Industry Tips & Tricks

WDDA Priorities for 2012

2012-01-30T08:52:00.002-05:00

When we established the Window & Door Dealers Alliance two years ago, we could not have predicted the impact we would have in such a short time. The continued support of our members has made our success possible. In 2011, we were able to: turn back the EPA’s lead clearance testing rule, secure favorable language in the HomeScore Energy program, and successfully hold the 2nd Annual Window & Door Dealers Forum.

In 2012, we are committed to fostering a positive image for our industry by providing our members with the best service possible. Ken Mariotti, a member of our Advisory Committee, outlined the WDDA 2012 Priorities in the January/February 2012 issue of Window & Door. This is what we are committed to in 2012:

Launching the first-ever national benchmark service. This new financial information network and benchmarking service will help WDDA members analyze industry trends.
Involving more window and door dealers in our efforts to steer the debate and advance legislative and regulatory policy. With more member engagement, we can achieve even more.
Reaching out to the industry and raising our visibility at the local level by participating in dealer appreciation days, home expos, open houses, and sales meetings.
Expanding our services to give members an even greater return on investment, including a series of webinars. We will also host our 3rd Annual Window & Door Dealers Forum September 2012 in Las Vegas.
Increasing WDDA brand awareness through advertising, improved marketing, and earned media.
Unveiling a national volunteerism program to raise the bar for our industry and extend our focus on best practices.

With the leadership of our committees and our members, we can achieve even more in 2012. We need your active engagement, your ideas, and your feedback to ensure that we are focusing on the priorities that mean the most to you. Visit our web site to learn more about your WDDA membership: www.wddalliance.org or contact us at membership@wddalliance.org if you have feedback that will help us serve you.

Together, We Are the Glass Industry

2012-01-25T08:56:00.005-05:00

As your association, the NGA strives to continually evolve to support your business needs. We work every day to make sure we offer the programs, services, and information that helps our members run a successful business in the glass industry. In 2012, we are striving to offer our members even more value. Here are just a couple of the services you need to know about:

Benchmarking Service: We will be rolling-out a benchmarking service in the Fall. This service will be available to NGA members only.
Free NGA Webinars: The NGA’s webinar series is designed to help make your business successful. Topics include marketing, customer service, and business strategy. Recordings will be made available so you access – and learn – at your convenience.
Member Services: More companies than ever before are saving with our members-only services: from shipping discounts, marketing and public relations services, customer service and business consulting, to name a few.
Online Training: New content is continually added to MyGlassClass.com. All Auto Glass courses were updated in 2011, and all Flat Glass courses will be updated in 2012.
Publications: Glass Magazine and Window & Door continue to be the best in the industry, and the weekly editions share breaking news and information.
GlassBuild America: The Glass, Window & Door Expo: This year’s event, September 12-14, 2012 in Las Vegas, includes a world-class line-up of exhibitors and educational programs.

We will be showcasing our programs at events throughout 2012, including at Auto Glass Week and GlassBuild America. Visit www.glass.org to learn more about your NGA membership, or contact us at membership@glass.org if you have feedback that will help us serve you even more. Thank you for your commitment to the NGA.

Together, we are the glass industry.

Review Action Plans Periodically

2012-01-23T08:47:00.001-05:00

It’s not too late to establish company Top Priorities and employee Action Plans for 2012. A common mistake is establishing company Top Priorities and employee Action Plans, which are then set aside until the end of the year to see what has been accomplished. By then, it’s too late to do anything about anything!

Do review your Action Plans periodically…..once a year is not enough, quarterly is not too often, set pre-scheduled review dates and conduct personal face-to-face review meetings.

One of the most important guidelines in establishing Action Plans is to strive to make sure the Action Plan states “how” the Action Plan is to be accomplished. By far, this is the best way to make it happen and to ensure success.

Remember to ask “how” the Action Plan will be accomplished and incorporate the “how” into the Action Plan, too.

Action Plans state “how” objectives will be accomplished.
Don’t assume the approach to accomplishing the Action Plan is obvious.
A step-by-step approach of saying “how” is always best; especially, with inexperienced employees.

As a suggestion, establish Quarterly Action Plan Review Meetings as a normal course of the firm’s planned activities for the year and pre-schedule the dates at the beginning of each year. If you need assistance, please call on me.

Richard Voreis Consulting Collaborative

January 2012 News and Links

2012-01-18T10:44:00.002-05:00

Happy New Year! News and Links for January 2012.

Wooster Glass Company is NGA’s January 2012 Member of the Month.
ABE Doors and Windows is the WDDA Member of the Month.
The top 10 most-clicked news stories on GlassMagazine.com from 2011.
All new NGA members in 2012 qualify for a free subscription to MyGlassClass.com! Take advantage of either Auto Glass or Glass Installer training - a $350.00 value!
Start planning for GlassBuild 2012! View the 2012 floor plan and Exhibitor list and sign-up to exhibit today!
NGA members can attend the 2012 Member Webinar series for free. The First webinar is February 6. Sign up today!
Explore Call Recording and Sales Success with ContactPoint.
Download the free Glass Magazine app for iPad or Android today.
Get a tablet for the holidays? Download the free Window & Door app for iPad or Android today.
Prepare for your AGRSS Auto glass Certification exam with the NGA 2011 Auto Glass Technician Reference Manual or training on MyGlassClass.com.
NGA and WDDA members can save up to 26% off UPS Express air and international shipments and a minimum 70% discount with UPS Freight on qualifying LTL (Less-Than-Truckload) shipments.
The 2012 Industry Pulse: Survey reveals dealers, distributors and manufacturers are extremely cautious about business outlook.
WDDA establishes 2012 priorities. We are committed to achieving our vision of fostering a positive image for our industry through continuous improvement and a commitment to best practices.
Embracing the Reality of 2012: With more realistic expectations for the coming year, window and door companies focus on opportunities that exist.
Reward your employees with industry best training on MyWindowClass.com.
The Talk at Window & Door: Will Smart Home Technology Encompass Windows and Doors?
Welcome new WDDA members and new NGA members!

Call Recording and Sales Success

2012-01-11T09:53:00.000-05:00

Most people are afraid of being held accountable for their actual performance.

People are terrified of being held accountable for their actions. They are terrified of their performance being dissected and critiqued. They are terrified of the truth.

Perhaps, this is why some people bristle at the idea of having their sales call recorded. Perhaps, this is why some industries struggle with the concept of recording sales conversations.

Perhaps they don't want to be held accountable for their actions. Perhaps they don't want their bosses or their colleagues to hear them in action.

Call recording is a naked sales call. The rep can't hide what's really happening. There's no way to 'dress up' a call recording. There's no way to hide the truth. If your sales call has a big gut and love handles, call recording will reveal that. You can't hide anything when the call is being recorded.

That's perhaps, why some reps don't want their calls recorded. The thought of their manager hearing their occasional failures is simply too much to bear. It's too hard to deal with.

Here's the truth: people who think like that are wussies (and they probably shouldn't be selling anyway).

If someone is adament that they don't want their sales conversations recorded, you have to ask a simple question: what are they hiding? Are they hiding their utter lack of skill on the phone? Are they hiding their inability to close the deal or ask open-ended questions? What is their problem? What are they hiding?

Call recording has massive benefits for any business that employs it. We've written about '26 Ways to Use Call Recording at Your Business.' We've also spoken about the benefits of cheap call recording. Watch those videos here.

ContactPoint NGA WDDA

Wooster Glass is the NGA Member of the Month

2012-01-09T09:11:00.001-05:00

Wooster Glass of Wooster, Ohio is the NGA's first Member of the Month! Wooster Glass has been providing quality service since 1947 and has been a member of the National Glass Association since September 1, 1961. As a 50 year NGA member, they pride themselves in their dedication to quality workmanship and customer service.
To celebrate their anniversary, we'd like to share the story of Wooster Glass and founder Ralph Jones.

Ralph Jones came to Wooster in 1947 equipped with little more than a glasscutter, a pair of overalls and a desire to succeed. Raised in the “Old Brooklyn” area of Cleveland, Ralph learned the value of hard work during the depression by delivering 200 daily newspapers each morning before going to school. Following his graduation from James Rhodes High School in 1935, he started work as a glazier following the advice of his uncle who was in the trade.

Ralph served in the United States Army, 6th Infantry Division during WWII and was involved in the Pacific Theater on the Islands of New Guinea and the Philippines. After his tour of duty was completed in 1945, he married Grace Blosser of Jefferson City, Missouri and returned to Cleveland to resume his trade as a glazier.

In 1947, Ralph and Grace identified Wooster as an ideal community to start a glass company. At first Ralph stayed in the American Hotel on East Liberty Street for $3.00 per week while Grace continued to reside and work in Cleveland. After two years, Ralph was able to have Grace join him and they worked together to build Wooster Glass Company.

Behind his desk hung a picture of the first Wooster Glass building and a young Ralph Jones loading glass on his first truck. “Whenever I would think I was getting too big for my britches, or whenever I got discouraged, I would turn my chair around and look at that picture. It gives me a lot of pride when I see what Grace and I have accomplished since we moved to Wooster in 1947.”

Today the company has grown to 30 employees with offices in Wooster and Medina. In 2002, Wooster Glass Company was recognized by the Wooster Area Chamber of Commerce as Business of the Year.

Join us in congratulating Wooster Glass on their anniversary!

ABE Doors and Windows is the WDDA Member of the Month

2012-01-05T08:39:00.000-05:00

Jim Lett: Dealer, Installer, Industry Leader –and WDDA Member of the Month

Jim Lett’s sense that window and door dealers nationwide needed a coherent voice made him an early participant in the project that became the Window and Door Dealers Alliance. And it’s his belief today that the alliance – of which his company, ABE Doors and Windows, is a proud charter member – has provided that unified voice and much more. It’s appropriate that the Allentown, Pa. company has been named the first WDDA Member of the Month.

“WDDA fills a need that went unmet for years before it was organized,” Lett said. “It’s a great source for relevant information and a terrific forum where dealers can exchange views and experiences. We believe no other organization is really looking out for the interests of dealers in our industry in this way, and we at ABE Doors & Windows support it strongly.”

Doing it on your own – up to a point
Like so many fellow WDDA members, Lett is an independent soul, accustomed to making things happen on his own. ABE Doors & Windows started off immediately after Lett finished college as a company that installed steel cellar doors. “I put an ad in the local paper, and the business took off right away,” he said. As time went by, he acquired new skills and new lines. Before long, his growing firm was handling garage doors, entrance doors and a wide variety of windows – in short, a full line of attractive, high-quality products. In the process, ABE Doors & Windows had grown to be a top regional dealer and installer.

Serving homeowners, institutional users and commercial enterprises since 1974, the company today fields an experienced team, working with customers to select products appropriate to their budgets and project requirements. The team constantly evaluates product lines and their features such as energy savings, appearance, maintenance, and security. Prompt, reliable installation and repairs by in-house crews are essential elements of the A.B.E. Doors and Windows services package.

But there’s only so much any one company, no matter how capable and energetic, can do by itself. Lett saw the importance of an industry organization providing new strength, reach and capabilities that would benefit every member. As such, he was an enthusiastic early participant in WDDA.

Strength in numbers
As a prime example of the alliance’s value to its members, Lett cites its work concerning safe work practices for lead paint. He’s a firm believer in the importance of EPA’s continuing dedication to lead safety. ”We all want everyone to be safe,” he said. “I think it’s also important that EPA should able to enforce these regulations in a fair way, so that everyone is able to compete on a level playing field.” He believes that the WDDA’s efforts in this field contribute to helping promote true competitive balance.

Beyond representing member interests in legislative and rule-making situations, Lett says, WDDA helps make dealers’ work easier and more successful in many other ways. He values the alliance’s development of training and educational resources, and enthusiastically supports its work around meetings, trade shows, seminars and publications. In all these ways, he believes, WDDA is helping shape the professional character of the door and window industry, making it better not only for dealers and installers, but also for vendors and end users.

“It’s a special honor to be chosen WDDA member of the month,” said Lett. ”This organization does important work on many fronts. I couldn’t be prouder to be recognized as someone who’s contributed to its efforts.”

Happy Holidays!

2011-12-21T10:14:00.004-05:00

As 2011 draws to a close and we all focus on family and friends, the NGA and WDDA wish you a wonderful holiday season.

It has been a challenging couple of years for the glass and window and door industries, but we've seen the power of working together and learning from each other to grow businesses. By working together on policy issues and learning from each other, our member companies have become even stronger.

We have so much to be grateful for this year. Your support has enabled us to keep working for your business with policy initiatives, educational programs, and money saving services. Membership has enabled us to have a strong voice on policy issues and best practices.

We still produce the finest publications in the business -- Glass Magazine and Window & Door -- and the top trade show for our industries in North America -- GlassBuild America: The Window & Door Expo. Thank you for your support - it makes all that we do possible. We believe that together we will make 2012 an even better year for our industry and your business.

Happy Holidays!
NGA & WDDA Staff

Free Webinars for NGA Members

2011-12-19T09:17:00.024-05:00

Do you need to learn more about running your business? Are you interested in social media, customer service, or public relations? If so, then the new NGA Member webinars are for you!

Join us the first Monday of every month at 2:00 ET for an informative session. NGA members can attend these webinars for free*! We will even post the recordings after the fact and so you can learn anytime! Visit http://www.glass.org/education-training-webinars.html to view a schedule or to register. Member Webinars include:

February 6, 2012
Consulting Collaborative: Management System Self-Evaluation Seminar

March 5, 2012
LocalBasix: Social Media

April 2, 2012
UPS: Topic TBD

May 7, 2012
ContactPoint: Topic TBD

June 4, 2012
Sole Source Consultants: Topic TBD

July 2012Champion Management: Power of PR: Helping small and mid-size businesses grow

Webinars are just one of the benefits you get by being an NGA member. Learn more about your NGA membership benefits!

*First 25 members to register can attend for free. All other members can watch the free recordings.

December News & Links

2011-12-14T09:14:00.003-05:00

Auto Glass Week 2012 Dates Announced. The event is September 20-22 in Louisville KY.
NGA members can attend the 2012 Member Webinar series for free.
Start planning for GlassBuild 2012! View the 2012 floor plan and Exhibitor list and sign-up to exhibit today!
Join the NGA and get 2 months free – that’s 14 months for the price of 12! New members who join in December 2011 qualify.
Join the WDDA and get 2 months free – that’s 14 months for the price of 12! New members who join in December 2011 qualify.
Window & Door’s IBS 2012 preview – an advance look at doors, windows, and industry related products to be featured in Orlando.
Reward your employees with industry best training on MyWindowClass.com.
New Bill Seeks to 'Cut Energy Bills at Home' and would provide as much as a 30% tax credit for upgrades.
Introducing LogMyCalls brought to you by ContactPoint – the solution for any business that wants to measure and optimize the effect
Glass Magazine’s Top glass fabricators: A breakdown of leading companies in the U.S. and Canadian markets
Money Saving Trick: Get Clients to Make Your Bill a Priority with Transworld Systems.
Introducing LogMyCalls brought to you by ContactPoint – the solution for any business that wants to measure and optimize the effectiveness of marking and improve sales performance.
Something new - Companies up the ante in hardware product development for bath and shower enclosures.
Welcome new NGA and new WDDA members.
Have a safe and happy holiday season!

Auto Glass Week 2012 Dates Announced

2011-12-12T10:24:00.000-05:00

Auto Glass Week™ 2012 has been scheduled for September 20-22 at the Kentucky International Convention Center in Louisville, Ky.

The annual event will again bring together all of the industry’s major auto glass groups, including AGRR™ magazine, the Auto Glass Safety Council (formerly the AGRSS® Council), the Independent Glass Association, the National Glass Association and the National Windshield Repair Association, along with AGRR magazine’s repair and replacement competitions.

A room block for Auto Glass Week will be available at the nearby Louisville Marriott Downtown. Reservations can be made online by clicking here, or by calling the hotel at 800/266-9432 and asking for the Auto Glass Week group.

The International Window Film Conference and Tint-Off™ also will be held concurrently.

Visit www.autoglassweek.com for the latest information as it becomes available.

New Product to Optimize Marketing and Sales Performance

2011-12-07T08:34:00.000-05:00

ContactPoint, a member service for both the NGA and WDDA, is announcing the immediate availability of the beta version of their groundbreaking new product, LogMyCalls. LogMyCalls is the solution for any glass and window & door business that want to measure and optimize the effectiveness of their marketing and improve their sales performance.

LogMyCalls also records incoming customer phone calls and allows users to search them, group them and even score them. This can be used to gather real-time customer feedback and dramatically improve sales and customer service performance. LogMyCalls provides insight into the whole process—from advertising to closed sale. You spend a lot of money on marketing to get the phone to ring—make sure every call is being handled effectively.

So, whether you’re a big business that needs sophisticated marketing analytics tools and call recording, a medium sized business that wants to set up an IVR or geo-route calls to the nearest location, or a smaller business that simply wants to know if you wasted money with that latest marketing effort and improve your ability to sell—LogMyCalls is for you. (And it’s much cheaper than you think).

Visit LogMyCalls.com to sign up or call 866-811-8880.

Money Saving Trick: Get Clients to Make Your Bill a Priority

2011-12-05T09:20:00.000-05:00

The month of December can be a crucially important month for you, your business and your cash flow. If you are like most companies, you have some accounts that are past due. Some may be a little past due, others may be very past due.

Ask yourself this: If some of your customers owe you money and haven’t paid you in months, and have ignored you for months, what makes think they will pay you now? It’s holiday time! Your bill is the last thing they are thinking about. This is the time of year when people start saving money, working overtime and will be looking forward to their end of the year bonuses. They are building a bundle of extra spending money for the holidays.

I know that the economy is sluggish and people are struggling, but remember: No matter how bad the economy is, or how bad someone`s personal financial situation is, people ALWAYS spend money during the holidays. And most probably spend more than they should.

It`s really imperative that you get after them right away otherwise your money is going to end up underneath someone else`s Christmas tree. Seriously, December is consistently one of the most successful months in the collection industry for that very reason; people have the extra money. That said, also keep in mind that January and February consistently bring the lowest recovery rates of the year because that money is long since spent.

In fact, many people spend much more than they intended to on their holiday shopping and January is when they`re just starting to get those huge credit card bills. The decision your debtors will be making over the next few weeks will be “Should I pay this bill or should I go to Best Buy and get something for Uncle Jack and go to Macy`s for Cousin Jane?”

Unless you do something to make your bill a priority NOW you will lose that battle every time.

If you don`t take action soon the money that is owed to you will be spent on bonuses and office parties for someone else`s employees, not yours!
Your money will be spent on food for other families` holiday dinners, not yours!
Your money will be spent on other people`s travel expenses, not yours!
Your money will be spent on Christmas gifts for someone else`s friends and families, not yours!

I don`t think that`s right, and neither should you!

The WDDA and NGA have partnered with Transworld Systems to help you get paid more often and on time. For more information, contact Brian A. White, Senior Cash Flow Consultant, at brian.white@transworldsystems.com or 703-556-3424 ext 23.

Setting Employee Expectations

2011-11-30T09:15:00.001-05:00

In our previous SellWithPower Blog we talked about miscommunication. We established that many bosses (if not most) fail to clearly communicate exactly what they expect from their employees. They simply fail to tell their employees what is important to them. They fail to tell their employees what the most important tasks are they should accomplish each day. They fail to communicate.

So, here's the big question: how can managers improve? How can they do a better job of communicating their expectations with their employees? Here are some tips to help you improve now:

Determine what the most important responsibilities for each employees are. Write them down. You need to define what you want from each employee before you share that information with them.
Write down specific tasks you want accomlished by each employee/each day/week/month. What are the most vital thingsthey should get done? In what order?
Now that you know what is most important for each employee to accomplish, you can tell them. Meet with each employee and write down these specific responsibilities/tasks. Make sure they understand clearly what you expect of them. Encourage the employee to ask questions. Be willing to change or amend your list of responsibilities and tasks.
Hold your team accountable. Ensure there are consequences (positive and negative) when a task or responsibility is completed on time (or isn't).

By following these 4 quick tips you can mitigate miscommunication between employees and management. The other factor we really didn't discuss here is setting goals with employees. You can read more about that here.

Free Leadership Training eBook - Learn management skills now.

Establish Action Plans that are Attainable

2011-11-28T09:29:00.001-05:00

Make sure that everyone establishes Action Plans that are attainable. Asking for the impossible de-motivates and dooms this management approach to failure.

In establishing Action Plans you and your employees also need to consider factors outside of the employee’s control that could impact completion of the Action Plans. For example, the company closes a very large contract that will require certain employees to reassess their priorities in order to complete the contract on schedule and within budget.

In that regard, be sure to remember Action Plan Guideline #2:

• Always focus on meeting the wants and needs of the customers.

Always remember that happy customers mean repeat business and that’s the least costly marketing initiative your company can undertake.

Richard Voreis Consulting Collaborative

Bad Customer Service: The Silent Killer

2011-11-21T08:03:00.000-05:00

We have a new eBook available for free on ContactPoint.com. It's called Bad Customer Service: The Silent Killer. It does, basically, three things:

First, the eBook argues that customer service should be re-enthroned in the modern business. Customer service is king. It is the one thing you can control in your business. You can't change your location, your brand, your products or your business plan (at least not overnight). You can control customer service...so control it. Bad customer service is like a silent plague sweeping across businesses and employees across America. It will kill you, if you're not careful.

Second, Bad Customer Service: The Silent Killer will point out specific problems you may be having with customer service at your business. What are you doing wrong? What are the symptoms of bad customer service? How can you spot the minor problems before they consume your success and kill your company?

Third, this eBook will examine ways to fix customer service right now. It talks about management strategies for top-down customer service improvement. It discusses ways to deal with angry customers and steps for frontline employees to improve their customer service right now.

This eBook is designed to be your resource for improving customer service. So, download it (for free), share it, enjoy it. But most of all, learn from it. Use the tools found in the ebook and improve your customer service now!

ContactPoint NGA WDDA

November 2011 News & Links

2011-11-16T08:24:00.001-05:00

New Auto Glass Training: 2011 Auto Glass Technician Reference Manual and Updated MyGlassClass.com courses.
The National Glass Association has partnered with FMI to provide an online compensation benchmarking tool to members: Compensation Interactive.
New Doors and More at Association of Millwork Distributors annual exhibition.
EPA offers Search Tool for Lead Certified Contractors, allowing the public to search for firms certified under the lead renovation, repair and painting rules.
The Sixth and Seventh Keys to Highly Effective Selling.
Join the WDDA for just $250 and start taking advantage of member programs and services.
Done right, PR provides a much bigger bang for your buck than traditional advertising. Let us get the media working for you!
Strategic planning for your business: Establish Specific Action Plans and Put Your Action Plan in Writing.
Congratulations to Wooster Glass Co., Inc. and Floral City Glass Co on their 50th anniversary as NGA members! View a list of anniversary members.
From Glass Magazine: The good, the bad, and the suspect: Tariffs on Chinese aluminum help some, hurt others.
Great Glazing high-end shower enclosures: King of the Throne and The ‘Celebrity’ Shower.
Get the most out of your NGA membership! View a complete list of member benefits.
Welcome new NGA members and new WDDA members!
WDDA announces partnership to bring extended resources and expert analysis to benchmarking network.

Put Your Action Plan in Writing

2011-11-14T08:22:00.000-05:00

It’s my belief that a fully effective management system should include specific, measurable and time framed employee Action Plans supporting the Top Priorities of the company as well as enhance accountability and results throughout the organization.

It’s my belief that a fully effective management system should include specific, measurable and time framed employee Action Plans supporting the Strategic Goals of the firm as well as enhance accountability and results throughout the organization.

Additionally, the written Action Plans document should be utilized in several ways in your company for the following purposes:

Employee accountability for achievement of Action Plans.
Part of the annual Performance Appraisal process.
Part of the Salary Administration process.
Part of the Incentive Compensation process.

Do put the Action Plans in writing and make sure that both the employee and the manager have a copy.

Richard Voreis Consulting Collaborative

The Seventh Key of Highly Effective Selling

2011-11-07T10:00:00.004-05:00

7) Get a Commitment

Getting a commitment is the actual solution to the problem. If the customer gets off the phone or leaves your place of business without a solution we have failed to accomplish our objective. (Remember they wanted to buy from you, right?)

You are wasting your time and the time of your customer if you are not willing to ask for the business. Your customers expect to be asked – they want to be asked. It’s that simple. If you have fear around asking or being rejected, get over it or get someone to help you with this final step.

FACT: Statistics show that when you ask for the business directly after giving a price, you will get the business 150% more than if you don’t ask for the business after giving the price.

So maybe that little thing called “fear of rejection” is nagging at you. How can you be sure they will say yes? Well the answer is to not be afraid of a “no”. I mean what is the worst that can happen? A “no” doesn’t mean anything about you, so don’t personalize it. Every now and again we have to play psychologist and do some role reversal. If you were the customer, looking for a product and wanting to buy, why would you say no? What are the road blocks to a yes? Without being pushy, ask some clarifying questions. What is the basic need of the customer? What are the limitations? Is there room for flexibility?

The real objection is not the price. It is making sure the customer sees the value in the price. Yes, today they can go “Google it” and find 10 other competitors that have the same product as you. But what will set you apart is your attention to the customer’s wants and needs, your knowledge about the product, your ability to build a relationship and your willingness to be assertive about the sell. Being confident in yourself will show, and it will help the customer trust in you on their way to getting their wallet.

Let’s look at the typical objections you get when the customer does not want to buy your product or service. In general, all objections turn out to be a version of the same four reasons. Though customers may call their objection by different names, they are the same basic issues with the same practical solutions. This means that the objection is something that is usually a practical, manageable situation for which we can prepare.

There are really only four basic objections. Every objection is some version of:

I am not the decision maker.
Price is too high or more than I expected.
Not time yet.

I’ll call or check back later and let you know. (this is a “no”)
Just send me a quote in writing. (this is also a “no”)

Shopping ahead and just trying to get prices.

If they say “no” ask or acknowledge their objections. Let them know that you heard what they said. Remember, as a consultant, in order to meet their needs you need to understand their reasoning. Sometimes restating their objection is enough. Other times, you will need to probe further to find out specifically what does not work. You can do this by simply and non-defensively asking the customer, “Why?”

Example:

- Customer: “No thanks.”

- Rep: “Okay. Can I ask why?”

- Customer: “I don’t like the price.”

- Rep: “What specifically about the price don’t you like?”

In this example, the salesperson responds by acknowledging and restating the customer’s objection in the form of an open-ended question. This is the beginning of a dialog that will help you ask the necessary questions to overcome their objections or at the very least continue to build rapport that will pay off for you later.

Just remember, you get more business if you ask for the business after giving a price. So don’t be afraid to ask, the answer could give you just what you are looking for.

Free eBook - The 7 Keys of Highly Effective Selling

ContactPoint NGA WDDA

New Auto Glass Training Now Available

2011-11-02T10:12:00.000-04:00

The NGA has just unveiled two updated products for the auto glass industry. These authoritative resources - which covers safety, glass service, and pattern-making procedures -- are perfect for technicians, managers and CSRs. NGA training is an indispensable study guide for technicians preparing for the AGRSS Certification Exams.

2011 Auto Glass Technician Reference Manual. The manual is just $69.95 for NGA members ($139.90 off the non-member price).
MyGlassClass.com Auto Glass Courses. Purchase courses starting at $29.95, bundles starting at $120, or a subscription including all Auto Glass courses starting at $350 for NGA Members.

The updated training includes:

The latest technician techniques and procedures,
Latest guidance covering rain sensors,
Deeper coverage of value-added parts,
Detailed information on moulding techniques,
Training to prepare you for AGRSS certification,
And more.

To order an Auto Glass Technician Reference Manual, visit For more information, visit the NGA store: http://www.glass.org/shop-products-reference-manuals.html. To view the complete MyGlassClass.com course catalog, or to begin purchasing courses, visit www.myglassclass.com.

Establish specific Action Plans

2011-10-31T08:41:00.006-04:00

With respect to Action Plans, generalities don’t get the job done. Here are some examples of poor Action Plans because they are too general.

Increase sales doesn’t say how to make it happen and literally when revenues are increased by $1.00 the Action Plan has been accomplished.
Finish projects on schedule is expected. Instead establish Action Plans that will make it happen.
Improve the project management process does not say how it will happen and there is no understanding of what will be done.
Contribute to improved teamwork does not say how to do it or what is to be accomplished.
Contribute to improved internal communications does not say how it will be accomplished.

Action Plans need to be specific and concise and generalities don’t contribute to the success of the company.

There is always the tendency to establish too many Action Plans and that leads to problems. Make sure you and your employees avoid piling on and focus only on important and meaningful Action Plans. Follow an absolute rule of not establishing more than one page of Action Plans.

Remember, you and your employees can always establish more Action Plans when the original list is finished.

Richard Voreis Consulting Collaborative

Let us get the media working for you!

2011-10-27T08:45:00.002-04:00

When was the last time your local newspaper ran an article about your company? How often are you asked by a reporter for your expert opinion? What do you find when you Google your company's name. If you don't like the way you answered those questions, we can help. Champion Management specializes in providing marketing and public relations support to small- and mid-sized businesses that don't have the internal expertise or resources to do it themselves.

A sophisticated and effective PR campaign can give a needed boost to your next product/service launch, generate new customer leads, increase your top-of-mind awareness and dramatically improve your search engine visibility. Done right, PR provides a much bigger bang for your buck than traditional advertising.

Champion has designed a package of public relations services exclusively for WDDA members. We can also customize services to address your unique market challenges, starting with a comprehensive strategic assessment of your marketing/public relations approach. Those services will be discounted at least 25% for WDDA members. Contact us to get started today, and be sure to tell us you're an WDDA member for your special rate.

Ladd Biro
Champion Management
lbiro@championmgt.com
972.724.3039

The Sixth Key of Highly Effective Selling

2011-10-24T08:55:00.010-04:00

6. Check Their Temperature

A trial close is a very valuable sales technique that enables you to do a temperature check as to your level of rapport with the customer and the customer’s overall receptiveness. A trial close ensures you are getting “buy-in” along the way and that you are on the right track in your customer’s mind. It also enables you to formulate your questions and your approach based on periodic, real-time feedback throughout your conversation. There are two main types of trial closes: open-ended and close-ended.

“Profit in business comes from repeat customers, customers that boast about your level of service, and then tell friends about it.” - W. Edwards Deming

Here is an example of an open-ended trial close:

Rep: “Because you mentioned having so many boxes, I am going to recommend shelving units; they will give you three times the storage capability and allow for ease of movement and access. How does that sound?”
Customer: “Sounds good.”

Rep: “You are getting up early every day for your conference, so I am going to add a complimentary in-room continental breakfast. How will that work for you?”
Customer: “That would be great.”

A closed-ended trial close is most powerful and definitive when used after stating a feature and a benefit. It is designed to get a real “yes” or a “no”. Now don’t be afraid of NO. By getting an objection now, we can go back, ask clarifying questions, recalculate, resell and ask the trial close again before we give a price and ask for the business in a hard close.

Here is an example of a closed-ended trial close:

Rep: “Based on what you are telling me, I am going to recommend that Lion Grip tread. As I mentioned, it is the most aggressive tread we offer. It would be perfect for winter driving in Michigan. As a benefit, for only an addition $100, we will take your old tires and donate or recycle them and give you one extra new tire, so in the event of an emergency you have a comparable and reliable spare. Does that sound like it will work for you?”
Customer: “Yes.”

Rep: “We have an executive suite with the complimentary in-room continental breakfast and I can add an entertainment package upgrade so you have everything you need to be comfortable and unwind from your busy work schedule. Would that fit you need?”
Customer: “No. I don’t want to pay for the entertainment package.”
Rep: “So the room will work for you without the entertainment packet, right?”
Customer: “Yes.”

The habit we are seeking to develop is to consistently and confidently perform a trial close each time we have given a feature and benefit. If we are off track with the customers, a trial close helps us know what the customer is thinking and how we should modify our communication in order to hit their hot button.

It is very helpful to use the trial close throughout a sales call. Doing so enables us to create buy-in and move the process along so that when we get to closing most of the heavy lifting or hard work has already been done.

Free eBook - The 7 Keys of Highly Effective Selling

ContactPoint NGA WDDA

News and Links for October

2011-10-19T09:52:00.000-04:00

Here's what's happening around the glass and window & door industries this month. Have other news? Post it below or email me at akirkman@glass.org.

Members save on FedEx, UPS, UPS Freight, and YRC.
GlassBuild America Innovative Product Review.
WDDA to Gather Support for Increased 25C Credits
Fall Special on Training - 25% off! Use coupon code Fall2011 at checkout to save on courses and bundles on MyGlassClass.com.
Expansion of the 25C Tax Credits.
Greenbuild 2011: Photos and video from the show floor
If you currently accept credit cards, or have thought about implementing a credit card program, Electronic Data Payment Systems can help you save. NGA WDDA
Windshield removal and replacement instructions for the 2007-10 Audi Q7 and the 2008-11 BMW 128i.
From Glass Magazine: LEEDing product design and Look before you leap: Advice for glass companies going solar
New Blog from ContactPoint: Helping Your Employees Succeed.
EPA Issues Proposed Changes for Energy Star
Window & Door’s Dealers of the Year 2011
Feed A Bully – A Strategy For Local Business Internet Marketing.
WDDA members save on education, events, and member services.
Installation Training Available Online on MyWindowClass.com, The Only Online Provider of InstallationMasters™
Welcome new NGA and WDDA members!

Feed A Bully – A Strategy For Local Business Internet Marketing

2011-10-17T08:43:00.037-04:00

What do the entries on the list below share in common?

Answer: The opportunity to make or break your company’s reputation.

The funny, or not so funny thing about the Internet’s evolution is how powerful it has become. At times, like a bully, it demands that you either play or be crushed. That’s the predicament many companies find themselves in today with regard to the proliferation of online local listings that include reviews.

The above list is only a partial list and reflects a growing trend of what might be called yellow page sites or sites that aggregate business listings. Because these are paid sites they will more than likely trump other search engine optimization strategies you might be deploying.

Check this out for yourself by Googling the city where your business is located and your business keywords. For example, I Googled San Jose window dealers. If your search produces a non-paid listing, of your company, somewhere on pages one through five, congratulations. But, the reality is that the rules for SEO, which serve to get your company’s natural listings to appear at the top of the search heap, aren’t working like they used to. Not against this new wave of paid listings. And as I mentioned earlier, these sites wield the crushing power of a bully unless you play.

Not only do they buy their search ranking, they are collecting and publishing reviews about your company. How can you proactively manage this new trend?

The first thing is to get listed with Google Local Business Center, Yahoo Local, and other key local Yellow Page like listings in your area. You do this by simply registering on the website.

The second thing you do is to ask your customers for reviews on these sites. You need lots of good reviews. I’m often asked how does a company counteract a bad review? You can proactively combat a bad review by having lots of good reviews. When a client thanks you, mention how much you’d appreciate an online comment and give them a site location. Why not put a link to your Google local business profile in your signature line, with an invitation to leave a review?

A good class on bullying will teach you that a technique to reduce the chance of being bullied is to ignore a bully. I’m telling you, don’t use that technique here. First of all there’s more than one potential bully and second, they simply want to be fed. Feed them reviews and watch what happens.

Sharon Aby
Beyond Ideas Marketing LLC

Why Customers Leave

2011-10-12T08:50:00.000-04:00

Whether you want to admit it or not, your business makes mistakes. Maybe the quality of your work wasn't good (just one time, of course). Perhaps, your billing was incorrect and your customer was charged too much. Maybe, a job took too long, or there was something wrong with a product you sold your customer.

These things happen to every business. And statistics show all of these things are forgiveable. Your customer will forget about any billing dispute, most quality issues and pretty much everything else you throw at them.

But, statistics show they will not forgive you for bad customer service.

Bad customer service is the unpardonable sin. Your customer simply won't forget it. Here's a stunning statistic that demonstrates this:

- 86% of people say they've stopped doing business with a company because of just one bad customer service experience (up from 69% in 2007) - Harris Interactive, Customer Experience Impact Report

Think about that! Almost 90% of the time customers will not return if they've had a bad customer service experience. Wow!

We've talked about how to provide legendary customer service here and here. So I won't explain that again. What I want to figure out is this: why will a customer leave you because of bad customer service and not because of other mistakes your business may make?

Here is the answer: Customer service is personal. A billing dispute isn't personal. A missed appointment isn't personal. A dirty hotel room isn't personal. Neither is a shoddy job.

But, customer service is VERY personal.

If a customer is treated poorly by you or your employees they will not forget it. They have been personally offended. You have made the customer feel dumb, disrespected or angry. They've been frustrated and upset. They won't forget it.

That is why, 86% of the time, they won't return.

ContactPoint NGA WDDA

Expansion of the 25C Tax Credits

2011-10-10T12:26:00.000-04:00

The Window & Door Dealers Alliance is attending the Remodeling Show in Chicago this week. At the event, we will be collecting signatures on a petition to be sent to Congressional leaders and the White House urging the expansion of the 25C tax credits. Come and show your support for the renewal and increase of tax incentives for purchasers of energy efficient home improvement products.

This is just another way we are involved in policy for window and door dealers.

Window and door dealers know the tax credits were effective in spurring homeowners to invest in increasing the energy efficiency of their homes. With the petition, we can build upon the support voiced by WDDA and other industry organizations and strengthen the united voice that policymakers need and want to hear.

David Sakin, President, Premiere Window & Building, Inc, of Owings Mills, MD puts it best: “We desperately need the expansion of these credits to provide incentives and confidence for consumers purchases, to create much needed jobs, and continue the positive momentum built in the last few years for energy efficiency upgrades within residential properties.”

If you are not attending the Remodeling Show, you can show your support by sending me a letter at dwalker@wddalliance.org.

David Walker, Vice President

Money Saving Trick: Clipping Coupons

2011-10-05T11:18:00.000-04:00

I admit it: I'm a coupon clipper. Every Sunday morning, I grab the paper and the first section I go to is the coupons. I just need to know what I can save money on this week. Some weeks there are no coupons for the things I buy...and $100s worth of coupons for items I'll never need. Other weeks, I end up saving on the stuff I buy anyway.

I try to apply this at work when I can. Just this week we were finishing up our new Auto Glass Manual (watch for the announcement next week!), and I was calling around for print quotes. It turns out that a publishing company can do they job for 30% less than a print shop close by.

It's a challenge we face every day: do we continue to use the vendors we have relationships with, or do we take the time to comparison shop?

The NGA and WDDA have tried to compile some discounts for your business: on shipping, office supplies, insurance, and even consulting services, that can help your business save money....and maybe save a little time. All Members qualify for discounts with Staples, UPS, FedEx, YRC, CoreHealth Insurance, and more. Take a couple of minutes to comparison shop for your business and save!

NGA Discounts: http://www.glass.org/cost-cutting.html
WDDA Discounts: http://www.wddalliance.org/member-services.html

Helping Your Employees Succeed

2011-10-03T10:50:00.001-04:00

Effective managers are in touch with their team members. They speak to their employees constantly. They seek them out at least once a day to see how things are going and to see if there's anything they can do to help them. Ineffective managers usually don't speak to their employees each day. They aren't aware of their struggles, their concerns or their problems. They only talk with their employees in official meetings and capacities. They don't truly know what's going on.

The following tips will help your employees know that you really care about them:

Talk. Spend time talking with your each member of your team daily (if possible). Ask them open-ended questions about all sorts of things, personal and business. Learn to follow their lead. You don’t have to talk business all the time. Remember the goal is to let them know that you care about them.

Ask. Ask each team member how he, or she, is doing. Ask for suggestions to improve their job. Ask what you can do to make their jobs better. Be sure to follow up. If you can't solve the problem, tell them why at a later time. If you tell them “no” immediately, they will think you are just dismissing them.

Thank. Thank your individual team members. Notice positive contributions each member makes and give them positive feedback. People don’t often get thanked for just doing their job. Making your team feel appreciated is important. Productivity and morale will improve. Simply: your team will perform better when you compliment them.

Let go. If something bothers you, like a messy desk, or the way someone laughs, just let it go. See what happens. Many things that bother us are not ultimately important in the big picture of increasing revenue. See what happens – just for a day. If your world doesn’t fall apart, then try letting little things go for a week. (This is something to try in your personal life as well).

Pretend. Experience what your customer experiences. Pretend you are a customer and then share your observations with your team. Use the information to improve your team’s performance. Giving feedback in this way is critically important.

Free Management eBook

ContactPoint NGA WDDA

September News & Links

2011-09-28T12:45:00.000-04:00

NGA Announces New Chairman of the Board.
Log-in to your MyGlassClass.com account today to purchase Courses and Bundles online. When you enter the coupon code Fall2011 at checkout, you will receive 25% off your order.
Glass Magazine at GlassBuild America: Putting GlassBuild America 2011 in the books, GlassBuild America 2011, Video: Transparent photovoltaic glass debuts at GlassBuild America.
Champion Management specializes in driving positive exposure for mid-sized companies in consumer, trade, and social media. NGA and WDDA Members save up to 25%!
Window & Door at GlassBuild America: Emphasis on Upgraded Performance at GlassBuild, GlassBuild America 2011 Video Gallery, and GlassBuild America 2011 Snapshots.
AGRSS Council Acquires Auto Glass Technician Certification from NGA. Organizations to focus on strengths in service to auto glass industry.
Consulting Collaborativeis continually seeing “best practices” on a national basis and they are up-to-date on what works and what doesn't in today's challenging business environment.
Windshield removal and replacement instructions for the 2011 Nissan Titan and the 2011 BMW Z4.
2011 NGA Forums were successful. Leading Economist Provides Economic Roadmap at the Glazing Executives Forum and Mazria Captivates Inaugural Architects Forum.
Great Glazing: Barnes Foundation Museum.
Welcome new NGA members and new WDDA members!
Guide designed to introduce contractors to lead-safe work requirements
New Communication Tool for RRP Implementation is now available.
"No Double Dip," Says Economist at AAMA.
Best Practices Highlight 2nd Annual Window & Door Dealers Forum

What news did you think was most important in September? Share it in the comments!

Truth In Advertising Brought To You

2011-09-26T08:19:00.017-04:00

Google Truth In Advertising, and you have a reading list that will keep you busy for a month. Or if you attended the Window & Door Dealers Forum at GlassBuild a couple of weeks ago, you got all you need to know. Or more likely, you now know what you don’t know.

The WDDA sponsored it’s 2^nd Annual Forum, which included a wake up call from D.S. Berenson, counsel to the remodeling and home improvement industry, which addressed the participants.

How is it that good people, like us, get in trouble with the law? Most often, it’s truth in advertising claims.

How many times have you asked someone on your staff to whip up a flyer to advertise a window promotion? How many times do allow an advertisement to go out without proofreading it? How many times do you create an agreement by cut and pasting from another document? Or how many times do you sign a contract with a developer, builder, architect or designer without reading the fine print or including disclaimers of your own? Well, we all do these things, all the time, and with the expectation that 2012 will continue to bring more regulations aimed at our industry, expect more legal exposure.

There’s a lot to know about truthful advertising but a good rule of thumb and a first line of defense is this. When you write advertising copy, promote your product or make promises to customers, use a litmus test to determine if your ad cries foul. Always proof read the ad and scrutinize your promises from the customer’s perspective. If you are the customer, what did the advertisement suggest to you? Your litmus test is to take the consumer’s point of view.

That’s what the Federal Trade Commission will do if a claim is made against your company. They will take the customer’s point of view. Protect yourself by putting on your consumer hat and ask yourself the following questions about your advertising or promotion.

Are there any express and implied claims?
What does my ad NOT say? Have you clarified the specific terms?
Did you make something material to the decision to buy?
Can you support your advertising claims with facts?

Keeping ourselves informed is a time consuming endeavor, but there are a lot of great resources out there to help us. The FTC website mentioned above provides small business tips and in-depth rules. Other useful resources include: www.consumer.gov, www.bbb.com or www.nari.org.

Remember, if you want to keep your company out of trouble you can do two simple things, use the consumer perspective litmus test to review your advertising and second, attend the WDDA Forum next September at the Glassbuild Show in Las Vegas – where the have the things you need to know brought to you.

Sharon Aby
Beyond Ideas

The Fifth Key of Highly Effective Selling

2011-09-21T09:28:00.000-04:00

5) Personalize Where Possible

Building value is an essential step as a sales consultant because it is very important to position yourself, first and foremost in your customer’s mind, as the authority; the expert; the industry leader; or the company with the best solution (i.e. the one that offers the most value or has a unique advantage over your competition).

It is easier to do this up front, at the beginning of a recommendation to your customer, than to try to mention it later as way to overcome objection. Some companies will suggest a standard competitive positioning statement that should be mentioned before you launch into recommendation and price.

Here are some examples:

“Just so you know, your purchase comes with a 120-day money-back guarantee. If for any reason you want to cancel your subscription or return your product, you can do so – no questions asked. We are the only company that offers this kind of promise.”
“Our customer service reps and mechanics are available to you 24 hours a day, 365 days a year. We are always there to help whenever you need us.”
“What sets us apart from our competition is that all of our storage containers feature our patented locking system. They are the most secure doors in the industry.”
“Strive for continuous improvement, instead of perfection.”
Kim Collins – World Champion Sprinter

A benefit only builds value in the mind of your customer if it addresses a stated need or concern. Personalize the sharing of your features and benefits by referring to information you gleaned about your customer during your questioning process. By following this approach, you become a consultant instead of a salesperson. Because you listen to and address the customer’s specific needs in your recommendation, you demonstrate to the customer that your product or service is designed to solve their problem.

There are 5 common areas that customers care about in regard to how your product or service will benefit them.

To be effectively building personal value, every benefit must tie back to at least one of these five common areas of customer interest in some direct or indirect way. It is not enough to assume that the customer will make this connection. You must state the connection as a notable personal benefit for the customer as part of your presentation.

Personalizing has mostly to do with referring back to what the customer actually told you. It is fitting or customizing the product or service you sell around your customer’s needs. And it’s important to remember that not all benefits are important to a customer. One common mistake is to outline ALL of the benefits to a prospective customer, even the ones that are not important to them. This can actually work against you because it tells the customer that you don’t know what they want nor understand their needs. You’re just shooting in the dark hoping to hit on something that will “sell” them. Keep in mind that if the customer does not talk about it, you don’t want to talk about it.

Free eBook - The 7 Keys of Highly Effective Selling

ContactPoint NGA WDDA

GlassBuild America Round-Up

2011-09-19T15:03:00.001-04:00

Another GlassBuild America is now behind us, and it a rewarding week for all of us at the NGA and WDDA. Be sure to check out the list of Best In Show award winners. A couple of links to GlassBuild releases and information:

GlassBuild America

Glass Magazine

National Glass Association

Window Door

Window Door Dealers Alliance

Best Practices Highlight 2nd Annual Window & Door Dealers Forum

Send us links to more articles or share your experiences . We'll see you next year in Las Vegas!

The Fourth Key to Highly Effective Selling

2011-09-14T09:05:00.004-04:00

4) Discover the Real Motivation

When asking questions, listen and acknowledge the responses. This approach creates a true dialogue with a customer and allows us to build relationship, rapport, and trust while learning what matters most to the customer. You are essentially solving a mystery. What is their real motivation? What are they really looking for and why are they really talking to you.

If you were selling hand tools, like drills for example, you would want to realize that ultimately the customer doesn’t what the drill; they want the hole that the drill will create. By staying focused on the benefit or the end result, the customer is seeking; you will find solutions to their needs more readily.

Open-ended questions are used to get your customer to open up and talk to you. These types of questions also help prevent us from making assumptions. Open-ended questions also expose sales opportunities and create more openings for familiarity and rapport with your customer.

Probing questions are a tool used for extracting more information about a topic. They show you are not only hearing your customer’s response, but that you also understand and care. Are you interrogating or confronting? Remember to put a smile in your voice and mind your tone. How you ask a question makes the difference between sounding helpful and curious or like an interrogator.

If you have truly grasped the concept of leading the conversation (the Second Key to Highly Effective Selling)you will be able to use this as a key to discovering the motivation of the customer. So let’s recap from the beginning. Your first interactions should be poised and professional. Remember to use their name. You should demonstrate how to generate customer comfort and familiarity. Asking some basic questions also provides you with a direction when looking for the motivation. Ask clarifying questions and restate. Finally, always remember your TONE! Creating a friendly rapport with the customer is key.

When a customer approaches a sales person about a product, this is when the discovery for the real motivation happens. As they ask questions, think to yourself, why would they want to know that specifically about the product? What are their priorities? Once you have identified the priorities for information they are seeking you can piece together the puzzle for their motivation.

Another way to be sure you are in tune with you customer is to simply ask. Are they looking for a specific product and is their motivation related to a projects or specific need? Using the 5 w’s, ask some clarifying questions. Sometimes this guess-and-check method can be more effective because we are ensuring that our assumptions are correct.

Free eBook - The 7 Keys of Highly Effective Selling

ContactPoint NGA WDDA

Forecast for Economy and Construction Industry

2011-09-12T16:00:00.009-04:00

One of America’s largest financial institutions sent a note to its clients in August saying, “The economy is only one shock away from falling into recession.” Is this just hyperbole? And what exactly constitutes a “shock?”

Could it be an ongoing accumulative European debt crisis? Or perhaps a massive earthquake and tsunami in Japan that disrupt the global supply chain? What about rising commodity prices, gas prices near $4.00 a gallon, banks that won’t lend money and stubbornly high unemployment that has weighed down the economy longer than any point in our post-World War II history?

These persistent troubles, and many more, were addressed by one of the nation’s most respected economists, at the 2011 GlassBuild America™ Expo in Atlanta. Dr. Jeff Dietrich, a Senior Analyst with the economic consulting firm ITR, gave a broad overview of the U.S. economy and the construction industry – where it is now and where it is headed – in his presentation entitled “The Economy ~ 2011 and Beyond.” Dr. Dietrich spoke Monday evening, September 12, during the 6th Annual NGA Glazing Executives Forum.

Attendees at the Glazing Executives Forum heard Dietrich expand on these and other critical economic indicators as he painted a vivid picture of the U.S. economy in 2011 and 2012. He explained how businesses are far better positioned today to navigate the uncharted waters of this tepid recovery than they were in 2008.

During his presentation, Dietrich remarked: “The hard truth is that there will be no rapid change in economic conditions. The present climate of uncertainty is disorienting as well as discouraging, but this is not the beginning of a double-dip. Even though most construction sectors remain below 2010 levels, there is positive momentum in commercial construction. Housing starts are climbing out of the mild secondary recession cycle and will head higher in 2012 and 2013.”

Jeff has been our anchor at the Forum for the last six years, and we’re delighted that he returned to give us his unique, industry-specific take on the economic outlook. Some of our regular attendees say his presentation is reason enough for them to return to the event year after year. His forecasts have proven to be invaluable in helping these executives develop their short- and long-term strategic plans. This year was no exception.

David Walker
VP Association Services

The Third Key to Highly Effective Selling

2011-09-07T08:27:00.000-04:00

3) Ask the Right Questions and Actively Listen

A “consultative” salesperson differs from the average salesperson by becoming an advisor and an expert to your customer. It means asking questions and helping a customer make wise decisions based on their needs versus traditional sales approaches that can feel pushy to the customer. The employee may still be doing much of the talking, but they are strategic in asking questions and listening actively. Open-ended questions get the customer talking, sometimes even selling themselves. Would that make things easy!?

“To serve one must listen to almost anything without losing one’s temper or self-confidence.” -Robert Frost

Another trademark technique is more of a traditional approach, hard-closing. These techniques are used to capture the sale and essentially coerce the customer to commit to something. This practice is more commonly used by sales people in an effort to close a one-time sale, where less care is place on the long-termrelationship with the customer. When using a consultative sales approach, you look after your customer’s best interest. Once you know what matters most to your customer, you can sell based on the values they care about. Understanding your customer’s needs and wants allows you to better “personalize the offer.” Skilled and successful salespeople who use a consultative selling approach build a rapport and long-term relationship with their customers.

Now that you understand what it means to take the consultative approach to selling, we must pay attention to the way we phrase questions. It is about learning from or qualifying the customer in order to provide the best service possible and then recommending as much product as is appropriate. Secondary is the ability to hear, listen and understand what is being said by the customer and to know how that relates to what you have to offer. Successful salespeople understand that getting their customers to talk and offer information about themselves is one of the most important skills they can master. There are three key questioning techniques that help us extract information in a conversational manner:

Open-ended questioning allows for a variety of responses from your customer. This type of questioning injects a conversational and “personal tone” into the interaction. Inquisitive and curious in nature, open-ended questions begin with the words who, what, when, where, why and how.
Probing questions are also open-ended and utilize the 5 w’s and how. However, this type of questioning is built upon the answer to the previous question. Probing questions are a tool used for extracting more information about a topic. They show that you are not only hearing your customer’s response, but that you also understand and care.
The final piece in the questioning trio has a definite purpose, to steer a conversation back to the task at hand (selling) or to ask for the business (be willing to go for “No”). Close ended questions allow for control of a conversation and are best used during restating for trial closes.

When you are actively listening, the customer will feel acknowledged in the conversation. Be conscious of how your tone affects the believability of your response. Ensure that you have identified the basic needs of the customer and review if necessary the details of what they are after. This is one way to let your customer know that you are actively listening and that you will meet their needs. If you need to ask clarifying questions to get specific details, don’t be afraid to do it. It shows both humility and interest.

Remember, to show the customer you are actively listening: restate, let them talk, utilize the 5w’s, build the relationship, use their name, display curiosity and be purely interested. The more you can incorporate these tips into your conversations with the customer, the more they will notice that you are in fact listening and ready to help.

Using the 5 w’s, gather information about the customer. Restate facts for clarification and then make sure that what you communicate in a way that satisfies what they want. Remember, you are a consultant in the eyes of your customer. You will consult with them about their needs and find ways to get them what they want. They found you, they came to your place of business, and they want to spend their money.

Free eBook - The 7 Keys to Highly Effective Selling

ContactPoint NGA WDDA

New Communication Tool for RRP Implementation

2011-09-05T08:30:00.000-04:00

This message about a new communication tool for RRP implementation went out to the EPA’s email list on 9/1/2011.

In an effort to enhance outreach and communication, EPA will soon begin to use a new communication tool, called GovDelivery, to disseminate information and updates about the Lead Renovation, Repair and Painting (RRP) program. We plan to begin sending out messages using this new tool within the next week and we invite you to sign up. You can subscribe yourself or others by visiting http://service.govdelivery.com/service/subscribe.html?code=USAEPA_426.

The intended audience for this tool is the RRP industry (including renovators, trainers, etc.). For that reason, much of the information will be regulatory or technical in nature. However, it is an open list and anyone is welcome to subscribe.

GovDelivery is a communication tool for EPA to notify interested parties about the RRP Program; it is not a discussion tool. If you have specific questions about information provided via GovDelivery, please continue to call the National Lead Information Center at 800-424-LEAD (5323) or your existing contacts (EPA regional offices, etc.) to get more information.

We will keep you informed of additional program developments as needed. Make sure you sign up so you can stay informed.

Come See Us at GlassBuild!

2011-08-31T08:30:00.001-04:00

GlassBuild America is less than 2 weeks away – it’s time for you to plan your week. With meetings, booths, networking, and educational offerings, you have a lot to choose from. Make time to stop by and visit the WDDA and NGA!

Do you have questions about how the WDDA can help your business? Do you need more information on the WDDA's money saving and profit building services? If so, we'd love to meet you! Stop by Booth #1015 to learn about the WDDA - and to join for just $250.00.

If you have questions about the value of NGA membership, make time to stop and visit us at Booth #1015. This year we will be joined by two of our partners, UPS and Electronic Data Payment Systems, so that you get firsthand information about your membership benefits. Stop by Booth #1015 and enter for a chance to win an NGA price pack.

If you haven’t registered to attend GlassBuild America: The Glass, Window & Door expo, there is still time. Visit the GlassBuild site to register or view a complete schedule of events:http://www.glassbuildamerica.com/regpackages.htm

We’ll see you in Atlanta!

GlassBlog: A good return on investment

2011-08-29T09:21:00.013-04:00

At the NGA and WDDA, we are all getting ready for GlassBuild America - it's just 2 weeks away! Read more about GlassBuild, and what you can get out of it on this week's GlassBlog.

As most of you know, GlassBuild America is right around the corner. This is the glass industry's one event that brings everyone involved with glass — glaziers, fabricators, manufacturers, dealers, etc. — together in one location. If you've never been, then this is the year to come. Let me share a few reasons why.
First, the cost is more practical than ever. Have you seen the price of flights to Atlanta? Not to sound like a used car salesman, but they're insanely low. A couple of the big travel sites (Yapta, Kayak, etc.) let you track the historical price of flights, and when you run them for Atlanta, they're as low as they've ever been. They've gone down even more in just the last couple days. So, the travel cost can't be an excuse. Go ahead, book a flight. Keep Reading

Questions Every S.M.A.R.T. Manager Should Ask

2011-08-24T08:28:00.001-04:00

Sales managers (really every kind of manager) can use the S.M.A.R.T. goal setting process to help them be better managers. Questions are a big part of the goal setting process--but more importantly, of the goal-achieving process. Start by exploring what is working and what needs improvement. Ask for feedback from your team. Some good questions that you should answer are these:

Why is your work meaningful and worthwhile? (Note, worthwhile work starts with being important and continues to explore the reasons why the work is worth doing.)
How can this work have more impact for you?
What is great about your company and what you do? How can you share this vision with others?
How is your team great?
What is great about your specific job?
What is working for you?
What needs improvement?
How do you make the world a better place?
In what ways can you make this fun?
How can you celebrate your successes?

All work can be turned into meaningful work with the correct mindset. Even if your employees are digging ditches or working an assembly line in a factor--they can find satisfaction in doing a worthwhile job if they see the big picture and how their actions and attitudes make a difference.

ContactPoint Solutions NGA WDDA
Free S.M.A.R.T. Manger's Handbook

Increase Profits with Consulting Collaborative

2011-08-22T08:33:00.000-04:00

Consulting Collaborative works with glass and glazing subcontractors year after year so they know what works (and what doesn’t) in industry companies. The NGA has partnered with Consulting Collaborative to provide business development consulting services to increase sales as well as profits and also offer many other initiatives that contribute to achieving a very successful company in the glass and glazing industry.

Consulting Collaborative is continually seeing best practices at companies nationwide and they are up-to-date on today's challenging business environment. Throughout the process, clients will benefit from learning the newest and proven strategic advantages as Consulting Collaborative works to validate the strengths and weaknesses of your company.

Ready to get started? Consulting Collaborative will provide you with a formal proposal including an in-depth explanation of the steps involved. Work with Consulting Collaborative today and receive the benefits for years to come.

Richard Voreis is a contributor to this blog and former member of the NGA Board of Directors. You can contact him directly at 214-361-2130 or rdvoreis@mindspring.com.

August News & Links

2011-08-17T08:29:00.003-04:00

Gearing Up for GlassBuild America. Industry to gather in Atlanta with companies looking to position themselves for recovery
Surviving this year? 2011 Glazing Executives Forum presents its annual economic forecast from Jeff Dietrich of EcoTrends.
Glass Magazine’s GlassBuild America 2011 product preview.
Go Back to School with the NGA! MyGlassClass.com has courses on Auto Glass, Flat Glass, and Window & Door including include standards and regulations, best practices, product design and selection, performance requirements, and more.
Champion Management is an award-winning PR agency that specializes in driving positive exposure for mid-sized companies. Let them help you grow your business.
Auto Glass Week™ is the auto glass event of 2011 with all the major auto glass groups coming together to bring you one great meeting. Make sure to stop by Booth #311 to learn about all the NGA has to offer - including certification, training, and membership discounts.
New Glassblogs! Lessons from the pit crew: Maximize efficiency to maximize service and From the fabricator: A word of caution
ContactPoint Solutions brings you the First and Second Keys to Highly Effective Selling.
Consulting Collaborative works with glass and glazing subcontractors throughout the United States and can provide you with “Best Practices” that will have a major impact on your business.
Welcome new NGA members!
Gearing Up for GlassBuild America: Industry to gather in Atlanta with companies looking to position themselves for recovery
Join Gene Marks at the Window & Door Dealers Forum as he explains the meaning behind today’s numbers, the trends in Washington, the new technologies coming on the market, and where he expects tomorrow’s opportunities for the business community to be.
Join the WDDA in 2011 for just $250. See what we can do for your business.
We are the only provider of InstallationMasters training online. Visit www.mywindowclass.com to get started today!
'Bigger is Still Better' in Luxury Market. Manufacturers see continued growth opportunities for high-end products, particularly wide-opening doors
Check The Talk every week for insight into the window and door industry.
Welcome new WDDA members!

What news did you think was most important in August? Share it in the comments!

Surviving this year? Our Educational Forums can Help.

2011-08-15T11:38:00.001-04:00

The past few years have seen financial crisis followed by a tepid recovery. Sweeping regulation has affected banking, healthcare, construction and other industries. The stock market has experienced wild fluctuations. Technology continues to change. The value of our currency takes a significant swing on an almost daily basis. Taxes are creeping up. Unemployment remains stubbornly high. Markets which were once robust are now stagnant. And new opportunities are rising from the ashes.

Where is the economy heading? What are these opportunities? Where will new markets emerge? And how do smart business owners and managers adapt and thrive in the face of these political and economic challenges? Wouldn’t it be great if you could gain insight into the construction, glass, and window & door industries? The 6th Annual Glazing Executives Forum and the 2nd Annual Window & Door Dealers Forum, September 12-13, 2011 in Atlanta, will have some answers.

Join Gene Marks at the WDD Forum as he explains the meaning behind today’s numbers, the trends in Washington, the new technologies coming on the market, and where he expects tomorrow’s opportunities for the business community to be.
Economist Jeff Dietrich of EcoTrends will deliver his annual economic forecast at GEF. Dietrich speaks directly and flavors his presentation with humor and keen insights. His forecast is an annual highlight , and it’s a presentation you need to hear.

If you attend either forum, you get access to the GlassBuild America tradeshow floor - so you can continue to meet, network with, and learn from the industry. View complete details and register today.

See you in Atlanta!

Arrive at Action Plans Jointly

2011-08-08T09:59:00.002-04:00

Arrive at the Action Plans for employees jointly. In other words, don’t force your Action Plans on the employees, but instead, encourage each of your employees to develop their own Action Plans in support of the company’s Top Priorities.

This basic commitment acts as a self-motivator and immediately establishes buy-in on the part of the employee. If it’s their idea, then the power of human nature will take over and the Action Plan will be accomplished. This “fact of life” is extremely important!

As a manager you can and in some instances you should influence and “fine-tune” Action Plans, but ultimately it is best if it is their idea rather than yours.

Also, you should always discuss each employee’s Action Plans with them personally in a face-to-face private meeting. Because mutual commitment is important, too!

Richard Voreis Consulting Collaborative

Money Saving Trick: Health Insurance

2011-08-03T10:38:00.000-04:00

The WDDA and NGA have partnered with Core Health Insurance to provide members with limited medical indemnity plans which are designed and priced to help people gain access or save money on healthcare. Core Health Insurance provides coverage for your everyday healthcare needs. Plan options can include:

Doctor Office Visits (adult and child)
Wellness Visits (adult and child)
Hospital and ICU benefits
Emergency Benefits
Surgery and anesthesia benefits
Accident medical expenses and more
Single or Family coverage
Freedom to choose any provider (Doctor, Hospital)

Looking to save money, gain access to medical insurance, or supplement your current major medical plan? Plans start as low as $94 per month.

These plans are "Guaranteed Acceptance**" and do not require medical questions or exams to qualify.
Save money by supplementing current Major Medical Plan - If you have a major medical plan you can save money by increasing your current plan's deductible (out of pocket). Then take advantage of the Core Health Insurance Plans value for your basic medical needs. For example, the "Value Plan" covers office, wellness visits, x-ray/lab and accident benefits.
Often time's access to major medical coverage is restricted because of its higher cost. In such situations, Core Health Insurance is a valuable option.

Get Started today!

** Based on eligibility (age and state availability)

The Second Key to Highly Effective Selling

2011-08-01T11:25:00.000-04:00

Take the Lead. There is a delicate line between aggressive and assertive. A salesperson that is of the “consultative” mind will assert themself and take the lead. Remember, we are assuming that because this customer has called you or come into your place of business that they WANT to do business with you. Why else would they be there?

You may be curious, what does “take the lead” mean? To take the lead, we must assert ourselves as a consultant to the customer by expressing our knowledge so that the customer knows that you are the expert and they need not look any further. Believe it or not, most people like to be lead. It makes things simpler and easier.

A good phrase to accomplish asserting yourself as the expert, and taking ownership of your next sale, is to simply state to the customer or potential client, “I can help you with that!” Remembering what was discussed previously in the first key to highly effective selling, your tone must absolutely convince the listener that yes, you can and will help them. They do not need to go anywhere else to get what they need. You now have their business.

The next step in taking the lead is to be sure to capture details that will let the customer know that you truly care. Be sure to ask the customer their name and use it when communicating with them. Now that they know that you will help them and that you know them, they are willing to give you a chance. Part of preparing for the phone call or your next face-to-face sale is to be sure to take notes and write their name somewhere you will see it stand out.

“Names have power. When spoken with respect, our names provide us with a sense of belonging.”
-Norman Vincent Peale

After you have taken note of their name, attention to detail is always a nice follow up. If the name is uncommon or difficult to pronounce, ask them how they say it. This shows respect by calling them as they would like to be addressed.

When talking to the customer the person that is taking the lead will be sure to note the objectives and basic needs of their customer. Restate their objectives and basic needs to them, using their own words so they recognized that you are asserting yourself and producing what they want. This technique will also show the customer that you are in fact listening and giving them the attention that they are after. The customer wants to buy, that is why they are there. They came to you.

The last thing to remember when taking the lead is contact information. If you don’t close it right then and there, be sure that you schedule a follow up, gather their information and set a time with them. If you need a moment to look into other questions that they have or if there are objections that are stopping you from giving them what they came for, it will make the ability to sell to them more fluid if you schedule a time to follow up. In this situation, it is wise to immediately take notes about the experience and remember as much detail as possible. That way you can call into remembrance the next time you see them any quirks or specific things they were looking for. This will help you build the relationships with your customer. Being prepared will give you the confidence you need and show that you have taken the lead to fulfilling the sale.

ContactPoint Solutions NGA WDDA

Free eBook - The 7 Keys to Highly Effective Selling

The First Key To Highly Effective Selling

2011-07-27T08:07:00.003-04:00

Attitude Is Everything. One of the principles to a successful customer interaction is to build a relationship/rapport with the client or customer.

“It’s not so much what you say, but how you say it that counts.”
– American Psychological Association – Research Report

Believe it or not, what you are feeling inside is often unconsciously revealed on the outside through the tone of your voice. Try this exercise: Think about something that makes you unhappy. Okay, now that you are thoroughly in a bad mood say out loud “How can I help you?” Notice the tone and the energy of your voice. Is it welcoming and inviting? Now let’s try it another way. Think of something that makes you VERY happy and repeat the same phrase. Notice the huge difference in sound and energy? Especially over the phone, the tone of your voice is the biggest indicator to the person listening. Learning to reflect a positive attitude; is the mindset of a “closer”. When your tone is friendly and reassuring, it is hard to think negatively about the experience. You begin with the intent to close this sale and provide the service necessary to make it happen.

An effective way to ensure a positive tone is to actually smile while you are talking. Make a smile come through the phone or smile while you speak. Don’t only wear that smile but speak in a way that the person listening can “see” your smile. Always consider the alternative perspective. If you were the one listening, would this sound pleasant? Would YOU want to interact with YOU?

Another way to facilitate a positive attitude over the phone is to make sure you are well prepared. If you are flustered and disorganized, this will not help your quest to provide the customer with optimum service. Also, maintain good flow in the conversation and avoid speaking over the customer. Make notes before your call to stay organized and do any additional research before picking up the phone. This level of control conveys confidence in your ability to serve them.

These same principles apply for face-to-face interactions. You don’t have to be a good actor to provide excellent customer service. Find reasons for motivation every day. Set goals for yourself and maintain a positive attitude. But most of all, believe it! You can do this, even if you hear no’s. Don’t be afraid to dream big and go after what you want. With an upbeat attitude and finding happiness in what you do, your tone will become naturally positive. Although you may not be able to prepare for an impromptu presentation, do your homework. Make sure that you know the ins and outs of the product you are selling. Practice presenting and don’t be shy.

The last key in face-to-face presentation is not to lie. Many sales people make the mistake of being a “know-it-all” and they feel like fluffy white lies make them look better when in reality, it is hurting their cause. Customers can usually spot a stretch of the truth and that diminishes the salesperson’s ability to the gain trust of the customer. It will also affect your tone. Be confident in owning what you know and then tell the customer that you will do everything you can to find the answers if you don’t have all the facts up front.

FACT: 86% of all communication interpreted over the phone is based on tone of voice. Only 14% is based on the words we choose. Tone conveys our confidence level and communicates how we feel and what we believe.

The ability to express a pleasant tone over the phone and in person is directly related to the attitude we have going into a call. Be prepared, organized and confident.

ContactPoint Solutions NGA WDDA

Personal Training and Development

2011-07-25T08:15:00.002-04:00

As I travel around the country during the last several years and talk to glass and glazing subcontractors as well as many other types of businesses one of the biggest challenges I see is getting skilled and experienced employees in both office and field positions. When the building construction economy was strong this need was especially urgent. It’s predictable, it will happen again!

In that regard, make sure you have the following implemented within your company:

Orientation and Basic Training for New Employees
Advanced Training for Veteran Employees
Establish Employee Specific Action Plans for Training

It’s a proven fact, training results in continuous improvement for the company and for your employees. The most successful companies focus on employee development.

Richard Voreis Consulting Collaborative

News & Links for July

2011-07-22T09:24:00.001-04:00

Victory! EPA will not impose the lead clearance rule.
Network with your peers and the who’s who of the glass industry at the 2011 Glazing Executives Forum.
Excitement is building for GlassBuild America, and with our hotels filling up, now is the time to get on board!
Network and Learn at the Window & Door Dealers Forum September 13 in Atlanta. Join or renew your WDDA membership and attend the forum for free!
Core Health Insurance (NGA/WDDA) provides limited medical indemnity plans which are designed and priced to help people gain access or save money on healthcare. Core Health Insurance provides coverage for your everyday healthcare needs.
The NGA and WDDA serve all aspects of the glass and window and door industries - and for businesses of all sizes. Find the program that is the right fit for you and get started today.
NGA and WDDA members can save 20% on terminals or set up fees with Electronic Data Payment Systems in the month of July! Contact them at 866-578-9740.
FMI provides an online compensation benchmarking tool to NGA members. Compensation Interactive is an online database with accurate up-to-date compensation data for general and specialty contractors.
Windshield removal and replacement instructions for the 2010 Porsche Panamera, 2011 Honda Element, and the 2011 Nissan Titan.
Glass in the making: A behind-the-scenes look at decorative glass fabrication processes
Don't let past due accounts go on vacation.
We are the only provider of InstallationMasters training online. Visit www.mywindowclass.com to get started today!
An Industry Veteran Shares His Thoughts on LinkedIn and More.
Check The Talk every week for insight into the window and door industry.
Welcome new NGA members and new WDDA members!

What news did you think was most important in July? Share it in the comments!

Online Compensation Benchmarking for NGA Members

2011-07-20T08:15:00.001-04:00

The National Glass Association has partnered with FMI to provide an online compensation benchmarking tool to members. Compensation Interactive is an online database with accurate up-to-date compensation data for general and specialty contractors.

By using the tool, company executives can benchmark compensation information by employee level, job title, geographic region, revenue level, and more. Participating companies can use the tool to enter their own data and benchmark against other firms in the industry.

“Knowledge is power and we’re thrilled to extend this opportunity to our membership so that they can use this information to better their businesses,” noted David Walker, Vice President of Association Services. “We’ve worked with FMI in the past to support the Glazing Executives Forum and the Glass Management Institute and can say with confidence that their work is top-notch.”

FMI is the largest provider of management consulting and investment banking to the engineering and construction industry. To learn more about the tool and see a sample report, visit www.compensationinteractive.com. Be sure to mention that you are an NGA member.

Don't Let Past Due Accounts Go On Vacation

2011-07-18T08:30:00.002-04:00

We're now into July, and many people are wrapping up loose ends and starting to think about their summer vacations. In the US, over 65% of the work force takes some vacation time between Independence Day and Labor Day. Vacations are fun. Vacations are escape. Vacations are rejuvenation. Vacations are also expensive. Everyone has been pooling their funds because they know that Disney will suck the money out like a vacuum.

Everyone spends way too much money, but they don’t stress about it. They tell themselves “Hey, I’m on vacation”. They don’t give the money spent a second thought. They don’t worry about it. Vacations are no worries. All worries are left at home. They’ll worry about those things when they get back . . . . . maybe.

Things like your past due bill.

The vacation mantra is “Eat, drink and be merry”. The problem is that your debtors are going to be eating, drinking and causing merriment with the money that they owe you. You’ve worked too long and too hard to stand idly by while your debtors spend your money (money that should be in your pocket NOT theirs) on $7.00 hot dogs, overpriced tacky doodads and novelty hats and t-shirts that are worn only once.

You need that money so you can buy all that stuff. Think about your own schedule and your own office. During the summer, don't you find it more difficult to connect with others due to their vacation schedules?

Now is the time to be proactive about your collection efforts. Don't chase your slow paying accounts all summer long. You know the excuses - `We promised to take the kids to Disney' or `The person who signs the checks won't be back until next week`, etc. Take a long look at your aging report and do something now to get those accounts paid. Catch them before they head out and you fund a week or two of someone else's fun, rest and relaxation. Catch them when they have that big pool of vacation money.

It’s a win-win situation. You get your money back so you can better enjoy your own family vacation. And you give your debtors one less thing to worry about when they get back from their trip.

Brian A. White
Senior Cash Flow Consultant
Transworld Systems NGA WDDA

Victory! EPA Not Imposing Lead Clearance Rule

2011-07-15T15:12:00.004-04:00

How about some great news to wrap up the work week?

The EPA just announced that they will not impose the lead clearance rule the WDDA has been fighting for several months. The WDDA made this battle a top priority and organized industry leaders to attend a White House meeting with OIRA officials in order to present the industry case against the regulation. We increased our influence with follow-up meetings, calls to action, and the submission of compelling data and anecdotal information.

In the end, we prevailed. This is a major victory for the WDDA, our sister associations, and the window and door dealer industry. We have all worked tirelessly to stop this onerous and unnecessary regulation.

Congratulations and thanks for your support for this policy initiative. Thanks also to the professionals at the EPA and the Administration who supported our industry with this decision. Please visit www.wddalliance.org for more information.

David Walker
Vice President

Focus on Quality

2011-07-13T09:39:00.000-04:00

Focusing on quality means:

Quality People
Quality Products and Services
Quality Project Management
Quality Training
Quality Top Priorities of the Company
Quality Employee Action Plans

In any of these quality criteria, when you improve quality you will also improve results and ultimately improve the overall performance of your company.

Are you satisfied with the quality of your people, services, project management, employee training, annual company top priorities and the quality of the employee Action Plans that support the company top priorities?

If not, get back to me and I’ll tell you how to upgrade your quality.

Richard Voreis Consulting Collaborative

Serving All Industry Segments

2011-07-11T11:02:00.001-04:00

At the NGA and WDDA, we serve all aspects of the glass and window & door industries. Right now, we have programs targeting all of you:

Architects Forum
Combining educational programs, candid interaction, and professional networking, the Forum will offer fresh perspectives on how design, collaboration, and leading technologies interact with the glass industry. I urge you to attend this groundbreaking event. Please review the online brochure and make plans to gather with your peers. Register today!
Auto Glass Certification
NGA members pay just $69.00 to take a certification exam online. NGA members who register groups of 10 or more pay only $59.00 per exam. If you register any of your technicians for the Auto Glass Technician, Master Auto Glass Technician, or Auto Glass Repair exams July 11-31, 2011, you will register to win a free certification exam.
Auto Glass Week
Auto Glass Week™ 2011 is right around the corner this upcoming September 15-17, 2011 at the Memphis Cook Convention Center and Memphis Marriott Downtown. If you haven't already registered to attend, you need to register now.
Glazing Executives Forum
The Glazing Executives Forum is based on the fact that we’re more effective together than we are apart. Most of the critical issues in the glass and glazing industry are ones we all face, and together, we can find solutions. Whatever happens in your business – issues with suppliers, employees, or the economy – someone else is going through it and can help you. View the agenda and register today. We look forward to seeing you in Atlanta on September 12.

Window & Door Dealers Forum
When you attend this year's Window & Door Dealers Forum, September 13 in conjunction with GlassBuild America in Atlanta, you will have the opportunity to network with and learn from others in the industry. The 2nd Annual Forum features speakers on two of the most critical issues facing dealers: risk and opportunities for growth.
View the agenda for more information and register today.

MyGlassClass.com
MyGlassClass.com is designed for Architectural/Flat Glass, Auto Glass, and Window and Door companies as an affordable resource for improving worker skills, enhancing workplace safety, achieving professional certification, and complying with training requirements. Get your employees trained by the best in the industry.

Let us know if you have any questions about our programs - akirkman@glass.org or akirkman@wddalliance.org. We look forward to serving you.

Free Marketing Webinar for NGA Members

2011-07-06T09:27:00.000-04:00

To thank our members, we invite you to attend the NGA’s Maximize Your Internet Marketing Efforts webinar for free!

Think you don’t need to advertise on the Internet? Think again. Most consumers choose the Web as the first place they look when seeking out new services, yet most businesses neglect this crucial marketing channel. Frank Reed of LocalBasix will join us July 13 at 2 pm EST to share the best ways to maximize your efforts on the web and draw business into your shop. LocalBasix consults with small and medium businesses to help them learn, understand, and navigate the quickly changing world of internet marketing.

For more information, call 703/442-4890 ext 182.

Register Today!

LocalBasix consults with small and medium businesses to help them learn, understand, and navigate the quickly changing world of Internet Marketing. LocalBasix is prepared to train and empower your business by giving you insights into search marketing, social media, blogging, mobile and more.

Each engagement is customized to meet you at your level. The goal? To make sure that valuable marketing resources are being used to help your particular business the most.

NGA members get 10% off of the hourly consulting rate. As a member, you will pay just $135.00 per hour!

5 Ways Great Managers Give Feedback

2011-06-29T09:00:00.010-04:00

Managers have to give feedback. If you want your business to continuously learn and grow, you need to use feedback as a tool. The question is, how do you give that feedback? What do you say to an employee who is struggling? Pretend you want an employee to be more professional. You want him to try smiling when talking to customers. He was trying, but kept forgetting. Or, perhaps, his work is plagued by mistakes and followed by customer complaints. How do you approach the situation?

Opinions don’t matter – analysis does

Basing observations on what has worked in the past, or in a similar situation, is a good way to give analysis. Analysis is a lot more difficult to give than an opinion because analysis isn’t personal. Opinions can be offensive, and make an employee defensive. Sound analysis, however, is easier to absorb. It takes the discussion from “personal” to “factual.”
Say the right thing at the right time. If an employee is doing several things incorrectly, it’s a good idea to let them know that several things can be improved, but pick just one to work on for now. Trying to change more than a couple of things at once becomes overwhelming for anyone. Also, experiencing success in one area gives individuals confidence to press forward and continue improving.
Focus on the positive. Be sure to point out what the employee is doing well. Being positive about someone’s work makes them, and you, feel good. It psychologically puts both of you on the same side of the table and helps make changes easier.
Put yourself in the other person’s shoes. Looking at things from a different perspective opens up a wider range of solutions. It will also help you communicate those solutions.
Experiment. Try something new to break up the monotony. A bored employee is an employee who makes mistakes.

As you implement the above suggestions, your feedback will improve. Closely observing a situation can reveal small changes that may make a huge impact. For example if you notice a technician struggling to talk to a customer, you might suggest he focus on what he knows about your products or on asking open-ended questions to a customer.

Receiving Feedback and Improving 1% Everyday

Just as giving feedback is a skill, so is receiving it. Even if the feedback is correctly given as analysis, it can still feel personal to the person receiving it. It is difficult to be told you are doing something wrong. But, when feedback is given without criticism, it increases the chance that positive changes will take place. And make sure to remember, without feedback there would be no improvement.

As an employee, view feedback as an opportunity to improve and get better. You know you aren’t perfect. In fact, you probably know precisely what your strengths and weaknesses are. Feedback is simply a way for a superior to help you make changes.

You are probably familiar with Thomas Edison—he completed over 3,000 experiments in order to perfect the incandescent light bulb. He was using feedback, not failure, as his benchmark. This is the same principle in business today. With feedback everyone improves. Working on the feedback and making small, incremental improvements each day results in huge improvements within just one year. A 1% improvement each day produces a 3,700% improvement over a year.

Feedback given and received correctly = many small improvements. And small continuous improvements make a BIG difference.

ContactPoint Solutions NGA WDDA

The Value of Earned Media

2011-06-27T09:35:00.000-04:00

Are you reaching your customers, and potential customers, in the most cost-efficient manner? Are you pouring marketing dollars into advertising that may not be delivering enough bang for your buck? The NGA and WDDA understand the value of "earned media" -- favorable publicity generated by non-advertising such as public relations.

Champion Management - a partner of the NGA and WDDA - specializes in providing marketing and PR support to small- and mid-sized businesses that need outside expertise to support new product/service launches, lead generation, increased awareness and/or improved branding/image with contractors or the consumer public.

We offer a package of services exclusively for members - tailored to the specific needs of glass and window & door companies. Champion can also customize services to address your unique market challenges, starting with a comprehensive strategic assessment of your marketing/public relations approach. Those services will be discounted at least 25% for members.

Contact me to get started today. Be sure to tell me you are an NGA or WDDA member to secure the special rate.

Ladd Biro
Champion Management WDDA NGA

Ladd Biro is president of Champion Management LLC, a leading marketing and public relations agency. For more information about the NGA’s new PR services offered through Champion, please email lbiro@championmgt.com or call 972.724.3039.

Focus on Your Customers' Needs

2011-06-22T09:56:00.002-04:00

How are you doing answering my questions from last month? Did you answer them? If not, you’ll need to answer these questions so you can take advantage of what I’m sharing with you in the blog posting and several more to come your way.

Do your employees have Action Plans that are specific, measurable and time framed?
Are all your employees working toward common company goals?
Are all your employees working on the right things?
Are all your employees on the same page?

For those of you who answered “yes” to these questions, here is the first of several Action Plan guidelines for you to implement: Always focus on meeting the wants and needs of the customers.

Hopefully, everyone at your company recognizes the need to serve external customers like general contractors, etc. If not, you’ve got some basic educating to do. What may not seem so obvious is serving “internal customers”. Internal customers are the follow-employees and the various departments within the company. Serving the internal customers is just as important as serving the external customers. In fact, by serving internal customers it’s easier to serve external customers. That message needs to be conveyed to all employees.

There are many ways to enhance serving internal customers and Consulting Collaborative clients know all of them because we are tell them.

The Second Guideline: Listen to the “Voice of the Client” (Conduct Client Satisfaction Surveys)

If I asked your employees if the company had happy customers, most people would have a definite opinion. They’d say either “yes” or “no”.

However, if your company does not conducted any customer satisfaction surveys, the answers are based upon personal feelings that may or may not represent how the customers really feel. Conducting formal surveys of your customers is essential and they should be conducted on a consistent basis. This means the customer is speaking; thus, the term “Voice of the Customer”.

The “Voice of the Customer” satisfaction survey can be conducted via the telephone by a knowledgeable representative from the company. Phone surveys (as many in-person surveys as possible) are the best way to get input and to insure input is received. Mailed surveys will result in less than a 10% return rate, whereas phone or in-person surveys will essentially be 100%.

Richard Voreis Consulting Collaborative

Creative Marketing for Small Businesses

2011-06-20T10:55:00.003-04:00

I just read an article in Fast Company that got my attention: Creative Marketing for Mom and Pop Shops.

Effective branding and communication does not need to cost a gazillion dollars. It does, however, require a whole lot of creative thinking, great storytelling skills, and, of course, you’ve got to be doing a great job and offering impeccable service. With that in mind, here are three real examples of businesses that found creative solutions to their marketing problems.

No matter the size of your business, the glass and window & door industries have felt the impact of the economy over the last couple of years. Have you changed your marketing strategy to creatively engage your customer base?

The NGA and WDDA would like to help you engage your potential customers. We've partnered with three companies that can help you get the word out about your business (and you get a discount if you're a member):

Champion Management NGA WDDA
Are you reaching your customers, and potential customers, in the most cost-efficient manner? Are you pouring marketing dollars into advertising that may not be delivering enough bang for your buck? Champion Management has public relations services that can help you find your customers.
LocalBasix NGA WDDA
LocalBasix consults with small and medium businesses to help them learn, understand, and navigate the quickly changing world of internet marketing. LocalBasix is prepared to train and empower your business by giving you insights into search marketing, social media, blogging, mobile and more.
Marketing Pilgrim NGA WDDA
Can your customers find your business on Google? Are your competitors number one on Google, while your site languishes on the fifth page of results? Marketing Pilgrim can help you boost your web presence today with expert online reputation management.

Already have a creative strategy? Let us know what you're doing!

June 2011 News & Links

2011-06-15T09:31:00.000-04:00

Here's what NGA and WDDA members (and the industry) should know this month.

Connect with the industry on a local level by joining your local Chapter.
YKK AP America Inc. Sponsors 2011 Glazing Executives Forum.
Register for GlassBuild America today for your chance to Win a Three Night Stay at the Omni CNN Center!
An Industry Veteran Shares His Thoughts on LinkedIn and More.
Getting Started: The Basics of Credit Card Processing for Small Businesses.
NGA’s Glass Management Institute is comprehensive management training for glaziers. Why aren't you registered?
2011 Top 50 Glaziers: Challenging market conditions translate into decreased sales for most top U.S. glazing companies.
If you join the WDDA by August 31, 2011, or renew your 2010 WDDA Charter Membership, your company will receive one free registration to the 2nd Annual Window & Door Dealers Forum – a $185 value.
Auto Glass Week™ 2011 is right around the corner. If you haven't already registered to attend, you need to register now.
NGA and WDDA Members save up to 26% off UPS Express air and international shipments and a minimum 70% discount with UPS Freight on qualifying LTL (Less-Than-Truckload) shipments. Enroll Now.
NGA Membership Survey: Help Us Serve You
If ever there was evidence of the need to be vigilant on a policy issue, this is it: The EPA has placed review of the RRP issue on the fast track.
MyWindowClass.com is the only provider of InstallationMasters training online. Get started today!
Delivering Energy Efficiency with Style: With Energy Star almost a given, manufacturers put more focus on the look of their windows.
Check The Talk and GlassBlog every week for insight into the window and door industry.
Welcome new WDDA members and new NGA members!

What news did you think was most important in June? Share it in the comments!

Getting Started: The Basics of Credit Card Processing for Small Businesses

2011-06-13T09:00:00.029-04:00

Have you ever been overwhelmed with the thought of making a change for your small business? The idea of accepting credit cards can seem like a difficult change for small businesses that have only accepted cash and checks as a form of payment. Although it may seem like a complicated topic, it is important to take a look at it in bite size proportions.

Paying with a credit or debit card for most customers in America is easier than having cash on hand. Customers prefer to pay for items and services with either a credit or debit card. This grants them the ease and convenience of payment flexibility. Before your business decides to accept credit cards, it is important to have an understanding of how the payment processing industry works. Let’s take a look at the basics of credit card processing and answer some of the questions you may have.

What is PCI DSS? (Payment Card Industry Data Security Standards)
“PCI DSS” is a major buzz word in the payment industry right now. Many small business owners are wondering how this standard will impact their business. The PCI Security Standards Council was established in 2001 by American Express, Discover Financial Services, JCB International, MasterCard Worldwide and Visa, Inc. The primary goal of this council is to protect cardholder information. The council has defined six goals and 12 corresponding requirements that any business of any size is required to adhere to when accepting payment cards.

What Happens Behind the Scenes When a Customer Pays With a Credit Card?
The credit card network consists of a couple of primary players. The process begins when a card issuer provides credit or debit card to the customer. The main card issuers are Visa, MasterCard, American Express and Discover. When the customer pays with a credit or debit card in a store, the card information is gathered, either by swiping the card through a terminal, entering it into a gateway or keying it into a terminal.

The authorization system receives the card information and either approves or declines the transaction and notifies the merchant through the terminal or gateway. All of the day’s transactions are sent to the settlement system and the movement of money from the cardholder’s credit card account into the merchant’s bank account begins. The money from those credit card transactions is deposited into the merchant’s bank account within 2 business days.

How Are My Rates Determined?
The most important thing to understand with regard to pricing is that the credit card processing rate structure is based on risk. The more information that is provided to the authorization system, the more likely you are to pay a lower rate. There are two main account types used in setting credit card processing rates: Retail and MOTO/Ecommerce. Retail accounts are for businesses who see their customers and are able to swipe their customers’ cards the majority of the time. Retail accounts are generally the lowest priced accounts, as the maximum amount of cardholder data is captured through the magnetic strip on the back of the card. This reduces the risk associated with the transaction and allows for a lower rate structure.

The other account type is MOTO/Ecommerce. This works best for businesses who will not see the customer the majority of the time and will be keying the card information into a terminal or gathering information through a shopping cart. Since the magnetic strip on the back of the card cannot be read, a minimal amount of cardholder data is captured and transmitted to the authorization system. As a result, transactions under this account type usually have higher risk and higher rates.

How do I understand the fees on a statement?
Each month, you will receive a statement reflecting the previous month’s activity. Credit card processing rates are often found to be confusing. Here are some miscellaneous fees that may be found on your monthly statement:

Annual fee
Monthly statement fee
Visa authorization fee
MasterCard authorization fee

It is important to watch out for a processor that lists the total discount expense without breaking down the associated fees. Also make sure that all fees were fully disclosed and explained to you. Some fees to question are:

Monthly minimum fee
AVS fee (Address Verification Service)
CVV fee (Card Verification Values)
Supplies fee
Batch fee
Customer service fee
Terminal support fee
Merchant club fee
PCI DSS Compliance fees

Now that you have a better understanding of credit card processing, when is the best time for your business to accept credit cards? The answer is simple; when you believe it will improve your business. Accepting credit cards may help to increase your number of customers, average sale amount and cash flow. One way to help you determine if it would impact your business is to ask your current customers. Asking your customers can be a perfect and simple way to see if they would take advantage of this form of payment for your business.

Go with the NGA and WDDA endorsed provider

Electronic Data Payment Systems has been providing comprehensive payment processing solutions, valuable educational material and excellent service to NGA members since 2008. All members are entitled to receive a complimentary savings analysis illustrating the savings available through this exclusive program. To learn more about the NGA member credit card processing program and other services available to NGA members, call 866.578.9740 or visit us online at www.edpaymentsystems.com/partners/NGA or www.edpaymentsystems.com/partners/WDDA.

Already accepting credit cards?
Fax your statement to 866.528.3854 and a National Enrollment Specialist from Electronic Data Payment Systems will contact you with the results.

Become our fan on Facebook or follow our blog to learn more about Electronic Data Payment Systems and the credit card processing industry!

Kelsey Tedeschi, Marketing Manager Electronic Data Payment Systems

Auto Glass Week: Register Now!

2011-06-10T15:49:00.002-04:00

We know you're busy, we know you keep meaning to, but the truth is....there is no time left to procrastinate.

Auto Glass Week™ 2011 is right around the corner this upcoming September 15-17, 2011 at the Memphis Cook Convention Center and Memphis Marriott Downtown. If you haven't already registered to attend, you need to register now.

Early-bird registration closes next Wednesday, June 15.

Attendees can save $20 per employee if they register with this discount. Registration is available online at autoglassweek.com/register or call the event management staff at 540/720-5584 and they can mail/fax you a registration form. All registrations must be in by end of day June 15, 2011 to qualify for the early-bird registration discount. Pre-registration fees will apply to registrations receievd on June 16.

Auto Glass Week will bring together all of the major auto glass groups, including the Auto Glass Replacement Safety Standards Council (AGRSS), Independent Glass Association (IGA), National Glass Association (NGA), and the National Windshield Repair Association (NWRA), along with AGRR™ magazine’s Pilkington Clear Advantage Auto Glass Technician Olympics and Walt Gorman Memorial Windshield Repair Olympics. The International Window Film Tint-Off and Conference™ also will be held concurrently. The event is managed by AGRR magazine.

For more information, visit www.autoglassweek.com.

NGA Members: Help Us Serve You!

2011-06-06T08:30:00.000-04:00

At the NGA, we are always trying to improve how we serve the glass industry, and, more importantly, how we serve our members. As part of a new membership initiative, we will be sending out quarterly member surveys. These surveys will help us ensure that we are serving your business the best that we can.

Please take a minute to complete our 10 question survey about your NGA membership. If you complete the survey by June 15 and enter your contact information, you will be entered to win a free registration to one of the NGA's Educational Forums at this year's GlassBuild America in Atlanta September 12-14: Glazing Executives Forum, Architects Forum, or Window & Door Dealers Forum.

Please send us any additional comments at membership@glass.org or call 703/442-4890 ext 190.

Take the Survey Now!

Alyssa KirkmanSr. Manager, Association Services

What are your Social Media Do's and Don'ts?

2011-06-01T09:51:00.002-04:00

At the NGA and WDDA, we try to have an active social media presence. We tweet and post articles on Facebook a couple of times each work day and we post on this blog almost every Monday and Wednesday. Just today I was reading a new White Paper from PR Newswire "Mastering Public Relations in Social Media" and trying to figure out ways we can improve our social media presence (you can sign-up for a free copy of the paper here).

We are always looking at ways to interact with our members on social media, and the list of dos and don'ts in this white paper mention a couple of things that we need to work on. Here's the list:

Do... establish a set of social media principles
Don’t... forget to review/rethink them on a regular basis
Do... collaborate across departments
Don’t... put up too many internal roadblocks
Do... replenish the content flow early and often
Don’t... limit or frustrate transparency
Do... set goals and measure yourself against them
Don’t... be a jerk

How does your social media strategy stack up?

And don't forget to join us on Facebook and Twitter!

Alyssa Kirkman

NGA WDDA

EPA Considers Reforming RRP Rules

2011-05-31T09:40:00.000-04:00

If ever there was evidence of the need to be vigilant on a policy issue, this is it: The EPA has placed review of the RRP issue on the fast track.

As part of a White House initiative to review and curb burdensome regulations throughout the federal government, the Environmental Protection Agency says its Lead Renovation, Repair and Painting Program is slated for "early action." The lead-paint rules are under a "priority regulatory review" intended to yield a "specific step toward modifying, streamlining, expanding, or repealing a regulation or related program," according to EPA's preliminary regulatory reform plan. Continue reading the Window & Door article.

Ever since the EPA introduced the RRP rules, the WDDA has worked to change direction. The WDDA participated with other industry representatives in an EPA conference call in April to give input on the rules and review process. Just last week WDDA members met with Administration staff to outline industry views on the lead clearance testing rule.

These actions, coupled with your letter writing and phone campaigns, are moving the meter our way. While it it is too early to claim any victory, we want you to be aware of this important development.

Thank you for your support. Please visit www.wddalliance.org for more information.

David Walker
WDDA NGA

SMART Goal or DUMB Goal?

2011-05-25T09:11:00.002-04:00

This month's CP3 focused on the 3 things you can remember when setting your S.M.A.R.T. business goals to improve sales. Just like there are SMART goals, there are also D.U.M.B. ones:

Distracting. Make sure that your goals do not stray from the path of success! Goals should be worth while and help close more sale s.
Unmeasurable. Make sure that the effort results in tangible statistics or results that will help you track success and improve sales. Know what your progress is and record it.
Meaningless and Boring. Consider goals that will contribute towards fine tuning your sales training. Make it exciting! Take the time to make your goals worth doing by adding some flavor.

You've probably heard of the acronym, S.M.A.R.T. in association with goal setting. In case you can't recall off the top of your head exactly what this acronym stands for, let's go over it.

S is for Specific: What, Why, Who, Which, Where?
M is for Measurable: Set criteria to measure progress.
A is for Attainable: Set yourself up for success! Don't make it too hard, but a challenge is always more satisfying than an easy task.
R is for Relevant: Will this goal that you are setting REALLY make a difference?
T is for Time-based: A goal without a due date isn't a goal, its wishful thinking. Make a commitment to a deadline.

Kelly Wasden
ContactPoint Solutions NGA WDDA

Educational Forums, Seminars at GlassBuild America

2011-05-23T09:00:00.001-04:00

GlassBuild America is only 4 months away! It's time to start examining the tradeshow floor to see what booths you need to visit and setting meetings with your customers. As you plan to attend this year’s event, being held September 12-14, 2011 at the Georgia World Congress Center in Atlanta, make sure you take a look at the exciting educational programs being offered.

With three full-day forums and two seminars, GlassBuild America will feature something for everyone.

6th Annual NGA Glazing Executives Forum, September 12
A full day of interactive breakout sessions, expert speakers, peer-to-peer sharing and networking. A must-attend event for every glazing professional.
2nd Annual WDDA Window & Door Dealers Forum, September 13
This event features breakout sessions, best practice sharing, top speakers and an informal networking reception. Content will be created and presented by window and door dealers.
1^st Annual NGA Architects Forum, September 13-14
Co-presented by AAMA and the AIA Georgia and Atlanta chapters, this is an opportunity for Architects to learn more about the glass and glazing industry from industry experts and earn AIA credits. This forum includes tickets to both Thursday Seminars.
Seminar: Building Integrated Photovoltaic: It’s Not the Future, It’s the Now, September 14 Moderated by Richard Voreis of Consulting Collaborative, this seminar will look at the numerous applications of solar technology. Attendees will learn about market trends, the challenges and opportunities, integration with curtain walls and other fenestration products and more.
Seminar: Trends in Decorative Glass, September 14
This session will cover trends in the fast-growing and ever-changing Decorative Glass segment. Facilitated by Kris Vockler of ICD High Performance Coatings, attendees will learn the latest issues in Decorative Glass and its potential impact for their businesses. Session information will include the latest information on standards and products.

Attendee registration for GlassBuild America and the educational programs is now open. I'll see you in Atlanta!

News & Links for May

2011-05-18T08:30:00.006-04:00

Here's what NGA and WDDA members (and the industry) should know this month.

GlassBuild America Registration Now Open. Register Today.
Attend Architects Forum, earn AIA units at GlassBuild America® 2011.
New Webinar! IGMA Gas Filling with Randi Ernst of FDR Design on May 24. Learn how glass filling affects the performance of insulated glass units and the methods and materials used in this process.
Guardian Industries, Petersen Aluminum Sponsor 2011 NGA Architects Forum.
Learn more about planning for your business: Specific, Measurable, and Focused Goals and Create Employee Action Plans.
Windshield, and front and rear door glass removal and replacement instructions for the 2011 Audi A4 and 2011 Honda Element.
Check GlassBlog and The Talk every week for insight into the industry
Glass Magazine’s Guide to Decorative Glass is now available!
If you join the WDDA by August 31, 2011, or renew your 2010 WDDA Charter Membership, your company will receive one free registration to the 2nd Annual Window & Door Dealers Forum – a $185 value.
WDDA to Voice Concern about New Lead Testing Rules.
Money Saving Trick: Make Payment Arrangements with Past Due Customers.
Window & Door’s 2011 Dealers of the Year Nominations are due by June 1, 2011.
WDDA and NGA members save on consulting services that will help you run your business and reach your customers.
Welcome new WDDA members! Welcome new NGA members!

What news did you think was most important in April? Share it in the comments!

Create Employee Action Plans

2011-05-16T09:32:00.002-04:00

Annual company goals should be supported by employee Action Plans that hold everyone in the company accountable for success. If you want to establish plans that are effective, result-oriented and motivational, you need to include basic criteria:

Specific goals
Descriptions of how you will measure progress
Due dates and/or time frames

When each staff member has their own specific and personalized plan, everyone works toward common goals. As you start setting up action plans, ask yourself the following:

Are all your employees working toward goals?
Are all your employees working on the right things?
Are all your employees on the same page?

Action Plans tell “how” each employee (management and staff) will impact the success of the company’s annual goals. In other words, what each employee is going to do to make the company successful. Everyone from the top to the bottom of the organization has a role in supporting the company annual goals.

Richard Voreis Consulting Collaborative

WDDA Policy Survey: We need Your Help!

2011-05-10T09:05:00.000-04:00

The Window & Door Dealers Alliance has secured a meeting on Tuesday, May 17, with the Office of Information and Regulatory Affairs to discuss the Lead Clearance Testing Requirements for the Renovation, Repair, and Painting rule scheduled to take effect this summer. WDDA representatives will be asking regulators to stop implementation on the proposed rule.

The WDDA believes this rule would be extremely onerous to the window and door dealer industry and would not deliver the protections it claims. In order to present a convincing argument, we need your help. Please take a moment to take our four question survey. Your input will help us argue our case before the regulators.

Visit our web site for more information: www.wddalliance.org/policy.html. Thank you for supporting the work of the WDDA as we fight to protect your business.

David Walker
VP Association Services WDDA NGA

Make Payment Arrangements with Past Due Customers

2011-05-09T09:00:00.003-04:00

There are many reasons customers can't pay their invoice on time. If a customer is late and you contact them, or they call you, there is definitely a right way and a wrong way to handle the situation. When working with our clients, Transworld recommends that you keep control of the conversation at all times.

We recommend that you ask for your money using this 3 step process:

Sympathize: (shows compassion) "I know how you feel, that happens sometimes." (This will defuse any possible anger and catch them off guard)
Remind the debtor of their obligation: (when the money was due), "Mrs. Smith your account balance of $200 was supposed to be paid on _________ date. (This can possibly cause a little guilt on their behalf and have them realize you are right in asking for the money.)
Ask them:

“Mrs. Smith will you be taking care of this today or tomorrow?”
“Mrs. Smith will you be paying with cash, check, or credit card?”
“Mrs. Smith of the $200 that is now due how much are you short?”

If they say they are short half, "Okay Mrs. Smith, lets do this, I need the $100 you have now. I’ll mark it on my calendar that your check/money order should be here on __________. Now, how much time do you think you need to take care of the balance? Do you get paid weekly or bi-weekly?
If they say they are short the whole amount, you are still in control. Now you can dictate payment terms.

This is how NOT to respond when a debtor says they can't pay in full:

How much can you pay?
When can you pay?
Can you pay something?

Asking these questions gives control of the conversation to the debtor and allows them to make unreasonable suggestions such as “$5.00 per month” (We have clients that in the past accepted $5-$10 per month on a two or three thousand dollar balance!).

Instead, state what you are willing to accept in the form of two options:

“I can either settle your account for _____ dollars in the next 30 days or you can start making monthly payments."
"You can do a payment of _____ dollars per month for the next 2 months or _____ dollars per month for 3 months.”

This will force the debtor to choose the option they like best or make a counter offer. Either way you forced them to begin negotiating payment terms.

Brian A. White
Senior Cash Flow Consultant
Transworld Systems NGA WDDA

Public relations should be part of your marketing mix

2011-05-04T09:00:00.004-04:00

Glass shops and window and door companies typically invest significant sums in local market advertising to promote their businesses. But many of these firms are missing one of the most important ingredients of any successful marketing mix: public relations.

Here are just a few reasons why public relations should be a frequently used arrow in your marketing quiver.

No one can tell your story better than you. In the absence of a proactive public relations strategy, you risk letting someone else establish your brand identity in the marketplace. Whether that’s the media, your customers or – worst of all – your competitors, no one should be allowed to define your public image other than you. A well-crafted series of timely press releases and article submissions can enable you to break through the clutter and distinguish your business from the competition. Embracing social media and establishing a corporate spokesperson as a respected authority in your industry and/or local market can further elevate your brand and position your shop to capture a premium share of the market.
It’s cost-efficient. A sophisticated PR campaign can be executed at a fraction of the cost of most advertising campaigns. Advertising – broadcast, print and even online – can be very expensive, particularly in larger markets. PR placements, often called “earned media,” can result in editorial visibility in the same news outlets in which you advertise without virtually any out-of-pocket cost. Many small- and mid-sized firms have found that diverting as little as 10 to 20 percent of their advertising budgets to public relations pays significant dividends in terms of increased name/brand recognition, enhanced image and new customer recruitment.
It’s more credible. Advertising is paid self-promotion, and consumers are rightly skeptical of it. Public relations carries the imprimatur of a third-party endorsement, which dramatically increases its credibility. As a rule of thumb, a positive article written about your firm is worth five to 10 times the value of the same amount of advertising space, simply because the editorial placement is more likely to be read, and believed, by the audience.
Building relationships with reporters can make all the difference. The time to develop positive relationships with the news media is not when disaster strikes. Reaching out to reporters in your area, as well as within your industry, when times are good can pay huge dividends in times of crisis. One of the most effective ways to develop a level of trust and positive rapport with the media is by helping reporters working on deadline. Always return their calls promptly, even if you aren’t certain why they’re calling. You can always diplomatically decline to answer their questions, or ask to go “off the record.”
It’s a virtuous cycle. A robust PR campaign goes beyond generating positive headlines. The more visible you become, the more the press will seek you out for your expert opinion on other pertinent stories, which further increases your media currency. A high-profile local glazier could be seen as a third-party expert on the residential construction market, for example. An auto glass professional could be asked for his explanation about how the windshield protected a family from harm in an ugly car accident. In addition, media hits can dramatically improve your web site’s search engine rankings. The more online mentions of, and links to, your company, the higher your site will appear on Google and other leading search engines.

Ladd Biro
Champion Management WDDA NGA

Spring Forward With Sales

2011-05-02T09:18:00.001-04:00

Spring is looming on the horizon, flowers are starting to bloom, bee's are buzz... Wait a minute! This is not some How To Guide for planting your spring garden and doing recreational activities outside! No friends this is much more exciting than being outdoors! This is a How To Guide for closing more business!

As the title suggests, let's talk about some elements to successfully closing more sales over the phone. Depending on how slow or how busy you are, we can always use more business. The key is in the asking! As the saying goes "You don't get what you don't ASK for."

So the question remains... "How do I ask for the business?" Here are some pointers for successfully asking for that business:

Always, after giving the price ask for the business with a simple closed ended question. For example: "That is going to be $39.95 before tax, can I get that out to you today?" A closed ended question is anything that requires a Yes or No response.
We want to avoid giving them a reason to say no, this is where confidence must come into play! You have done enough work to get them to this point now it is up to us to close them!
Role-Play! I know I know... "But Kelly... it is soo hard!" When we role-play we are using the skills and getting better each and every time! Do so in your next meeting! Practice makes perfect and helps change old habits!

You are waisting your time and the time of your customer if you do not ask for the business! Statistics show when you ask for the business you close 37.5% more of the business! However, when we fail to do so, that percentage drops to below 15%! I don't know about you, but closing 4 out of 10 calls looks more promising than 1-2 out of 10 calls in any given situation!

As Spring is just around the corner, let's spring forward and maximize all we can by ASKING FOR THE BUSINESS on each and every call, and with each and every customer.

Kelly Wasden
ContactPoint Solutions NGA WDDA

May Webinars: Social Networking, Gas Filling

2011-04-27T09:00:00.003-04:00

The NGA and WDDA are pleased to present two webinars in May:

Social Networking Policies with Michelle Valdez of Walters & Wolf. May 4 , 2011 2:00 pm ET. Facebook, Twitter, and other social networking services can be great tools for your business, but drains on your productivity if you don’t have the right policies in place. Michelle will explain how you can craft the right policies to keep your employees on track.
IGMA Gas Filling with Randi Ernst of FDR Design. May 24, 2011 2:00 pm ET. This session is part of IGMA's Preventing Insulating Glass Failures Educational Program. You will learn how glass filling affects the performance of insulated glass units and the methods and materials used in this process. This session is recommended for project managers and estimators.

For NGA, WDDA, and IGMA members, the cost per webinar log-in is $50 (non-members: $100). For more information, call 703/442-4890 ext 182.

Specific, Measurable, and Focused Goals

2011-04-25T09:00:00.001-04:00

I recently read a newspaper article about a young lady who was inspired to climb Mount Everest in May 2010. She said we all have an Everest and we all have to do what it takes to get to the top. How did she make it to the top of Mount Everest and then back home safely? She set goals.

Here’s is a brief summary of her goal setting process:

Define your goal and outline a plan.
Set a timeline.
Think of what it takes to make it a reality.
Focus and stay positive.

Her goal setting is similar to what you need to do to set goals for your business. I always recommend to glass and glazing companies that annual goals do not exceed one type-written page - a one-page Strategic Plan that holds everyone in the company accountable for success. Your goals need to be:

Specific and concise. Generalities don’t get the message across to your employees. Make sure your goals are easily understood.
Measurable. Must be quantifiable. Goas need to be evaluated so you can determine if progress is being made.
Focused. Experience shows that three or four annual goals are ideal and more than five most likely cannot be accomplished.

Richard Voreis
Consulting Collaborative

News & Links for April

2011-04-20T09:00:00.015-04:00

Here's what NGA and WDDA members (and the industry) should know this month.

The NGA and WDDA are moving May 2, 2011! New address: 1945 Old Gallows Rd., Suite 750 Vienna, VA 22182.
Webinar April 28 at 2:00 pm ET: IGMA Thermal Performance with Jeff Baker of West Labs. NGA and IGMA members get 50% off the registration fee. Register today!
Housing for GlassBuild America is now open. Book your room today!
Join the WDDA or renew your membership in 2011 and attend the WDD Forum for free. Join today!
New or expired members who join the NGA in April receive a free certification exam.
WDDA Meets with DOE on Home Energy Scores.
25% off MyGlassClass.com courses and bundles. Coupon code Spring2011.
Speakers Announced for Glazing Executives Forum and Window & Door Dealers Forum.
Money Saving Trick: Marketing and PR Services for NGA and WDDA members. Introducing Champion Management PR Services and LocalBasix Internet Marketing.
NGA and WDDA members can now save on shipping with UPS.
Check out the Innovative Products found on the GlassBuild America trade show floor!
Glass Magazine now accepting nominations for the 2011 Crystal Achievement Awards. Submit yours now.
Check GlassBlog and The Talk every week for insight into the industry.
Window & Door’s 2011 Dealers of the Year Nominations are due by June 1, 2011.
Training Matters: Difference between Success and Failure.
White House repeals 1099.

What news did you think was most important in April? Share it in the comments!

Training Matters: Difference between Success and Failure

2011-04-18T09:00:00.000-04:00

In 2008, a fishing boat named the Alaska Ranger sunk in the Bering Sea. Its sinking touched off the most extraordinary rescue mission in the history of the US Coast Guard. In her new book, Deadliest Sea, author Kalee Thompson describes the circumstances that caused the accident and the heroic efforts of the Coast Guard to save the crew.

One of her findings was that many aspects of the tragedy could have been prevented had the captain and crew gone through proper training. One note Thompson cites is that though boat crews are required to conduct monthly safety meetings, these usually involved watching a video or talking through what they might do in case of accident. They never actually performed any safety drills.

Also, the boat had safety vests for the crew, but for the sake of convenience, they were stored away in a tough-to-reach part of the ship. Once the Alaska Ranger started sinking, the crew nabbed the vests only just in time. Even then, they were of limited use because crew members hadn’t practiced putting them on and almost none of them fit properly. No one had ever bothered to check. And though the ship was equipped with all the proper technology (GPS, Emergency beacons, etc.), no one knew how to use it. As Thompson says, “the technology is pretty good. The thing that’s lacking is the training to use it well. “ Thompson’s point? A little bit of foresight and training would have gone a long way to avert a terrible situation.

Though the glass industry has its hazards, the safety risks aren’t quite as drastic as in commercial fishing (the deadliest industry in the United States, according to safety experts). But be sure, the moment of truth is coming at some point to your business. Imagine these scenarios:

A new project gets announced in your market. You’d love to get the job. It would mean the difference between hitting your yearly goals or laying off staff. But it calls for material and techniques you’ve never used before. With no one qualified to do the work, you have to pass it up and it goes to your biggest competitor.
Your most important customer calls you and tells you there’s a problem with the job you just finished for him. When you check it out, you discover that a new, untrained worker completely botched the installation and it will have to be re-done. All your profit is out the window as you eat the cost to correct his mistakes.
A key employee mishandles a lite of glass and is severely injured. He hadn’t been properly trained in handling glass and now, not only are you on the hook for a workman’s comp claim, you’re down a worker with important project deadlines approaching.

Training matters. On a fishing boat, it can mean the difference between life and death; for your business, it can mean the difference between success and failure. The NGA and WDDA can help through MyGlassClass.com, MyWindowClass.com, educational webinars, and other resources. Don’t wait for a life-altering event. Make the investment now.

Matt Rumbaugh
Senior Manager, Education and Training

Create Demand For Energy Efficient Windows: Home Score Survey Insights

2011-04-13T09:03:00.000-04:00

Market research is like reading a great mystery book you can’t put it down. That’s because behind the headlines and the carefully chosen words lies the transcripts and data. That information holds the keys to the direction of the marketplace. Thus was my recent experience while researching the Department of Energy’s (DOE) pilot program, Home Energy Score (HES). Of immediate interest is the customer research that uncovers real opportunities for window and door dealers, installers and manufacturers to create demand.

According to homeowners’ surveyed, the number one reason they gave for making improvements, by a wide margin, was to save money. If it could be shown that they save money by replacing old windows, doors and other home building products that would make the decision for them. And by the way, your word on that won’t be enough, according to the survey, they mistrust information coming from a sales person, contractor, or manufacturer.

When asked what would motivate them to make the investment in saving money, they want the following evidence:

Clear easy to follow information about the cost benefits.
Testimonials and recommendations from friends, family and associates.
Information from trusted professionals, 3rd party, utility or government source.

They did not want to finance their home improvements in this depressed housing market because of the difficulty getting home equity loans.

Put these clues together, 1) save money, 2) clear easy and trusted information, and 3) simple and affordable financing and you can create demand for energy efficient windows.

Create marketing materials and selling guides that include statistical data and information from trusted sources.
Create a “home improvement bundle” to be installed by your contractors.
Pre-arrange short-term bank financing.
Include the cost of a 3rd party auditor in the financing package to assure the work was done properly.

Anyone who owns a home is keenly aware of the rising costs of utilities. Couple that with the reality that they may be living in their home much longer due to the slow housing market. It’s the perfect time to sell energy efficient replacement windows and doors. Create a marketing message about your “home improvement bundles”, give your salespeople energy savings data, arrange financing and create some spring sales. For more information about The Home Energy Score Program is available at www.wddalliance.org or www1.eere.energy.gov/buildings/homeenergyscore/. The survey, Motivations For Home Energy Improvements, can be found in the links.

Sharon Aby
Beyond Ideas

WDDA and Home Energy Score

2011-04-11T09:00:00.033-04:00

Members of the Window & Door Dealers Alliance met with officials from the Department of Energy (DOE) last week. In the meeting we sought clarification and gave input on the DOE’s Home Energy Score program set for launch this Fall.

By providing homeowners with a home energy efficiency rating, the program is designed to encourage energy efficient upgrades. That’s something our industry can support, but the WDDA and WDDA members wants to better understand the project and offer input.

A report of that meeting can be found at Window & Door: www.windowanddoor.com/news-item/government/wdda-meets-doe-home-energy-scores.

Thank you for your support. Please visit www.wddalliance.org for more information.

David Walker
Vice President
WDDA NGA

Money Saving Trick: Marketing and PR Services

2011-04-06T09:00:00.000-04:00

We are always trying to think of ways we can help our member companies save and make money. We are currently partnered with a variety of companies that offer discounts on everything from shipping to insurance (you can view what we offer here: NGA or WDDA). In April we are focused on helping you reach your customers and make more sales by partnering with Local Basix and Champion Management.

The majority of our members are small to medium-sized businesses who either don't have a full time marketing or public relations person on staff or don't have these resources at all. Both of these new profit-improving services are designed to help your small business maximize your visibility and reach. Along with Marketing Pilgrim, these two companies aim to help solve your marketing and public relations issues.

Champion Management is a PR service company who has designed a package of services exclusivly for NGA and WDDA members. These services are tailored for glass and window and door companies so that you can experience the benefits of a comprehensive, targeted media relations campaign.
LocalBasix is prepared to help small and medium businesses learn, understand, and navigate the quickly changing world of Internet Marketing. LocalBasix is prepared to train and empower your business by giving you insights into search marketing, social media, blogging, mobile and more.
Marketing Pilgrim is a search engine optimization and branding company that will provide members with an exclusive analysis and audit. Marketing Pilgrim will help you boost your search engine rankings, customer inquiries, and sales.

Take advantage of these services so you will be positioned to succeed when the market recover.

NGA Webinars in April

2011-04-04T11:21:00.000-04:00

The National Glass Association (NGA) is pleased to present two webinars in April:

NGA's Design Requirements for Glazing Systems April 7, 2011 2:00 pm ET
In this session Stewart Jeske of JEI Structural will cover critical information on design requirements for glazing projects. This session will include information on relevant codes, design loads, storefront and curtainwall, reviewing details, and more. This program is designed for glazing subcontractors, project managers, estimators, and architects.

IGMA Thermal Performance* April 28, 2011 2:00 pm ET
Jeff Baker of West Labs will discuss the basics of thermal performance measures, including U-Factor, Solar Heat Gain Coefficient, and Visible Transmittance as well as requirements in North America. This Webinar is critical for project managers and estimators on glass projects.

For NGA and IGMA members, the cost per webinar log-in is $50 (non-members: $100). For more information, call 703/442-4890 ext 182.

* Part of the Preventing Insulating Glass Failures Educational Program

Money Saving Trick: Knowledge is Power

2011-03-31T10:16:00.005-04:00

We hear about it all the time…“A credit card processor walked in my door offering the lowest possible rate, but I was charged fees that we never even discussed!” Or “They told me that I needed a new terminal because I was non-compliant!” Or “I didn’t even realize I was signing a Merchant Agreement!”

Unfortunately, we hear these scenarios from merchants across the country every day. But here’s the good news: it doesn’t have to happen to you! Learning what to look for and knowing the right questions to ask will help you avoid falling into a merchant processing trap and empower you to make the best decision for your business when it comes to credit card processing.

The Trap: A Free Terminal
The Truth: Many door-to-door merchant services salesmen use the hook of a new terminal for free to convince you to sign with them. Keep an eye out for a monthly supplies fee, a higher rate or other unnecessary fees the processor may charge to make up for it. The truth is profit margins are so thin for most credit card processing companies that they simply can’t afford to give away a $300 to $600 piece of equipment.

Helpful Hints: Ask for a full list of the fees that you will be charged and make sure you understand the purpose of each.

The Trap: An Affordable Lease on a New Terminal
The Truth: Many businesses who have never accepted credit cards are fearful of the cost involved to get started and a lease sounds like a great idea. Here’s the problem: if you are paying a $30/month lease for 24 months, you will have paid $720 by the end of a lease and may not even own the equipment. That’s more than the cost of some wireless terminals!

Helpful Hints: Ask for a comparison of the purchase price and the lease prices. If the purchase price is a little more than you can handle, ask if it can be split up into a few payments and you will get a much better deal in the end.

The Trap: A Really, Really Low Rate
The Truth: This may be the most commonly used tactic in merchant processing sales, but the rate isn’t the only price you pay, not and all transactions are created equal. In addition to your rate, you may also have transaction fees, authorization fees, AVS and CVV fees, batch fees, annual fees, monthly minimum fees, statement fees, customer service fees and more. Every merchant account will involve some of these, but make sure you understand what they are and how much you will be charged.

Now for the truth on rates: the pricing structure for a swipe retail business will be very different from a key entered business in terms of pricing as a result of the risk associated with the type of transaction. The farther you get from swiping the card and getting a signature, the more it will cost you. A standard pricing schedule should include the following rates from lowest to highest: Qualified Debit, Qualified Credit, Mid-Qualified and Non-Qualified. In some cases, a Rewards rate may also be available, but if not, rewards based cards will fall into the Mid or Non-Qualified categories.

Helpful Hints: If you ask if the rate is debit or credit, swiped or key entered, you may be surprised at the reaction you get. Most door-to-door merchant processors don’t expect business owners to know enough to ask this question. Make sure to get a copy of the full pricing schedule, including the categories above, before assuming that the low rate is true.

The Trap: You Need a New Terminal
The Truth: You probably don’t need a new terminal. As long as your terminal is PCI Pin Entry Data (PED) compliant and is not proprietary, you should be OK. Your payment processor will have a list of all PCI PED compliant terminals. If your terminal is compliant, most processors will be able to reprogram it for a low fee instead of requiring you to purchase a new one.

Helpful Hints: There are only a handful of terminals that are no longer supported by their manufacturers, so you definitely need to do your research before throwing your terminal out and purchasing a new one for this reason.

In addition to watching out for these traps, you should also ask the following of processor you consider:

What will my overall savings be over my current processor, not just the rate?
What is the term of the Merchant Agreement? Is there an early termination fee?
What type of account will I be set up with, retail or key-entered?
What per item fees will I pay?
What annual fees will I pay?
What monthly fees will I pay?
How long will it take before I can see the money in my bank account?
What is the availability of customer and technical support?
How long have you been in business? Can I have the names of a few current customers to call for feedback?
Do I have the complete terms and conditions?
How can I reach you if I have any questions?
Can I have everything in writing to review before I sign anything?

It is no secret that the credit card processing industry is complicated and is a mystery to many business owners. As a result, many credit card processing companies can be vague, sneaky and sometimes downright misleading when it comes to signing new accounts. Next time a merchant processor approaches your business, avoid the above traps, ask the right questions and remember…if it sounds too good to be true, it probably is!

Work with a Provider NGA and WDDA Members Trust
Electronic Data Payment Systems (EDPS) has been providing fair pricing, important educational material and excellent service to NGA members since 2008 and to WDDA members since 2010. In addition to full disclosure of all rates and fees, a comprehensive training session is provided before you begin accepting cards to insure the lowest processing rates. All members are also entitled to receive a complimentary savings analysis illustrating the savings available through this exclusive program. Fax your statement to 866.528.3854 and a National Enrollment Specialist will contact you with the results. To learn more about the NGA and WDDA member credit card processing program and other services available call 866.578.9740 or visit EDPS online at www.edpaymentsystems.com/partners/NGA or www.edpaymentsystems.com/partners/WDDA.

Ideal Way to Establish Goals

2011-03-28T09:00:00.001-04:00

I’ve shared with you that annual company goals must be specific, measurable and focused, but that’s only part of the goal setting process. Annual goes can be established by the owner or president of a company, the management team, or a management consultant.

What is the ideal way to establish company goals? By involving a number of management and employees at the start of each year, the goals will become the employee goals instead of management goals.

I’ve facilitated this goal setting process with clients. In these sessions, management states what is important and employees comment and contribute. Ultimately the goals are accepted by everyone involved. This team approach to goal setting has a bias for results, generates buy-in and commitment from all employees, and is often the most significant companyw ide change that can be implemented by any company.

This goal setting process really works!

Richard Voreis
Consulting Collaborative

New Outbound Sales Courses!

2011-03-23T09:00:00.010-04:00

The NGA, WDDA, and Contactpoint have launched 4 new Customer Service Courses on MyGlassClass.com! These new audio courses cover Outbound Sales techniques, including what it takes to create value in every outbound call, how to get people talking, how to build a relationship while gathering information, asking for the business and creating a warm lead, and more. These courses complement the 5 courses launched by Contactpoint in 2009.

The complete collection of 11 customer services courses is available on MyGlassClass.com for $110.00 per person. If you purchase these courses by April 15, 2011, you will pay just $77.00 for all Customer Service courses or just $28.00 for Outbound Sales courses. NGA Members who add these courses to an active MyGlassClass.com subscription pay just $25.00.*

To get started, visit MyGlassClass.com to create an account. Click here to buy these exciting new Customer Service courses brought to you by ConactPoint.

For a description of the services ContactPoint offers NGA and WDDA members, visit www.glass.org/cost-cutting-contact-point.html, www.wddalliance.org/member-services-contact-point.html, or call 866-468-0900 to speak with a consultant.

*$25.00 includes all 11 Customer Service courses. If you have an active MyGlassClass.com account with an active Customer Service bundle, these courses have already been added to your account at no additional cost to you. They will be available until your bundle expires.