT:medium none;PADDING-TOP:3pt">
<p class="MsoNormal"><b><span style="FONT-FAMILY:&#39;Tahoma&#39;,&#39;sans-serif&#39;;FONT-SIZE:10pt">From:</span></b><span style="FONT-FAMILY:&#39;Tahoma&#39;,&#39;sans-serif&#39;;FONT-SIZE:10pt"> Fred Hueston 
[mailto:<a target="_top" href="javascript:_e({}, &#39;cvml&#39;, &#39;fhueston@gmail.com&#39;);" target="_blank">fhueston@gmail.com</a>] <br><b>Sent:</b> Friday, May 25, 2012 6:54 
AM<br><b>To:</b> Restoration and Maintenance<br><b>Subject:</b> RE: 
[sccpartners] Disclosure of Liability<u></u><u></u></span></p></div>
<p class="MsoNormal"><u></u> <u></u></p>
<p style="MARGIN-BOTTOM:12pt" class="MsoNormal">I wouldnt touch that floor...walk 
away from this job<u></u><u></u></p>
<div>
<p class="MsoNormal">On Thu, May 24, 2012 at 2:52 PM, Michael Marsoun &lt;<a target="_top" href="javascript:_e({}, &#39;cvml&#39;, &#39;nulifesc@bigpond.com&#39;);" target="_blank">nulifesc@bigpond.com</a>&gt; 
wrote:<u></u><u></u></p>
<div>
<div>
<p class="MsoNormal"><br>I recommend a clause for binding arbitration in the case 
of a dispute. Lawyers cant touch it then and that is a big turn off for the 
types who like to keep lawyers busy.<br>Sent from my iPhone<u></u><u></u></p></div>
<div>
<div>
<p style="MARGIN-BOTTOM:12pt" class="MsoNormal"><br>On 25/05/2012, at 8:44 AM, 
&quot;Michael and Tammy&quot; &lt;<a target="_top" href="javascript:_e({}, &#39;cvml&#39;, &#39;daci6537@comcast.net&#39;);" target="_blank">daci6537@comcast.net</a>&gt; wrote:<u></u><u></u></p></div></div>
<blockquote style="MARGIN-TOP:5pt;MARGIN-BOTTOM:5pt">
  <div>
  <div>
  <div>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;">John,</span><u></u><u></u></p></div>
  <div>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;">This 
  situation is a ceramic tile floor that is buckled. There is lots of pressure 
  in the tiles and I am afraid they may break when I begin to release the 
  pressure by removing the grout.  They have no replacement tiles. And the 
  tile floor is over 20 years old. I have explained my concerns with 
  them. I would just like to get something in writing. To be on the safe 
  side.</span><u></u><u></u></p></div>
  <div>
  <p class="MsoNormal"> <u></u><u></u></p></div>
  <div>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;">Thanks 
  Mike</span> <u></u><u></u></p></div>
  <div>
  <div>
  <div>
  <p style="BACKGROUND:whitesmoke" class="MsoNormal"><b><span style="FONT-FAMILY:&#39;Tahoma&#39;,&#39;sans-serif&#39;;FONT-SIZE:10pt">From:</span></b><span style="FONT-FAMILY:&#39;Tahoma&#39;,&#39;sans-serif&#39;;FONT-SIZE:10pt"> <a title="mailto:jfreitag@thestoneandtileschool.com
CTRL + Click to follow link" href="javascript:_e({}, &#39;cvml&#39;, &#39;jfreitag@thestoneandtileschool.com&#39;);" target="_blank">John 
  Freitag</a> <u></u><u></u></span></p></div>
  <div>
  <p style="BACKGROUND:whitesmoke" class="MsoNormal"><b><span style="FONT-FAMILY:&#39;Tahoma&#39;,&#39;sans-serif&#39;;FONT-SIZE:10pt">Sent:</span></b><span style="FONT-FAMILY:&#39;Tahoma&#39;,&#39;sans-serif&#39;;FONT-SIZE:10pt"> Thursday, May 24, 
  2012 5:36 PM<u></u><u></u></span></p></div>
  <div>
  <p style="BACKGROUND:whitesmoke" class="MsoNormal"><b><span style="FONT-FAMILY:&#39;Tahoma&#39;,&#39;sans-serif&#39;;FONT-SIZE:10pt">To:</span></b><span style="FONT-FAMILY:&#39;Tahoma&#39;,&#39;sans-serif&#39;;FONT-SIZE:10pt"> <a title="sccpartners@stoneandtilepros.com" href="javascript:_e({}, &#39;cvml&#39;, &#39;sccpartners@stoneandtilepros.com&#39;);" target="_blank">Restoration and 
  Maintenance</a> <u></u><u></u></span></p></div>
  <div>
  <p style="BACKGROUND:whitesmoke" class="MsoNormal"><b><span style="FONT-FAMILY:&#39;Tahoma&#39;,&#39;sans-serif&#39;;FONT-SIZE:10pt">Subject:</span></b><span style="FONT-FAMILY:&#39;Tahoma&#39;,&#39;sans-serif&#39;;FONT-SIZE:10pt"> RE: [sccpartners] 
  Disclosure of Liability<u></u><u></u></span></p></div></div></div>
  <div>
  <p class="MsoNormal"><u></u> <u></u></p></div></div>
  <div>
  <div>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d;FONT-SIZE:11pt">Mike 
  ,</span><u></u><u></u></p>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d;FONT-SIZE:11pt"> </span><u></u><u></u></p>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d;FONT-SIZE:11pt">What 
  type of disclosures do you need. Is the customer looking for a Certificate of 
  Insurance showing you have liability and workman comp?? if so contact you 
  insurance company and have a certificate of insurance issued to your customer. 
  </span><u></u><u></u></p>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d;FONT-SIZE:11pt"> </span><u></u><u></u></p>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d;FONT-SIZE:11pt"> </span><u></u><u></u></p>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Freestyle Script&#39;;COLOR:#1f497d;FONT-SIZE:16pt">John 
  E Freitag</span><u></u><u></u></p>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d">Director</span><u></u><u></u></p>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d">The Stone &amp; 
  Tile School</span><u></u><u></u></p>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d">Office <a target="_top" href="tel:407-567-7652" target="_blank">407-567-7652</a></span><u></u><u></u></p>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d">Cell <a target="_top" href="tel:407-615-0134" target="_blank">407-615-0134</a></span><u></u><u></u></p>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d"><a target="_top" href="javascript:_e({}, &#39;cvml&#39;, &#39;jfreitag@thestoneandtileschool.com&#39;);" target="_blank">jfreitag@thestoneandtileschool.com</a></span><u></u><u></u></p>


  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d"> </span><u></u><u></u></p></div>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Freestyle Script&#39;;COLOR:#1f497d;FONT-SIZE:16pt">&lt;image001.jpg&gt;</span><u></u><u></u></p>
  <div>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d"> </span><u></u><u></u></p>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d"><a target="_top" href="http://www.thestoneandtileschool.com" target="_blank">www.thestoneandtileschool.com</a></span><u></u><u></u></p>


  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d;FONT-SIZE:11pt"> </span><u></u><u></u></p>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d;FONT-SIZE:11pt"> </span><u></u><u></u></p>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;;COLOR:#1f497d;FONT-SIZE:11pt"> </span><u></u><u></u></p>
  <div>
  <div style="BORDER-BOTTOM:medium none;BORDER-LEFT:medium none;PADDING-BOTTOM:0in;PADDING-LEFT:0in;PADDING-RIGHT:0in;BORDER-TOP:#b5c4df 1pt solid;BORDER-RIGHT:medium none;PADDING-TOP:3pt">
  <p class="MsoNormal"><b><span style="FONT-FAMILY:&#39;Tahoma&#39;,&#39;sans-serif&#39;;FONT-SIZE:10pt">From:</span></b><span style="FONT-FAMILY:&#39;Tahoma&#39;,&#39;sans-serif&#39;;FONT-SIZE:10pt"> Michael and Tammy 
  [mailto:<a target="_top" href="javascript:_e({}, &#39;cvml&#39;, &#39;daci6537@comcast.net&#39;);" target="_blank">daci6537@comcast.net</a>] <br><b>Sent:</b> Thursday, May 24, 
  2012 2:11 PM<br><b>To:</b> Restoration and Maintenance<br><b>Subject:</b> 
  [sccpartners] Disclosure of Liability</span><u></u><u></u></p></div></div>
  <p class="MsoNormal"> <u></u><u></u></p>
  <div>
  <p class="MsoNormal"><span style="FONT-FAMILY:&#39;Calibri&#39;,&#39;sans-serif&#39;">Does any 
  partner have a  Disclosure of Liability form for a customer to sign? 
  </span><u></u><u></u></p></div>
  <div style="TEXT-ALIGN:center" class="MsoNormal" align="center">
  <hr align="center" size="2" width="100%">
  </div>
  <p>Powered by <a target="_top" href="http://www.discussthis.com" target="_blank">http://DiscussThis.com</a> <br><a target="_top" href="http://www.discussthis.com/members/sccpartners@stoneandtilepros.com" target="_blank">Visit list archives, subscribe, unsubscribe or change your 
  subscription preferences </a><br><a target="_top" href="javascript:_e({}, &#39;cvml&#39;, &#39;sccpartners@stoneandtilepros.com&#39;);" target="_blank">Start a new 
  conversation (thread)</a> <u></u><u></u></p></div></div>
  <div>
  <div style="TEXT-ALIGN:center" class="MsoNormal" align="center">
  <hr align="center" size="2" width="100%">
  </div>
  <p>Powered by <a target="_top" href="http://www.discussthis.com" target="_blank">http://DiscussThis.com</a> <br><a target="_top" href="http://www.discussthis.com/members/sccpartners@stoneandtilepros.com" target="_blank">Visit list archives, subscribe, unsubscribe or change your 
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  conversation (thread)</a> <u></u><u></u></p>
  <div style="TEXT-ALIGN:center" class="MsoNormal" align="center">
  <hr align="center" size="2" width="100%">
  </div>
  <p>Powered by <a target="_top" href="http://www.discussthis.com" target="_blank">http://DiscussThis.com</a> <br><a target="_top" href="http://www.discussthis.com/members/sccpartners@stoneandtilepros.com" target="_blank">Visit list archives, subscribe, unsubscribe or change your 
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  conversation (thread)</a> <u></u><u></u></p></div></div></blockquote>
<div>
<div style="TEXT-ALIGN:center" class="MsoNormal" align="center">
<hr align="center" size="2" width="100%">
</div>
<p>Powered by <a target="_top" href="http://www.discussthis.com" target="_blank">http://DiscussThis.com</a> <br><a target="_top" href="http://www.discussthis.com/members/sccpartners@stoneandtilepros.com" target="_blank">Visit list archives, subscribe, unsubscribe or change your 
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<p class="MsoNormal"><br><br clear="all"><u></u><u></u></p>
<div>
<p class="MsoNormal"><u></u> <u></u></p></div>
<p class="MsoNormal">-- <br><img border="0" src="http://www.stoneforensics.com/stone-detective.png" width="200" height="129"><u></u><u></u></p>
<div>
<p class="MsoNormal">Frederick M. Hueston PhD<br><a target="_top" href="http://www.stoneforensics.com" target="_blank">www.stoneforensics.com</a><br><a target="_top" href="http://www.stoneandtilepros.com" target="_blank">www.stoneandtilepros.com</a><u></u><u></u></p>


<div>
<p class="MsoNormal"><a target="_top" href="http://www.safeandcompliant.net" target="_blank">www.safeandcompliant.net</a><u></u><u></u></p></div>
<div>
<p class="MsoNormal"><br>Recommended stone care products  <a target="_top" href="http://www.stonecarecentral.com/?Click=2149" target="_blank">http://www.stonecarecentral.com</a><u></u><u></u></p></div>
<div>
<p class="MsoNormal"><u></u> <u></u></p></div>
<div>
<div>
<div>
<p class="MsoNormal">Many of my articles can be found at <a target="_top" href="http://www.stoneandtilepros.com" target="_blank">www.stoneandtilepros.com</a><u></u><u></u></p></div>
<div>
<p class="MsoNormal">Listen to my radio show   <a target="_top" href="http://www.blogtalkradio.com/drfred" target="_blank">www.blogtalkradio.com/drfred</a><u></u><u></u></p></div>
<div>
<p class="MsoNormal">office             <a target="_top" href="tel:321%20514%206845" value="+13215146845" target="_blank">321 514 6845</a> 
     <u></u><u></u></p></div>
<div>
<p class="MsoNormal">See my specialty products at  <a target="_top" href="http://www.godrfred.com" target="_blank">www.godrfred.com</a><u></u><u></u></p></div></div></div></div>
<p class="MsoNormal"><u></u> <u></u></p>
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<hr align="center" size="2" width="100%">
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</blockquote></div></div></div><br><br>-- <br>PLEASE NOTE OUR NEW ADDRESS AND PHONE NUMBERS.  THE OLD NUMBERS WILL WORK FOR SOME PERIOD OF TIME.<br>________________________________________<br>From the desk of<br>Baird Standish<br>
Managing Partner<br>Facility Specialists, LLC<br>15 West Highland Ave.<br>Philadelphia, PA 191118<br>Phone: 267-331-5369<br>Fax: 267-331-5771<br>