Is The Customer Always Right? Landon Boucher I was taught early on in my career something referred to as the “Four Nevers of Customer Service”: Never Argue with The Customer. Never Make a Big Deal Out of a Complaint. Never Put The Customer on the Defense. Never Make Excuses. I was also taught something called... Read More December 2023 Issue #15293 Page 62
The Exciting World of Building Technology: The View from a Simpson Strong-Tie Sales Representative Simpson Strong-Tie Staff A Territory Sales Representative for Simpson Strong-Tie, John Kemper shares his perspective on the thrilling opportunities and challenges presented by working in Building Technology. He highlights the significance of ongoing learning, setting goals, and having mentors in achieving professional... Read More November 2023 Issue #15292 Page 104
What Makes a Good Salesperson? Landon Boucher Some might say what makes a good salesperson is the results they deliver. In fact, I imagine this may be the most common response. I suppose I would have to agree, but I do think it matters greatly what results we are measuring. Are we merely considering revenue generated that can be directly... Read More October 2023 Issue #15291 Page 84
The Last Word: LBMs and the Component Business Joe Kannapell The contemporary consolidations within the Lumber and Building Materials (LBM) business were prompted by consolidations within the home improvement retail industry. Home Depot started the movement in 1979, and its dramatic growth forced Lowes to follow it, converting its stores into mostly... Read More April 2023 Issue #15285 Page 136
A Closer Look at Webb Analytics’ 2022 Construction Supply 150: Lumberyards, Dealers, and Component Manufacturing Craig Webb When the 52-page Webb Analytics’ 2022 Construction Supply 150 Report was released on May 3, the top headline was: Report Shows Lumberyards’ Revenues Soared Far Above Gains for Specialty Dealers, Big-Box Stores. Indeed, high-flying lumber prices helped drive a 19.2% revenue increase... Read More June 2022 Issue #14275 Page 92
Hazards with Some Advisements for New Investments Todd Drummond When looking for new opportunities for improvements in your operation, it is quite natural to ask for advisement from outside your company to give you a better perspective. Who you should trust to help you take your company to higher performance is not as clear cut as it may appear. Costly... Read More January 2021 Issue #13258 Page 45
Have You Become “Marketing” Poverty Stricken? Gary Fleisher When we think of poverty, we think homelessness, food banks, and welfare. Chronic poverty was once compared to catching a grasshopper in a jar when we were kids. The jar had a lid with holes poked in it. For a while, the grasshopper jumped up and kept hitting his head against the lid. Then he... Read More October 2020 Issue #12255 Page 104
The Battle Within Our Operations Ben Hershey Does this conversation sound familiar? “How fast can we reliably supply that component job to our customer?” asks the sales manager. “And don’t make us look like fools by telling me a date that will never be met or is too far out!” “I will tell you how... Read More July 2020 Issue #12252 Page 26
Critical Summertime Repeated Problem Areas Hindering Sales Todd Drummond Year after year, too many companies suffer needlessly with the same common problems. Even after making new equipment investments and receiving assurances that things will be different, the old issues keep rearing their heads. ! Even with the additional equipment investment, production... Read More July 2020 Issue #12252 Page 44
Truth, Lies, and Salespeople Omer Abdullah I recently heard a talk by Bob Myers, General Manager of the Golden State Warriors, on leadership, values, and culture in winning teams. It was a great speech and there were many points he raised that made sense, and really resonated with me. He also struck me as a thoughtful and... Read More July 2020 Issue #12252 Page 120