My grammar is the best...she made a blueberry pie to die for, and always had a hug when my knee was scraped. Wait a minute--you mean the other grammar. Glass isn't perfect. Are you happy now?
How can you be happy that glass isn't perfect? If it were perfect, you would have no rejects, no call backs, no back charges. Life in the glass business would be boring. Of course you try to install perfect glass on every installation. You spend hours polishing out scratches on mirrors and shower doors. You inspect, you protect and yet, blemishes magically appear after you finish the installation. Now What?
You can redo the installation, driving you out of business in no time if you did this for every complaint. You can try to field-fix the problem, making a mess of the location, and probably making the blemish worse than when you started. You can offer the famous 'cash discount', hope the customer bites, and back charge your fabricator. You can sit in a corner with a bottle of Jack Daniels and wish the problem away. You can send your partner to the customer, and be sure that when he leaves they will never buy from you again.
What's left? How about accepting the fact that glass isn't perfect. We all know this, but do we want to admit this to our customer? Most retail customers want something perfect installed in their home or office. We know that within a couple of weeks they will scratch the shower door or table top; but they want it perfect today!!!
OK, buy from a fabricator that cares about quality. Buy from the cheapest generally means quality control is weak or non-existent. Make sure they wrap, (with a clear plastic), all fabricated mirror, shower doors, table tops, Starphire (tm) pieces, and any beveled or notched pieces. There is a size limit to this concept. Don't expect larger than 30-35 sq feet to be wrapped.
Buy from a fabricator that allows you to inspect the glass and call in a problem within 24 hours of your receiving. If you put received glass in a rack for a week, then look at it on the way to your customer, and then see a defect, you own it. It is your responsibility, not the fabricator's, after 24 hours.
Do you try to install it anyway? Hoping the customer won't notice? Sometimes you can put a scratch in a far or high corner. Sometimes, (if you're lucky), the molding will cover. Sometimes, you need to explain to your customer that while the scratch is visible from an oblique angle, it is within acceptable standards for the glass industry.
What the ____? I wanted perfect...not acceptable! Here is what you need to know about industry standards. The bible here is ASTM C1036-06. What the____ is this? This short document lists just about every defect known to a glass man, and what is acceptable. ASTM C 1048-04 does the same for tempered or heat-strengthened products. Ask your glass vendor for a copy. Or go ASTM.org and download (for a fee) these standards. Try the GANA site, glasswebsite.org for more info. Of if you have the GANA glazing manual, the most important sections of these specs are included.
Next time you print your quotation forms or your invoices, place a short line, (along with your financial terms), that the glass products you install will meet the standards as set forth by the American Society for Testing and Materials, for the glass type purchased, and that a copy of the standard will be given upon request. Each state may have certain rules about disclaimers like this, so the next time you are having lunch with your attorney, ask if there are restrictions in your state.
There is nothing carved in law about these standards. If your customer wants perfect and you explain the standards, they still may not pay you. But, experience has shown me that most reasonable consumers will accept these standards. If you have Mrs. Marilyn Unreasonable concerned about her shower door and threatening about payment, remember when you took the job? You knew she would be 'one-of-those', and you threw the dice. Just about every glazier who called me about a defect from our factory prefaced the conversation with, "I've got this crazy customer...". And I felt for them, dealing with the public is the hardest part of a retail glass shop's life.
OK, you are with the customer and trying to explain the charts in these standards. I will go over them in the next couple of blogs.
By the way, we won't be publishing a blog on September 9; we will back at the keyboard for September 16, when we'll discuss the standards, helping you to understand and use them.
Sunday, August 31, 2008
Sunday, August 24, 2008
Why Did They Go Out Of Business?
Make a list of your seven strongest competitors over the last three years. Odds are at least two of them are out of business, and one, while still in business, is no longer a competitor. If you can figure out why they went out of business, and prevent these situations in your company, you may have a long future. Let's try!
So, write down seven top competitors to your broadest lines over the last three years, ignoring if they are currently in business or not. For each one, take a few minutes and write out all of the strong points of each competitor, and in a second column, write out the weaknesses of each. You will find the ones that are no longer in business have a longer list of weaknesses, or one weakness so overpowering that you wrote it in CAPITAL LETTERS.
Combine the lists of weaknesses, and on another page, a list of the strengths.
Do the same thing, honestly, for your company. Stand outside your own shadow, and write honestly. You don't have to show this to anyone, so be as candid as you can be. Include your own personal strengths and weaknesses right along with the company's.
Bake in the oven for 45 minutes. Oh, wait....that's another recipe.
If the weakness you wrote for your company match the weaknesses of the companies that are out of business, you now have a blueprint to change your company as quickly as you can.
If you see that your strengths are in the same categories as your competitors weakness, go after these areas. Promote and advertise your strength. Invest in your strengths to improve your facilities and your people. Your weaknesses will probably be the strengths of the current companies. Start a 'weakness-of-the-month' plan, trying to improve one area a month within your firm. Look at the other's strengths, and use those as benchmarks for your growth.
Make a list, check it twice, and suddenly, your company is better, (translate=more profitable). This is not rocket science. You can do it. Sometimes you need an outsider to help you understand your own strengths and weaknesses and to help you lay out a path to improve. No matter---it is up to you to do it the improving
Nobody knows your strengths and weaknesses better than you do. If you are honest about your company and your competitors, you will have a handy checklist for a year's worth of improvements in your hands.
So, write down seven top competitors to your broadest lines over the last three years, ignoring if they are currently in business or not. For each one, take a few minutes and write out all of the strong points of each competitor, and in a second column, write out the weaknesses of each. You will find the ones that are no longer in business have a longer list of weaknesses, or one weakness so overpowering that you wrote it in CAPITAL LETTERS.
Combine the lists of weaknesses, and on another page, a list of the strengths.
Do the same thing, honestly, for your company. Stand outside your own shadow, and write honestly. You don't have to show this to anyone, so be as candid as you can be. Include your own personal strengths and weaknesses right along with the company's.
Bake in the oven for 45 minutes. Oh, wait....that's another recipe.
If the weakness you wrote for your company match the weaknesses of the companies that are out of business, you now have a blueprint to change your company as quickly as you can.
If you see that your strengths are in the same categories as your competitors weakness, go after these areas. Promote and advertise your strength. Invest in your strengths to improve your facilities and your people. Your weaknesses will probably be the strengths of the current companies. Start a 'weakness-of-the-month' plan, trying to improve one area a month within your firm. Look at the other's strengths, and use those as benchmarks for your growth.
Make a list, check it twice, and suddenly, your company is better, (translate=more profitable). This is not rocket science. You can do it. Sometimes you need an outsider to help you understand your own strengths and weaknesses and to help you lay out a path to improve. No matter---it is up to you to do it the improving
Nobody knows your strengths and weaknesses better than you do. If you are honest about your company and your competitors, you will have a handy checklist for a year's worth of improvements in your hands.
Monday, August 18, 2008
Is There Religion In Your Company?
Last week our Presidential candidates were speaking about the role of religion in their lives. We see and hear this every day from the news media, and the pollsters seem to feel that religion will have a large impact on the election. Most, but not all, Americans are affiliated with an organized religion. What does this mean for your glass company? How does religion affect how you operate your business?
The answer is it shouldn't.
I know, treat people fairly and honestly; do not lie or cheat; and don't say bad things about other people, or religions. These may be religious tenants, but they are rules that we should all live by....no matter what or if there is a religious factor in your life.
So, what is this blog about?
Religion is a significant part of most Americans life. Let's see where religion does impact our businesses. The largest impact is on hiring. You cannot ask some one's religion; you cannot ask what Church they go to; you cannot ask if they keep a special diet proscribed by their religion; you can't ask their opinion on religious beliefs; and you cannot make being a follower of a certain religion a prerequisite for hiring.
You can ask if someone is honest, loyal and all of the Boy Scout Oath characteristics. You just can't ask about religion.
You should ask if the potential employee can work overtime...if they have any work restrictions. If you have a "Bona Fide Occupational Qualification" (BOQ), that says an employee must be available on Friday nights, and a Jewish person will not be available on Friday nights, you may pass on this person. This has to be a legitimate need. Not just a made-up need to help you screen people. If you are hiring for a week-end shift, and the applicant says he cannot work on Sunday Morning, from 9:00 to noon, then you have the right not to hire. But, if you hire someone for a Mon-Fri job, and later you ask for Sunday O/T, you can't force someone to come in on Sunday, if they say their religious observations conflict. You can't punish them, or fire them for not coming in on Sunday, (or Friday night if Jewish) if you didn't tell the employee at the time of hire that there may be O/T at these times.
Yes, you can hire people of all one religion. You can put religious signs or icons in your showroom. You may mention Biblical quotes in your advertising, or have them written on your truck. But, you may not make being of a certain religion the only criteria for hiring. If you only advertise for help-wanted in Church newsletters, or on Religious Radio Stations, your applicants may fit your desire. The biggest mistake you can make, though, is turning someone down, who may otherwise be qualified, and wants to work for you at your stated wages, because you don't know, or disagree with their religion.
It is OK for you to give a discount to your local church when they need glass work. You don't have to give a discount to every Church that calls you. But if you give every religious group a discount, don't hold back if a Church you disagree with asks for a price. Legal or not doesn't matter as much as the bad publicity you can create.
You can close on religious holidays. It is your right to run your business as you see fit, but be sure to pay everyone the same for the day off. This may be no pay...that is OK as long as you do it consistently through your company. If you give employees an option to work on Good Friday, you should also offer the same option for other religious days, such as Ramadan or Passover. Don't get carried away with this...you can probably find an obscure religious holiday on just about any day of the year. Know your workforce, and set this policy accordingly.
You should also be aware that there are organized religions that don't celebrate holidays. If an employee is a member of the Jehovah's Witness religion, they won't accept a Christmas Bonus. If you give this as a performance bonus, it is OK. If you put "Christmas Bonus" on the check, it will not be cashed. You should be aware of your co-workers so you don't embarrass yourself or your employee.
If your business niche is to service religious buildings, then advertise it. Tell about your expertise with stained glass, for instance.
You can do a lot with your personal religiosity in your business. You can and should set an example of personal ethics and integrity. You just can't discriminate in hiring or in pricing with customers.
The answer is it shouldn't.
I know, treat people fairly and honestly; do not lie or cheat; and don't say bad things about other people, or religions. These may be religious tenants, but they are rules that we should all live by....no matter what or if there is a religious factor in your life.
So, what is this blog about?
Religion is a significant part of most Americans life. Let's see where religion does impact our businesses. The largest impact is on hiring. You cannot ask some one's religion; you cannot ask what Church they go to; you cannot ask if they keep a special diet proscribed by their religion; you can't ask their opinion on religious beliefs; and you cannot make being a follower of a certain religion a prerequisite for hiring.
You can ask if someone is honest, loyal and all of the Boy Scout Oath characteristics. You just can't ask about religion.
You should ask if the potential employee can work overtime...if they have any work restrictions. If you have a "Bona Fide Occupational Qualification" (BOQ), that says an employee must be available on Friday nights, and a Jewish person will not be available on Friday nights, you may pass on this person. This has to be a legitimate need. Not just a made-up need to help you screen people. If you are hiring for a week-end shift, and the applicant says he cannot work on Sunday Morning, from 9:00 to noon, then you have the right not to hire. But, if you hire someone for a Mon-Fri job, and later you ask for Sunday O/T, you can't force someone to come in on Sunday, if they say their religious observations conflict. You can't punish them, or fire them for not coming in on Sunday, (or Friday night if Jewish) if you didn't tell the employee at the time of hire that there may be O/T at these times.
Yes, you can hire people of all one religion. You can put religious signs or icons in your showroom. You may mention Biblical quotes in your advertising, or have them written on your truck. But, you may not make being of a certain religion the only criteria for hiring. If you only advertise for help-wanted in Church newsletters, or on Religious Radio Stations, your applicants may fit your desire. The biggest mistake you can make, though, is turning someone down, who may otherwise be qualified, and wants to work for you at your stated wages, because you don't know, or disagree with their religion.
It is OK for you to give a discount to your local church when they need glass work. You don't have to give a discount to every Church that calls you. But if you give every religious group a discount, don't hold back if a Church you disagree with asks for a price. Legal or not doesn't matter as much as the bad publicity you can create.
You can close on religious holidays. It is your right to run your business as you see fit, but be sure to pay everyone the same for the day off. This may be no pay...that is OK as long as you do it consistently through your company. If you give employees an option to work on Good Friday, you should also offer the same option for other religious days, such as Ramadan or Passover. Don't get carried away with this...you can probably find an obscure religious holiday on just about any day of the year. Know your workforce, and set this policy accordingly.
You should also be aware that there are organized religions that don't celebrate holidays. If an employee is a member of the Jehovah's Witness religion, they won't accept a Christmas Bonus. If you give this as a performance bonus, it is OK. If you put "Christmas Bonus" on the check, it will not be cashed. You should be aware of your co-workers so you don't embarrass yourself or your employee.
If your business niche is to service religious buildings, then advertise it. Tell about your expertise with stained glass, for instance.
You can do a lot with your personal religiosity in your business. You can and should set an example of personal ethics and integrity. You just can't discriminate in hiring or in pricing with customers.
Tuesday, August 12, 2008
Getting Rid of Your Smoke-Filled Office
We discussed the costs of smoking in your company. One study says that a smoker costs a company, your company, $3,500 a year in lost work productivity and increased costs. Another study says over $6,000. Whatever. It costs you and it costs your employee. Yet, you do have the opportunity to save this money, and help your employees and maybe yourself.
Don't think of yourself as the 'morals police'. This is not a campaign to impose your way of life on your employees, but a way to make your company more efficient and profitable. More than half of the people who try to quit smoking don't succeed. Don't be upset or vindictive if your employees don't succeed. Try again next year. Don't think of this as a waste, you have made it better for the next year's program. Encourage the stoppers, but say nothing to the one's who continue. An owner or manager should never belittle an employee over this.
Plan this smoking cessation carefully. To begin, announce the program will start a couple of weeks down the road. Get people used to thinking about. If you have positive reinforcement, your employees will look forward to it. Put up signs saying "Two weeks from Monday you will feel better", or "Next Monday you will be able to breath". Always start on a Monday, so that the employee's time is taken up with work. If you start on a Friday, over the weekend, people will back slip. The Monday start gives them 5 days of support before they are home for the weekend.
Have your financial plan ready before you announce the program. Call your health insurance carrier and see what they cover in smoking cessation. Some pay in full. If yours doesn't, how much is the deductible, and how much is the co-pay for the nicotine patch? Usually, the worker needs to spend between $50-$100 out of pocket. I would offer to pay this for each employee, up to a maximum point you will set. This is a small investment for a big return. On your posters, make one that says "A one-pack-a-day smoker will save $2400 a year".
The best things you can do to initiate a smoking cessation campaign are:
1. Go to smokefree.gov on the Internet. They offer realistic and easy tools to help. There are plenty of free booklets for you to download and hand out to your team (in English and Spanish). They offer free advice, both real world and medical, and personalize support if needed. Use the Internet or call 1-800-QUITNOW, (800-784-8669).
2. Google the phrase 'stop smoking', and you will find many other groups with information and help, both for the smoker, and the company trying to implement a program.
3. Be positive. Support success, don't berate slipping back.
The best other resource you can get is to call your local chapter of the American Cancer Society (cancer.org), American Lung Association (lungusa.org), or the American Heart Association, (americanheart.org). All three of these groups will definitely help you set up a great program.
Be supportive of the program. Have plenty of sweet mints and candies available. If possible have cut up carrots or celery available to munch on. This helps control the oral sensation of not having a cigarette.
Encourage the rest of the company not to smoke in front of or near someone trying to stop. For the first week or two, don't let the employee go to job sites that are smoke filled, like restaurants or bars.
Have lots of cold water and juice available. Drinking a lot helps flush the body of nicotine quicker. The quicker it is out of the body, the easier to quit.
Avoid coffee breaks where smoking was the norm. Avoid fat-filled foods, you will gain some weight stopping smoking, and watching your diet may help offset this.
Eat slowly, so that your full meal time is taken up by eating, and you have no time for an after meal cigarette.
Exercise a lot, this helps the body rid itself of nicotine and other smoking chemicals. Find out if your health plan offers gym or health club benefits and promote this with your employees.
Post this phone number: 877-44U QUIT (877-448-7848), a live person will talk with you from the National Cancer Institutes's free smoking quitline.
Enough for now. Remember, you as a leader can influence the outcome. Be supportive, be proactive, and you and your company will come out ahead!
Don't think of yourself as the 'morals police'. This is not a campaign to impose your way of life on your employees, but a way to make your company more efficient and profitable. More than half of the people who try to quit smoking don't succeed. Don't be upset or vindictive if your employees don't succeed. Try again next year. Don't think of this as a waste, you have made it better for the next year's program. Encourage the stoppers, but say nothing to the one's who continue. An owner or manager should never belittle an employee over this.
Plan this smoking cessation carefully. To begin, announce the program will start a couple of weeks down the road. Get people used to thinking about. If you have positive reinforcement, your employees will look forward to it. Put up signs saying "Two weeks from Monday you will feel better", or "Next Monday you will be able to breath". Always start on a Monday, so that the employee's time is taken up with work. If you start on a Friday, over the weekend, people will back slip. The Monday start gives them 5 days of support before they are home for the weekend.
Have your financial plan ready before you announce the program. Call your health insurance carrier and see what they cover in smoking cessation. Some pay in full. If yours doesn't, how much is the deductible, and how much is the co-pay for the nicotine patch? Usually, the worker needs to spend between $50-$100 out of pocket. I would offer to pay this for each employee, up to a maximum point you will set. This is a small investment for a big return. On your posters, make one that says "A one-pack-a-day smoker will save $2400 a year".
The best things you can do to initiate a smoking cessation campaign are:
1. Go to smokefree.gov on the Internet. They offer realistic and easy tools to help. There are plenty of free booklets for you to download and hand out to your team (in English and Spanish). They offer free advice, both real world and medical, and personalize support if needed. Use the Internet or call 1-800-QUITNOW, (800-784-8669).
2. Google the phrase 'stop smoking', and you will find many other groups with information and help, both for the smoker, and the company trying to implement a program.
3. Be positive. Support success, don't berate slipping back.
The best other resource you can get is to call your local chapter of the American Cancer Society (cancer.org), American Lung Association (lungusa.org), or the American Heart Association, (americanheart.org). All three of these groups will definitely help you set up a great program.
Be supportive of the program. Have plenty of sweet mints and candies available. If possible have cut up carrots or celery available to munch on. This helps control the oral sensation of not having a cigarette.
Encourage the rest of the company not to smoke in front of or near someone trying to stop. For the first week or two, don't let the employee go to job sites that are smoke filled, like restaurants or bars.
Have lots of cold water and juice available. Drinking a lot helps flush the body of nicotine quicker. The quicker it is out of the body, the easier to quit.
Avoid coffee breaks where smoking was the norm. Avoid fat-filled foods, you will gain some weight stopping smoking, and watching your diet may help offset this.
Eat slowly, so that your full meal time is taken up by eating, and you have no time for an after meal cigarette.
Exercise a lot, this helps the body rid itself of nicotine and other smoking chemicals. Find out if your health plan offers gym or health club benefits and promote this with your employees.
Post this phone number: 877-44U QUIT (877-448-7848), a live person will talk with you from the National Cancer Institutes's free smoking quitline.
Enough for now. Remember, you as a leader can influence the outcome. Be supportive, be proactive, and you and your company will come out ahead!
Monday, August 4, 2008
Cigarettes Are Bad For Your Business...But Peanut Butter Cups Are Perfect!
Of course I am prejudiced, I don't smoke and I do eat peanut butter cups.
Now that I have that disclaimer out of the way: smoking is bad for everyone's health and is very bad for your business. If your state bans smoking in indoor places, enforce it in your business. If the decision is yours, implement a no-smoking policy as soon as you can.
Why?
Smoking costs you, the owner, a ton of money. Here's why---
- Lost Productivity. A smoker will spend 10-15 minutes per day lighting up, looking for ash trays, pausing with that first puff, and taking two minutes talking with each person that comes over to borrow a cigarette.
- Safety. Two men are carrying a 72 x 100 mirror. The one with the cigarette let's it fall from his lips, hitting himself on the knee. The natural instinct is to brush the ash off before it burns him. OOPS...a broken mirror at best and a cut on the other guys forearms at the worst. You can't yell out a warning if your lips are stuck around a cigarette. You are not looking at your surroundings if you are lighting a cigarette. Cigarette butts all over the floor present a slip factor. Driving your company van and lighting up will cause higher accident rates
- Higher Insurance Rates. Your health insurance will be higher as you will have higher claims. Many auto insurance policies give a Non-Smokers discount of up to 10%. Most life insurance companies give a significant discount to non-smokers. Studies have proven that a smoker takes longer to recover from an injury or operation. The longer an employee is out, the higher is your worker's comp premium. Your property insurance carrier may give you a discount if your property is a non-smoking facility.
- The Bucks. A smoker who does a pack a day spends, on average, $35.00 a week. If your employee stopped smoking and kept this money, this is equivalent to $1820 after tax, about $2400 pre-tax, or about $1.25 an hour. Save a couple of hundred on personal insurances, save on dry cleaning and replacing clothes with burn holes, and the average one-pack-a-day smoker saves about $2.00 an hour. By working on smoking cessation programs, some of your employees will be getting more take-home money, which means less pressure on you for wages.
- Image. The image of a smoking installer at Mrs. Jones house, with her white rug, should scare the heck out of you.
- Hiring. You will hire better people if you advertise yourself as a smoke-free business. Who wants to work around other smokers, unless they are smokers themselves?
- Health. If you are alive, you know that smoking is not good for your health. If you help people stop smoking, you get a gold star for your forehead, and a happier and healthier work force. Savings are OK, but it is even better to make your work force healthy.
Are you convinced yet? If you, as the owner smoke, then by quitting and setting the example, you become the hero and will feel better in the morning. No medical photos here, you know what smoking does.
Next week I'll go over a couple of ways to introduce cessation programs in any type of business. Peanut butter cups. however, are worth the calories and don't affect the lungs.
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