Derek & Jacqui
06-10-2001, 04:13 PM
Does it not give you a warm feeling when a customer actually takes your advice without complaining about the cost?
We looked at a job that the customer had requested that we tile over tile. We are quite prepared to do this in the correct circumstances. However, when Derek looked at the floor tile already laid, he noticed that some tiles were loose, grout joints were cracking and, upon inspection, it appeared that the tile was laid on 3/4" ply.
We informed our customer that we were not prepared to lay new tile over the existing tile for the reasons stated above and included in our quote for the tearing out of the old tile and new preparation to the floor before installing new tile. We did not expect to hear back.
One week later, apparently after she had done some homework, we were called and our quote was accepted.
Is it not satisfying that some customers don't think you are trying to rip them off?
We looked at a job that the customer had requested that we tile over tile. We are quite prepared to do this in the correct circumstances. However, when Derek looked at the floor tile already laid, he noticed that some tiles were loose, grout joints were cracking and, upon inspection, it appeared that the tile was laid on 3/4" ply.
We informed our customer that we were not prepared to lay new tile over the existing tile for the reasons stated above and included in our quote for the tearing out of the old tile and new preparation to the floor before installing new tile. We did not expect to hear back.
One week later, apparently after she had done some homework, we were called and our quote was accepted.
Is it not satisfying that some customers don't think you are trying to rip them off?