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W&D Weekly
October 14, 2015
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The Latest
Windows for Sale or Rent
By Rich Walker

Home ownership has long been the prime imperative for most households, but that may be changing. The millennial generation will form more than 20 million new households between 2015 and 2025, and are increasingly becoming renters. Accordingly, multifamily construction starts increased 16 percent in 2014, the biggest year in that sector since 1989. Read More 

 
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Product Spotlight
The Erdman Fixed Head IG Secondary Sealer


The Erdman® Fixed Head IG Secondary Sealer is a simple and economical answer to your Insulating Glass (IG) Secondary Sealing needs. The stationary sealant application system on the Erdman® Fixed Head IG Secondary Sealer gives your operator the ability to easily apply a professional, high quality, consistent secondary seal to your insulating glass units. 

  • Cycle Times Up to 50% Faster than Hand Gunning (Not Including Time Saved on Scraping or Unit Clean-up)
  • Total Quality/Consistency of Seal
  • All Four Corners are Completely Packed
  • Machine pays for itself by Reducing Overfill, Excess Purging, IG Clean-up & Eliminating Underfill
  • The Seal Rivals Any Expensive Fully Automated Machine
  • Can be Configured for Dual & Triple Pane Units in One Pass
  • Precisely Seals Special Shapes with No Program Change
 
The Talk

By Ron Crowl

As a teenager, I was lucky to get a summer job at a local amusement park in the food service operation. This job and an awkward learning experience during it would help define my business philosophy and my company’s mission statement years later.

Prior to my first day of work I attended an orientation for working in the food stands. Among some common-sense rules, one required an explanation. The management counted drink cups every night to determine how much product was sold. If the remaining cups did not match the amount of money turned in, someone was either stealing money or giving away drinks.

My first day, I was working alone in Kiddieland, which was the worst assignment I could imagine. A man pushing his daughter in a stroller approached the drink stand with his wife and son. He asked for a cup for the drinking fountain so his daughter could take her medicine. I explained politely that I couldn’t give away empty cups and that he would have to purchase a drink.

He didn’t particularly like this answer and asked again if he could have a cup. My only thought was that, if I gave him the cup, management would think I was stealing. I firmly told him that I could not give him a cup.

He reached into his pocket, threw some change on the counter and yelled, “Give me a drink!” He then turned around and emptied the drink onto the ground, spraying his wife and the little boy. The little boy was crying, the wife was yelling and I was wondering why I couldn’t have just given them the cup.

A short while later, my manager visited my stand with another worker in tow, who would be my replacement. The manager led me to a bench and asked what happened. I explained the man’s request for the cup and why I didn’t give it to him. The manager’s response might just be the best business advice I have ever received.

“Rules are meant as guidelines,” he said. “But some situations require us to do certain things outside the guidelines.” He also told me that it was my personal responsibility to make sure my customers remained happy.

And that’s what led to the following mission statement: “Our mission is to provide the best products, service and support to each and every customer—every single day.” The principle here is universal, whether you’re working for an amusement park, a window company, or a supplier to the industry.

Does your company have a customer-centric philosophy? Do you empower your employees to make judgement calls that may break rules but reinforce your mission statement? Share your thoughts by posting a comment, weigh in on this week’s poll and/or email your thoughts. 

Does your company empower its employees to make judgement calls based on each customer?
All employees can ensure customer satisfaction, even if we have to adjust the rules.
Employees have leeway to adapt for certain situations, but must abide by some hard-and-fast rules.
Only upper management can make the call to make exceptions to the rule.
We do not bend the rules no matter what the situation.
 

What's Your Project Strategy?
Over two-thirds of respondents will take on most types of projects, though they do have limits. Read the Full Results

 
 
The Outside View
New Single-Family Home Size in 2014: Regional Estimates
From NAHB News
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