Mosaic Musings: Project Award: The Pool

Thursday, April 21, 2011

Project Award: The Pool

You gotta give to get. Its a saying I heard while reading up on venture funding. While Mosaic is the farthest thing from a Venture Capitalist's mind the principal rings true in this most recent project award. You see while we were furiously trying to meet the completion date on The Cooler project, an addition to a commercial kitchen, I noticed there was a floor drain failure in the existing kitchen. I proposed to the buildings manager at this prestigious facility to remain nameless that I should fix it while he had me on the job. He agreed, but he needed to know what it was to cost him. I told him naught so long as he thinks of me next time he needs some tiling done. Now, before the project was completed, he returned the favor by awarding me this my next project I'll call The Pool. The Pool is a repair project at my new client's outdoor swimming complex. The complex is 50 years old and has suffered countless harsh winters. Needles to say there are many tile about the pool coping in need of repair. The project will provide Mosaic Inc. about 9 work days of activity. So you see you have to give to get. LOTC marketers take note.

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Welcome to Mosaic Musings

The purpose of Musings is to provide a high touch resource for my customers, my future customers, and their friends and family. In this pursuit, I will share about my business approach including marketing and sales, production and service, and close out and follow up. So, this blog will also be useful for other professional tile contractors, tile distributors, and tile product manufacturers.

My approach is honest and genuine. I believe, by putting my customers first, that they will return the favor by referring me to others. In the services business, there can be no other way. We are only as good as our last opportunity to serve. Besides, it really makes my day when a customer lets me know that they appreciate the extra effort. I call that an "attaboy", and I firmly believe it takes ten attaboys to make up for one bad experience.

This point is even more acute in the tile trade. By the square foot, tile is one of the most exquisite finishes on a customer's project. Tile is enduring as well. It lasts for ever. Unlike carpet or vinyl on floors and paint or wall paper on walls, tile just does not fade or wear out. A carpeting or painting contractor can expect repeat business due to normal wear and tear, but tiler's work is one and done. Set it and forget it. So it is essential that I get it right the first time, and if not, I make it right for my own self interest. In this way, I position myself for referrals based on superior performance.

Customers should expect the best from their tile installer. I know my customers do. I want them to expect as much. Tile is a celebration of their most intimate spaces. Whether it is their kitchen or bath, hearth or patio, it is my honor to be selected by them to make their vision come to life. I take every opportunity to understand their desires and expectations and to not rush them to a decision. While I am not a designer, I do have an eye for what looks good. After all, I've been in the business for two decades. I want them to make the right decision about their tile, their tile related products, and their tile installer. I refer them to the best stores and showrooms for their needs and budget. And, I provide them with the information they need to get the most out of their design consults.

Time is of the essence for my customers as well. Once they come to a decision I want them to feel like no time is wasted in getting to completion. I want to minimize the disruption in their lives, so that they can begin to enjoy their intimate spaces as soon as possible and for an exquisite and enduring future.

Hopefully, by keeping it real and keeping it genuine this blog will become an invaluable resource for customers, and future customers alike, as well as other tile contractors, distributors, and tile manufacturers.

Happy tiling,

Malcolm Campbell, MBA, IMI, LEED-GA, CDT, EIT,

President Midwest Mosiac, Inc.

Mosaic Musings

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Thursday, April 21, 2011

Project Award: The Pool

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