|
Posted by EXT on January 16, 2007, 9:26 am
This happens to all the trades that do work in the home, and some that do
other work too. It is a matter of stating up front that supply is part of
the service, and the conditions and prices that you work under if the
customer does the supplying.
> In another thread this issue was brought up.
> Is it OK for a customer to buy their own material
> (in my case tile), and expect a professional contractor
> to install it?
>
> It's a good question, and one I've faced probably a
> few hundred times over many years. My opinion is
> that customers who purchace materials first, without
> consulting a professional do so blindly and many
> suffer for years for a bad decision.
>
> The first thought people have about this is that the
> customer is "cutting out the contractor" from making
> a markup on materials. Generally this is where the
> discussion centers on. I think it's the wrong discussion.
>
> As I've mentioned, there are two kinds of customers who
> buy their own materials...
> (1) the person who does so innocently, just thinking it
> is the right thing to do, and:
> (2) the person who deliberately is trying to save money
> and cut out the markup from the contractor.
>
> Person (2) is often trying to be cheap and probably wants
> a cheap price on installation too. I quickly try to get out
> of dealing with person (2), and as far as I'm concerned
> if they want to go cheap, go ahead. I'm not interested.
> Save some money on the tile, save money on the
> installation- and get what you pay for.
>
> What about the innocent person though? Is it wise
> to buy materials first, then hire a contractor install it?
> Adjusting the price is possible with the decent customer who
> wants a good installation and is willing to pay for it.
> They will agree to pay a little more to the contractor, knowing
> now that they innocently cut into his profit. That, though,
> the least of the potention problems caused by people buying
> their own material.
>
> Some people buy such crappy material that I don't want to be
> associated with it. Others will buy the wrong amount but swear
> it's more than enough. Some will buy "close out" tile and not
> be aware it's 4 different shades, dye lots, bad sizing etc.
> Some will bring the material home and stack it wrong (horizontally),
> cracking dozens of them. The problem with cracking is that it's
> often not noticed until the grouting process when the cracks get
> wet and are visible for the first time. I've spent tons of time
> weeding through the "junk" to pick out the good tiles.
> People buy thinset and grout 4 months before the job so it's
> lumpy by tiling time, yet want to "break it up" and still use it.
> People buy the wrong type of thinset and insist I use it because
> "the guy" at the store said it was the right stuff, and of course
> "the guy at the store" is a real expert.
> People will buy the tile and expect me to pick it up for them
> since I have a truck, and after all.....they're hiring me to do
> the work!......so the store makes the profit and I'm supposed
> to do the work hauling it?
>
> These are just a sampling of problems that have come up
> in my 25 years of tile contracting. By far the easiest and
> wisest thing for my customers to do is contact me _first_
> and let me help them with what is now state-of-the-art,
> what is not already outdated... what is the right tile for them-
> what goes with their home and furniture. What tile works
> best with children? Old people who may slip? Animals
> who track in dirt? Who can help them with this more than
> an expert consulting with them in their home?
> Issues of color, style, size, type, quality, glaze hardness,
> break strength and the issues in this paragraph can't be
> "figured out" by the average homeowner.
>
> Most people choosing new tile haven't done it in many years,
> sometimes 10, 15 or 20 years. They are surprised at what
> is now available for them in 2007. The selections are
> greatly multiplied from my early years doing this, but that
> just makes it far more important for customers to let me
> help them and point them in the right direction.
> I know what showrooms and distributorships are honest
> and good quality, and where they will be safe shopping
> for fair pricing. I know where they should avoid.
> When I send them to certain distributor showrooms,
> I specifically name the showroom people there who I know
> are expert and honest. The customer can benefit from
> this experience.
>
> People also greatly appreciate help, encouragement
> and persuasion to do the 'right thing' and find that perfect
> tile that they'll live with for many years. I'm frank and
> honest when they're heading in a wrong direction.
> Elderly people need to be persuaded against smooth
> slick tile. Outdoor tile needs to be clearly non-slip.
> 12x12 tile will be immediately outdated. Etc Etc Etc.
> Customers need to be straight forwardly told when
> they are heading in a wrong direction, and appreciate
> the help and guidance. The goal is always at the end
> of the job to hear "thank you so-much for your help,
> we are so thrilled with the job". Even better is to go
> back years later for other work there and hear again
> how happy they have been with the tile.
>
> A professional tile contractor's head is full of knowledge
> and ideas. It is a shame when people don't access this
> opportunity to get some fresh ideas and perspective.
>
> It isn't about "sales". It isn't about "making money". Any
> contractor who has this as their goal does a disservice to
> their customers. What it's "about" is the customer. They
> are paying a lot of money for the work and tile. They have
> to live with the result for years as the installer moves on
> to other things. The goal is to lead the customer to that
> perfect selection that will fit their needs, then perform
> an installation that will make their project a success.
> Customers have friends and family. They want these people
> to come over and say "hey that looks great". They want to
> remain satisfied for many years. Contractors and installers
> who have this customer-first attitude will have no problem
> getting work, or making money, and will be a blessing to
> many people.
>
> Should the customer purchace materials before consulting
> with the contractor/installer? I don't think so.
>
> thetiler
>
| 
Yahoo! 
Google 
Windows Live 
del.icio.us 
digg 
Netscape 
XML Sitemap