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W&D Weekly

August 26, 2015
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The Latest
Capitalize on Market Growth

As the construction market continues to ramp up, fenestration manufacturers and window and door dealers need to ensure they are prepared to take advantage of growth. To do so, companies should consider investing in new tools and equipment, fostering and maintaining partnerships with their suppliers and customers, and gaining the knowledge and tools to maximize profits in the changing market. Read More

 
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Product Spotlight
BarnCraft Collection from GlassCraft
GlassCraft Door Company introduces the new BarnCraft Collection of premium rolling barn doors in four design series. The Barn Door Series offers a weathered, rustic look, while the Contemporary Series showcases minimalist and modern designs. The Two Panel Series offers combinations of speakeasies, straps and clavos, and the Divided Lite Series features single and double doors with four glass texture options. BarnCraft doors are available in 25 door profiles in different widths and heights. They are available unfinished or in one of 40 factory prefinish colors and stains, as well as in multiple wood species.
 
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The Talk

By Jim Snyder

Good communication with your installers is important, but good communication between you, the installer, and your customer is even more so. That’s Not What I Meant, my latest column, discusses a costly communication lesson I learned the hard way. It wasn’t the first time, and it probably won’t be the last but ultimately, the experience reduced errors.

During my installing days, when speaking with consumers about windows or doors, I gave brief definitions supplemented by illustrative demonstrations. It can be helpful to use a certain amount of precise terminology to educate the homeowner. Giving them some elementary jargon, along with a visual helps foster understanding as you move into the actual installation.

For example, if I were describing the procedure for a pocket insert replacement for an existing double hung, it might go like this: I would slide my finger along an interior stop and say, “We’ll carefully remove these skinny little trim strips, called the stops.” “This gives us access to remove both sash,” I explain as I open the window, figuratively grasp the sash and yank them out, and so on.

Providing this information and then closing the communication loop through feedback ensures there is a shared mental model between both parties. It reduces confusion and angst on the part of the homeowner.

Yet, it seems most consumers are either "analytical types" or they are not; they either want all the details or very few. The few clients that are in-between make me kind of anxious for fear that we are not connecting. The few clients that are in-between can make me kind of anxious for fear that we are not connecting. They may ask a lot of questions about details we’ve already (thoroughly) discussed.

Is their mind wandering to their next question as I’m answering the first? Is their envisioned end result different than what I’m describing? In these cases, I would politely return the questions to them for conformation of their understanding. I would also write out the contract in extra detail and carefully review with them.

What have you experienced in terms of communicating with clients? Take this week’s poll, share a lesson in the comments section or drop me a line.

Which type of clients are you more comfortable with?
Those who appreciate the details
Those who only want the highlights
The clients who are somewhere in between
 

Does Your Website Traffic Translate to Actual Leads?
Sixty percent of the respondents to last week’s poll are tracking their web traffic and making appointments with online visitors. Read the full results

 
 
The Outside View
Increase for Single-Family Built-for-Rent Construction
From NAHB News
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