Tile Store training?

[faithhealer]

Do any members work in the retail side of things, just want to know what sort of training you receive.

Went to another quote today where the customer was going to stick porcelain tiles down with unibond Tile and grout on 6mm ply, all recommended by a local tile shop? (wants them cut around WC etc as well) Relised he couldn't cut them with any old tile cutter so called me in!

[grumpygrouter]

Do any members work in the retail side of things, just want to know what sort of training you receive.

Went to another quote today where the customer was going to stick porcelain tiles down with unibond Tile and grout on 6mm ply, all recommended by a local tile shop? (wants them cut around WC etc as well) Relised he couldn't cut them with any old tile cutter so called me in!

From a "proper" tile shop?

[faithhealer]

From a "proper" tile shop?

Yes Russ, a 'proper tile' store, not talking B&Q here
(unless of course he's telling porkies to cover up!)

[grumpygrouter]

Have to say I am a little surprised John...but then again, not really! It is all about money and maybe they have the best margin on Unibond!!

[faithhealer]

Back to the main question though, do staff get trained up in any shape or form?

[grumpygrouter]

...I await with interest....

[Dan]

Of course.

When I used to work at Topps we not only had in-store training, and a 'level' system (a bit like McDonalds but it was worth it to make sure staff did have the training, level 4 was assistant manager, level 5 was manager I think from memory). But probably the best training and the most enjoyable was the in-store stuff from suppliers, so reps would pop in when there was a new product and speak to the store staff. Wouldn't always happen country-wide, but we had a few advantages in Stoke, as many related firms are/were based here.

To be fair though the staff turnover could be a bit nuts area-wise at times. And as they mainly promoted within (rather than applying for managers, they'd promote) which meant the new starter was always the general store staff, and they hadn't always been in retail as it wasn't the highest paid sales-job around.

When I worked there I did my own training at an adhesive manufacturer in my own time to try and get a bit of a tilers understanding. And I even went and helped a couple on a couple of occasions when they needed just a hand on my days off.

I got promoted quite quick as a result, but not all staff wanted to 'climb the ladder' as it were. Some even dipped in the till when they fancied it. It's just the way the cookie crumbles. Some would care more than others like in any job I guess.

[Dave]

With the products that are coming into the tiling market them i think ALL staff should trained up on what they sell..

How can a staff member recommend an adhesive if he/she doesn't know how it works or even if it's suitable for the job inhand.

In house training should be a high priority IMO..

My local store i use actually had a pc sort of test the other week...they had to sit and answer questions on adhesives etc and job situations and then get a percentage to pass...

Plus trade days help as well as then the staff can keep up with new products as they are demo'd....


So train train train is the best way IMO..

[Dan]

I suppose adding to this, small independent stores might not have the same training. And probably wont use the technical lines of the manufacturers anywhere near as much, they'll probably call one of their better tilers they know or something. And the reps wont spend as much time in those stores individually maybe? So if it was a small store you're talking about then perhaps they do need some training!

[Dan]

With the products that are coming into the tiling market them i think ALL staff should trained up on what they sell..

How can a staff member recommend an adhesive if he/she doesn't know how it works or even if it's suitable for the job inhand.

In house training should be a high priority IMO..

My local store i use actually had a pc sort of test the other week...they had to sit and answer questions on adhesives etc and job situations and then get a percentage to pass...

Plus trade days help as well as then the staff can keep up with new products as they are demo'd....


So train train train is the best way IMO..

I agree with that totally. You can really find it actually a lot easier to get through your job if you really know what's going on. You find answering questions easy and instant, and you spend a lot less time advising customers, as you're clear in an understanding way when you're explaining the answer. Or I thought.

In every job I've had I've pushed for training, some looked at me funny but got me on a course, saw the results after a month or so and sent another couple of staff.

I think some fims would just rather not invest in it but it can be cool to do training, and to send your staff on such an event. It can often be free too if you do it right which I think is the main point. And from a tile store point of view, they can use such an even to get traders in and contractors to see the same demos and speak to the same reps for a couple of hours. We all know on here how much your learn just sharing info, and listening to several points of views on one subject lets you make your own mind up.

So I'm all for it.

[david campbell]

personally i think staff in most tile outlets have nowhere near enough training,how often do you turn up to price work and find out this potential customer has bought large format tiles and been mis-sold tubbed adhesive(too often)also trying to explain to customers that there tiles don't need sealed! again the advice(commision driven) of the staff in tile shops! in the last year alone i have probably turned up to price at least 3 bathroom floors that have been advise to purchase tubbed addy(this might not count as it's b&q's overly-wise staff).i have however pointed things out to staff in shops that they have been doing mistakenly and through lack of knowledge and experience(as nicely as i can) and it does help!

[whitebeam]

With misinformation to the puplic surly the shop then becomes liable if the tiles fail, but if a tiler then uses the wrong materials he will be liable but they take some convincing after being advised by the shop that this is what you need, Ive been there and it can hard work to make them change there mind even they get the tiler to explain why it's the wrong gear

[timeless john]

Tile Giant could provide the answers!
The tile distributors are usually good - however most of the 'experienced' sales/display staff have left and are now 'tilers'.
Great to see the trade mornings coming back - Webber again on wednesday, special offers, bacon butties....

Timeless John.

[GirlRacerRed]

Perhaps it's time for training to be formalised in the tiling and tile retailing industries, if it isn't already. Most new Tilers take the time to undergo structured training with approved providers so I think it should be the same for those individuals who are in the supply chain, providing the grafters with the materials they need to do the job.

As whitebeam says, the tiler would be liable if he used the wrong materials and they failed causing harm or injury to a customer, so it is time for the retailers to take on some of the responsibility too.

The Construction Skills sector skills council has government funding and is starting the process of changing vocational qualifications in the construction arena, to help employers provide better and more relevant qualifications and training to their staff. Surely tile retailers should know what their products are made of, how they're constructed, what the limits of each product are and so on.

Where I work, you're not allowed out on to the manufacturing plant until you've had a Health & Safety briefing and been given all your PPE gear and shown how to use it. And I certainly wouldn't recruit an individual to work in our chemicals laboratory without having a qualification in chemistry so that they understand all the chemicals they're picking up on a daily basis.

Training: I'm all for it. But courses and qualifications should not be seen as quick fixes. The emphasis should be on Continuous Development and Learning. Individuals (like Dan for example) should take the initiative to want to know more and be proud in the fact that they know they're providing the customer with the right information.

[Gazzatile]

I know Biscem do staff traing for customer on adhesives called in when they were doing some

[Oli]

A job im doing at the weekend, the customer went and bought her tiles from her local tile shop and the bloke who sold them told her as a selling point that they would cut and drill them for me if required, she now thinks that this is common practice and keeps banging on about how if i mark the rad pipe position and drive 10 miles to the shop they'll cut them.

When I dropped some materials off the other day she was banging on about it again, I told her I didnt need them to do it and how did she think I went on at every other job and pointed out to her that Id managed on every other job id ever done and would be bringing my own tile cutter, trowels, drills etc with me.

Now I get the feeling she thinks that me not taking them to the shop is a shortcut, staff in shops are there to sell tiles but they should think before they speak sometimes, I dont think they realise how many problems they cause us sometimes.

[Matt]

A job im doing at the weekend, the customer went and bought her tiles from her local tile shop and the bloke who sold them told her as a selling point that they would cut and drill them for me if required, she now thinks that this is common practice and keeps banging on about how if i mark the rad pipe position and drive 10 miles to the shop they'll cut them.

When I dropped some materials off the other day she was banging on about it again, I told her I didnt need them to do it and how did she think I went on at every other job and pointed out to her that Id managed on every other job id ever done and would be bringing my own tile cutter, trowels, drills etc with me.

Now I get the feeling she thinks that me not taking them to the shop is a shortcut, staff in shops are there to sell tiles but they should think before they speak sometimes, I dont think they realise how many problems they cause us sometimes.

I work in a shop, so I know that alot of customers take our word as golden. Because of that, I am very very careful what I say. I would never ever step on a tradesmans toes like that. I mean c'mon, do the staff really think they can do a better job than a professional, or that a professional needs tiles cutting for them! Unbelievable! Its shop staff like that, that give the rest of us a bad name.

[whitebeam]

Speaking good sense there Matt

[Oli]

Best of it is, The customer rang me whilst at the shop picking the tiles up and asked if she could have chrome window trim.

Of course you can, you can have whatever colour you like, whilst your in the shop choose one you like and buy it. Ill knock the price off the bill.

I go round later the same day, have a butchers at the tiles and drop some materials off, she didnt buy the trim because the guy selling her £400 quids worth of tiles told her that it was £9 per lenght of trim (she only needed one), and that if i went and opened a trade account with them it'd only be £7.

He wouldnt even give her the £2 discount, I've had no direct contact with the shop and have already vowed that they will never get me any where near the place.