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W&D Weekly
April 9, 2014
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The Latest
Vi-Lux Building Products Increases Extrusion Capacity

Vi-Lux Building Products Inc. has added 15 percent to its extrusion capacity, in addition to extra infrastructure capabilities to support an additional 15 percent increase later this year…read more

 
Shelter Products Inc. to Distribute Therma-Tru Doors

Shelter Products Inc. announced the launch of its Therma-Tru door line, which it is calling Elegant Entrys. The supplier will carry a complete line of steel and fiberglass door, sidelite, and transom products…read more

 
Technoform Expands Service in Western Canada
Technoform Glass Insulation North America partnered with Coniston Products Ltd., a wholesaler based in Delta, British Columbia, that will now offer TGI's products for commercial and residential IG systems…read more
 

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More News
On the Move: Colorado Sunroom & Windows Has New Location
Mathews Brothers Launches New Website
Kolbe Promotes Jeff De Lonay to President
WDMA Announces New Leadership Team
Quanex Promotes Vince Warne to Technical Services Director
Soft-Lite Windows Earns 2014 Energy Star Partner of the Year
The Talk

By Stacey Freed, Editor of Window & Door
A window and door dealer that I interviewed the other day said, “We always show up for appointments on time and customers are surprised by that.” The emphasis on the latter half of that sentence is my own: I can’t believe that after a decade of writing about the building industry, of watching home improvement shows, of reading articles and books and talking with remodelers, builders, and replacement window people about customer service—I am still hearing the same things. That the bar to success is that low is astounding enough, but that many in the industry still can’t reach it is even more astounding.
 
Why does the residential construction industry have such a bad reputation? Professionalism—how you treat prospects, clients, vendors, and employees—in the long term influences the quality of your customer service experiences. What are some steps you can take to change the industry’s bad reputation, and why should it matter?
 
Geoff Graham, founder of Guild Quality, which measures customer satisfaction for remodelers, builders and specialty contractors, suggests the following:
  • Any change that happens on a large scale begins with the act of a single individual. If you'd like to see change in this industry, then first look at your own actions. Have you and your team made your business into the embodiment of professionalism for which you'd like your industry to be known? If it isn't yet there, then that's where you should begin.
  • Recognize, discuss, and celebrate professionalism. When you see exceptional service in others—your team, your peers, and even those outside your industry—share it with your team and with those in your profession that matter. Use listservs, discussion groups, and forums to get the word out. Make professionalism a part of the everyday dialogue in your business.

Graham also suggests that those wanting to raise their level of professionalism ask themselves the questions in the Rotary Club’s “Four-Way Test,” which is described on the Rotary website as a “nonpartisan and nonsectarian ethical guide for Rotarians to use for their personal and professional relationships”:

Of the things we think, say or do
1. Is it the TRUTH?
2. Is it FAIR to all concerned?
3. Will it build GOODWILL and BETTER FRIENDSHIPS?
4. Will it be BENEFICIAL to all concerned?

What is your company doing to improve professionalism in the industry? What successful strategies have you used, and how do they set your company apart from the competition? We'd love to hear from you. Please leave a comment and participate in this week's poll.

 

What do you do to improve the professionalism in the industry?
Participate in professional organizations, peer groups, associations
Require customer service training for field, office and/or sales staff
Always act ethically with clients, employees, and industry colleagues
Donate time and or materials for charitable causes
Engage in community events
All of the above
Other
 

Are You Keeping Pace with Google?
While the majority of respondents to last week’s poll said they were redesigning their websites to attract more visitors, a surprising number of people said their companies weren’t doing anything at all to improve their Google search rankings. See the full survey results…

 
The Outside View
New Technology Pieces Houses Together Like Toys
From The Vancouver Sun
Latest NAHB Index Reading Shows Recovery Continues to Spread
From NAHB

 

 
Recent Introductions

Landmark175 Steel Window from Hope's Windows
 

 
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