TANZ - Tile Association of New Zealand

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PUBLIC SERVICES

TILE INSTALLATION REPORTS

TANZ offers a Tiling Report service, which will look at issues that may arise from time to time with tile installations.

We give an unbiased opinion based on the New Zealand / Australian tiling standards , and the BRANZ Good Tiling practise .

Weather the tiler is a member of TANZ or not, the report will be based on the evidence at hand, and is to be used in a manner to reach a conclusion, so that both parties have some direction to reach a conclusion.

Tiling Reports start from $1440.00 + gst

INVESTIGATION WORK

TANZ offers a Tiling investigation work, in where a Qualified TANZ senior member will investigate work that have been done or specifications that are written that have failed or are failing, so as to give an understanding of the issues and liability .

TANZ senior members have a good understanding of these type of failures and have already presented evidence in the High Courts of New Zealand and won their cases.

This investigation work can give a good indicator as to risk assessment that may be need prior to legal action.

INSTALLATION OVERSIGHT

TANZ offers for large projects and some high end remedial works, and installation oversight service, in whereas professionals in our industry we will review the specification of installation and oversee the installation from start to finish, noting all critical parts of the installation, and making sure the specification is followed.

EXPERT WITNESS

TANZ offers the services of being expert witnesses for legal matters, in these cases all information presented is base not just an opinion, but on written information that is factual and will provide clear understanding of the issue that needs to be ruled upon.

SUPPORT AND ADVICE

TANZ offers a free support line in where we can share information that can help you the public .

DIRECTORY

TANZ offers a Tilers Directory, this directory is of approved TANZ tilers that operate under the strict guidelines that are set out in the TANZ application, this is so that the public can be sure that they are dealing with a reputable tile installer.

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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
... See more

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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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