In another thread this issue was brought up. Is it OK for a customer to buy their own material (in my case tile), and expect a professional contractor to install it?
It's a good question, and one I've faced probably a few hundred times over many years. My opinion is that customers who purchace materials first, without consulting a professional do so blindly and many suffer for years for a bad decision.
The first thought people have about this is that the customer is "cutting out the contractor" from making a markup on materials. Generally this is where the discussion centers on. I think it's the wrong discussion.
As I've mentioned, there are two kinds of customers who buy their own materials... (1) the person who does so innocently, just thinking it is the right thing to do, and: (2) the person who deliberately is trying to save money and cut out the markup from the contractor.
Person (2) is often trying to be cheap and probably wants a cheap price on installation too. I quickly try to get out of dealing with person (2), and as far as I'm concerned if they want to go cheap, go ahead. I'm not interested. Save some money on the tile, save money on the installation- and get what you pay for.
What about the innocent person though? Is it wise to buy materials first, then hire a contractor install it? Adjusting the price is possible with the decent customer who wants a good installation and is willing to pay for it. They will agree to pay a little more to the contractor, knowing now that they innocently cut into his profit. That, though, the least of the potention problems caused by people buying their own material.
Some people buy such crappy material that I don't want to be associated with it. Others will buy the wrong amount but swear it's more than enough. Some will buy "close out" tile and not be aware it's 4 different shades, dye lots, bad sizing etc. Some will bring the material home and stack it wrong (horizontally), cracking dozens of them. The problem with cracking is that it's often not noticed until the grouting process when the cracks get wet and are visible for the first time. I've spent tons of time weeding through the "junk" to pick out the good tiles. People buy thinset and grout 4 months before the job so it's lumpy by tiling time, yet want to "break it up" and still use it. People buy the wrong type of thinset and insist I use it because "the guy" at the store said it was the right stuff, and of course "the guy at the store" is a real expert. People will buy the tile and expect me to pick it up for them since I have a truck, and after all.....they're hiring me to do the work!......so the store makes the profit and I'm supposed to do the work hauling it?
These are just a sampling of problems that have come up in my 25 years of tile contracting. By far the easiest and wisest thing for my customers to do is contact me _first_ and let me help them with what is now state-of-the-art, what is not already outdated... what is the right tile for them- what goes with their home and furniture. What tile works best with children? Old people who may slip? Animals who track in dirt? Who can help them with this more than an expert consulting with them in their home? Issues of color, style, size, type, quality, glaze hardness, break strength and the issues in this paragraph can't be "figured out" by the average homeowner.
Most people choosing new tile haven't done it in many years, sometimes 10, 15 or 20 years. They are surprised at what is now available for them in 2007. The selections are greatly multiplied from my early years doing this, but that just makes it far more important for customers to let me help them and point them in the right direction. I know what showrooms and distributorships are honest and good quality, and where they will be safe shopping for fair pricing. I know where they should avoid. When I send them to certain distributor showrooms, I specifically name the showroom people there who I know are expert and honest. The customer can benefit from this experience.
People also greatly appreciate help, encouragement and persuasion to do the 'right thing' and find that perfect tile that they'll live with for many years. I'm frank and honest when they're heading in a wrong direction. Elderly people need to be persuaded against smooth slick tile. Outdoor tile needs to be clearly non-slip.
12x12 tile will be immediately outdated. Etc Etc Etc. Customers need to be straight forwardly told when they are heading in a wrong direction, and appreciate the help and guidance. The goal is always at the end of the job to hear "thank you so-much for your help, we are so thrilled with the job". Even better is to go back years later for other work there and hear again how happy they have been with the tile.A professional tile contractor's head is full of knowledge and ideas. It is a shame when people don't access this opportunity to get some fresh ideas and perspective.
It isn't about "sales". It isn't about "making money". Any contractor who has this as their goal does a disservice to their customers. What it's "about" is the customer. They are paying a lot of money for the work and tile. They have to live with the result for years as the installer moves on to other things. The goal is to lead the customer to that perfect selection that will fit their needs, then perform an installation that will make their project a success. Customers have friends and family. They want these people to come over and say "hey that looks great". They want to remain satisfied for many years. Contractors and installers who have this customer-first attitude will have no problem getting work, or making money, and will be a blessing to many people.
Should the customer purchace materials before consulting with the contractor/installer? I don't think so.
thetiler