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TANZ Features in NZCB – “Chewing the Fat” Podcast

May 16, 2018 By Rick Manson

 “Chewing the Fat”

 

NZCB+ TANZ = Happy Builders & Happy Consumers

 

For the good of our industries

 

Last week TANZ was invited to share in an interview with New Zealand Certified Builders to outline the state of the tiling industry, what are some of the pitfalls and where is the industry as whole is heading. Check it out below.

Not a TANZ Tiler/Builder Yet – join us today safeguard yourself and your customers.

 

Promote and Safeguard your Building business with New Zealand Certified Builders

Filed Under: News

The Truth about NZ Tiling

August 1, 2017 By tanzadmin

SPOT FIXING against BRANZ Good tiling practice and the Manufactures recommendations.

 

At TANZ the goal is for education with in the tiling industry, and to help up-skill those that want to continue to learn, and to further develop the skill levels of those that are producing great results.

It is true that if you think you know it all then you need to stop  what you are doing, and start another job, because none knows everything, as we all continue to learn.

I have traveled in the last couple of months from north of Auckland down to Christchurch and stopped off in Blenheim, Wellington ,Taupo and Tauranga and I have learnt a lot.

I’ve learnt that the Tiling trade is in real need of education, there are tilers that just don’t care, they don’t care about their trade or their customers and are happy to do what it takes just to get paid and then, not fix any of their tiling issues.

I have seen Builders blame tilers for issues that are not the tilers fault at all, in an effort to find someone to fit the bill.

I have read “independent reports” from individuals that have never laid a tile in their lives, and in an effort to exploit those that are seeking the answers to the tiling issue, these ones will write what ever comes off the top of their heads.

TANZ (Tile Association of New Zealand) is about putting honesty back in the tiling trade, its about telling the truth.

If your tile installation is rubbish we will tell you, and those that are responsible should be held accountable.

If the Supplier of a product try’s to deceive the tiling industry with miss-leading information we will expose it.

TANZ is about protecting all those that work in and are part of the tiling industry, from the homeowner to the tiler to the builder to the supplier and even the manufacture. Its important that if a manufactures specification is written that this is followed to produce a successful tile installation .The manufacture knows their products and will warrant it only is the specification is followed and is part of their system.

I have seen Suppliers, Builders and tilers make up their own installation guide, and then when it fails blame anyone but themselves .

If you want to be a part of an association that really cares and you are a Tiler that has a real passion for doing a great job and following the guide lines set before you, you are welcome to join TANZ, if not we are happy to guide you in the right direction, and educate where needed.

Filed Under: Uncategorized

Creating art with tiles

April 19, 2017 By admin

This job was completed for a brave client recently. On trend, psychedelic tiling that makes a shower so much more than a shower!

 

Filed Under: News

When the builder says the walls are “sweet”…

April 19, 2017 By admin

Unfortunately a common challenge for us tilers – working on uneven walls and floors.

 

 

 

 

 

 

Filed Under: News

Become an NZ Tile Geek

March 15, 2017 By admin

Following our fellow US and Australian tilers, we have just launched the NZ version of the Tile Geeks Group on Facebook. This is a great place for us to showcase and share work, ask questions, receive advice.

Become a Tile Geek by clicking on the following icon:

 

 

Filed Under: News

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2 years ago
Photos from Tile Geeks NZ - TANZ's post

TANZ has been busy investigating tile installations that are not performing as they should.
If a specification is issued stating that a certain adhesive is to be used, then it is wise to follow the specifications as it is put there to protect you as the tiler and your installation as if it fails and you have used the wrong product, guess what it’s your problem and it will cost approximately 2.5 times the initial cost , as if you change it, it’s your problem
Just play safe and follow the specifications and price it well so no corners are cut
Cheers the TANZ team
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3 years ago
Photos from Tile Geeks NZ - TANZ's post

I can't believe that the supplier of a tiling product says that this is acceptable

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3 years 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
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3 years 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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