PRESIDENT’S LETTER Martin Howard You have heard me use the term “Best in Class Tile Contractor” in past letters. So, what does that term mean? How do we bring our companies to that level of achievement? These are very good questions, and I’m glad you asked. In a nutshell, the working definition of a “Best in Class Tile Contractor” is a professional contractor commit- ted to excellence in every phase of their business, utilizing industry best practices, and who has been recog- nized by its customers as a preferred contractor. Other aspects of a “Best in Class Tile Contractor” are using the right materials for the application and intended use, and carrying them- selves in a professional manner, inter- acting respectfully with the client and other trades. And “Best in Class Tile Contractors” draft proposals and contracts that are well written and clearly identify the specific scope of work, while quoting a fair price – not a cheap price. One of Stephen Covey’s principles of highly effective people is to “Begin with the end in mind.” If we want to be successful, profitable, trusted, respected and preferred tile contrac- tors, we must build our businesses on each of these principles. To become a “Best in Class Tile Contractor” we must be willing to invest in every aspect of our business. This means providing the best trained and skilled craftspeople, installing the best materi- als for the given application, while uti- lizing the current best practices of the trade. Each of these elements requires consistent education and updating. Have you heard the statement, “I’ve been doing it this way for 20 years and never had a problem?” I’d say chances are high this individual is not part of a “Best in Class” organization. Foundational to this is striving to hire and train the best people, and giving them the opportunity to stay on top of the latest industry stan- dards and best practices. If we aren’t aggressively seeking to keep up with these improvements, we will quickly be left behind. Our level of profes- sionalism will gradually decline until we become reactionary in nature rather than proactive. When I visit job sites and talk with crews of installers and finishers, it becomes clear very quickly that they have received minimal training. They may have had a mentor for a short time, but most have just figured it out in the field, picking up a little Defining a "Best in Class Tile Contractor" 18 TileLetter | June 2017