Working out your customer - TilersForums.co.uk | Tile Forums

**Dan** · 10-06-2008

I've read A LOT of threads about tiler's reducing their prices and I thought I'd mention the importance of 'knowing' your customer.

There seems to be just two types of categories in the domestic market related to where business came from. There are those customers that haven't been recommended somebody and those that have been recommended a tiler.

If you've been passed on a customer consider this a bonus as you'll be able to price the job right and to it correctly! Yes, your price may increase slightly compared to the other category 'the jobs that you get based purely on price and what you say / do at the time of the quote', but you're not ripping them off by giving them a higher price!

You need to quickly get out of the fighting for jobs based on price routine and the only way to to this is to get a good name.

Think of all those 'cheap jobs' you've done for so long that you've cut a corner or two on based on time / price / money that you could have made perfect if you'd have had the time / price / money.

Consider giving your 'cheap' customers two prices (certainly the guys that write quotes out somehow and not just quote at the door) and explain Quote A is competative, and say that - they'll think the other similar prices they get are also competative and lacking..... Quote B Extras / THE WAY YOU WOULD DO IT AT HOME IN YOUR HOUSE - and say that in the quote yoo - be formal with the quote if you wish but add a hand-written bit to it saying this is the way i would do it becuase of the XXXXXx (tanking / better trim that's not bulk purchased by the store you buy from / propper products / whatever).

And Customers: Stop going for the cheapest! And instead of saying "you're expensive" ask what the extra cash will get you - then ask the other tilers / quotes if they'd do that if they had the chance! I bet 50% of them don't even know the products mentioned!

I'd recommend most customers (if they can't find a recommendation) to get three quotes itemised (don't rush the tiler to get a price only) and time-scale and then either work out yourself what is best for your situation or come here and explain as much as you can and we'll do what we can to help.