The document discusses best practices for tile installers when initially contacting customers and conducting an in-home assessment. It recommends tile installers obtain customer contact information, ask questions about the job scope, determine how the customer was referred, schedule a time window rather than a specific time for the assessment, greet the customer professionally, avoid discussing controversial topics, take accurate measurements, and obtain necessary material details. The overall guidance is aimed at conducting the initial customer interaction efficiently and making a positive first impression.

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PowerPointpresentation
Your first job
Unit 126: Preparing tiles for fixing to wall and floor
installations

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Your first phone call about a job
Ask:
Their name
Address
Telephone number
Postcode

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About the job
What are they having tiled?
If it’s walls, ask about the floor.
If it’s a floor, ask about the walls.
Have they got their tiles yet?
When would they like work done?
When can you visit?

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The most important question
Where did they get your number?
You need to know how your advertising is working and what adverts
bring in the most work.

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When should you go to see the job?
Always arrange a time slot rather than an actual time
If you say 6pm and you get there at 6:15, you’re late
If you say between 6pm and 7pm and you get there at 6:15
you’re on time
First impressions count

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Knock on the door
Introduce yourself
Shake their hand
Take off your shoes (remember, clean socks no holes)
Shoe covers

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Watch what you say
Avoid talking about:
Religion
Sex
Politics
Don’t try too hard with lots of compliments about their home

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Preparation essentials
Measure up
ACCURATELY
Ask about
TRIM
TILES
GROUT
Source: Wickes.co.uk

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Take their email address
This way you can put together a quote / estimate in your own time at
home where you can think about it and put all the right information in.
You will also have a copy that you know the client has received if you
ever need it