This article is the first in a series of three I will
offer you on “Managing the Customer Experience.” It is inspired by the comments
I get from roofing contractors that are struggling to differentiate themselves
from competitors.
Recessions are a natural part of business ups and
downs. Good times are generally followed by slower times. Since 1991, out
economy has been on an expansion except for several short slowdowns. We now
find ourselves in a different spot and many folks are anxious. Let’s add some
perspectives and focus on results.
During my most recent sales management seminar,
a program I conduct four times per year, I was struck again by the common lack
of structure I see in sales organizations. Nearly every company I have worked
with in my career has a very clear operational plan for production, delivery
and installation services.
Oh, I don’t really mean you, of course. I don’t expect anyone to fess up to being an overbearing SOB. But it’s a good bet you know plenty of other people who fit the description, right? And, just maybe, if you’re really willing to take a long, serious look at yourself … well, let’s just focus on all those other people for now.
Cold process systems consist of multiple plies of reinforcement
sheets that are set in a cold adhesive (solvent based or water based). These
systems are often referred to as cold process BUR systems because the
application procedures are similar to hot applied BUR systems.
In an economy that demands more and pays less, you need to keep an eye out for anything and everything that will make your business run more smoothly and save a buck. Roofing material and equipment manufacturers continue to roll out new offerings, and you need to pay attention to these, in spite of the economy.
The holiday season is a joyous time of year, or so we’re incessantly told. Yet, it’s well documented that suicides reach a peak during the month of December, as do bouts of depression. Emotions get a vigorous workout amid so much contrived conviviality.
Now I’m not a lawyer or human resources manager, but as a management consultant I have helped fire a fair share of employees. For years, many companies have let a blazing economy and shortage of people hold them hostage.
Do you think your market is different? Are you convinced that those fly-by-night competitors are the main reason your margins get dragged down? Based on the facts from 22 cities across the country, I’ll bet you a buck it ain’t so.
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