May 2007		Volume 2, Issue 3

Are you aware that residential building codes require a minimum of 1½" of clearance between the wall and the inside of the stair rail? Many handrail brackets do not have the sufficient offset to comply with this requirement when using 6010 profile handrail.

All L.J. Smith handrail brackets will comply with this code, when used with 6010 handrail. We offer two styles (LJ-3127 & LJ-3012) in six finishes: Polished Brass, Polished Chrome, Antique Nickel, Oil Rubbed Bronze, Satin Nickel and Black Matte. Our LJ-3027 style is available in Solid Brass.

Most sales gurus these days propose a very simple fact of life. Competition is so severe that we must all distinguish ourselves with service. The question is: When you are selling stair parts, what service is the most notable?

We think the best approach is to offer a multilevel selling angle:

Offer your inventory in a readable printed sheet with product drawings, designed to be used as order forms
Offer to completely do all takeoffs that a customer has. Use this as an opportunity to train their staff
Offer product that is revolutionary to the industry which separates you from the pack. Show Conect-A-Kit® handrail fittings, balanced turning lengths on balusters, and tools, which all become exclusive selling opportunities. Show actual product samples at every opportunity.

It is not that difficult to separate your selling opportunity from competition when you have so many support items available.

If you do not have any of the four listed items, or skills to use them, please contact your L.J. Smith sales representative and he will put them in your hands and help develop your pitch to the trade. New account building is the “fun” part of what we all do. We can help you do this!

We now offer a chip set of our iron baluster and newel finishes. The set includes a chip for each of our four finishes: Matte Black, Textured Black, Silver Vein and Bronze Vein. The chips provide a very good representation of the finishes, however, keep in mind that our iron products are hand crafted and the finishes may vary slightly from the chip samples.

Orders may be placed for the iron finish chip set by using item number: TYPE IRON CHIPS. Chip samples are 2" x 3½".

Customer service was once simply delivering what was promised. Today, customer service is meeting and exceeding what a customer expects—providing service beyond the promise. Reliability is the core of quality service. If mistakes in deliveries are frequently made or promises not kept, customers lose confidence in your ability to do what’s promised. Customer expectations must be met “by doing the right thing right the first time.”

What is a satisfied customer? One that felt okay about dealing with you. His needs were met. The product was okay. The service was okay. He may or may not talk about the experience. He may or may not refer someone to you. His overall feeling about you lies between neutral and positive. Not bad—but not great.

What is a loyal customer? One who feels great about dealing with you. His needs were met or exceeded. The experience was great. He will proactively talk about the experience. He will proactively refer someone to you. His overall feeling about you is wonderful and the experiences with you have been memorable. Wow! You have “wowed” him!

Here are some important “wow” tactics for perpetuating company-wide service beyond the promise:

Attitude. Speak positively and confidently about your company, employees, products and services.
Integrity. The company must exhibit a win – win attitude. Companies that operate with integrity are focused on the underlying principle of fairness for all constituencies at all times.
Differentiation. Provide added-value services and/or products that clearly differentiate you from the competition.
Listen. Listening isn’t just hearing. It’s, also understanding feelings, emotions and needs so you can serve them better.
Follow-Up. Follow-up the same day you talk to the customer concerning a question or problem. Do what you say you're going to do.
Problem Solving. Always apologize and offer an explanation of how a problem happened. Don’t become defensive, but show concern. Show skill at solving the problem.
Customer Complaints. Beware of the “nice” customer who never complains, but never comes back. Treat customer complaints as a gift. A complaining customer is telling you “I’m still woo-able”.

All customers want is for a company to care about them, listen to them, do what they said they’d do, and to be surprised. Great customer service is free. It costs little or nothing, but it’s worth a fortune. There is really only one valid definition for a company’s purpose: to create a loyal customer!

If the stair rise is 7 ½” or less, use 7 ½” risers. If the stair rise is over 7 ½” up to 8”, use 8” risers.

There can be no happiness if the things we believe in are different from the things we do.

FREYA MADALINE STARK

L.J. Smith conceived the idea of a Takeoff Checklist—an accurate and systematic method for determining a stair parts material list.

Visit us at: www.ljsmith.net

L.J. Smith, Inc. is a proud member of the following associations: