A few months ago, I wrote a letter about saying no. I received a lot of positive feedback. Since then I have been getting a lot of communications that deal with tile installers accepting a job and then when their scope review is being done, realizing they have a problem or that the job is a lot more complicated than they previously thought. Or they visited the job site and the existing conditions prevent them from installing the tile either by industry standards or by manufacturer proprietary systems.
This becomes the moment of truth. We all have egos and the belief that our abilities can solve problems, but I am telling you right now: our abilities can only go so far. Our egos must be kept in check by reality. I have fallen into this trap more than once, and usually I have lost money on that particular job. After the job was completed I stepped back and thought to myself, “What was I thinking?” Obviously, I was NOT thinking.
In the past six months we have turned down work, some even when the owner said “Money is no object.” Wow, does that hurt – or does it? We, as installers, seem to have a mindset that if we turn a job down we just passed up a huge payday, or we will be labeled as hard to get along with or to stubborn to work with.
Buck Collins, a Five Star Contractor out of Northern Virginia, said it the best. He asked me, “Do you know how long it took me to get my reputation as the tile guy that does great work? A long time. Do you know how fast I can lose that reputation? One bad job.”
That reality smacks you in the face. We have to learn a new mindset, one that says it’s OK to turn down work, especially if the thought of a failure enters our heads. Sure, it’s easy for me to say it’s a business decision. I say this all the time, even though I understand that no work doesn’t pay the bills or put food on the table. But I also have been around long enough to know that there will always be a new job to bid that does not put my livelihood at risk.
Tile installers/contractors need to think with a little less ego and a lot more common sense. Our intuition is usually right. If you get in that room or on that job site before you sign that contract, empower yourself to be able to say, “I don’t think we can do this job the way it sits right now.” You need the proper substrate and materials to do the job correctly and you need to be able to express this in an intelligent way. If you can’t, then you need to have the ability to say this isn’t the job you want, or that you’ll take.
I know I am rehashing the point I made a few months ago, but based on the calls and emails I am receiving, it needs to be addressed again.