Though most do not like to hear it, installer error is frequently the root of a failed job. Usually it is not so much the skill of the installer as it is his lack of knowledge. Remember, dissatisfaction spreads rapidly and any failure in the field is bad for the tile business. Not only does it discourage the consumer from ever selecting tile again, he or she is likely to tell neighbors, relatives, co-workers, and other potential customers about the experience. I have received my share of gratitude, but in all my years I recall only one instance when someone fell all over themselves thanking me for a job well done (to the point where I was embarrassed.) On the other hand, I can recall numerous times when-deservedly or undeservedly- we were chastised and threatened with legal remedies. Once, I was even told I would regret my birth. (You guessed it, it was an attorney).
The Tile Council of America (TCNA) and CTEF hear from more than 100 people each week looking for advice on how to install, correct, fix, pay for, or otherwise reach satisfaction with their tile installation. If that seems like a lot of calls and emails, remember that neither organization is readily identifiable to the average user. But it should not be the duty of the tile customer to learn about tile in great detail (although many do correctly or incorrectly via the Internet.) The responsibility of learning, of course, falls to the tile professional. When he is at the top of his game, everyone in the supply chain benefits-manufacturing reps, factory salespeople, architects, retailers, product specifiers, general contractors, tile installers, building inspectors and anyone else connected with the process.