Customers/Questions.

[Paul Sh]

Ok, going out into the big bad world of tiling is getting closer and closer for me, so i was wondering if you could all post up a list (big or small) of the type of questions or points you put forward to customers when viewing a potential job, for example do they want trim if so what colour, what colour grout do they want and so on.

I would basically like to make myself a check list of questions and points that are essential to ask, (a) so i don't come unstuck when actually doing the job,and (b) even if it's just to make myself look that little bit more professional. I think most of us would at some point find ourselves in a position where you say to yourself.........Oh **** i should have asked this or i should have asked that........ So go on fire away.🙂

 

[Amarillo Tiling]

The most important question......how good is their brew?!!🙂
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Added post information (due to double posting):
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If its a medium to large job I find that knowing you work area is very beneficial prior to starting a job. once you have assessed the quality of the walls or floor (or both depending) concentrate on things like where can you set the wet cutter up if you use one, where the leccy points are, etc you will be amazed how much time you will save in setting up.

 

[kapitan]

if its a female customer do not ask her where her underwear drawer is!! as any time i asked this for some strange reason i didnt get the job!!! :tounge_smile: :wink_smile:

 

[trevortine]

Hi Paul, i'll try to run through the way i do it but will prob forget something! First of all turn up reasonably presentable, ive done many a quote after a day on a large floor and been a bit dirty! When you ring the doorbell , offer to remove your shoes, lot of people can be very houseproud (many of my clients are) First of all ask them what they want to do, have a good look at the work area and check for any required prep. once you have done this measure up, a lot do this themselves but do it for your own piece of mind. Then talk about the choice of tile (this could affect your price) Explain to them the type of adhesive required for the job, if the floor needs ply, the shower area tanked and grout choice. I carry grout colour charts with me so you can show punters whats available. Also your trim, carry some 6 inch long cuttings of trim then you can do the same. Make sure you are both 100 per cent clear about everthing that has to be carried out. I always offer to remove skirtings, toilets, sinks etc, always going for the better finish and of course dont forget to charge for it. One thing i always promote in almost every job i do is under floor heating. This is a luxury underfoot at 6am and i have had an enormous amount of compliments for even suggesting it in the first place! The plus there is that its a good little earner and is straightforward to install. Once you have gathered all your info go home and work on a quote. Doing it at the time is sometimes an option depending on size of job and the punter. If your doing a lot in one house it can be easy to miss something. Arrange a date to do the job, give them details of tile shops, offer to pick up the tiles, basically the more you do the more you will be recommended (long as you do good job!!!). Try to be confindent as you ask specific questions, this also lets the customer know that you know what you are talking about and when they have confidence in you then long as your price is ok you will get the job. I hope this is of help to you, mabye a bit muddled as im tryin to remember which order i do it in!! I reckon i get about 95 per cent of the quotes i do so i guess i must be doing something right!🙂

 

[Varley]

Great advice there trevortine! 🙂

 

[trevortine]

Oh and as kapitan said, dont ask where the knicker drawer is, you'll sound find it:wub:

 

[GazTech]

Hi Paul, i'll try to run through the way i do it but will prob forget something! First of all turn up reasonably presentable, ive done many a quote after a day on a large floor and been a bit dirty! When you ring the doorbell , offer to remove your shoes, lot of people can be very houseproud (many of my clients are) First of all ask them what they want to do, have a good look at the work area and check for any required prep. once you have done this measure up, a lot do this themselves but do it for your own piece of mind. Then talk about the choice of tile (this could affect your price) Explain to them the type of adhesive required for the job, if the floor needs ply, the shower area tanked and grout choice. I carry grout colour charts with me so you can show punters whats available. Also your trim, carry some 6 inch long cuttings of trim then you can do the same. Make sure you are both 100 per cent clear about everthing that has to be carried out. I always offer to remove skirtings, toilets, sinks etc, always going for the better finish and of course dont forget to charge for it. One thing i always promote in almost every job i do is under floor heating. This is a luxury underfoot at 6am and i have had an enormous amount of compliments for even suggesting it in the first place! The plus there is that its a good little earner and is straightforward to install. Once you have gathered all your info go home and work on a quote. Doing it at the time is sometimes an option depending on size of job and the punter. If your doing a lot in one house it can be easy to miss something. Arrange a date to do the job, give them details of tile shops, offer to pick up the tiles, basically the more you do the more you will be recommended (long as you do good job!!!). Try to be confindent as you ask specific questions, this also lets the customer know that you know what you are talking about and when they have confidence in you then long as your price is ok you will get the job. I hope this is of help to you, mabye a bit muddled as im tryin to remember which order i do it in!! I reckon i get about 95 per cent of the quotes i do so i guess i must be doing something right!🙂

The punter invited you to quote,you are in their house,shut -up and listen to what they want(they will tell you)weigh up the options and offer your best advice at the time.If uncertain,get back to them with advice on tricky questions .....REMEMBER THIS.if they like you youv'e always got a chance of doing the job,don't be afraid to ask the question you can't answer, here on the forum.They will hopefully respect that you have researched the best way of doing the work to their satifaction.🙂

 

[trevortine]

Bloomin eck gaz, 'shut up and listen' . So many quotes i have done punters dont know what they want, i end up choosin for them, topps of course🙂

 

[GazTech]

The job should have been sorted at sales point,tiling it is the easy bit LOL!!!

 

[Varley]

Yeah, quite a lot of quotes i go to give, the punters sometimes haven't got a clue.

 

[GazTech]

Yeah, quite a lot of quotes i go to give, the punters sometimes haven't got a clue.

havn't got a clue about what exactly?😕

 

[Varley]

Trims, grout colours, different effects with tiles, for example any bespoke work to be put in as a centre piece anywhere, haven't considered diamond pattern, and quite a lot of the time haven't even picked what tiles they want.

 

[GazTech]

Trims, grout colours, different effects with tiles, for example any bespoke work to be put in as a centre piece anywhere, haven't considered diamond pattern, and quite a lot of the time haven't even picked what tiles they want.

Kin 'ell send 'em to me.Recently a customer came in for some paint for their old bathroom tiles,walked out the store with 28m2 polished cappuchino marble,and 5 days work for my ex partner.£2300 business,and lovely before & after photos in the shop.Have courage in your convictions my friend :wink_smile:

 

[Varley]

Would love to send em to you Gaz m8, not sure if they would be happy to travel though, wish the guy in my tile shop would pass some business my way, i throw a fair bit theirs. Might try using topps, if all the guy are like you then i'd be happier and so would the customers. You know what the guys are like in the Sunderland store m8?

 

[guy1976]

in the sunderland store youv got the lovely rebeca not sure iv spelt her name right?

 

[GazTech]

Would love to send em to you Gaz m8, not sure if they would be happy to travel though, wish the guy in my tile shop would pass some business my way, i throw a fair bit theirs. Might try using topps, if all the guy are like you then i'd be happier and so would the customers. You know what the guys are like in the Sunderland store m8?

Well can't comment on Sutherland lads (no dealings yet) but Topps employees are trained weekly,having said that there is a lack of tradesmen in the retail side of things bud,give it 20 yrs or so ,some of these lads on the forum may well be in my position!experience unfortunately takes time

 

[kapitan]

Hi Paul, i'll try to run through the way i do it but will prob forget something! First of all turn up reasonably presentable, ive done many a quote after a day on a large floor and been a bit dirty! When you ring the doorbell , offer to remove your shoes, lot of people can be very houseproud (many of my clients are) First of all ask them what they want to do, have a good look at the work area and check for any required prep. once you have done this measure up, a lot do this themselves but do it for your own piece of mind. Then talk about the choice of tile (this could affect your price) Explain to them the type of adhesive required for the job, if the floor needs ply, the shower area tanked and grout choice. I carry grout colour charts with me so you can show punters whats available. Also your trim, carry some 6 inch long cuttings of trim then you can do the same. Make sure you are both 100 per cent clear about everthing that has to be carried out. I always offer to remove skirtings, toilets, sinks etc, always going for the better finish and of course dont forget to charge for it. One thing i always promote in almost every job i do is under floor heating. This is a luxury underfoot at 6am and i have had an enormous amount of compliments for even suggesting it in the first place! The plus there is that its a good little earner and is straightforward to install. Once you have gathered all your info go home and work on a quote. Doing it at the time is sometimes an option depending on size of job and the punter. If your doing a lot in one house it can be easy to miss something. Arrange a date to do the job, give them details of tile shops, offer to pick up the tiles, basically the more you do the more you will be recommended (long as you do good job!!!). Try to be confindent as you ask specific questions, this also lets the customer know that you know what you are talking about and when they have confidence in you then long as your price is ok you will get the job. I hope this is of help to you, mabye a bit muddled as im tryin to remember which order i do it in!! I reckon i get about 95 per cent of the quotes i do so i guess i must be doing something right!🙂

ffs trev id pay you to tile my bathroom you sweet talkin tart you!!!

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Added post information (due to double posting):
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i just walk into the clients house and get the job right away cos im so goddamn gorgeous !!! :wink_smile: