For this month, we’re putting our discussion of Business Acumen on hold to address an important issue that was recently brought to my attention. An NTCA tile contractor member subcontracted work to an independent installer, and although the installer was a Certified Tile Installer (CTI), the work was subpar and ultimately required complete replacement. While this situation is unfortunate, it highlights an important point: in any industry, including tile, there is a standard level of knowledge that must be met to perform. However, beyond that, there are varying levels of expertise based on the complexity of the work at hand.

For example, is the project residential or commercial? If residential, is it tract homes or custom designs? For custom homes, is it stonework or porcelain? If commercial, is it an open area or vertical build? If vertical, does it require waterproofing? Is the job a remodel or a new build? Each of these variables significantly impacts the skill level required.

While the Certified Tile Installer (CTI) program ensures a minimum level of knowledge and skill through a standardized written and practical test, certification alone doesn’t guarantee proficiency in every situation. Much like aviation, where a pilot with a license must undergo specialized training to handle different aircraft and conditions, a CTI-certified installer may need additional experience to tackle complex projects or challenging environments. I’m not diminishing the value of the CTI – it’s a difficult test that must be completed under time constraints. But our industry, like many others, is highly complex. Just as you wouldn’t want a pilot who typically flies piston twin engines to fly the 747 you’re riding in, you don’t want to hire a tile setter with only tract home experience to install intricate stonework in a luxury bathroom. 

As tile contractors, it’s our responsibility to thoroughly vet our workforce, whether hiring W-2 employees or subcontractors. Don’t take this lightly. If you’ve been in the tile industry for any length of time – as I have – you develop a deep respect for the knowledge and skill it takes to bring a successful project to fruition. Becoming a true professional takes years of experience and expertise, and many industries recognize the 10,000-hour rule as the threshold for mastery. This is five years of uninterrupted experience within a specific segment of an industry. The tile industry is no different.
 
If you’re subcontracting labor, always check references and ensure their past projects align in size and scope with what you need. Are they hands-on, or do they delegate to crews? If they delegate, who leads their team, and what are their qualifications? These are critical questions to ask. Also, verify their insurance and workers’ compensation coverage to ensure they meet your minimum requirements. Finally, have them sign a contract that clearly outlines the terms and expectations of the work.
When someone represents your business, it’s crucial to ensure they are thoroughly qualified. This is essential not only for the integrity of your work but also for the respect and integrity of our industry.

Unless another critical point arises, we will resume our discussion of Business Acumen Skills next month.
Until then, keep qualifying those who represent you, and as always, Educate for Excellence!

Educate for excellence!

Sincerely,

Rod Owen
President, NTCA
Rod.Owen@ccowen.us