news you need to know Dedicated to education and industry service Feature Story 36 In this issue... 46 Qualified Labor: Rolling in the deep: passion for excellence parlays challenging mermaid pool install into follow-up backsplash project By Lesley Goddin 56 Training & Education: NTCA hosts Five Star Contractor summer meeting in Nashville 62 Business Feature: The change order process – what goes wrong? By Ron Meler, R.W. Meler Consulting 80 Technical Feature: The need for cleaning and protecting encaustic floor tiles By Jeff Moen, General Manager, FILA USA feature story MAPEI Corporation MAPEI helps restore and repair historic Hugh L. Carey/Brooklyn-Battery Tunnel in New York City tileletter.com ONLINE NOW 86 46 80 56 September 2018 2 TileLetter | September 2018