The problem is that often company management doesn’t provide the qualified foreman and training because they think they can’t afford it, or they think they can’t be competitive if they bid a job with a full-time qualified foreman. This creates a culture of “It’s good enough.” When installers are being pushed on the job, and they cut corners, or they cover up mistakes because they don’t have time to do it right, they convince themselves that “It is good enough.”

The fact is, they can’t afford not to do right. The tile installation companies who regularly do good work are the companies whose management is quality-minded and provide adequate supervision and oversight to verify their labor is performing their work per industry standards in a systematic manner. They take the time and effort to oversee and train their installers. They don’t have expensive call backs because they catch their mistakes before they become a problem.

The solution So, what is the solution? Tile company management needs to be trained in how to implement a Total Quality Management (TQM) program at their company. We need training programs for the project managers, supervisors, and foremen. Our tile installers need more accessible, convenient, and affordable training. Every major occupation has continued education programs to annually earn CEUs: whether you are a doctor, an attorney, an accountant, an architect, an engineer, etc. So, doesn’t it make sense that tile installers should have to earn CEUs to not only stay current with the industry standards and practices, but to be reminded of those requirements, which will make them a better installer?

Other industries utilize online training platforms. Whether they are self-paced online courses or webinars they need to be affordable and readily available; particularly during the evenings when people are not working. The curriculum and course content needs to be relevant to the occupation and the type and scope of work of the respective worker. The course has to be clear, concise and straightforward. The great thing about online courses on LMS platforms is they are available 24/7. The University of Ceramic Tile and Stone (UofCTS) offers online courses for the tile and stone industry. There are sales courses and installation courses for teaching the installers the tile industry installation standards, methods, and practices. NTCA also offers various online training courses as well, through NTCA University, and webinars.

The problem is that to have access to the training you must already have the skills. Regardless of level of skills, experience, and knowledge, all installers and management should have access to free and convenient education courses to teach the basic standards and the necessary quality control steps that will prevent problems such as the adage goes, measure twice and cut once. The basic training will provide incentives to learn more and help prevent costly problems. This is in the best interest of the industries!

Management and oversight courses needed Although NTCA members are offered training, and Union members have some required training, we still have the same installation problems because most of these installation companies are not providing adequate oversight during the installation as a method of preventing problems and educating their labor. Again, this is a management problem, not a labor problem. The labor installation errors are the symptoms of inadequate management and oversight.

We need tile project manager courses, tile supervisor courses, and foreman courses to teach these management level people how to establish and implement a quality control plan. They need to be taught the importance and value of having full-time proactive oversight on their projects verifying that the work is being done correctly. Of course, first they need to be taught what are the critical steps of a tile installation, such as substrate preparation. They need to learn that the wire in a wire-reinforced mortar bed doesn’t sit on the bottom as we often find, but that it is to be suspended in the non-bonded mortar bed. They need to thoroughly understand that movement joints go through the entire tile assembly with an ASTM C920 sealant over a closed-cell foam backer rod, and the wire reinforcement has to be cut at the movement joint, so the entire movement joint is unrestricted. They need to have full thinset contact under all edges and corners of tiles, and 95% continuous thinset contact between the tile and its substrate in exterior applications and interior wet areas. What the hell, why not do that in all applications? Judging by what we see in most jobs it either isn’t understood or they think what they do is “good enough.”

Company owners and management need to understand that the quality control process trains their installers in how to do their work properly and how to be more proficient and efficient in their work. This investment in quality control/training not only will make their company more productive and profitable, but it is insurance that they will not have a major failure. Their reputation and opportunity for future work is at stake, and for better or worse it becomes their legacy in the industry and for their family.

If everyone donates a little, we can develop a powerful synergy to improve the quality of tile installations and to recruit young capable people to give them an opportunity to a great profession and a very healthy lifestyle, and to help perpetuate quality work and a good reputation and image for our industry. Thus sell more tile and get more work.

Please contact me for any questions or for finding out how your company can pledge a donation to this education and recruiting campaign. We owe it to future generations to create and perpetuate a legacy that our future generations can be proud of and profit from by earning a good living for them and their families.

Hopefully this article has given you some more perspective on the issue of installers. Following the trends of the employment situation, it seems that more young people are willing to and even going into the trades. If we all promote the trades and make candidates aware of them, we can recruit a new generation of installers. However, we must make them aware of their contributions to the industry and the marketplace. Being able to look back and say, “I did that” is a powerful driver and motivator. And we must appreciate and respect how hard installing flooring is and recognize the installer for their accomplishments. None of them, new or old, want to do a bad job. If we keep them up to date, informed, engaged and make them part of the team, we can and will solve the installation shortage.

If you need help on a project beforehand with testing of the flooring material, have a failure that you need an answer for or have a question on anything related to flooring or substrates, contact us.