Last Year, Ian Barker of Christchurch, New Zealand, sent in a guest blog which was published on my pages. Two weeks ago, he sent another, which follows. The most amazing part of this story will continue after Ian's blog. Here is Ian's blog:
My daughter says "Mom, can we have McDonalds for dinner?".
Her mother, who is rushing around trying to get their gear sorted for Saturday morning sport, says "Maybe", and continues busily looking for the sun hats.
In the computer industry kids would be described as "boolean". It means either on or off, yes or no, black or white. With boolean computers there is no middle ground. There is no "maybe".
When parents say "maybe", kids hear "yes". When Mom answered "maybe" they programmed their minds for McDonalds for dinner and began salivating over the very thought of a greasy BigMac. Later in the day they say "Mom, why are we having salad for dinner. You said we could have McDonalds". Mom responds, and what follows is a very negative and pointless discussion about who said what and how we are not having McDonalds as Mom has already made a lovely salad. Nothing good comes from this.
Maybe. The worst word in the world.
So, this guy comes into your glass shop and says he needs a mirror cut and polished. You discuss and agree on a price. Just as the customer is leaving your shop and you have turned away to return to another job he calls out "Can I pick it up this afternoon". What do you answer? If you take your time to stop and think the answer will be a simple "Yes" or "No". Very boolean of you. If you're mind has moved to the next job you could say "maybe". Oooh, very dangerous. The customer just heard you say "yes". If you do deliver the polished mirror that afternoon the customer's expectations will have been met. All good. If you don't, then the customer will feel that you've not done what you said you would. A bad customer relations situation for your company. Not good.
So, I'm banning the word "Maybe" in my family. I think banning this word will only have positive outcomes for my family by the kids not thinking their parents (or others) have let them down. I am also banning the word in the rest of my life, work and social. No-one will ever get away with answering "maybe" to my questions, and no-one will ever hear me answer their questions with a "maybe".
Will this work? Please answer with a boolean response!
Great blog, but, here is what is so amazing: Ian sent his blog to me on the afternoon of Sunday, Feb. 20th. I responded on Monday afternoon, commenting on how good the blog was, and asking for some additional information that I could include with the blog. What follows is is Ian's answer:
Paul, Great to get the "Yes", many thanks.
We are sweltering in another hot day of summer. Blue skies, no wind, and very much summer. I've been watching all the wintery news from the USA, and we had a truck delivery from Seattle to NY delayed a couple of weeks ago due to bad weather.
Our bio is :
"The Glass Racking Company is a global supplier of transportation and factory handling equipment to the glass and window industries. Our products assist customers to save time, reduce rework, and address health and safety. Checkout our comprehensive website at www.theglassrackingcompany..com including 73 online videos of our products, 32 brochures, hundreds of photos, helpful tips, and much more. Subscribe to our monthly newsletter and join us on Facebook and LinkedIn."
Our business is going well despite the global economic recession. Its a lot of hard work but seeing traction in our international markets is very rewarding. There's a blog in that one day.
Also here in my home town of Christchurch (400,000 people) we had a 7.1 earthquake in September and have had over 4800 aftershocks since then. The first quake moved the ground 9 feet sideways and 3 feet up. Quite remarkable. The glass and window industries were bought to their knees, with massive losses of glass, but thankfully no loss of life. There's a good story in how the industry recovered to fix up our city, and also what glass and window factory equipment and systems survived the earthquakes well, and not so well.
Please keep up the good work with your blog. Myself and others here subscribe to USGNN and always read your blog entries. You have a great knack of mixing glass, business and topics of general interest. Most bloggers struggle to get the content and mix right, but not you Paul!
Lets keep in touch.
Cheers
Ian
The very next day, Christchurch was hit with another huge earthquake, killing more than 150 people and leaving vast destruction. I wrote Ian again, hoping that he was all right and safe. Here is his next response:
What an frightening few days! Fortunately my family, closest friends and all staff are all accounted for and no injuries. We have power and water on at our house so are one of the lucky few. Our house has been a stop-in haven for neighbours, friends and relatives so we've been very busy comforting and looking after them. My wife is responsible for over 80 foreign students who are at home stays, so Caro has been busy sorting them and their home stay parents, and getting them out of the country - no mean feat with limited telecommunications operating plus language issues.
I visited some glass companies yesterday and will spend all day today visiting others and arranging our staff to do what we can for them - its vital to the rebuild of our city that the glass and window businesses get back to operation.
Thanks for your thoughts Paul
Cheers,
Ian
In 1979 or 1980, while I was employed by CR Laurence, I attended a meeting at the home office in LA and experienced a small earthquake, the first one I had ever been involved in. I jumped...and everyone around laughed. To them it was just another thing. It scared the heck out of me. I look it up and it was a 2.3 on the scale. Barely nothing. Yet, it frightened me. My heart goes out to the country of New Zealand, and the people of Christchurch. I, and I am sure all of my readers, have you in our prayers.
Monday, February 28, 2011
Tuesday, February 22, 2011
Do You Know What Kind of IG You Just Installed?
Sure you do. It is right there on the packing list from your fabricator, and on the label with the glue that just won't come off cleanly.
Fast forward five years. Mrs. Smith just called and another baseball just went through her window and she wants you to order a replacement. Do you know which type of low-e? What color of spacer? Which surface the low-e is on? Most glass shops that I have talked with don't know. They will try to look it up in their old invoices, but they are stacked in boxes above the rest rooms in the back. It may take a week just to find the right box, and there have been seven customers named Smith in the last couple of years.
Even if you are computerized, you may still have a problem in loading old data or recovering from crashes.
I may sound like your grandfather, but a simple paper list containing job name, location, and make-up of units will be a great tool to your getting repeat business. A simple three ring binder with lined paper will do the trick. Keep this on the main customer service desk in your glass shop. When invoicing goes out to customers, make it a habit to fill in a line for the job.
Mrs. Jones has sold her house and the new owner, Mr. Smith, wants to replace a few windows. He will have no idea what type of glass is used and may call the local glass shops for estimates. You will know the exact type of glass and your competitors will only be able to say they will try to match the coatings, but don't be surprised if there is a checkerboard effect.
Please click this link to get a copy of the form, http://www.usglassmag.com/documents/igsaleslog.pdf.
This is a simple, easy to do project, that will create a huge benefit for you.
Fast forward five years. Mrs. Smith just called and another baseball just went through her window and she wants you to order a replacement. Do you know which type of low-e? What color of spacer? Which surface the low-e is on? Most glass shops that I have talked with don't know. They will try to look it up in their old invoices, but they are stacked in boxes above the rest rooms in the back. It may take a week just to find the right box, and there have been seven customers named Smith in the last couple of years.
Even if you are computerized, you may still have a problem in loading old data or recovering from crashes.
I may sound like your grandfather, but a simple paper list containing job name, location, and make-up of units will be a great tool to your getting repeat business. A simple three ring binder with lined paper will do the trick. Keep this on the main customer service desk in your glass shop. When invoicing goes out to customers, make it a habit to fill in a line for the job.
Mrs. Jones has sold her house and the new owner, Mr. Smith, wants to replace a few windows. He will have no idea what type of glass is used and may call the local glass shops for estimates. You will know the exact type of glass and your competitors will only be able to say they will try to match the coatings, but don't be surprised if there is a checkerboard effect.
Please click this link to get a copy of the form, http://www.usglassmag.com/documents/igsaleslog.pdf.
This is a simple, easy to do project, that will create a huge benefit for you.
Tuesday, February 8, 2011
Are You Ready For The End?
Is that a Tight End from the Green Bay Packers?
Is it a visit from the Dead End Kids?
Or is it a great dinner in Boston's North End.
Well, none of the above. The headline story in my local paper today was about "The End of the Recession" based on all of the spending at yesterday's Super Bowl. Three million for a thirty second ad, three thousand for a good seat, thirty thousand for a big-spender's weekend. The main thrust of the story was that with the return of the heavy-hitters to the advertising at Super Bowl 45, that the recession was coming to an end; that companies felt that Americans were ready again to buy a new Chevy, to get the newest hi-tech phone, or the upscale beer.
So with this clear definition that the recession is over, are you ready?
Most in the glass industry are truly not feeling the 'end' just yet. After all, we are very near the end of the construction time-line, but still, we are beginning to see that light shining at us.
Now is the time to be lining up your new machinery purchases, prices are just plain cheap now. Now is the time to be taking those courses in solar energy and energy-saving glass products. Now is the time to see that your staff is cross-trained in different parts of your operation.
The way I see it, the recession is over, and the climb out is in mid-stride. Are your people trained for new products? Now is the time. Have you spoken with landlords or builders in your area about getting larger space? Now is the time to make these deals. It is going to happen. You might want to think about taking delivery on machinery in the fall. You might want to plan to move next winter, but cut the deal now. The recovery will come, I promise.
I just got off the phone with an old friend who is a manufacturer's rep in the glass trade. He told me how poor business was. There are ten vendors trying for every sale, when there used to be three. It is the same way with the shops...retail customers shopping at more glass shops than ever, knowing there are deals to be had.
Yes, I know that with prices in the sewer, nobody is really making money now. If you stay afloat, you are successful. But that doesn't mean you don't plan ahead. Now is the time to cut those deals that will benefit you as the glass industry returns. Now is the time to learn about new products and processes that will benefit you.
Is it a visit from the Dead End Kids?
Or is it a great dinner in Boston's North End.
Well, none of the above. The headline story in my local paper today was about "The End of the Recession" based on all of the spending at yesterday's Super Bowl. Three million for a thirty second ad, three thousand for a good seat, thirty thousand for a big-spender's weekend. The main thrust of the story was that with the return of the heavy-hitters to the advertising at Super Bowl 45, that the recession was coming to an end; that companies felt that Americans were ready again to buy a new Chevy, to get the newest hi-tech phone, or the upscale beer.
So with this clear definition that the recession is over, are you ready?
Most in the glass industry are truly not feeling the 'end' just yet. After all, we are very near the end of the construction time-line, but still, we are beginning to see that light shining at us.
Now is the time to be lining up your new machinery purchases, prices are just plain cheap now. Now is the time to be taking those courses in solar energy and energy-saving glass products. Now is the time to see that your staff is cross-trained in different parts of your operation.
The way I see it, the recession is over, and the climb out is in mid-stride. Are your people trained for new products? Now is the time. Have you spoken with landlords or builders in your area about getting larger space? Now is the time to make these deals. It is going to happen. You might want to think about taking delivery on machinery in the fall. You might want to plan to move next winter, but cut the deal now. The recovery will come, I promise.
I just got off the phone with an old friend who is a manufacturer's rep in the glass trade. He told me how poor business was. There are ten vendors trying for every sale, when there used to be three. It is the same way with the shops...retail customers shopping at more glass shops than ever, knowing there are deals to be had.
Yes, I know that with prices in the sewer, nobody is really making money now. If you stay afloat, you are successful. But that doesn't mean you don't plan ahead. Now is the time to cut those deals that will benefit you as the glass industry returns. Now is the time to learn about new products and processes that will benefit you.
Tuesday, February 1, 2011
Why Every Business Person Should Have A BBF
Sure you should have a BBF. The guy down the street has one. Quick, look it up in the index of the CRL catalog...they have everything. Nope, not this time. A BBF is: Best Business Friend.
A BBF is someone who knows you well, understands your business, and can tell you when you are going off-course. A BBF will help you through rough times with advice. A BBF will listen to you for an hour and not judge you. Together, you and your BBF can role play situations and come up with pathways to solve problems.
Your BBF can be your accountant, lawyer, a consultant, or someone else in your trade that you don't compete with. If your company is large enough, you may have a partner or key employee that fits this role. Having a BBF is like a marriage...you don't have to agree with everything, but you comment clearly and from your heart.
You may only speak to your BBF once a quarter, or maybe weekly if you are involved in some sort of crisis or change. You should schedule a regular dinner where the topics are laid out for discussion. The topics don't have to be problems...maybe you want to grow into a new product line...maybe it is time to invest in a new building or maybe new equipment. Let's say you are having a hard time deciding whether to hire Jack or Joe for a job in your shop. Make the case for each one to your BBF, and let the BBF tell you which one you should hire. A good BBF will be able to tell you what you feel by listening to your descriptions about Joe and Jack.
And, turnabout is fair play. When someone asks you to help them in this same way, do it. Pass it on. You will learn more about yourself and your business decision making at the same time.
If your BBF is a professional, expect to pay them their hourly rate...and you pick up dinner to boot. If it is a friend, don't pay them, but if you have a good year, a modest gift would be in order.
There is an old expression, "It is lonely at the top". Whether your are a sole proprietor or CEO of a large company, you need the outlet to share your ideas and heartaches. Go to trade groups and find a kindred soul. Go to the Chamber of Commerce meetings and listen to people's questions...see who is on your wavelength. It may take a year to gain the trust in someone to share your basic business thoughts and problems. It is worth the effort.
A special note from Paul...Last week I received a great comment on my blog regarding violence in the workplace and firing an employee. Mr. Kim Mann, an attorney who knows the glass business inside and out, suggested that you contact your attorney prior to the final dismissal as a last word of advice. This is good advice and I should have mentioned this in my blog. Thanks, Kim.
A BBF is someone who knows you well, understands your business, and can tell you when you are going off-course. A BBF will help you through rough times with advice. A BBF will listen to you for an hour and not judge you. Together, you and your BBF can role play situations and come up with pathways to solve problems.
Your BBF can be your accountant, lawyer, a consultant, or someone else in your trade that you don't compete with. If your company is large enough, you may have a partner or key employee that fits this role. Having a BBF is like a marriage...you don't have to agree with everything, but you comment clearly and from your heart.
You may only speak to your BBF once a quarter, or maybe weekly if you are involved in some sort of crisis or change. You should schedule a regular dinner where the topics are laid out for discussion. The topics don't have to be problems...maybe you want to grow into a new product line...maybe it is time to invest in a new building or maybe new equipment. Let's say you are having a hard time deciding whether to hire Jack or Joe for a job in your shop. Make the case for each one to your BBF, and let the BBF tell you which one you should hire. A good BBF will be able to tell you what you feel by listening to your descriptions about Joe and Jack.
And, turnabout is fair play. When someone asks you to help them in this same way, do it. Pass it on. You will learn more about yourself and your business decision making at the same time.
If your BBF is a professional, expect to pay them their hourly rate...and you pick up dinner to boot. If it is a friend, don't pay them, but if you have a good year, a modest gift would be in order.
There is an old expression, "It is lonely at the top". Whether your are a sole proprietor or CEO of a large company, you need the outlet to share your ideas and heartaches. Go to trade groups and find a kindred soul. Go to the Chamber of Commerce meetings and listen to people's questions...see who is on your wavelength. It may take a year to gain the trust in someone to share your basic business thoughts and problems. It is worth the effort.
A special note from Paul...Last week I received a great comment on my blog regarding violence in the workplace and firing an employee. Mr. Kim Mann, an attorney who knows the glass business inside and out, suggested that you contact your attorney prior to the final dismissal as a last word of advice. This is good advice and I should have mentioned this in my blog. Thanks, Kim.
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