Or, to put it another way, if you don't do any of these, you have a chance to earn a sale based on the pricing, quality and reliability of your service. Keep these in mind during your next visit with a customer!
10. Show up late for your initial appointment or walk-thru.
9. Answer your customer's questions with made up answers, hoping they will never check up on you.
8. Forget to put your phone on vibrate or answering your phone while talking with a potential client.
7. Walk into a client meeting with a cigarette lit, or eating something.
6. Tell a potential client they "are wrong" instead of suggesting alternatives positively.
5. Brag about your grandchildren instead of your key employees who will work on the job!
4. While you are trying to sound like a big firm, tell the customer you are so busy you don't know when you can get to the work.
3. Talk up your political point of view on your first visit.
2. Tell an off-color or insensitive joke.
1. Bad-mouth your competitors.
So it is easy---follow Paul's ten easy rules to lose a sale and you don't have to worry about hiring people, buying inventory or worry about scheduling.
Tuesday, April 19, 2011
Tuesday, April 12, 2011
Leave Your Troubles At Home
Yep, we all have problems at home. Older parents, kids growing older quicker than you comprehend, illnesses, financial or community problems. We all have them, you and your employees and staff. It is just that you can't show or share your problems.
I wonder who first said, "It is lonely at the top." They were correct.
When your staff has a problem, you should be aware of it, encouraging people in the company to come to you explaining what is happening in their lives. In many cases you can help...a change of a schedule, a shift in duties or a small loan may give you an opportunity to help. If an employee has a real crisis happening, their work output will suffer and while their minds are preoccupied, accidents occur!
You may have to suggest they take a day or a week off. If there is a serious illness involved, they may need more time, and the earlier you know of this, the better you can react to keep your company production on schedule. The federal FMLA law may come into play here, and this will be discussed in an upcoming blog.
The concept for today is that while you want to know about your people, you can't share your woes with them. Most employees think you've got it made already, and they are working to make you money, so your problems are not as bad as theirs. Yes, this is a cynical point of view. If you have a problem that hurts the business, you are potentially hurting their livelihoods. If you solve personal problems while at work, then why can't they?
Sure, on most days you are the first in and the last out, but that doesn't count on the day you ask an employee not to spend so much time on the phone, when you have done the same thing.
Not fair. Right. But being in business is not about being fair. After all, in a good year you make a few more pennies than the others. (No excuses about not having a good year in the glass business recently.) You have to be the leader, and, leaders are supposed to be invincible.
With obvious situations, like an illness of your family member, you have to take the time and not care about the repurcussions. What I am talking about are the family squabbles, the refinance of your home(s), getting your boat in the water, and the things that say I have something that you don't. You have to do this away from the office. I am not saying you shouldn't have these things in your life. Just that the way to keep company peace is not to handle them in front of others who just might resent your taking care of them on business time when you should be managing the growth or reducing the problems of your company.
I wonder who first said, "It is lonely at the top." They were correct.
When your staff has a problem, you should be aware of it, encouraging people in the company to come to you explaining what is happening in their lives. In many cases you can help...a change of a schedule, a shift in duties or a small loan may give you an opportunity to help. If an employee has a real crisis happening, their work output will suffer and while their minds are preoccupied, accidents occur!
You may have to suggest they take a day or a week off. If there is a serious illness involved, they may need more time, and the earlier you know of this, the better you can react to keep your company production on schedule. The federal FMLA law may come into play here, and this will be discussed in an upcoming blog.
The concept for today is that while you want to know about your people, you can't share your woes with them. Most employees think you've got it made already, and they are working to make you money, so your problems are not as bad as theirs. Yes, this is a cynical point of view. If you have a problem that hurts the business, you are potentially hurting their livelihoods. If you solve personal problems while at work, then why can't they?
Sure, on most days you are the first in and the last out, but that doesn't count on the day you ask an employee not to spend so much time on the phone, when you have done the same thing.
Not fair. Right. But being in business is not about being fair. After all, in a good year you make a few more pennies than the others. (No excuses about not having a good year in the glass business recently.) You have to be the leader, and, leaders are supposed to be invincible.
With obvious situations, like an illness of your family member, you have to take the time and not care about the repurcussions. What I am talking about are the family squabbles, the refinance of your home(s), getting your boat in the water, and the things that say I have something that you don't. You have to do this away from the office. I am not saying you shouldn't have these things in your life. Just that the way to keep company peace is not to handle them in front of others who just might resent your taking care of them on business time when you should be managing the growth or reducing the problems of your company.
Tuesday, April 5, 2011
The Customer Credit Application--Your Most Important Form
Pretty brash statement...that the credit app is your most important form. Most people would say it is a customer order, or a customer invoice, or a customer payment! After all, there is nothing better than money in the bank. But, there is nothing worse than no money in the bank.
Orders don't count. Invoices don't matter--if you are not going to get paid what is due you. In fact, if you don't get paid, that customer order actually hurts you. You would have been better off without it!
Benny Bigshot walks in to your office and gives you an order that you have been wishing for. You have quoted this order three times, each successively lower, and now you have it. Benny asks how soon you can get started. You reply, "Right Away, Benny". He's happy and leaves.
Do you really know Benny? Of course you do...he has a nice office in the center of town, has put up a couple of buildings and they always seem rented. You took this job low to finally get into Benny's speed dial list, and you hope to get more work from him. Benny has tried three different glaziers on his last three jobs, and tells you that you could be the one to get his future work.
More than likely, Benny's payment patterns will force you to close your doors and give up everything you have worked for.
DO NOT TRUST ANY NEW ACCOUNT UNTIL YOU VERIFY THEIR CREDIT HISTORY WITH OTHER SOURCES. If they are a Fortune 500 company, OK, everyone else gets checked.
Your credit application should include:
There is a ton of information about everyone on the web. Use this tool wisely to help you grant credit.
The single most important credit granting tool is: Your gut. If you think giving Benny credit will keep you up at night until you get paid, then don't do it. Ask for a significant deposit. If you gut says don't do it, but you know you could use the business, follow your instincts. A glass business with low volume is better than a glass business with a high accounts receivable and no cash.
Orders don't count. Invoices don't matter--if you are not going to get paid what is due you. In fact, if you don't get paid, that customer order actually hurts you. You would have been better off without it!
Benny Bigshot walks in to your office and gives you an order that you have been wishing for. You have quoted this order three times, each successively lower, and now you have it. Benny asks how soon you can get started. You reply, "Right Away, Benny". He's happy and leaves.
Do you really know Benny? Of course you do...he has a nice office in the center of town, has put up a couple of buildings and they always seem rented. You took this job low to finally get into Benny's speed dial list, and you hope to get more work from him. Benny has tried three different glaziers on his last three jobs, and tells you that you could be the one to get his future work.
More than likely, Benny's payment patterns will force you to close your doors and give up everything you have worked for.
DO NOT TRUST ANY NEW ACCOUNT UNTIL YOU VERIFY THEIR CREDIT HISTORY WITH OTHER SOURCES. If they are a Fortune 500 company, OK, everyone else gets checked.
Your credit application should include:
- Complete name, address, phone, fax, email and web site info
- Complete bank name, branch address, checking acct number, local officer they deal with at the bank, and a short form that gives the bank authorization to release credit info. Most banks will not release info without this.
- Four vendors they have dealt with, in the last year, and in amounts similar to what you are expecting to grant credit for. I remember one glass shop that applied to me for credit, and gave a hardware store where they spent $40 a year as a credit reference, but wouldn't give me a glass or metal vendor. This is a sure sign of hiding relevant information.
- Ask for a personal guarantee on the credit line. Many people will not do this, but you can't get hurt by asking.
There is a ton of information about everyone on the web. Use this tool wisely to help you grant credit.
The single most important credit granting tool is: Your gut. If you think giving Benny credit will keep you up at night until you get paid, then don't do it. Ask for a significant deposit. If you gut says don't do it, but you know you could use the business, follow your instincts. A glass business with low volume is better than a glass business with a high accounts receivable and no cash.
Sunday, March 27, 2011
A Free Government Program That Will Improve Your Hiring Practices
'Free', 'Government', and 'Improve' are never used in the same sentence. Until now. Yep. If you are not using E-Verify as part of your employee hiring process, you are missing out on a great tool to help ensure you get a legal work force, who plan to be with you for the long run.
What is it? It is a program from the Department of Homeland Security (DHS) and the Social Security Administration (SSA) that verifies the legal working status of employees in just a few seconds.
Why will this help you?
I read about this in a magazine and decided to try it. I went to: www.dhs.gov/e-verify to see the site. It was easy to navigate and was not written by a bureaucrat.
I decided to register my consulting company and the whole process took about a half-hour, including a well laid-out tutorial program. I have one full-time hourly employee, and in entering her information, I instantly received a confirmation that she is authorized to work in the US. Now, I know she is legal, as this is my wife, but nonetheless, the process was fast, easy, and came back to me in a flash with her passport picture, allowing me to verify who she is.
No costs, no credit card numbers and a perfect correct response. I also went to some of the 'paid' sites on the Internet who offer the same services. Don't confuse these with the free site from DHS. You should not be paying for this service under any circumstances.
It is illegal to prescreen candidates. You should only enter the candidates info after they begin employment and fill out the I-9 form. You can not be held liable if you release an employee that does not get verified. But you can work with a new hire to either correct information in the database or get the proper credentials.
This is a tool to help you hire people that can grow and stay with you. Use it to improve your hiring and you and your whole company comes out ahead.
What is it? It is a program from the Department of Homeland Security (DHS) and the Social Security Administration (SSA) that verifies the legal working status of employees in just a few seconds.
Why will this help you?
- Hiring a person with a legal working status means no worrying of someone leaving with no notice and under unusual circumstances.
- Makes sure that all members of your work force will benefit from being a part of the Social Security program.
- Helps you make sure the person you have hired is actually who they say they are.
- Illegal workers job-hop at five times the rate of legal workers.
- Prevents possible legal action against you and your firm for not properly checking I-9 forms and backgrounds.
I read about this in a magazine and decided to try it. I went to: www.dhs.gov/e-verify to see the site. It was easy to navigate and was not written by a bureaucrat.
I decided to register my consulting company and the whole process took about a half-hour, including a well laid-out tutorial program. I have one full-time hourly employee, and in entering her information, I instantly received a confirmation that she is authorized to work in the US. Now, I know she is legal, as this is my wife, but nonetheless, the process was fast, easy, and came back to me in a flash with her passport picture, allowing me to verify who she is.
No costs, no credit card numbers and a perfect correct response. I also went to some of the 'paid' sites on the Internet who offer the same services. Don't confuse these with the free site from DHS. You should not be paying for this service under any circumstances.
It is illegal to prescreen candidates. You should only enter the candidates info after they begin employment and fill out the I-9 form. You can not be held liable if you release an employee that does not get verified. But you can work with a new hire to either correct information in the database or get the proper credentials.
This is a tool to help you hire people that can grow and stay with you. Use it to improve your hiring and you and your whole company comes out ahead.
Sunday, March 20, 2011
What I Learned At The Glass Expo On Long Island
I learned about graphical glass.
I learned about software and hardware, store fronts and glass cleaner, shower doors and front doors.
I learned that a few people do think they are getting more business at reasonable pricing. I learned that most people love to complain. I learned that not many people wake up early to hear seminars, especially after the St Patrick's day party.
I learned that it is better to listen than talk.
And here is a story I heard that is just wonderful.
Barry Borgen has been in the window industry in New York, for a lot of years. Some years were great, others were not worth remembering. When the economy fell apart in 08, he, like all of us, said, "What are we going to do to stay in business?" Barry wasn't sure what to do. But he had a job with aluminum that needed painting, and couldn't get a reliable source.
So, Barry did some homework, and found out that with the strict New York City environmental laws, there was one type of painting that he could do himself. He did, finishing his job, and suddenly the moment hit when he realized that he could do painting as well as make windows.
Half of his business now is from environmentally safe Zinc Metallizing and powder coating. And he is making a buck that he never would have made if he hadn't thought outside the box. Way to go Barry.
The moral of the story is this: Don't cry about business being slow. Look around and see what is lacking in the industry wherever you are...and fill that need. The economy is off 10%, let's say. That means that 90% is still there...you just have to think and then find your niche to get a portion of what is left. It won't come to you, but it is right in front of you, right now. All you have to do is look, take a risk, and if you are like Barry, ride out the rest of the slow times with a new product line.
You have to go for it. Now.
I learned about software and hardware, store fronts and glass cleaner, shower doors and front doors.
I learned that a few people do think they are getting more business at reasonable pricing. I learned that most people love to complain. I learned that not many people wake up early to hear seminars, especially after the St Patrick's day party.
I learned that it is better to listen than talk.
And here is a story I heard that is just wonderful.
Barry Borgen has been in the window industry in New York, for a lot of years. Some years were great, others were not worth remembering. When the economy fell apart in 08, he, like all of us, said, "What are we going to do to stay in business?" Barry wasn't sure what to do. But he had a job with aluminum that needed painting, and couldn't get a reliable source.
So, Barry did some homework, and found out that with the strict New York City environmental laws, there was one type of painting that he could do himself. He did, finishing his job, and suddenly the moment hit when he realized that he could do painting as well as make windows.
Half of his business now is from environmentally safe Zinc Metallizing and powder coating. And he is making a buck that he never would have made if he hadn't thought outside the box. Way to go Barry.
The moral of the story is this: Don't cry about business being slow. Look around and see what is lacking in the industry wherever you are...and fill that need. The economy is off 10%, let's say. That means that 90% is still there...you just have to think and then find your niche to get a portion of what is left. It won't come to you, but it is right in front of you, right now. All you have to do is look, take a risk, and if you are like Barry, ride out the rest of the slow times with a new product line.
You have to go for it. Now.
Tuesday, March 15, 2011
Larry Tumminia Is An Economic Genius
Sure, as glass man, Larry knows his stuff. He is the partner of Tom Zaccone in Northeast Laminated Glass, and worked for years to make himself known as Mr. AFG in the Northeast.
But an economist?
In a recent email exchange he gave me the greatest economics idea I have heard during the current recession. It started with a simple hello and how are things, from Larry. I replied that things were slow all over, and wondered when the business would pick up. Larry replied, kind of toungue-in-cheek that it will pick up on May 7.
That's when the lightbulb went on over my head. (yes, it was a compact flourescent) You see, we are all waiting for the economy to recover before we invest in growing our own businesses. But without investment in plant, equipment and people, the economy won't grow. Which means we will not pull out of the recession on our own. We have to wait for the government to stimulate us.
So, if we all followed Larry's advice here is what will happen. Everybody in the US economy declares May 7th, as the day the recession will end. We all start investing to be ready for the morning of the 7th. And that will, in itself, start the economy going. It is a perfect circle. This is true for all industries in all facets of our economy. If we all did it, it will work!
It is so simple and yet so elegant. Larry solved the economic issue of the decade.
So, when you need economic advice (or even lami), call Northeast Laminated Glass and ask for Larry.
I am getting ready to attend the Northeast Glass Expo on Long Island---hope to see you there.
But an economist?
In a recent email exchange he gave me the greatest economics idea I have heard during the current recession. It started with a simple hello and how are things, from Larry. I replied that things were slow all over, and wondered when the business would pick up. Larry replied, kind of toungue-in-cheek that it will pick up on May 7.
That's when the lightbulb went on over my head. (yes, it was a compact flourescent) You see, we are all waiting for the economy to recover before we invest in growing our own businesses. But without investment in plant, equipment and people, the economy won't grow. Which means we will not pull out of the recession on our own. We have to wait for the government to stimulate us.
So, if we all followed Larry's advice here is what will happen. Everybody in the US economy declares May 7th, as the day the recession will end. We all start investing to be ready for the morning of the 7th. And that will, in itself, start the economy going. It is a perfect circle. This is true for all industries in all facets of our economy. If we all did it, it will work!
It is so simple and yet so elegant. Larry solved the economic issue of the decade.
So, when you need economic advice (or even lami), call Northeast Laminated Glass and ask for Larry.
I am getting ready to attend the Northeast Glass Expo on Long Island---hope to see you there.
Sunday, March 6, 2011
The Top Ten Reasons To Go To The Glass Expo on Long Island
David Letterman has nothing on my blog. In fact, I am reasonably sure that I had invented the top ten list before David did. Unfortunately, he stole my idea and is now a genius. Oh well, life does have its ups and downs.
The Glass Expo on Long Island is March 17th & 18th. We are expecting a large crowd and you should be part of that crowd...here is why:
The Glass Expo on Long Island is March 17th & 18th. We are expecting a large crowd and you should be part of that crowd...here is why:
- 10 There are 49 different vendors signed up. You will learn from each one, compare pricing with your current sources and pick up new products and make new friends.
- 9 You will get a least one free shopping bag and enough pens to last you for a year.
- 8 Meet hundreds of glaziers from around the region. Discover that the guy who took your last quote is really an OK person. Ask questions of the people who do the same work as you.
- 7 There is a cool web site with all sorts of info about the expo: usglassmag.com/gene/
- 6 There are ten great seminars, some on business, some on architecture of glass, some on the basics of running a glass shop. You will get many great ideas and tips about running your company.
- 5 Business is slow---what else are you going to do anyway?
- 4 Key Communications is sponsoring door prizes throughout both days-- Ipods, cameras, big screen TV's and more.
- 3 Enjoy the St. Patrick's Day Cocktail Party right on the show floor, on Thursday, the 17th. Be sure to wear green!
- 2 Find that one new product you can sell in your area that will start your business growing. It will be there.
- 1 I am giving a seminar on Friday morning. It is your chance to be there and if you don't like what you hear, you get to throw a banana cream pie in my face.
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