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MEMBER SERVICES

INSURANCE

TANZ has teamed up with Financial Independence to provide members with a comprehensive Insurance package that will cover tilers, these policies protect the tilers and their clients, giving confidence that they are covered from any future issues that may arise.

. Public Liability $2,000,000.00
. Indemnity $100,000.00
. Vehicle Insurance
. Tool insurance
. Income protection

These policies are a very positive addition to any Tiling business, as when there is a problem its nice to know you have the support there when needed. To find out more click on Insurance under the Members Services

INCOME PROTECTION

TANZ has teamed up with EC Credit Control and as a TANZ member you have the access to the Terms and Conditions, that cover you legally through your quoting / invoicing process, and for the odd client that doesn’t want to part with their money, EC Credit Control has debt recovery process, that will add on their collection cost to your invoice.

This type of income protection is vital for any business, as having your terms of trade complying with NZ law, is essential for your company’s protection.

Concerned about a client before you start the job ? EC Credit Control can give you an indication as to whether this client has the ability to pay you once you have finished, better to not do a job than to do it and not get paid. To find out more click on Income Protection under Members Services

ACCOUNTING

TANZ has teamed up with Accounting & Taxation Centre Ltd to offer TANZ members support and advice. They are New Zealand wide, friendly and speak in plain english.

Accounting & Taxation Centre Ltd will provide you with a wide range of support and advice needed in running a profitable business and will provide you with excellent service at an affordable price.  To see more please click here

HEALTH AND SAFETY

TANZ have teamed up with Health and Safety Worx Ltd, to provide a comprehensive Trade specific and Site specific health and safety policy.

With the introduction of the Health &Safety at Work Act (HSWA) in April 2016, effective Safety Management Systems (SMS) have become an essential part of doing business. The risks of not having an effective Health and Safety system in the work place include ;

  •  Injury or sickness to workers and others
  •  Damage to workplace, product and tools
  •  Financial loss through increase downtime and reduced productivity
  •  Increase in ACC levies and sick pay
  •  Prosecution for not complying with the legislation
  •  Inability to tender for work if your SMS is not of an acceptable quality
  • Access to site being denied

Health and Safety Worx Ltd have a software package tailored to meet the needs of TANZ members at an affordable price. The software system is designed to meet the AU/NZS 4801 and has all the information required to meet any pre-qualification requirements.  To see more click here

 

TRADE EDUCATION

TANZ advocates Trade Education as essential for running a profitable business also as a gateway for younger people to see tiling not just as a job but as a career.  BCITO have nationally recognised Apprenticeship courses to find our more click here

 

WEBSITE SERVICES

TANZ recognised that being online is now an important part in running a successful business so they have teamed up with MySales Webservices, for Web, Email, IT and Hosting needs.  Click here to see more

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1 year ago
Association Of Professional Builders

How true this is for all trades , tiling included

Do this to avoid 'problem' clients

The phrase “The customer is always right” was originally coined in 1909 by Harry Gordon Selfridge, the founder of Selfridge’s department store in London.

Typically the phrase is used in business to convince employees to give good service.

Problem is, following this advice can ironically lead to worse customer service and if you are attracting poor quality enquiries, that is a recipe for disaster…

Recently, Greg, who is one of our certified professional builders experienced a problem client while they were still in the Prelim stage for a $2.7m contract.

Every second week the receptionist was fielding calls from the client who was known internally as ‘Mr Angry’.

He didn’t like the fact that the company sent information by email instead of by post, didn't like the fact the estimate wasn’t broken down into costs by item, didn’t like the soil classification, didn’t want to pay extra to upgrade the bath to a spa; he didn’t like the rock clause in the contract and the fact a builder’s margin would be added to variations.

In his phone call, he didn’t accept the amount of time allowed for construction in the building contract and demanded it be reduced by 8 weeks.

The salesperson asked Greg, the company owner to intervene directly with compromise to show goodwill.

Greg picked up the contract and tossed it in the bin and said, ‘We don’t need this contract’

Greg is a straight talking builder who started out as an apprentice carpenter before becoming a builder and specialising in high end architecturally designed custom built homes.

He wanted to make sure that both clients and employees enjoyed the building experience, so he made it very clear that the maxim “the customer is always right” didn’t hold any weight in his building company.

In conflicts between employees and unruly clients he would consistently side with his team.

Here’s what he said:

When we run into clients that we can’t reel back in, our loyalty is with our employees. They have to put up with this stuff every day.

Just because you sign a contract with us it does not give you the right to abuse our staff…

Every year we complete between 12 and 20 homes for very successful and demanding clients who are used to getting their own way in life.

As a consequence, every couple of years we’ll end up with a client who is a completely unreasonable and demanding tool.

When it’s a choice between supporting your employees, who work with you every day and deliver some of the finest homes in the state, or some narcissist who screams insults at your supervisor, who’s side are you going to be on?

You can’t take your employees for granted, you have to value them ... If they think that you won’t support them when a customer is out of line, morale will drop and so will the quality.

So Greg trusted his team over abusive customers.

What’s good about this attitude is that it balances employees and customers. The “always right” maxim squarely favours the customer which is a bad idea, because, as Greg says, it demoralises the team.

Declaring “The customer is always right,” in your building company sends a clear signal that abusive clients must be tolerated and can demand just about anything — because by definition they’re always right…

This makes the employees’ jobs that much harder when trying to pull them in.

Also, it means that abusive clients get way better treatment and better deals than decent people.

That’s mad. If you want to attract more of the decent clients they are ones to be focused on keeping happy as they are far more likely to become promoters at the end of the contract.

Some Clients Are Bad for Business

Most builders think that “they need to take every job they can”.

But some clients are quite simply bad for your business.

It’s the 80/20 principle. 20% of your clients will consume 80% of your available time. Which means that you are only able to provide the vast majority of your clients with 20% of your time.

How many opportunities are you missing to improve your margin on those jobs because Mr Angry is demanding all of your time while refusing to pay for any variations?

It’s not a question of how much you could have made from that single contract, it’s the opportunity cost to your building company when your time is consumed by one lousy client.

And when you put your trust in your team and back them over your clients, they will put your customers first.

When they feel valued they will:

- Care more about other people, including clients
- Have more energy
- Be more motivated
- On the other hand, when you consistently side with clients instead of team members, it sends a clear message that:
- Employees are not valued
- Treating employees fairly is not important
- Employees have no right to respect from clients
- Employees have to put up with everything from clients
- When this happens, employees stop caring about service. And at that point, a good client experience is almost impossible.
- Greg made it clear that his team came first — even if it meant turning down a $2.7m contract that he’d been working on for 18 months.
At a recent event he told other builders:

“We don’t take on problem clients. We deliberately sign up more preliminary agreements than we can take on contracts because it gives us options.

And if I don’t think we’ll be a good fit I tell them, ‘You’ll need to find another builder, we’re booked out for 18 months’.”

A good way to avoid taking on problem clients is by qualifying them hard at the start of the sales process.

If you don’t already have a qualifying checklist for your new enquiries, then download our proven and tested Qualifying checklist for builders here.

info.acrisservices.com/qualifying-checklist-optin
... See more

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1 year ago
Timeline Photos

Check out Tile Geeks NZ Facebook group for some great New Zealand tiling , this is what tiling passion is 🤤🤤 Venice Italy 🇮🇹 a holiday that went to quickly 👍👍

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1 year ago
Photos from Tile Geeks NZ - TANZ's post

Job came out nice, although felt sick every time I looked at it
Work done by Palazzo LTD

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1 year ago
Photos from Tile Geeks NZ - TANZ's post

when the builder says the walls are "sweet as mate".... would hate to see what his definition of bad is....

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