Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for tile contractors that have earned the prestigious Diamond Certified award. For DC Tile and Stone, the key to achieving and maintaining high levels of customer satisfaction is tailoring every aspect of its work to fit the particular needs and budget requirements of its clients. “Making our customers happy is our top priority, and we accomplish that by always working toward their best interests,” says owner Derek Khan. “For example, if someone wants their tile completely redone but we notice it just needs to be re-grouted, we’ll make that recommendation and save them money.”

DC Tile and Stone designs, installs, cleans and re-grouts all types of tile for homeowners in Sonoma, Marin and Napa Counties, including slate, marble, granite, travertine, ceramic, porcelain and metal. The company utilizes the latest industry technology and design trends to create tile projects that fit any budget or style, from old world to contemporary. It also offers in-home consultations to homeowners who need help planning their kitchen or bathroom projects.

Unlike tile contractors that strive to complete jobs as quickly as possible and sacrifice personalized service in the process, DC Tile and Stone prefers to look at each job from the customer’s perspective and take extra steps to ensure their satisfaction. “It can be as simple as thoroughly cleaning the house before the client comes home or as involved as replacing their baseboards,” explains Mr. Khan. “Our mission is to take care of the little things so our clients can relax and enjoy their finished products.”

Another distinguishing feature of DC Tile and Stone is the meticulous approach it takes to quality control, which includes conducting periodic reviews with each client to ensure the work is being completed to their satisfaction and providing the personal supervision of Mr. Khan on every job. “Since I don’t do the installations, I’m free to see things with fresh eyes and make sure everything is being done with careful precision,” he explains. “We take pride in doing the job right the first time.”

Take simple steps to maintain the tile in your home. Tile is a popular choice for residential applications because of its versatility—it’s available in many different styles and can be used anywhere from floors to backsplashes and countertops. Even though most tiles are relatively easy to maintain, there are still numerous preventive measures you can take to ensure its longevity. Consider the following tips:

• Most of the dirt that’s brought into your home is dropped within six feet of your entryways, so lay down a mat or rug in those areas. Also, remember to regularly sweep or dust mop your tile to remove surface dirt.
• Mop or wipe down your tile with an appropriate cleaner (no vinegar- or soap-based products). Never use abrasive cleaning aids such as steel wool or rough scrub brushes.
• Remove mildew and other stains by applying a weak mixture of bleach and water with a rag or washcloth. For more stubborn stains, use a small scrubbing tool (a toothbrush works well).
• Most ceramic tiles are glazed, which means you shouldn’t have to worry about water or other liquids penetrating the surface, but if your tiles aren’t glazed (or if you have stone tiles), you can apply a sealant to the surface that will make it resistant to water and oil. Use caution when choosing a sealing product, as some make unsubstantiated claims that could contribute to costly future repairs. “If a sealer claims to last for 20 years, it’s usually untrue,” says Derek Khan, owner of DC Tile and Stone in Petaluma. “You should apply sealer at least once a year to maintain the efficiency of your tiles.”

Chipped or loose tiles
• You can replace a chipped tile by removing the grout around the affected area and replacing it with a new piece. It’s fairly easy to damage the surrounding tiles in the process if you don’t know what you’re doing, so consider hiring a professional tile contractor to handle this job.
• Loose tiles don’t necessarily require the entire surface to be removed or replaced. Often, they appear in areas susceptible to water penetration and damage (showers, bathtubs, around sinks). Depending on the amount of water damage to the substrate, you may be able to simply reapply the tiles.

Save the leftovers
One of the most important maintenance steps you can take to ensure a long-lasting tile job is to order extra tiles at the time of installation and store them for later. The process of making ceramic tiles involves individual firings that produce minor variations in color and texture, and stone tiles will naturally vary depending on where and when they’re quarried, so you can’t count on getting the perfect match if you have to replace chipped or damaged tiles in the future. The only way to ensure your replacement tile will match the original is to keep a batch of original tiles on hand.

Q: How long will my job take to complete?

A: It depends on the work, but we’ll give you an estimate that’s usually accurate to within two days. That may sound like a lot, but once we start lifting tiles, we never know what we’re going to find.

Q: Do you operate a clean worksite?

A: Yes. One of our top priorities is taking care of each customer’s home. We take all the drop sheets and plastic sheeting down for the weekend and try to make the space as livable as possible. If you’re having people over, for example, we’ll put everything in the corner of one room and close the door.

Q: Do you offer design work?

A: We’re not designers, but we’re happy to consult with you on what will look good and help you choose the best materials for the job.

Q: Is epoxy grout worth the extra money?

A: Usually, yes. Regular grout needs to be resealed every six months to keep it waterproof and prevent staining. You don’t need to do that with epoxy grout.

Q: Does grout need to dry?

A: Yes. Once we’ve finished installing the tiles and grout, they need to sit for about two days to cure. After that, we’ll come back in and seal the grout.

Q: Do you install tiles around swimming pools?

A: Yes, but we generally don’t recommend it. Many pool chemicals are bad for tile, and you can often end up with a surface that loses its attractiveness after a while.