{"id":264,"date":"2003-05-01T17:08:54","date_gmt":"2003-05-02T00:08:54","guid":{"rendered":"http:\/\/bctest2.wpengine.com\/?page_id=113"},"modified":"2015-07-03T11:24:39","modified_gmt":"2015-07-03T18:24:39","slug":"newsletter-may-03","status":"publish","type":"post","link":"https:\/\/ctasc.com\/newsletter-may-03\/","title":{"rendered":"Newsletter May 03"},"content":{"rendered":"<p><span style=\"font-size: small;\">\u00a0<\/span><\/p>\n<table border=\"0\" width=\"95%\" cellspacing=\"0\" cellpadding=\"5\" align=\"center\">\n<tbody>\n<tr valign=\"top\">\n<td align=\"middle\" width=\"138\"><a href=\"\/\"><img loading=\"lazy\" src=\"\/wp-content\/uploads\/2015\/03\/s_logo61.gif\" alt=\"\" width=\"138\" height=\"75\" border=\"0\" \/><br \/>\nwww.CTaSC.com<\/a><\/td>\n<td align=\"middle\"><span style=\"color: #00008b; font-family: Arial, Helvetica, sans-serif; font-size: medium;\">Ceramic Tile &amp; Stone<\/span><span style=\"font-family: Arial, Helvetica, sans-serif; font-size: x-large;\"><em><strong>Industry News<\/strong><\/em><\/span><strong>Volume 2, Number\u00a03\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0May 2003<\/strong><\/td>\n<\/tr>\n<tr>\n<td colspan=\"2\" bgcolor=\"#580915\" height=\"1\"><img loading=\"lazy\" src=\"\/wp-content\/uploads\/2015\/03\/x.gif\" alt=\"\" width=\"1\" height=\"1\" border=\"0\" \/><\/td>\n<\/tr>\n<tr valign=\"top\">\n<td colspan=\"2\">\n<table border=\"0\" width=\"100%\" cellspacing=\"5\" cellpadding=\"10\">\n<tbody>\n<tr valign=\"top\">\n<td width=\"50%\">\n<ul>\n<ul>\n<li><strong>Job Problem News \u2013<\/strong><\/li>\n<\/ul>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>How to Approach a Job Complaint <\/strong>\u2013 No one likes to deal with problems whether you are the customer or the product representative.\u00a0 But dealing with problems in a timely manner and correctly can make the difference between having a customer for life or losing future business.<\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><em><strong>Key is showing them some empathy and courtesy<\/strong><\/em>.\u00a0 You must realize that the customer didn\u2019t ask for or pay for their problem; whether real or perceived, it is a real problem to the customer.<\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Timing \u2013<\/strong> It is critical to get back to the customer <strong>within 24 hours<\/strong> of them reporting their complaint.\u00a0 You don\u2019t have to have any answers for them.\u00a0 The longer you wait the less reasonable the customer will be and the bigger the problem gets.<\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Listen &#8211;<\/strong> It is important to give them an opportunity to vent and share their problem with you.\u00a0 Be courteous and show empathy whether you think their complaint is valid or not.\u00a0 Listen to their story.\u00a0 <strong>Tell them you are sorry they are having this problem<\/strong> (whether it is legitimate or not).<\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Qualify \u2013 <\/strong>Repeat the key facts they stated and ask any unanswered questions. <strong>You<\/strong> <strong>should have a form for complaints<\/strong> to remind you of the info you need such as contact info, product type and quantity, when and where they bought it, installer info, application type, problem description, etc.<\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Response \u2013 <\/strong>If it is a familiar problem or false expectation, then in a courteous way, explain the situation and options (always offer more than one option; never only one choice).\u00a0 Most complaints can end here if handled properly.\u00a0 If it is beyond your expertise or if the customer is not happy with your answer, then ask them to mail or fax you a copy of their receipt for the purchase of the product with the installer contact info.\u00a0 Better yet, give them your complaint form to fill out and send it with the invoice.\u00a0 If the installer bought the material, then tell them to have the installer contact you and provide a copy of the invoice with the form so you can start the process of investigating the problem.\u00a0 <strong>Key is to ask the customer to follow up<\/strong> with substantiating the purchase of the product.\u00a0 Often you won\u2019t hear back from them.\u00a0 Sometimes they will discover they didn\u2019t buy it from you!\u00a0 There is always more to the story\u2026.<\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Follow-up \u2013 <\/strong>If you promise to follow-up, do it when you said you would, or pay the price of losing credibility and creating a bigger problem.<\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Win-Win \u2013 <\/strong>In the end, you want to have a win-win situation.\u00a0 You don\u2019t have to agree with the customer, but if you are professional and timely, <strong>and let them know you are going to be there for them to do what is right and reasonable<\/strong>, they will respect you for it.\u00a0 It is my experience that when these basic rules are followed I end up with better relationships with my customers, which results in more business.\u00a0 I can\u2019t tell you how many times I have heard installers say they do everything they can to avoid a certain supplier because of how they handled a situation with them 10 years ago!\u00a0 That one bad experience could<strong> literally result in thousands and thousands of dollars of lost business <\/strong>to a supplier<strong>;<\/strong> whether they were in the right or not. for more information visit <a href=\"\/CTaSC_Services\/Job_Problems\/Job_Problem_Services\/.docs\/pg\/jobproblems.html\" target=\"_blank\">www.CTaSC.com\/job_problems<\/a><\/li>\n<\/ul>\n<ul>\n<ul>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong><span style=\"font-family: 'Times New Roman';\">Quality Control News \u2013 <\/span><\/strong><\/li>\n<\/ul>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Movement Joints (formerly called Expansion Joints) <\/strong>\u2013 Movement joints are essential for the success of most tile installations. They are the <strong>leading cause of most tile failures<\/strong> when they are left out, or not installed correctly.<\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Movement joints allow relief <\/strong>from the naturally occurring movements in our environment to prevent unwanted cracking. That is why there are joints in sidewalks to separate one section from another so they can move independent of each other without affecting the other section. If there were no joints, the sidewalks would create their own natural movement joints by cracking; likely in a way that it doesn\u2019t look good.\u00a0 Movements can be caused by fluctuations of the earth called <strong>settling,<\/strong> or caused by live loads on structures that contribute to <strong>deflection, <\/strong>or caused by temperature differences within the same product or different adjacent products called <strong>thermo movements,<\/strong> or caused by products absorbing moisture called <strong>moisture movements<\/strong>.<\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Per TCA EJ171-03<\/strong> <strong>movement joints should be located<\/strong> in every direction of the tile installation 24\u2019 to 36\u2019 interior and 8\u2019 to 12\u2019 exterior. If it is an interior installation exposed to direct sunlight or moisture then movement joints should be placed every 8\u2019 to 12\u2019.\u00a0 Movement joints should be placed where tilework abuts restraining surfaces such as perimeter walls, dissimilar floors, curbs, columns, pipes, ceilings, and where changes occur in backing materials.\u00a0 That means and includes around the floor perimeter of the room and from one adjacent wall to the next.<\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Caution<\/strong> &#8211; It is up to the project architect to have the project <strong>engineer determine the type and placement<\/strong> of the movement joints; no one else is qualified<strong>.\u00a0 If the installer fails to install the movement joints<\/strong>, then the installer will be considered at fault.\u00a0 The courts normally rule \u201cinstallation constitutes acceptance\u201d; the installer should know better.\u00a0 Even if the architectural specifications and plans don\u2019t show where to place movement joints.<\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\">~<\/li>\n<\/ul>\n<\/td>\n<td width=\"50%\">\n<ul style=\"margin-top: 0in;\" type=\"disc\">\n<ul style=\"margin-top: 0in;\" type=\"disc\">\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Training News\u00a0&#8211;\u00a0<\/strong><\/li>\n<\/ul>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><span style=\"color: #000000;\"><strong>University<\/strong><strong> of <\/strong><strong>Ceramic Tile And Stone<\/strong><strong> (UofCTS) campus is OPEN!\u00a0 <\/strong>&#8211; In March the first online course became available called <\/span><em><span style=\"text-decoration: underline;\"><span style=\"color: blue;\">Understanding the Basics of Ceramic Tile<\/span><\/span><\/em><span style=\"color: #000000;\">. It is a comprehensive, interactive and enjoyable journey for people who are new to, or not current with, ceramic tile.\u00a0 It covers the fundamentals, from manufacturing, to product types, to installation, and gives useful selling techniques that are key to selling more ceramic tile.\u00a0 Once the course is completed students can print out a diploma.\u00a0 Managers can monitor their employees\u2019 progress.\u00a0 <\/span><\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><span style=\"color: #000000;\"><strong>In addition, <\/strong>just released is a course on <\/span><span style=\"color: #993300;\">Sexual Harassment<\/span><span style=\"color: #000000;\"> for both employees and supervisors.\u00a0 Titled <\/span><em><span style=\"text-decoration: underline;\"><span style=\"color: blue;\">Myths, Facts, Impacts of Sexual Harassment<\/span><\/span><\/em><span style=\"color: #000000;\">, the course was created by industry expert Anderson-davis and complies with federal standards. <\/span><\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\">Courses can be customized<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><span style=\"font-size: 12pt; font-family: 'Times New Roman';\"><span style=\"color: #000000;\"> for companies interested in delivering their own message.\u00a0 For more information go to <\/span><a href=\"\/UofCTS_Online_Courses\/Online_Courses\/\">\/UofCTS_Online_Courses\/Online_Courses\/<\/a><span style=\"color: #000000;\">.<\/span><\/span><\/p>\n<ul style=\"margin-top: 0in;\" type=\"disc\">\n<ul style=\"margin-top: 0in;\" type=\"disc\">\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Marketing News\u00a0\u2013<\/strong><\/li>\n<\/ul>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Keeping Customers<\/strong> \u2013 Studies indicate that while there is a 1-in-2 chance of getting new business from current customers, there\u2019s only a 1-in-20 chance of landing business from a brand new contact.\u00a0 Sure, you have to get new customers, but it pays to focus on the people who are most likely to bring you business. <em><span style=\"font-size: 10pt;\">Read <span style=\"text-decoration: underline;\">Sales Don\u2019t Just Happen: 26 Proven Strategies to Increase Sales in Any Market<\/span>. \u00a0By Stephan Schiffman (<\/span><\/em><em><span style=\"font-size: 10pt;\">Dearborn<\/span><\/em><em><span style=\"font-size: 10pt;\"> Trade Publishing, 2002)<\/span><\/em><\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Have you asked your customers lately \u201cHow am I doing?\u00a0 Is there anything else I can do better to earn more of your business?\u201d \u2013 <span style=\"color: #993300;\">CTaSC<\/span><\/strong> now <span style=\"color: #993300;\">offers<\/span> the service of providing <span style=\"color: #993300;\"><strong>web based surveying<\/strong><\/span>.\u00a0 It is easy and enjoyable for those taking the survey.\u00a0 At the end CTaSC will provide you with data and graphs of the survey results. Learn more about this service and take a sample survey to experience it for yourself at <a href=\"\/CTaSC_Services\/Marketing\/Survey_Services\/\">www.ctasc.com\/CTaSC_Services\/Marketing\/Survey_Services\/<\/a>.<\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><span style=\"color: #993300;\"><strong>CTaSC also offers<\/strong><\/span> full <span style=\"color: #993300;\"><strong>marketing services<\/strong><\/span> including brochures and advertising development, videos, and website design.<\/li>\n<\/ul>\n<p class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><span style=\"font-family: 'Times New Roman'; font-size: medium;\">\u00a0<\/span><\/p>\n<ul style=\"margin-top: 0in;\" type=\"disc\">\n<ul style=\"margin-top: 0in;\" type=\"disc\">\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Business Planning News\u00a0\u2013<\/strong><\/li>\n<\/ul>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Is there enough information or too much? \u2013<\/strong> Here we are with a glut of information coming from computers, emails, websites, and all the other gadgets that give us information almost instantaneously, which is expected today.\u00a0 But are we getting the right information at the right time?\u00a0 It seems to be the same old problem that information needed to make the best decisions isn\u2019t readily available to those who can benefit from it the most.<\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>What\u2019s the solution?<\/strong> It\u2019s back to basics.\u00a0 First you need a plan to include the goals, and the objectives that lead to those goals.\u00a0 The plan needs to specifically detail the process and the timing, and the methods to measure the results.\u00a0 Timing is of the essence to measure those results to make adjustments in fine tuning and perpetuating the plan.\u00a0 It\u2019s key to success.\u00a0Go to CTaSC Business Planning Services for more information.\u00a0 <a href=\"\/CTaSC_Services\/Business_Planning\/Business%20Planning%20Services\/.docs\/pg\/busplan.html\" target=\"_blank\">Click here<\/a>.<\/li>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Economic Forecast \u2013<\/strong> <span style=\"font-size: 12pt; font-family: 'Times New Roman';\">&#8220;An increase in work for architects is a sign that the construction industry may recover in the second half of the year,&#8221;\u00a0according to\u00a0Kermit Baker the chief economist of the American Institute of Architects,\u00a0as reported by the San Diego Union Tribune on <\/span><span style=\"font-size: 12pt; font-family: 'Times New Roman';\">5-10-03<\/span><span style=\"font-size: 12pt; font-family: 'Times New Roman';\">.\u00a0 Baker further stated that nationally residential design work is showing very strong growth, while nonresidential work is showing signs of improvement.\u00a0 Baker stated &#8220;Home improvement and remodeling may overtake new construction in this decade,&#8221; considering that the $214 billion remodeling industry is catching up with new construction.\u00a0 About 6.5 million households are buying new or existing homes annually, representing about 6 percent of all households.\u00a0 As the Baby Boom group born between 1946 and 1964 nears retirement age, housing demand is already shifting toward second-home purchases and interest in assisted-living accommodations.\u00a0 For more information go to <\/span><span style=\"font-size: 10pt; font-family: 'Times New Roman';\"><a href=\"\/Resources_and_Links\/Economic_Forecast\/\">\/Resources_and_Links\/Economic_Forecast\/<\/a>. <\/span><\/li>\n<\/ul>\n<ul style=\"margin-top: 0in;\" type=\"disc\">\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Stone Knowledge News\u00a0\u2013<\/strong>\n<ul style=\"margin-top: 0in;\" type=\"circle\">\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><span style=\"font-size: 12pt; font-family: 'Times New Roman';\"><span style=\"font-size: 12pt; font-family: 'Times New Roman';\"><span style=\"font-size: 12pt; font-family: 'Times New Roman';\"><strong>Use a Moisture Barrier on all floors on grade \u2013<\/strong><\/span><span style=\"font-size: 12pt; font-family: 'Times New Roman';\"> is one of MIA\u2019s <span style=\"text-decoration: underline;\">Ten Command-ments for Successful Stone Floor Installation<\/span>.\u00a0 Moisture coming up through a floor slab seeks the quickest and easiest possible pathway to evaporate.\u00a0 Often, the veining or microcracks in the structures of some stones provide that path.\u00a0 Moisture dissolves all the salts from the earth, substrate and stone and carries them to the surface leaving a residue or causing a crystallizing that can cause deterioration in the stone.\u00a0 <\/span><em><span style=\"font-size: 10pt; font-family: 'Times New Roman';\">For more information refer to the MIA Design Manual.<\/span><\/em><\/span><\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul style=\"margin-top: 0in;\" type=\"disc\">\n<ul style=\"margin-top: 0in;\" type=\"disc\">\n<li><strong>Something to Think About\u2026. \u2013<\/strong><\/li>\n<\/ul>\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Circuit in 3-D almost a reality<\/strong> &#8211; Engineers at the University of California Berkeley are developing an ink-jet printing technology that will print fully assembled electric and electronic gadgets in one go.\u00a0 wow!!! <em><span style=\"font-size: 10pt;\">Article in <\/span><\/em><em><span style=\"font-size: 10pt;\">San Diego<\/span><\/em><em><span style=\"font-size: 10pt;\"> Union Tribune.<\/span><\/em><\/li>\n<\/ul>\n<ul style=\"margin-top: 0in;\" type=\"disc\">\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>Ceramic Tile And Stone Consultants (<\/strong><a href=\"\/\"><strong>www.CTaSC.com<\/strong><\/a><strong>)<\/strong><\/li>\n<li style=\"list-style-type: none;\">\n<ul style=\"margin-top: 0in;\" type=\"circle\">\n<li class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\"><strong>is a National Service Company<\/strong> providing <span style=\"text-decoration: underline;\">Job Problem<\/span> Investigations and <span style=\"text-decoration: underline;\">Expert Witness<\/span> Services, <span style=\"text-decoration: underline;\">Quality Control <\/span>Services for Product and Installation Methods, <span style=\"text-decoration: underline;\">Training<\/span> programs (online and onsite), <span style=\"text-decoration: underline;\">Marketing<\/span> Research and Outsourcing Services, and <span style=\"text-decoration: underline;\">Business Planning<\/span> Consulting to the Ceramic Tile and Stone Industry.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\" align=\"center\">\u00a0<strong><span style=\"font-size: large;\">Printable copy of the Newsletter<\/span><\/strong><\/p>\n<p class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\" align=\"center\"><a href=\"\/.docs\/pg\/.download\/filename\/Current_Newsletter\/Previous_Newsletters\/NewsletterMay03.pdf\" target=\"_blank\">click here for a pdf copy<\/a><\/p>\n<p class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\" align=\"center\"><strong><span style=\"font-size: large;\">If you want this\u00a0Newsletter to be sent to you automatically each month, sign up!<\/span><\/strong><\/p>\n<p class=\"MsoNormal\" style=\"margin: 0in 0in 0pt;\" align=\"center\"><a href=\"\/Current_Newsletter\/Register_for_Free_Newsletter\/.docs\/pg\/ctasc_signup.html\" target=\"_blank\">click here for Free Subscription<\/a><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/td>\n<\/tr>\n<tr>\n<td colspan=\"2\" bgcolor=\"#580915\" height=\"1\"><img loading=\"lazy\" src=\"\/wp-content\/uploads\/2015\/03\/x.gif\" alt=\"\" width=\"1\" height=\"1\" border=\"0\" \/><\/td>\n<\/tr>\n<tr>\n<td colspan=\"2\"><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"excerpt":{"rendered":"<p>\u00a0 www.CTaSC.com Ceramic Tile &amp; StoneIndustry NewsVolume 2, Number\u00a03\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0May 2003 Job Problem News \u2013 How to Approach a Job Complaint \u2013 No one likes to deal with problems whether you [&#8230;]\n","protected":false},"author":12,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"xn-wppe-expiration":[],"xn-wppe-expiration-action":[],"xn-wppe-expiration-prefix":[],"_mi_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0},"categories":[17],"tags":[94],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v15.9.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Newsletter May 03 - CTaSC.com<\/title>\n<link rel=\"canonical\" href=\"https:\/\/ctasc.com\/newsletter-may-03\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Newsletter May 03 - CTaSC.com\" \/>\n<meta property=\"og:description\" content=\"\u00a0 www.CTaSC.com Ceramic Tile &amp; 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