Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28 Page 29 Page 30 Page 31 Page 32 Page 33 Page 34 Page 35 Page 36 Page 37 Page 38 Page 39 Page 40 Page 41 Page 42 Page 43 Page 44 Page 45 Page 46 Page 47 Page 48 Page 49 Page 50 Page 51 Page 52 Page 53 Page 54 Page 55 Page 56 Page 57 Page 58 Page 59 Page 60 Page 61 Page 62 Page 63 Page 64 Page 65 Page 66 Page 67 Page 68 Page 69 Page 70 Page 71 Page 72 Page 73 Page 74 Page 75 Page 76 Page 77 Page 78 Page 79 Page 80 Page 81 Page 82 Page 83 Page 84 Page 85 Page 86 Page 87 Page 88 Page 89 Page 90 Page 91 Page 92 Page 93 Page 94 Page 95 Page 96 Page 97 Page 98 Page 99 Page 100 Page 101 Page 102 Page 103 Page 104 Page 105 Page 106 Page 107 Page 108 Page 109 Page 110 Page 111 Page 112THE OFFICIAL PUBLICATION OF THE NATIONAL TILE CONTRACTORS ASSOCIATION BART A. BETTIGA, publisher bart@tile-assn.com LESLEY A. GODDIN, editor lesley@tile-assn.com MICHELLE CHAPMAN, art director advertising sales michelle@tile-assn.com MARY SHAW-OLSON, advertising sales mary@tile-assn.com Mailing Address: P.O. Box 13629 Jackson, MS 39236 U.S.A. Shipping Address: 626 Lakeland East Drive Jackson, MS 39232 Tel: 601-939-2071 Fax: 601-932-6117 Website: www.tileletter.com www.tile-assn.com Departments 6 Welcome new members 8 NTCA Tile & Stone Workshops 10 Editor’s letter 16 President’s letter 20 Ask the Experts Sponsored by LATICRETE International, Inc. 25 CTEF Educational Programs 26 Business Tip: Harpooning the whale, part II: changing the profit relationship by working customers systematically By Dr. Albert D. Bates, Profit Planning Group Sponsored by MAPEI Corporation 40 Member Spotlight: Elite Tile Company By Lesley Goddin Sponsored by Custom Building Products 56 Tech Talk: Successful glass tile installation for pools By Tom Domenici, area technical manager H.B. Fuller Construction Products Sponsored by TEC® /H.B. Fuller Construction Products 90 By the Book: Ceramic vs. porcelain: examining performance, assessing needs of the consumer By Marianne Cox, director of marketing, Interceramic USA Brought to you by CTEF 96 NTCA Benefits Box: NTCA Reference Manual: a tremendous resource in the field 98 Workshop News 98 NTCA News 100 Industry News 102 New Products 108 Advertisers Index The National Tile Contractors Association, Inc. is an equal opportunity association and seeks to include qualified individuals and businesses in all phases of its activities. The National Tile Contractors Association, Inc. does not discrimi- nate on the basis of race, color, religion, age, sex, sexual orientation, national origin, veteran status, or disability. The National Tile Contractors Association, Inc. seeks opportunities to include these groups in its programs and activities. TileLetter is a free subscription to the tile, stone and allied products industries. To subscribe, visit www.tileletter.com -> click on Advertisers & Subscribers -> click on Subscribe. To make address changes or unsubscribe, please send an email to: webmaster@tile-assn.com. TILELETTER EDITORIAL POLICY: TileLetter is the official publication of the National Tile Contractors Association, Inc. (NTCA). TileLetter provides a medium for expressing views and opinions without approving, disapproving, or guaranteeing the validity or accuracy of any data, claim or opinion appearing under a byline, or obtained or quoted from an acknowledged source. Statements of fact and opinion are made on the responsibility of the authors alone, and do not imply an opinion or reflect the official position of NTCA. NTCA would not be possible with- out the dedicated service of our board and committee members, and regional and state directors. Meet these dedicated volunteers by visit- ing www.tile-assn.com and clicking on About Us. You can also find infor- mation and a continually updated list of Five Star Contractors at www. tile-assn.com – click on Find a Tile Contractor or Consultant. 4 TileLetter | July 2016