"Buy one, get the second one free."
"Every two years, come back and get a free phone!"
You know, I believed the advertising. My wife and I have one of the major national carriers that actually has service on my mountain in New Hampshire. Our phones were a couple of years old, and I got an email saying we qualified for the free phones. Elaine and I discussed what kind of phones we wanted--Internet or not, touch screen, video or regular camera.
We both said, "keep it simple".
So, I went to the store today to pick up my free phones. You know, I should have known better. In fact I knew better, but somehow got lulled into thinking it wouldn't happen. I am not naive; I just should have known better.
Yes, my carrier had over thirty phones on display, and two of them would have been free. They had no features, transmitted weakly (according to Molly, the sales clerk), and had many reported instances of going in for warranty work.
For only $50.00 a phone, I could get two phones that would fit our needs.
And our current car chargers don't fit. Two new chargers were $30.00 each. Of course you need a new case for $30.00. And since the phones have easy to use keyboards, and we will do more texting, only a $20.00 monthly increase to our service plan to have unlimited texting.
It's a good thing there is no sales tax in New Hampshire.
I am sure that right now you are saying, this is common place, and that there is no way around it. You're right.
Let's think about this. Most of the people who read my blog are decision-makers in the glass industry. So, when you write an ad for the local paper or put up a sign in your window, and you offer a deal--Make It Real!
No asterisks and no small print. Treat your customers like real people, and give an offer that can stand up to inspection by fussy consumers. To me at least, I would rather see a 10% off sale that is a real 10% than a 15% off sale on just part of an order. I hate the ads that say "New Windows only $50.00." No one will buy those today.
Haven't you walked into a store to buy something on a really good sale, only to be disappointed when you find it is out of stock, or not at all like the description on line or in an ad? Do you want to shop there again?
Do you want your customers to feel the same way about your glass shop, or your business?
Monday, July 26, 2010
Saturday, July 17, 2010
Life Is NOT Fair
This blog is a complaint blog. If you don't want to read my whining, click out now.
Anyone who know me or reads my blogs knows that I enjoy baseball. Over my life, I have been to probably eight or nine hundred major league games, hundreds more in minor leagues, and little league games in the thousands.
In the thousand or so professional games I have never caught a fair home run or a foul ball, during a game or during batting practice. (If you don't go for batting practice before the game, you are not a fan.) I have been tossed balls by players when hanging over the fence. Maybe a hundred or so. It helps to have a young and cute kid with you. But never, have I caught a ball directly off a bat. Never. I still bring my glove to games. You never know when you are in the perfect seat.
I have been near balls, but never near enough. Once I was at a game with my friend Chuck Kaplanek and our kids. His son, Chris, who was at his second or third game of his life at about 8 years old, caught a home run ball, two seats over from me. We were thrilled for him. The next day Chuck told that Chris threw the ball down a sewer in the street. I cried. That was the closest I have been.
At the 2000 World Series between the Yanks and the Mets, my daughter, about 14 at the time, had a ball fall in front of her. This gnarly old lady pushed her down, twisted her hands and arm to the point of Jessica screaming, and tore the ball from her hands. I guess she really wanted it. I told Jessica I would get her another. That was 12 years ago and she is still waiting.
So here is my complaint about life. Last week, Mr. Adam Koltun, at a game in Miami, caught two foul balls, on two successive pitches. He was a gentleman and give one of the balls to a young boy seating near him. That is classy.
But NOT fair.
I have been to a Marlins game in Miami and didn't catch even one.
So, Adam, what is your secret. What did you have for breakfast that day? What clothes were you wearing? Had you just helped a little old lady cross the street? Did you say a prayer? Did you remember your mother-in-laws birthday? Come on, what did you do that can be copied by a guy like me?
In my home office, just off the kitchen, I have over two hundred baseballs on shelves around the room. Many from great little league games, some purchased, some given as gifts, some tossed to me by big-leaguers. None caught. I am just about out of space, but have reserved one spot for 'the' ball. I am expecting it at the very next game I go to.
Anyone who know me or reads my blogs knows that I enjoy baseball. Over my life, I have been to probably eight or nine hundred major league games, hundreds more in minor leagues, and little league games in the thousands.
In the thousand or so professional games I have never caught a fair home run or a foul ball, during a game or during batting practice. (If you don't go for batting practice before the game, you are not a fan.) I have been tossed balls by players when hanging over the fence. Maybe a hundred or so. It helps to have a young and cute kid with you. But never, have I caught a ball directly off a bat. Never. I still bring my glove to games. You never know when you are in the perfect seat.
I have been near balls, but never near enough. Once I was at a game with my friend Chuck Kaplanek and our kids. His son, Chris, who was at his second or third game of his life at about 8 years old, caught a home run ball, two seats over from me. We were thrilled for him. The next day Chuck told that Chris threw the ball down a sewer in the street. I cried. That was the closest I have been.
At the 2000 World Series between the Yanks and the Mets, my daughter, about 14 at the time, had a ball fall in front of her. This gnarly old lady pushed her down, twisted her hands and arm to the point of Jessica screaming, and tore the ball from her hands. I guess she really wanted it. I told Jessica I would get her another. That was 12 years ago and she is still waiting.
So here is my complaint about life. Last week, Mr. Adam Koltun, at a game in Miami, caught two foul balls, on two successive pitches. He was a gentleman and give one of the balls to a young boy seating near him. That is classy.
But NOT fair.
I have been to a Marlins game in Miami and didn't catch even one.
So, Adam, what is your secret. What did you have for breakfast that day? What clothes were you wearing? Had you just helped a little old lady cross the street? Did you say a prayer? Did you remember your mother-in-laws birthday? Come on, what did you do that can be copied by a guy like me?
In my home office, just off the kitchen, I have over two hundred baseballs on shelves around the room. Many from great little league games, some purchased, some given as gifts, some tossed to me by big-leaguers. None caught. I am just about out of space, but have reserved one spot for 'the' ball. I am expecting it at the very next game I go to.
Monday, July 12, 2010
You Can Learn From Bill's Mistake
It sure would tick me off. I was talking with a glazier who did some repairs at a small condominium complex on a regular basis. Homeowners would call him for breaks and seal failures. He knew the condo's management, and he never missed a job call. One day he was driving by the complex and he saw a Brand X Window Company truck offloading pallets of new windows and doors for the condos.
Let's call my friend Bill. Bill went into the condo office, with a head of steam and asked what the heck was going on. Calmly, the manager explained that Brand X had been working the Association for six months on a program to install new windows that were extremely energy-efficient. With the tax rebates, and the projected energy savings, they had a four year payback on this purchase. Bill asked, "Why didn't you ask me about the windows?" The manager said that Bill was a great repairer of windows, but didn't know Bill could make or install new windows.
Well, Bill left there, proceeded to stop at Molly's Bar and Grill, have a few cold ones, and that evening he called me. Where did he go wrong? Here is what I told him.
"Bill," I said, "You are a great glass man, you can fix anything with glass in it, making it look better than new. You never miss an appointment, and are always fair in your pricing. But, Bill, the glass market is changing all around us, everyday. Customers aren't buying new windows for decorative purposes; energy-savings is the key to everything in the glass business today. Look at your business cards, it has 'Bill Repairs Breaks' in bold letters and so does your yellow pages ad. You talk about your great service in your ads, and when people need service they call you.
Let's call my friend Bill. Bill went into the condo office, with a head of steam and asked what the heck was going on. Calmly, the manager explained that Brand X had been working the Association for six months on a program to install new windows that were extremely energy-efficient. With the tax rebates, and the projected energy savings, they had a four year payback on this purchase. Bill asked, "Why didn't you ask me about the windows?" The manager said that Bill was a great repairer of windows, but didn't know Bill could make or install new windows.
Well, Bill left there, proceeded to stop at Molly's Bar and Grill, have a few cold ones, and that evening he called me. Where did he go wrong? Here is what I told him.
"Bill," I said, "You are a great glass man, you can fix anything with glass in it, making it look better than new. You never miss an appointment, and are always fair in your pricing. But, Bill, the glass market is changing all around us, everyday. Customers aren't buying new windows for decorative purposes; energy-savings is the key to everything in the glass business today. Look at your business cards, it has 'Bill Repairs Breaks' in bold letters and so does your yellow pages ad. You talk about your great service in your ads, and when people need service they call you.
"But, in this case, a sales team came into the association, and with graphs and charts, they sold the Association on new windows. I'll bet you never discussed new windows with the manager, did you?"
"Never did," he replied. "Never thought they needed them, as I kept fixing them up all the time."
"Bill, you didn't see the big sale right in front of your face. Service such as yours is the most important thing for a break shop, but you can be more than that. You have the relationship with the Condo manager. You could have made an appointment to meet him and present an alternate energy savings window. You just didn't see it right in front of your face."
Bill asked, "I don't know much about low-e and all the tax stuff, so how could I compete?"
"Bill, you have the most valuable part of the equation. You are trusted by the condo manager. Here is what you do for the other condos you work on. Start out by working with two or three window manufacturers. One, aluminum, one vinyl or fiberglass, and one wood. Have their regional reps call on you and set up an operating plan like this. You will set up the meeting with your friends and the window manufacturer's rep will give the presentation. You work together on the pricing of the windows, and you do the install."
"It's a no-brainer. If the condo or apartment trusts you, your recommendation goes a long way and is transferred to the window provider.
"Change your business card, update your yellow pages ad, hire your ten-year old nephew to build a web site highlighting window energy conservation. Put a sign on your truck, and a flyer in every invoice and statement you send out. If you pick up one or two jobs per year, you are a hero! And by the way, when you sit through the presentations, you will be learning all about energy savings and glass. Believe me Bill, this is the most important aspect of our industry in the future."
Paul's Note: Yes, this is totally made up, but it sounds a lot better this way than if I just threw a sermon at you about energy-savings!
Monday, July 5, 2010
A Question From The West Side
Brad Cook, the President and Co-owner of ARC Glass in Brook Park, Ohio sent in a great question. Before I answer Brad's question, a little geography and history lesson is in order. I was born and raised in Cleveland, which is probably the least appreciated city in the US. I lived for baseball season as a kid and followed the Cleveland Indians, as they became the Gods of my youth. Rocky Colavito was my hero. Herb Score was a Cleveland pitcher until he got hit in the face by a line drive, breaking his eye socket and cutting his career short. I remember crying that night like no other night up to then in my life.
On the other hand, when I went to college in Boston, I never went back to Cleveland. I found out that Cleveland was in a different time zone than Boston, about three years behind.
The geography lesson is this. Brook Park is on the west side of Cleveland, near Hopkins Airport. I grew up on the east side. Crossing from one to the other was like going to another world. The Cleveland Zoo was on the West Side, like the Airport, and those were the only two places I ever went on the west side. So, when I received Brad's note, from a west sider, it proved that times have improved. Although, Brad probably didn't know I am an east sider.
So, thanks Brad for this question and thanks for triggering some memories of growing up. Here's Brad's question:
"Initially we were told by our IG supplier that they could not obtain low-e stock that met the government's requirements for the tax credit. At a later date, they expanded on their incapacity saying the low-e coating that met the aforementioned requirements was too soft be produced on their equipment.
"Can you offer any insight? Thank you for your time.
Here we go Brad. Your supplier needs to update his equipment, or you need to get a different supplier for these type of jobs.
There are two broad categories of low-e glass: hard coat and soft coat. Hard coat has the low-e manufactured into the glass as it comes out of melting furnace at 2300 degrees. After cooling it is easy to handle. You can temper, drill, laminate or anything else you can do with regular float. The downside is that it is not the most efficient product. Soft coat is more efficient, and meets the criteria for energy star windows for the tax credit (see the website at: http://www.energystar.gov/index.cfmc=windows_doors.pr_anat_window for technical info), but it needs specialized manufacturing equipment to make IG units correctly. Without the right equipment the coating will scratch and blotch in the washing machine. Also, finger prints are in the coating forever. Cutting oil leaves a residue. All said, it is tougher to manufacture the units with soft coat.
If your vendor doesn't have the right equipment, they are smart not to attempt to use the soft coat products. Nonetheless, this is the future of our industry. Hard coat has many good uses in commercial, large size units. For residential, though, soft coat will rule the roost.
As for you, Brad, you do need to have another source of IG. Ask local fabricators if they do soft coat. Any soft coat will meet the energy-star standards and you will be able to fill your customer's needs. Soft coat units are more expensive. Usually 20-30% more. You will have no handling problems. The coating is to the inside of the unit, you'll install just like any other unit. Also, there are many different soft coats out there. Unless you know the exact product used in the initial install, you will have a tough time matching on any replacement job. If you are building from scratch, make sure you and your customer keep a record of the products being used.
Brad, give my regards to Cleveland...go Indians.
On the other hand, when I went to college in Boston, I never went back to Cleveland. I found out that Cleveland was in a different time zone than Boston, about three years behind.
The geography lesson is this. Brook Park is on the west side of Cleveland, near Hopkins Airport. I grew up on the east side. Crossing from one to the other was like going to another world. The Cleveland Zoo was on the West Side, like the Airport, and those were the only two places I ever went on the west side. So, when I received Brad's note, from a west sider, it proved that times have improved. Although, Brad probably didn't know I am an east sider.
So, thanks Brad for this question and thanks for triggering some memories of growing up. Here's Brad's question:
"Initially we were told by our IG supplier that they could not obtain low-e stock that met the government's requirements for the tax credit. At a later date, they expanded on their incapacity saying the low-e coating that met the aforementioned requirements was too soft be produced on their equipment.
"Can you offer any insight? Thank you for your time.
Here we go Brad. Your supplier needs to update his equipment, or you need to get a different supplier for these type of jobs.
There are two broad categories of low-e glass: hard coat and soft coat. Hard coat has the low-e manufactured into the glass as it comes out of melting furnace at 2300 degrees. After cooling it is easy to handle. You can temper, drill, laminate or anything else you can do with regular float. The downside is that it is not the most efficient product. Soft coat is more efficient, and meets the criteria for energy star windows for the tax credit (see the website at: http://www.energystar.gov/index.cfmc=windows_doors.pr_anat_window for technical info), but it needs specialized manufacturing equipment to make IG units correctly. Without the right equipment the coating will scratch and blotch in the washing machine. Also, finger prints are in the coating forever. Cutting oil leaves a residue. All said, it is tougher to manufacture the units with soft coat.
If your vendor doesn't have the right equipment, they are smart not to attempt to use the soft coat products. Nonetheless, this is the future of our industry. Hard coat has many good uses in commercial, large size units. For residential, though, soft coat will rule the roost.
As for you, Brad, you do need to have another source of IG. Ask local fabricators if they do soft coat. Any soft coat will meet the energy-star standards and you will be able to fill your customer's needs. Soft coat units are more expensive. Usually 20-30% more. You will have no handling problems. The coating is to the inside of the unit, you'll install just like any other unit. Also, there are many different soft coats out there. Unless you know the exact product used in the initial install, you will have a tough time matching on any replacement job. If you are building from scratch, make sure you and your customer keep a record of the products being used.
Brad, give my regards to Cleveland...go Indians.
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