Testing the Waters

Is it possible to talk about Obamacare without bringing one’s personal politics into the discussion? Judging by the conversations around my dinner table, I’d say probably not, but I’d like to try. In past issues of Glass Magazine, we addressed how the new healthcare policies under the Affordable Care Act would affect business owners and their employees. Now that many of these policies are finally being put into place, it’s time to ask: what changes have they brought to your company so far?

Personally, I know of several people who have benefited directly from Obamacare. That said, I also know of a business owner who closed his doors due to the additional costs the new healthcare system presented his company.

I admit that I don’t know all the ins and outs of the Affordable Care Act, but I’d venture a guess that my exposure to both the positives and the negatives is indicative of Obamacare overall: it has its upsides and its downsides.

It’s an issue that evokes strong emotions in all of us. My question is: politics aside, what has your experience yielded so far?

Chase is editorial director of Glass Magazine, GlassMagazine.com, e-glass weekly and e-glass products. Write her at jchase@glass.org.

Building a Successful Sales Culture

By Asher Raphael, guest blogger, Power Home Remodeling Group

At my company, we devote a good deal of time to evaluating and measuring employee performance, and linking that data back to initiatives, benefits and programs to provide our employees with the tools they need to thrive. We've found success with the following principles when trying to determine how to build a culture of successful sales representatives:

Training makes a difference: At Power, all employees undergo an extensive training program when they first join our team. No matter the position, each new employee is educated on all aspects of the business, providing them with a thorough background and the confidence that comes with feeling like an educated, invested member of a team. Develop a training program that is right for your company, and take the time to ensure that each new hire completes the program before their daily duties begin to pile up. An employee who is well-versed on the company’s history, mission and process will be better prepared to offer stellar customer service, increased sales numbers, and a number of other valuable benefits.

Incentivize them: It almost goes without saying that if you give your employees incentives their performance is likely to improve. We’ve offered perks in the form of bonuses, tickets to sporting events, and even cash to motivate our sales representatives to hit their goals. Determining what types of incentives to offer can be a challenge — especially for smaller businesses dealing with limited budgets. If you’re struggling to provide incentives on a shoestring, consider offering extra vacation, work from home or personal days as motivating factors. Your best sounding board when trying to find out which incentives will work for your sales force — is your sales force! Consider conducting an informal poll to get some ideas going, and develop an incentive program that works for your company and inspires the associates that are working hard for you.

A little acknowledgement goes a long way: One integral component of a culture that breeds happy and successful employees is an internal communications strategy that acknowledges individuals and teams when their hard work pays off. Whether it’s through an all-staff email, a personal phone call to top producers, or a quarterly company newsletter, make sure you recognize the hard work of your employees on a consistent basis. Employees who know that their efforts are appreciated are more likely to continue to deliver — and to stay with a company that acknowledges their talents.

At the end of the day, a company’s culture is only as good as its employees, so don’t neglect to recognize the importance of implementing a strategic hiring process in addition to the ideas mentioned above.

Just a few weeks ago, we were thrilled to find out that Power was named one of the “50 Best Companies to Sell For” by Selling Power Magazine. While creating a culture that inspires our employees to exceed expectations on a number of levels might be a challenge, it is also an essential investment in the overall success and growth of our company.

Do you have an incentive program in place at your company that rewards sales staff for meeting or exceeding their goals? Has this been a successful approach? Why or why not? Please take the poll below to share your strategy and post a comment about your experience.

SURVEY RESULTS AS OF DECEMBER 3:

How Do You Incentivize your Sales People to Hit Their Goals?

Company-wide recognition programs				38.93%
None of the above				22.14%
Bonuses				20.61%
A mix of the above				18.32%

What's Your Legacy

"This could all be yours one day." In my 23 years in the glass industry, I have known many business owner parents who have said similar words to a would-be heir and have been rejected. Real or imagined, there's a sense that careers in high-tech or finance appeal more than the world of construction or manufacturing, even if it means calling your own shots once dad or mom (finally) retire.

Recently, it seems I'm hearing more prodigal son/daughter stories. Rick Dominguez, Jordon Glass Machinery, grew up seeing his father come home tired after long, sweaty days cutting and installing glass in and around Miami. "I didn't want any part of that," he recalls. So Rick pursued an accounting degree and landed at a top multinational firm in the Northeast.

As it happens, he, too, put in very long days, working up mega-corporation financials plans. But the salary did not pay out in fulfillment. When a new opportunity arose to morph the family glass business into a glass equipment import sales company, Rick came home.

On a recent visit to Jordon, several things jumped out at me. The kids' toys tucked under desks and alongside tools in the shop; the relaxed, smiling atmosphere; and the Glass Magazine float manufacturing poster hanging on the wall behind Rick's desk.

Rick's life changed when he opted to apply his financial skill set to his family-focused world of glass. Though he still works hard to grow the business, he also has time for projects that bring him greater fulfillment in life--such as applying his social media skills to host "Theology on Tap" gatherings. Scroll down to the third photo.

Inspiring? I think so, starting with how to attract top young talent into--or back to--the family glass business.

Harris is publisher of Glass Magazine. Write her at nharris@glass.org.

Market Forecast at Window & Door Dealers Forum

Are you ready to take advantage of market trends? The experts agree, the new home, remodeling and retrofit outlook shows demand solidly returning and many WDDA members are experiencing growth now. The 2013 Window and Door Dealers Forum (WDDF) featured these and other valuable insights from Jonathan Smoke, Chief Economist for Hanley Wood, who presented his much anticipated annual forecast for the remodeling industry... Read More

Searching for the Next Low-E

The U.S. Department of Energy’s Building Technologies Office is seeking the next game-changing, energy-saving window technology, says Karma Sawyer, technology manager and physical scientist for the BTO’s Emerging Technologies Program fenestration and building envelope technology portfolios. Essentially, this means the BTO is looking for the next low-E.

The BTO has established an “immense” goal to reduce building energy use by 50 percent by 2030, and windows will play a critical role in achieving that goal, Sawyer said Oct. 28 during the American Architectural Manufacturers Association’s National Fall Conference in Baltimore. To meet the challenging 2030 goal, the BTO is looking to work with the industry to develop energy-saving window technologies during the next decade. “The goal is to reduce building energy use, and according to our analysis, 18 percent of those savings can come from windows,” Sawyer said.

To show the potential of such government/glass industry partnerships, Sawyer discussed the development of low-emissivity glass that started out with a $2 million investment from the DOE. “I don’t have to tell people about the impact of low-E windows,” she said. Development of low-E began in 1976 with a Lawrence Berkeley National Lab/Southwall partnership, funded by the DOE. That partnership developed the first low-E in 1981. By 1988, low-E windows captured 20 percent of the residential market.

Sawyer said she recognizes that the incredible level of success of low-E glass in improving performance will be difficult to match. But, she said BTO is eyeing several top priority emerging window technologies that could greatly improve energy performance at as little cost to the end user as possible.

The highest priority R&D window technology for BTO is R-10 windows for commercial and residential applications. With 2025 cost targets of $6 or less per square foot (for the installed cost premium), R-10 windows have incredible potential to improve energy performance at a price point that will allow for market acceptance. However, Sawyer noted that, after R-7 is achieved, a reduction in price is more effective than an increase in R-value. “If you can reduce the cost, this will get your payback down. This is the major driver. At a certain point, we see diminishing returns from reducing the R-value,” she said.

Tier 2 R&D areas for the BTO’s window division include dynamic windows (for commercial and residential), and visible light redirection (for commercial only).

Sawyer also gave some exciting examples of R&D projects currently underway between the BTO and industry, starting with a smart residential dynamic highly insulating window being developed by LBNL (essentially a high-performing IGU with automated blinds controlled by sophisticated environmental sensors).

BTO is also working with the National Renewable Energy Laboratory on a transparent insulation for windows (a clear film retrofitted into windows, either as retrofit, or in the factory). And there’s the ITN Energy Systems Inc. retrofit, highly insulating EC window (a low-E film with high IR, with the potential of integrating an electrochromic film).

BTO is also looking at framing. In fact, the office has worked with Kawneer Co.’s Traco division to develop an R-5 commercial window with a U-factor of less than .22, while achieving architectural structural ratings. The funding helped the company achieve “cost-efficient product design, integrated with manufacturer upgrades,” Sawyer said. “This has been commercialized twice—once in early 2012 and once in June.”

BTO is actively seeking additional industry partners for development of even more energy-efficient window technologies. Sawyer recommended that industry companies look at developments within their own companies, seek out partnerships with others in the industry, and apply for Funding Opportunity Announcements within the BTO.

Devlin is senior editor for Glass Magazine. Write her at kdevlin@glass.org.

NGA Industry Insight: Project Management Techniques

GlassBuild America 2013 featured numerous educational opportunities from which participants could benefit.  In this article, NGA shares valuable learning derived from a Glazing Executives Forum breakout session as experienced by the moderator, NGA Chairman-elect Bryan Bush of City Glass Company in Omaha, NE.   The session was entitled Project Management Techniques and attracted nearly 60 participants.  As you will see from Bryan’s observations, attendees produced a valuable list of tips and takeaways.

Read More 

Free Agency Versus the Farm System

In a past blog, the four cornerstones of a business were discussed: build the dream; build the team; build the processes; build the profit 

Today’s blog focuses on “Building the Team.” To use Major League Baseball terms, a team can be built through free agency and/or through the farm system. A healthy company does both. By using free agency, you bring fresh ideas into the company. By promoting through the farm system, you create an excitement within the company, and your retention of employees is improved.

With free agency, it is relatively easy to spot talent. In the early 1970s, my father wanted to expand. He needed to add a salesman. He asked several customers about his competition and, specifically, who was his toughest individual competitor. All of those surveyed listed the same person at the top of the list. Once Dad had identified the free agent he wanted, he recruited him to Evans Glass Co.

Of course, I am an example of Dad’s farm system. And, Evans Glass Co. continues to use both methods—we used free agency to acquire a bookkeeper, while our current production manager was an installer, and our operation manager started as a receptionist.

Both methods offer benefits and pitfalls. Free agency's benefits include:

• When a need has been identified it can be filled immediately with an experienced person.
• It can strengthen a company while simultaneously weakening a competitor.
• It saves time by eliminating the need to train.

Free agency’s pitfalls are:

• It is more expensive than using the farm system.
• There a risk that the free agent will not fit the culture of the company.
• A message may be sent to current employees that there is not an opportunity for them to advance within the company.
• It is easy to fall into “The Good Ole Boy Network” syndrome.

The farm system offers benefits as well:

• The person already has blended into the company culture and earned respect of his/her peers.
• The person has “insider” knowledge of the company and its markets to produce immediate results.
• It is less expensive than free agency.
• It creates a feeling that there is a future with the company.

The farm system’s pitfalls are:

• It takes longer to develop talent and knowledge.
• It is harder to recognize potential.
• It takes patience.

Be careful about too many free agents. The farm system should always be a company’s first choice. Don’t overlook people just because they haven’t done the job before. See people as they can be, not as they are. All good leaders see people in this way.

The author is president, Evans Glass Co., and immediate past chairman of the board for the National Glass Association. Write him at bevans@evansglasscompany.com.

The opinions expressed here are those of the individual author and do not necessarily reflect those of the National Glass Association, Glass Magazine editors, or other glassblog contributors.

What Your Truck Says about You

On the dos and don’ts checklist, it pays to remember your company’s fleet, even if a fleet of one, is a moving, multi-ton business card. 

I was reminded of this the other night as I spotted this fine specimen parked—legally, no less—on the street. Clean, informative, big numbers and type designed to be read on the move. I was impressed enough to scan the QR code and look at the company’s web site. Checkmark another “do” done right; easy to navigate on my phone. I’ve been thinking about a built-in cabinet at home, and this company made the right impression. I will call to get a quote.

I walked up another two blocks and there it was; the DON’T Truck. Also white, but that’s where the comparison ends. It was dirty and its signage was handwritten in magic marker, no less.
  
I felt a twinge of chagrin because unlike the DO truck, the DON’T truck is of the glass industry. In fact, the crew was installing a new glass storefront, and maybe not surprisingly, they were as unimpressive as the truck. A couple of them were lounging on ladders, one was smoking, all were wearing grubby sweatshirts, no company logo in sight, no gloves, no lifting belts. On the plus side, they did have the area roped off, which was good because there was broken glass on the sidewalk.

Now it’s true, I don’t have a storefront project in mind, and maybe the GC and the store owner are slobs, too. Maybe they needed and got the job priced cheap. 
 
But the fact remains: I was not impressed. In today’s instant gratification/expectation world, impressions—be they in person, on your website or on your truck—will drive business to or away from you faster than ever.

The author is publisher of Glass Magazine. Write her at nharris@glass.org.

How to Stay Ahead of Your Competitors!

Maintaining the status quo in a changing construction economy is the "kiss of death".

To make sure your company is embracing change, maximizing sales and profits as well as staying ahead of your competitors you need:

• Effective Strategic Planning Process
• Effective Execution of a formal Strategic Plan
• Enhanced Employee Engagement and Accountability

To determine if your company is prepared for a challenging future, just answer these basic "yes" or "no" questions:

Does the company have an effective annual strategic planning process?

Is there a formal one-page plan being executing throughout the entire employee organization that has everyone focused on what is required to succeed and are all employees held accountable?

Has the company identified ways to enhance the engagement of both management and staff in the process of strategic planning and execution of the plan?

If you answered "no" to two of these basic questions, then your company needs to make serious changes. If you answered "no" to three, then your company REALLY must change and you must initiate these changes as soon as possible.

How do you feel about your answers? What questions can I answer?

Be More Successful in Challenging Times

The theme of our discussions is how to be more successful in challenging times.  

As we know, the current economy presents serious challenges for all of us.  We can either accept reality or we can do something about it.  Doing nothing other than what we have traditionally done should not be an option!

Our focus should be on new and different approaches to conducting business as well as how we can achieve positive results that impact your bottom line, motivate your employees and make customers want to do business with you.  This may require us to embrace the unconventional or non-traditional ways of doing business.

With these thoughts in mind, I’ve got a thought provoking question to ask you.

What are you doing differently to not just survive, but to succeed?

Post your comments below or email tipsntricks@glass.org.

Richard Voreis
Consulting Collaborative

Spotlight on Membership - DeGorter, Inc.

Celebrating their 90th year of operation, DeGorter, Inc. has been instrumental in the development and growth of many glass businesses. As one of the oldest companies operating in the North American glass industry, DeGorter is able to use a vast base of knowledge and experience to bring solutions that are not only effective but also ensure the value of their clients' glass products.

The growth and success of DeGorter did not come without the help of many. A key relationship DeGorter finds invaluable is with the National Glass Association. The NGA has been involved in the success of DeGorter by being able to assist in securing important resources and information. "The resources of the NGA have been instrumental to the success of DeGorter" stated Dan DeGorter, President of Sales at DeGorter. As a contributing member to the NGA since its inception, DeGorter has found the NGA helps in numerous ways: from discounted freight rates through FedEx and trucking companies, to detailed reports regarding various sections of the glass industry in order to determine which segments are providing the largest growth opportunities.

Left to right: Kelly Dyer, Steve Uveges, Peter DeGorter, Pete DeGorter, Dan DeGorter and Eddie Steinman

When founded in 1922 by Daniel DeGorter, DeGorter was one of the largest importers of flat glass into the United States. In 1969, with the help of Daniel's son, John, the business shifted from glass supply to the supply of glass processing machinery and commodities for processing glass. Their goal was to become a one-stop shop for anyone who wants to process glass. This was when DeGorter started their strategic partnership with Schiatti Angelo SRL, one of the premier glass processing equipment manufacturers and where DeGorter continues to operate today. With over 50 years of experience, Schiatti Angelo has manufactured more than 15,000 machines globally - many in the North American glass market. Schiatti Angelo machines are known for four distinct features: simplicity, durability, reliability and quality. DeGorter is the sole representative for Schiatti Angelo in the United States, Canada, and the Caribbean. In addition to the relationship with Schiatti Angelo, DeGorter represents many other quality glass processing equipment suppliers: Triulzi Glass Processing Equipment, Scholz Autoclaves and Pujol Autoclaveless laminating. DeGorter not only provides machinery by one of the top manufacturers, but they take the time to find suppliers that manufacture the highest quality products for processing glass.

Today DeGorter, Inc. is run by the late John DeGorter's sons, Dan and Peter DeGorter, and they were happy to have a fourth generation of DeGorters (Pete DeGorter, John's grandson) join the team several years ago. This family business strives to develop mutual relationships with customers large and small. This type of devotion to the client has helped their customers succeed. "By developing excellent productions solutions with professional integrity, we develop successful business relationships through mutual trust and respect," noted Peter DeGorter, President of Operations at DeGorter.

If you have not already done so, please contact the friendly staff at DeGorter to see how their products and services can benefit your operation. After all — the success of DeGorter is directly correlated to the success of their clients, and with 90 years in operation, their record speaks for itself.

Here is what others have to say about DeGorter, Inc.:

"DeGorter has been one of our most reliable and dependable overseas suppliers of machinery and spare parts for over 20 years. Their products are of a very high quality, as a result, the products we offer our customers are of the highest quality." Von White – Director, Caribbean Glass Company LTD.

"I have had the pleasure of doing business with the DeGorter's for decades. Their staff is knowledgeable and attentive to our every need. They offer high quality products and stand behind their suppliers with excellent after-sale support for both their machines and commodities. " Jon Witkin, Owner Western States Glass Products.

"John DeGorter Inc. has been an integral part of our company for over forty years. They understand clearly what our mission in the market place is." Steve Bouchard, President of Glass Distributors Inc.

"I have had the privilege of knowing the DeGorter Family for 35 years. During this time, Galaxy® has purchased several pieces of equipment among the companies that they represent, including washing, edging, drilling and laminating equipment. They have earned my business, respect and friendship over the long term." Eugene Negrin – President/Owner, Galaxy Glass & Stone®.

"I have been dealing with the folks at DeGorter for almost 15 years, now. They're always very helpful, polite, and eager to please. The success of my business is due, in part, to their unwavering support throughout the years. They actually understand that customer service is the most important part of doing business! Thank you for your support!!" Paul Bourne – Partner, Rocky Mountain Custom Glass, Inc.

Moore Glass - NGA's Member of the Month

As a self owned and operated glass business, Moore Glass of Joliet, IL, started in 1974. Owner Jim Moore began the business with his wife Sue after serving in the Marine Corps and a brief career in the glass business.

Jim saw a potential market in his hometown of Joliet, and with an $800 loan began Moore Glass. The couple worked as a team from the start with Jim selling in the morning and installing projects in the afternoon, while Sue answered phones at the office until her shift as a nurse. Together they worked hard to develop a client base and slowly grew their business.

Jim and Sue credit persistence for their success and embrace looking toward the future while maintaining customer satisfaction and quality standards as their top priorities.

Moore Glass has consistently upgraded to maintain the utmost in efficiency and service over the past 38 years. The business continues to evolve with new industry standards and codes to better their commitment to safety, service, and ethics.

A true family owned and operated business, Jim and Sue are life long residents of Joliet. The Moores have been married for 47 years with two sons - James and Jeff. James practices medicine in Arizona and Jeff is an active co-owner of the family business. "We are so proud that Jeff will continue the tradition of excellence with a real passion for the industry," stated Sue of her partner and son. Jim and Sue recognize their business success is also due to the commitment of their "extended family" of employees who consistently uphold the high standards and relationships built with customers, suppliers, and the community.

Moore Glass and its owners embrace the Joliet community, working as ambassadors toward numerous area charities, fundraisers, and causes. As chairperson of the Joliet City Center Partnership Marketing Committee, Sue takes great pride in maintaining a successful business location in downtown Joliet for over 36 years. "Sue and Jim Moore have made deep personal and professional investments in downtown Joliet. Their never-ending commitment to both are key reasons for our success," noted Joliet Mayor, Tom Giarrante.

As their business has grown, Moore Glass now utilizes the latest techniques for auto, commercial, and residential services. The Moores marvel at their business' growth over the years. When they look back at their start, Jim would drive the same used pickup to sell and to service their customers. Now, in comparison, they have a modern fleet of vehicles used by their qualified staff.

Moore Glass relies heavily on the tools and information provided by the National Glass Association to stay current and uphold standards in safety, service, and efficiency. "The NGA Guide to Glass and Glazing Requirements of the Model Building Codes is invaluable to our business," said Sue, "as is the association's reliable support in any situation to help understand and uphold quality standards among clients."

From humble beginnings to great success, Moore Glass illustrates the growth and promise of a true "mom and pop business." "Keep moving forward," stated Sue about her goals for the future. Jim remarked regarding the business's goals starting out that they hoped to "keep looking ahead [as well], never look back, and do a job well for our customers...the rest will come."

Celebrating 38 years in the industry as a dedicated full line glass shop, Moore Glass has succeeded in building loyal relationships, a solid reputation, and true success in the glass industry.

Moore Glass is located at 559 North Chicago Street in Joliet IL. Phone 815/722-7007 Fax 815/723-8979 Web www.mooreglassjoliet.com

The Glass Guru - NGA's May Member-of-the-Month

The Glass Guru (NGA member since 2007) was established in mid-2004 in Roseville, California. Pioneering new window restoration technologies, The Glass Guru was the first in the U.S. to offer the groundbreaking service of moisture removal for failed dual-pane windows. With over 25,000 windows successfully restored, the process has saved their residential and commercial customers millions of dollars in replacement costs and has prevented thousands of windows from going to landfills. With locations in 26 states, 2 Canadian provinces and growing, The Glass Guru is only U.S.-based national organization currently offering this green and money-saving service.

For windows with hard water staining or scratches, the company utilizes the latest surface restoration technologies to remove minor to severe damage. Over years of testing and refinement, The Glass Guru has developed advanced products and techniques that can effectively restore windows with exterior glass damage to like new condition at a fraction of the cost of replacement. When it comes to glass and window restoration, no one compares to The Glass Guru.

Offering glass and window replacements since early 2006, The Glass Guru has truly become a one-stop solution for all of its customers' residential and commercial glass and window needs. Its full-service locations also offer screens, shower enclosures, mirrors, table tops, doors and a number of other specialty products like soundproof glass and custom pet doors. “We are always looking for new and innovative niches we can capitalize on that are complementary to our other products and services”, says company Founder and CEO Dan Frey.

After years in development, The Glass Guru launched its franchise program in January 2007. Offering the best of its cutting-edge restorations as well as the more traditional replacement services, our franchise program is a uniquely bundled full-service concept unlike any other. With a positive growth forecast for the glass, window and door industry in the coming years, the Glass Guru Franchise program offers entrepreneurs from any background the opportunity to open their own glass and window restoration and replacement business, utilizing a proven business plan, marketing tools, training and experienced support team to help them achieve their goals.

With over 65 locations across North America is just 5 years, The Glass Guru is one of the fastest growing franchise organizations in the home services industry today. Recently recognized in Entrepreneur Magazine as #12 on their list of the Top New Franchise Companies, the company expects to continue its rapid growth with the goal of becoming the largest, most recognized national brand in market. More information about The Glass Guru can be found at www.TheGlassGuru.com or by e-mailing info@theglassguru.com.

26 Ways to Use Recorded Calls at Your Business

One of the many features that makes LogMyCalls such a powerful tool is call recording. LogMyCalls can record every customer call at your business. But, how could a business use recorded calls? Here are SOME answers: 

1. Get Answers – Your numbers aren’t improving. Your rep sare working hard, they’re on the phone constantly, but nothing’s getting better. Do you know why?
2. Increased Accountability – Tracking sheets and close rates are one thing, actually hearing how your staff sounds on the phone (and allowing them and maybe even their colleagues to hear it) is quite another. You can’t hide from or make excuses for a recorded conversation.
3. Training – Play the calls back for the employee and use those calls to get better. What did your employee do well? How can they improve?
4. Compliance – Ensure that your reps are not misstating company policy or procedure when they’re on the phone.
5. Company Focus – Determine if your employees are effectively communicating what your company is all about. What is your 'big idea?' Do your employees understand that and convey that well? The only way to know for sure is to hear them try to communicate it to an actual customer.
6. Support for Employees – If a customer has a major dispute with an employee or with the company; guess what? The conversation in question is recorded and easily accessible.
7. Teaching Tool – Use the recorded calls in group settings, team meetings and conference calls to demonstrate what to do and what not to do.
8. Feedback in Real-Time – Forget the customer survey. Hear your how your customers react to things your employees say in real-time. Listen to changes in tone and words to gauge how your customers are reacting to your products and services.
9. Unfiltered Feedback – Hear feedback straight from the horse’s mouth. You have the recording when they called to complain. What were they really upset about?
10. Trends – Using our state-of-the–art analytics tools you can data-mine into calls themselves. You can see which reps are closing more calls. You can see why they’re not closing calls. You can even see which elements of the calls are going well and which are not.
11. Competitor Mentions – With LogMyCall's customizable, searchable call tagging features you can dig into the recorded calls and easily find out if your customer is comparing you to competitors and, if so, on what grounds. Are they saying that their pricing is better? Or find out how the customer is using your competitor’s name in the phone call
12. Product Mentions – Ensure your staff is pitching the right products to the right people at the right time. Are they mentioning the special of the month or the week?
13. Understanding Objections – Why aren’t people buying from you? Using LogMyCall's in-depth analytical tools you can isolate calls when the sale didn’t close, and then figure out why it didn’t close. Perhaps there is a pattern to the objections?
14. Upsell – You can isolate calls where you were able upsell a client. Is there a pattern? Why are these calls more successful?
15. Close More Calls - Isolate calls where there was a closed sale. Are those reps doing anything different? Why did those calls close and others didn’t? You can search the data and easily, in moments, find out.
16. Operational Issues – Based on what the client and your sales rep says you can determine what operational or technical issues are recurring (and again, all this is searchable).
17. Questions on a Call – Are your sales reps asking questions on the call? Are they trying to build a relationship? Or are they just talking?
18. Marketing ROI – You can not only see which ad sources are effective (using LogMyCalls tracking numbers) but with the recordings you can hear from the customer why they are effective.
19. When Did They Call – Using basic reports in LogMyCalls you can tell when someone called, see patterns in the time of day, day of week and time of month. When is marketing most effective for you?
20. Where Did They Call From? – So someone say your ad, where did they see it? Determine if there are certain areas of your market where certain marketing tools are more effective.
21. Advertising – You record your customer service calls. This makes you different! This means you can guarantee an employee has to say ‘have a great day’ or offer a specific discount in every call. If they don’t the customer gets a free _______. Advertise that! Advertise that you will hold your employees accountable because you record the calls.
22. Saves Time – There is no need to go back through notes from a conference call or sales call again. Heck, there’s no need to take notes in conference calls or sales calls anymore, you have the call right on your computer. (And LogMyCalls appends the calls directly to a customer record in your CRM).
23. Maintain a High Level of Customer Service - Randomly audit calls. Hold your employees accountable if they aren’t treating your customers well enough.
24. Scoring – Based on industry best practices (or whatever you want to measure) you can score a call for it's effectiveness. We can score the calls for you or you can score them yourself within LogMyCalls. You can score individual elements and sections of a phone call.
25. Call Analytics - Drill down into any data you want. Find out which reps are scoring better than others. Compare reps against each other. Compare locations or departments or against each other. See who's struggling and who's doing well.
26. Hear What Your Customers Hear - What do your reps sound like to them. They're the reason you're in business right? Shouldn't you know what they are hearing?

Every NGA member can receive a FREE 1-year subscription to LogMyCalls.com!* LogMyCalls is a tool created by ContactPoint with the glass industry in mind. It allows businesses to track which marketing methods are generating phone calls and which are not. It also records calls and allows businesses to score calls on customer service and sales performance.  To sign up for your free LogMyCalls account visit logmycalls.com/nga or contact Jimmy Lea, sales@contactpoint.com, 866-811-8880.

*The account is totally FREE for 1 year, but you will be asked for a credit card number during sign up. This is in case you go over the 150 minutes allotted, you will be charged up to 6 cents a minute. You may cancel at any time. Only NGA members who are Main Locations qualify for this offer.

NGA Member Service Announcement - TransWorld Receivables Recovery

It's the start of another month, time to review your aging report and your past-due receivables and do something to collect them before they become old debts with a lower likelihood of recovery. After all, consumers move, businesses get sold or go under, customers memories of what goods and services they purchased and their satisfaction decline over time. The same customers who expressed satisfaction with your products and services at time of sale will often tell you months later (when their bill isn't paid) that they were dissatisfied.

It's a strange human phenomenon.

So, why wait? Receivables depreciate at 15% per month in recoverability. What kind of recovery rate do you want? Are your customers spending the money that is rightfully due you by paying other creditors bills first because your bill is a lower priority to them? Let Transworld help you prioritize your bill to the top of their pile so you get paid next. Don't chase them for weeks or months more, it costs you too much in time and opportunity cost.

Transworld Systems has been in the business of recovering hard earned overdue money for over 40 years. You are in total control, you choose the approach between Pre-Collections, Soft Collections and Hard Collections. All the money is paid directly to you and we collect in a diplomatic manner so you can maintain a good relationship with your customers.

We also provide comprehensive reporting so you can see exactly what is being done on your accounts.

Transworld charges only a flat fee that averages about $10 per account regardless of the balance owed. Be sure to ask about NGA member preferred pricing.

Please visit www.TransworldSystems.com for more information.

What’s the Deal With This FREE NGA LogMyCalls Account?

Perhaps, you are aware by now that all NGA members are receiving a FREE LogMyCalls.com account and free phone number*. You get this free account simply because you are an NGA member. LogMyCalls allows you to track the effectiveness of your marketing, determine which marketing methods generate phone calls, and then actually listen to the calls that come into your business. You can hear how you sound on the phone, hear how your employees handle calls and hear real-time customer feedback.
 
What Do You Get? 

• A FREE toll free phone number or local number with 150 recording minutes
• Vital marketing data that shows you which campaigns are generating phone calls and which are wasting your time and money.
• Free call recording to gauge customer feedback in real-time and improve your ability to sell and book appointments over the phone.
• Advanced Call Routing – This feature allows you to take business calls at home, or on a cell phone, during the evening and on weekends. Additionally, if you have multiple locations you can automatically route callers to the location nearest them. (Cool, huh.)

The most important things you should know:

1. Your new phone number sends calls directly to your business phone number. You specify during sign up where you want new number to ring to.
2. You have to market your number to utilize LogMyCalls. You won’t see any value from LogMyCalls and this free NGA program if you don’t market the phone number. There won’t be any calls within LogMyCalls.com to measure, to record or to route. You could put the phone number on your website, on your fliers, on your Facebook page, on the radio, in the yellow pages or, especially, on your Google Places account. You have to get the number out there where people will call it.
3. This is normally a $29 a month package that you are getting for free for 12 months. This is a gigantic value-add for your NGA members. We hope you will take advantage of it.

Frequently Asked Questions

As we’ve rolled out this FREE NGA LogMyCalls account to our members we’ve had a lot of questions about the account, how it works and what it means for members. Here are some of our questions and the answers.

Is it really free? Yes it is really free for 12 months. The features listed above are totally free for NGA members for 12 months.

Where do I go to Sign Up? Visit http://logmycalls.com/nga or call 866-811-8880 if you have any questions.

What Do I Need To Do? You need to market your free phone number. If no one calls your new number, it won’t do you any good. You need to market your number before you can measure you marketing and hear your recorded calls.

How can I upgrade? If you want more features like call scoring, marketing planning and ROI goals, or if you need more numbers or more minutes to truly track various marketing methods and record more calls just call LogMyCalls at 866-811-8880 or visit http://www.LogMyCalls.com.


*The account is totally FREE for 1 year, but you will be asked for a credit card number during sign up. This is in case you go over the 150 minutes allotted, you will be charged up to 6 cents a minute. You may cancel at any time. Only NGA members who are Main Locations qualify for this offer.

Vos Glass is NGA Member of the Month

Vos Glass, Inc. Knows the Value of Active Participation and Continuous Learning

Vos Glass, Inc. was founded in 1982 by my parents, Jake and Barb Vos, with partners John Merryweather and Nelson Veltman. That same year their fledgling company joined the National Glass Association and the Associated Builders & Contractors, Inc., West Michigan Chapter. They recognized that active participation in trade associations would be helpful to the firm.

During the past thirty years, Vos Glass, Inc. has expanded from commercial projects to offer residential and automotive glass. Our company continues a journey that has always been rewarding, taking us to new levels of achievement and expertise. Participation in trade associations is an important part of our story.

In the early 90s, I believed it was necessary to rally the glass companies in Michigan to tackle issues that faced the industry, specifically pertaining to automotive glass. These actions led to the formation of the Michigan Glass Association (MGA).

At that time, automotive insurance companies imposed restrictions limiting where customers could go for auto glass and collision repairs. This was a key issue for auto glass service providers and body shops and it left customers with a narrow range of options. In 1994, with the help of the MGA, I began a ten-year campaign for state legislation that would ban this practice. Our efforts were rewarded in 2004, when Governor Jennifer Granholm signed the bill into law.

This is an example of the power of a trade association to represent and advocate on behalf of its membership. Working with the MGA, I had far greater impact than I would have had as an individual from a single small business. A strong trade association represents its members to legislators and policy makers. By uniting the voices of the industry, it can accomplish much more than any one person or company.

Trade associations also:

• Represent their members to the public, speaking for the industry about relevant events or emerging trends.
• Enhance the perception of your company as an established, reputable organization, and give you and your staff credibility as professionals who know their stuff.
• Offer you the opportunity to network with and learn from fellow members.
• Open the door to professional development. 

The glass business is increasingly complex, so trade associations help us keep up with the latest developments, legal issues, bidding, new construction techniques and materials, legislation, and business issues. In addition, another organization we are active with, American Subcontactors Association of Michigan (ASAM), hosts an annual Business Practice Interchange, where we have discussions, led by experts, about topics that are of vital interest. 

At Vos Glass, we never stop learning. Our employees receive ongoing education to ensure that every person can bring top-of-the-line skills to his or her job. Our many awards for safety attest to our commitment to a carefully planned program of safety training.  

Trade associations also open up ways to give back to your community and your industry. We’ve recently become involved in ASAM’s Hard Hat Development, an initiative designed to train the next generation of construction workers.  

Linda J. Vos-Graham, president, Vos Glass, Inc.

Chapman Windows & Doors is WDDA Member of the Month

Chapman Windows & Doors began in 1994 as a window and door replacement company. Our business quickly expanded to full-service remodeling, including additions, kitchen and bath, etc.

We found the full-service business unwieldy with costs hard to control. There wasn’t enough repetition to permit economies of scale to develop. Having to contract with plumbers, electricians and HVAC personnel were problems when customer homes were disrupted and they didn’t show! This made us re-evaluate and move back to windows and doors where we could exercise full control with fewer “surprises.”

We opened a showroom so we could give prospects a hands-on “Windows/Doors 101 course”. Our customers can make decisions based upon knowledge instead of advertising. We have several lines of windows and doors on display, along with a wide selection of hardware. We sell no “builder grade” products, but can go from value driven to high-end, luxury products. We offer custom painting or staining of all products we sell. Our customers can purchase a house-full of windows and we will do everything, including re-hanging the drapes.

We extend the use of our showroom to contractors that may want to either send their clients or accompany them. We measure and provide instructions for a DIY’er, if requested. And, we offer installation and repair services for all our products. We will repair products we haven’t sold, under certain conditions.

Our success is driven by a high-level of customer service before the sale and after. We do not pressure our prospects in any way. Instead, we depend on our knowledgeable sales people and reliable products to make the sale. Every job is followed-up with a survey and we offer rewards for referrals.

We are charter members of NARI in this area, but they are more full-service oriented and we were happy that WDDA has come on the scene to give us a voice in those matters specifically oriented toward the windows and door business. Those not in this industry are unaware of the constant changes in both products and legislation effecting us. We need an organization to monitor these changes and represent us.

Mark Chapman
Chapman Windows and Doors

4 Ways to Lose a Lead

As we prepare to launch LogMyCalls we are reaching out to various outlets to discuss marketing and advertising opportunities. We are focused on reaching out to marketers and are looking for outlets that can easily get us in front of the correct audiences. Long story short: we are looking to spend money. We want someone to sell advertising to us.

In some cases thought, stunningly, that isn't happening. In one case we have made a decision about moving forward and are ready to buy but a sales person won't respond to my emails. Now, I'm second-guessing whether to advertise through this outlet at all. Here's how they lost a lead (us) in 4 steps.

1. They were very slow to respond. I emailed the sales manager of a large marketing publication indicating my interest in buying advertising from them. I sent the email early one morning. I didn't receive a response until the following day. It almost seemed like they weren't interested in talking.
2. Assumed I wasn't interested. When I finally spoke to the sales rep she made a false assumption. She had viewed our corporate website (which brands us a Sales Training company) and assumed I was mistaken when I reached out to her. I wasn't. She failed to look at LogMyCalls.com which firmly positions us as a marketing analytics and technology company. Because she made an assumption, she could have lost the sale before she had a chance to make it.
3. Shot me down. After we talked about their products and pricing I asked if there were volume discounts (i.e. if we bought a lot of advertising would that lower the price). I was told unequivocally that, no, there weren't volume discounts. There was no negotiation, no 'I'll check with my boss' or 'I'll see what I can do.' There was a flat 'no.' That annoyed me.
4. Failure fo Follow-Up. I sent an email on Friday morning saying that we were interested in moving forward. It is now Monday afternoon and I still haven't received a reply.

Is she trying to lose the lead?

 

ContactPoint NGA WDDA

NGA Webinars Have Value: Marketing

Frank Reed, Managing Editor of leading Internet marketing blog, Marketing Pilgrim, led a webinar for NGA members early this month.  This webinar was free to all members. Frank went over the basics of social media for local business and ave an overview of the social media landscape including Twitter, Facebook, Google+ and location based services like Foursquare.

NGA members can view Frank's session anytime! And can attend the NGA member webinar series for free. https://www.glass.org/education-training-webinars.html

• If you would like to watch the Social Media webinar, click here and enter the password ngamember.
• If you want to learn more from Frank, you can download his July 2011 webinar: Maximize Your Local Marketing Efforts with Google Places. Click here and enter the password ngamember to download the recording.

Visit www.glass.org/education-training-webinars.html to view a webinar schedule. These webinars and are only available to NGA members. Webinars are just one of the benefits you get by being an NGA member. Learn more about your NGA membership benefits.