The surface goal with my customer was to simply get a new kitchen floor put in. The one they had was worn out and even ripped in places. They said they just wanted a new, fresh look.  I knew there was more when they started talking about the wife's walker making places on the new floor.  Was the new floor going to be the same?  My whole perception of this job changed after hearing these comments about the walker.  I knew this floor was more than just a refresh.  It needed to be a floor that was going to last and stand up to the walker.  It needed to make them feel happy and safe at the same time.