Going to meet customers.

[enduro]

This is to give new tilers a bit of advice about going to meet customers to do an estimate/quote etc from you older and wiser tilers.

Do you go in your work clothes or not.
Do you remove footwear before entering customers property.
Do Call if you are going to be late.
Do you listen to the customers needs, do you give them alternatives.
Do you ask what tiles are going onto the wall/floor.
Do you ask if they are going to be fixed landscape or portrait etc.
Do you explain about substrates etc.
How far do you go explaining things, do you price on the job.
How quick do you get the price back to them.
Do you send a written quote or just phone them.
Do you mention payment terms or get money up front.
Please ad anything else that could help new guys,

 

[diamondtiling]

Great thread Enduro, I always have the elasticated overshoes on my van so that I dont let people see the potatoes in my socks, also I always take notes and measurements and send a written estimate either by email or post.

 

[hillhead]

I do most of above,talk them well through what they or your suggesting and write all down !!
even use 6' straight edge to check walls etc!
I sometimes give price there and then.

 

[mikethetile]

aim at having quote/estimate on their doormat within 3 days

 

[Time's Ran Out]

I knew I was doing something wrong with that *** packet!

Portfolio - hopefully of your work and it gives the customers something to look at while your measuring up.
I also include a couple of holiday pics when I was working in the South of France last year (have I mentioned this before.....)

 

[faithhealer]

I knew I was doing something wrong with that *** packet!

Portfolio - hopefully of your work and it gives the customers something to look at while your measuring up.
I also include a couple of holiday pics when I was working in the South of France last year (have I mentioned this before.....)

I have a couple of pics of a job in france I dd a couple of years ago, provides a good talking point.
You have to talk to your customers at their level, not yours. Call them mr and Mrs "Smith" or whatever until they tell you otherwise.

 

[doit4u]

If they don't already have one give them your card and be honest about timescales if you are booked up, I tend to give slightly longer dates than I think in case Iget held up on another job. I think it is better to pull jobs forward than have to put them back.

 

[The Legend; Phil Hobson RIP]

All as above, specialy the portfolio. I always check the walls with 2m edge, and stress to the customer, make sure other quotes are like for like ie. prep work etc.

 

[MTiler]

I rarely quote there and then unless its a small, uncomplicated job (in your dreams!). Most are emailed. With bathrooms I always give them the option of tanking, have even had the customer tank their own shower once to save time and money and it didnt loose me the job (a whole bathroom).
Never thought of taking the portfolio along although I do give them my website address.
I use an 'estimate sheet' to tick off whats needed and whats to be done, with the measurements on the back.
I always explain about the prep thats needed and why its important as they usually expect you to just bash the tiles up on a unfit wall etc.

MissT

 

[Ajax123]

This is to give new tilers a bit of advice about going to meet customers to do an estimate/quote etc from you older and wiser tilers.

Do you go in your work clothes or not. - Suit and Tie where possible
Do you remove footwear before entering customers property. Not generally but always wipe my feet if it is someones house
Do Call if you are going to be late. Always
Do you listen to the customers needs, do you give them alternatives. Yes but at the same time always look for opportunities to sell my own gear
Do you ask what tiles are going onto the wall/floor. Yes....well I ask what type of coverings are going on the floor and if it's tiles I ask all sorts of stuff about adhesives, tiles etc etc
Do you ask if they are going to be fixed landscape or portrait etc.- No
Do you explain about substrates etc. - In great detail including insulation, deflection criteria, joints, bay sizes, acoustics, thermals, UFH etc etc.....quite comprehensive on this one
How far do you go explaining things, do you price on the job. - No. I generate a specification which is passed to an installer to price
How quick do you get the price back to them. - I always chase down leads I have generated for my screeders
Do you send a written quote or just phone them. - Depends on end user type
Do you mention payment terms or get money up front. - Depends on credit rating
Please ad anything else that could help new guys,

Additionally I always ask when the project is to be started and finished, where my bit fits into the programme, advise on limitations and issues relating to poor material choice and I always ask for the comitment to an order......