View Mobile Version | View Web Version
W&D Weekly

April 15, 2015
Newsletter Tools
Share this Share this Share this
The Latest
Top 100 Manufacturers 2015

Window & Door's annual Top 100 Manufacturers list is designed to give dealers a snapshot of the major players on the manufacturing side of the industry. The 2015 list offers recent product launches and products to come, as well as information on training and support programs available through each manufacturer. The Top 100 Manufacturers 2015 gives a jumping-off point for your own research. Read More


More News
Builders FirstSource to Acquire ProBuild
Thompson Creek Window Breaks Ground on New Maryland Facility
Mathews Brothers Hosts Awards for Outstanding Installations
Product Spotlight

With an emphasis on clean lines and simplicity of form, Plastpro's new Shaker-style 3 Panel Smooth Craftsman door is ideal for both interior and exterior use. This refreshing take on timeless classic features true shaker panels, fiberglass reinforced skin, full-length composite stiles and composite top & bottom rails that prevent water infiltration on all six sides of the door. The full length LVL lock block allows a wide range of door locks and hardware to be installed.

The Talk

By Vince DiCecco, Your Personal Business Trainer

People ultimately choose to do business with people they like. In business, likeability is extended to include liking the usefulness and functionality of the product being sought, liking the company that produces or provides the goods and services, and liking the point-of-contact, go-to person from whom they made the purchase.

Here are three ways to develop your likeability:

1. Be accessible and responsive. 

Of course, no one is always available to answer the phone when a customer calls, but when someone dials your business’s number, do they have to navigate past several layers of automated responses to speak to a real person? I have yet to meet someone that likes those automated answering systems, but if you insist on having some automated screening, cut down the questions to the bare minimum. 

If your voice mail greeting message ends with “…and I’ll get back to you as soon as I can,” be sure to do it—and concede that your idea of “as soon as you can” is always going to be later than what your caller thinks. 

2. Be a good listener. 

Take the time to study the behaviors of the special people in your life who you consider to be good listeners. I’ll wager the best listener you know is patient and doesn’t interrupt, asks open-ended questions in order to “get the whole picture,” exhibits body language that lets you know they are tuned in, and recaps what they heard in a way that confirms mutual understanding. 

Good listeners also express empathy—getting on the same side emotionally of the speaker—when appropriate. Sometimes, good listeners will echo back a key word or phrase to get the speaker to expound on that thought and add new information. Training your customer care and sales people how to be a good listener is an investment you have to make.

3. Be appreciative. 

That brilliant philosopher named Anonymous once said, “People will forget what you said. People will forget what you did. But people will never forget how you made them feel.”  The most powerful tool you have in fostering likeability is to express your appreciation. 

When saying “thank you,” it is best to be specific about what you are thankful for and what it meant to you. Finally, one of the most powerful forms of appreciation is when you take the time to express thanks in a handwritten note. That practice seems to be a lost art these days.

Weigh in on how you approach clients by participating in this week's poll, leaving a comment, or emailing Emily with your thoughts.

What customer service tactic does your company emphasize to increase its likability with customers?
Accessible, friendly communication on the phone and web
Active listening
Following up to express gratitude
All of the above
None right now
Other (please post in the comments section)

Have you Used Dropbox, Locqus, ABBYY or Splashtop for Business? 
Over 65 percent of respondents to last week's poll have used one or more of these apps for their business, with an additional 20 percent interested in trying them in the future. See the Full Results

The Outside View
KT&C, SRI International bring biometrics to residential door locks
From Biometric Update
Why the Housing Market Is About to Perk Up
From The Fiscal Times

Brought to you by the National Glass Association, publisher of Window & Door and

For information on how to advertise in WDweekly, please contact

We welcome your questions and suggestions about the editorial content of this newsletter.
Contact Editorial Director, Jenni Chase, at

To ensure delivery of WDweekly, please add to your email address book.
For more instruction on how to whitelist, please click here.

To subscribe to the print or online issues of Window & Door magazine, click here.

To unsubscribe from this email, please click here.