Does Anybody Care Anymore?

The last time I looked, there was some pretty intense competition out there, no matter what industry you're in. I guess that's why it is so hard for me to understand why some people and companies don't seem to care very much anymore about how they treat their customers or potential customers.

The potential loss of revenue due to losing a customer is sizable. And here's the best thing 81% of customers don't tell you they are leaving. They just leave. Add to that the cost to acquire a new customer, and we're talking some serious dollars here. Then, why the apparent apathy?

Let me give you two personal examples. We have a landscaper that we have been with for seven years. We have had our issues from time to time, but he generally does a good job and is quite reasonable. On the last issue we had, regarding the replacement of some bad (and guaranteed) sod, this guy has proven totally unresponsive. After numerous phone calls and notes on his invoices (I know he looks at them!). We still are waiting for a response. In the last note, I even threatened him with the loss of my business. I'm still waiting! I can't believe he has that much business that he can afford to throw away long time customers.

Recently, we found ourselves less than pleased with the quality of our house cleaning service (not we're not rich, we both work full time). Being action oriented we began to look elsewhere and contacted a prospective new service. The owner made an appointment to visit us and give us an estimate. She never showed up and never even called! Again, I can't believe it. 

I was raised in the Midwest where a very strong work ethic was instilled in me at a very early age. I guess I just can't understand the way some people and companies approach their businesses. A former boss had a phrase for this type of behavior. He called it "satisfactory underperformance."

There is another side to this. Run your business like you care about your customers and potential customers. From what I've observed lately, you'll be miles ahead of most of your competition.

Dave Janosz

Marketing Manager

Custom Components Company

At Our Core

 

A lot of companies talk about their core capabilities.  Custom Components has many.  Two of our greatest strengths are fabrication and powder coating.  As we like to say, "we can build anything", and then we can also paint it in an environmentally friendly way.   We can provide full design, engineering and fabrication of aluminum and stainless steel, including laser or water jet cutting, forming, bending and welding.

 

Once the fabrication process is complete, we introduce our electrostatic powder coating capability.  All products receive a pretreatment that ensures that the electrostatic powder coat products that you receive from us will stand the test of time.  We use Spraylat Newlar™ fluorocarbon based eco-friendly powder coatings that meet AAMA specs and offer 5 to 20 year warranties.

Our powder coating process emits zero volatile organic compounds (VOC's) and produces no hazardous waste, allowing us to stay true to our commitment of pursing environmentally sustainable initiatives and reducing our impact on the environment.

If you have a project that needs expert fabrication or if you already have something built that requires painting, please contact us at 1-800-516-9474.  We have the capabilities to supply your needs.

Construction Humor - Strong Young Man

The strong young man at the construction site was bragging that he could out do anyone in a feat of strength. He made a special case of making fun of one of the older workmen. After several minutes, the older worker had had enough.

"Why don't you put your money where your mouth is," he said. "I will bet a week's wages that I can haul something in a wheelbarrow over to that outbuilding that you won't be able to wheel back."

"You're on, old man," the braggart replied. "Let's see what you got."

The old man reached out and grabbed the wheelbarrow by the handles. Then, nodding to the young man, he said, "All right. Get in." 

Source:  www.contractorcity.com 

Quote Of The Week

Quote of the Week:  The way to get started is to quit talking and begin doing." - Walt Disney

Do You Sell Price Or Value?

A while ago I attended a seminar where a very wise man said, "Remember this, never again will you have a long term competitive advantage in product or price." As I said, this was some time ago with very different market conditions. Today the marketplace has changed with extremely intense competition, in comparison. Those in our industry are finding, that because of the decreased number of available projects, they are forced to cut prices and margins to get any work and keep their doors open. They soon find themselves participating in the "no-win" game of price competition. Why "no-win". Please refer above to my opening statement.

How do you say I don't want to play this game anymore and make it work? You have got to sell value - not price. It's scary and not easy, but it's the long term solution. In survey after survey, over the last thirty years, price always comes up sixth or seventh in importance in the purchase of a product or service. Then why does it always seem to come up? Number one: because you haven't established the value of your product or service, and number two, it's the easiest aspect to focus on. But do your clients really want the cheapest they can get? I doubt it. As another wise man once said, "the bitter taste of poor quality lingers long after the allure of a cheap price fades." What they want is a good or fair value for their money.

To establish that value in the client's mind don't focus on price. If you do, the client will too. Focus on what you or your company can do to fulfill the client's needs or solve his problems. Most people will be more than willing to pay a fair price if you can solve their problems. Secondly, if your price is too low, the quality of your product or service will be suspect. In a recent survey of our own client base, price was a distant fifth in importance after quality, responsiveness, on time delivery and problem resolution.

Finally, people buy from people they like and trust, regardless of price. Establish relationships with your clients that puts them first, and watch your value and profitability soar.

Dave Janosz

Marketing Manager

Custom Components Company

Will It Ever Get Better? Take Our Poll

 
Everyone is prognosticating about what we can look forward to in 2012.  The economists and other industry experts are publishing their forecasts for 2012.  Based upon 2011 results, it seems the industry will not rebound as quickly as  originally predicted.  Here's your chance to share your own prediction for 2012.  Take our poll and instantly see what you and others in the industry feel will happen.  Click here to take the poll

Progress Report - Lynn University Project

As reported in the July edition of our newsletter, Custom Components Company was awarded the Lynn University Remembrance Plaza project.  The new structure pictured here will tell the story of four university students and two professors  who lost their lives on January 12, 2010 when a 7.0 earthquake struck Haiti.  The memorial was designed by Sousa Architecture of Miramar, FL and Gerrits Construction, Inc. of Boca Raton, FL is the general contractor.

 Custom Components Company is supplying the glass and railing requirements for the project, including the structural laminated glass prisms and stainless steel cable railings.  The glass prisms will be made from nearly a quarter of a million dollars of Narima™ dichroic color effect glass from Schott North America, a unique glass that produces dazzling variable color effects.  The glass was sent to TriView Glass Industries, LLC (City of Industry, CA) for lettering, fabrication, laminating and tempering.

Currently TriView is fabricating the 48" x 96" high glass prisms that will consist of two layers of glass sandwiched around the Narima™ inner layer with a matching top.  Each prism contains a printed memorial statement about each of the students and professors.  The six prisms will have accent lights and sit on a concrete base that appears to float in the middle of a reflective pool.  Each glass panel in the prisms is retained by custom stainless steel point mount connectors.  As a contribution to the Remembrance Plaza, Custom Components Company supplied our engineering and design services, through our Engineered Services™ division,  at no cost.  Installation will begin in early February 2012.

Business Tip Of The Day - Make Personal Phone Calls

Whenever possible, make personal phone calls to your customers. If your customer hears your voice, they will feel like your company really cares. In a world where email and other quick forms of communication are popular, you can make your small business stand out by making personal phone calls in addition to your usual communication methods.

Custom Components Company New Project Award – Palazzo Apartments at Vitruvian Park – Addison, TX

Custom Components Company announces the award of a new project, Palazzo Apartments at Vitruvian Park in Addison, TX. Vituvian Park is located just north and west of two of the most important arterials in the Dallas metropolitan area, LBJ Freeway and the Dallas North Toll Road. The development will be delivered in phases to carefully create an inviting neighborhood with a variety of luxury housing options.

Designed on an appealing human scale, mindful of the ancient principles of Vitruvius – the renowned Roman architect… and of Leonardo da Vinci’s study of man – the development will put urbanites within a few minute’s walk to work, play and home. To be executed in an environmentally responsible and thoughtful way, Vitruvian Park will become a model for sustainable urban development.

The community will include a 12 acre park built around a spring-fed creek and connected to area bicycle and jogging trails, a second neighborhood park with an amphitheater and a third park for a variety of outdoor games, establishing Vitruvian Park as a community for active urban dwellers.

The project architect is Good, Fulton & Farrell Architects and the general contractor is Andres Construction Services, both of Dallas, TX. 

Custom Components Company is supplying over $850,000 of our Series 525 and Series 650 aluminum railing with 3/8” tempered and laminated glass infill with DuPont’s SGP® interlayer.



Custom Components Has Fasteners On Sale

Custom Components online store has fasteners on sale at 30% off.  Click here to go to our online store

Interior Design Magazine

Check out our page at interiordesign.net Click here

Quote Of The Week

Quote of the Week:  "The will to win...the will to achieve...goes dry without continuous reinforcement." - Vince Lombardi

Be An Energetic & Enthusiastic Leader

Business Tip of the Day:  Negative attitudes can bring the whole team down.  Adopting a can-do attitiude and implementing enthusiasm in your day-to-day interactions will energize your team and encourage them to look for the positive in even the most challenging situations presented.

Source:  www.manta.com

Learn From Your Competitors

Business Tip of the Day:  Learn From Your Competitors

If a competitor is handily beating you in a certain area of business, don't get mad.  Understand that they found a smart practice and that you may want to emulate certain things they do.  Of course, it's not a good idea to outright copy our competitors, but in the world of capitalism, emulation is rife.  If you see a good idea that you can use, make it even better and use it yourself.

Source:  www.manta.com

Get Serious About IT Support

Too many small businesses lean on an employee or friend "who knows a bit about computers" to manage their IT needs. But if you're serious about your business's growth and longevity, you need to get serious about IT support by either hiring an IT professional or using an outsourcing firm. The cost will pay off the first time you get the blue screen of death. 

Source:  http://www.manta.com/

Sanford Consortium Project In The News

Custom Components Sanford Consortium project is in the news.  Click here

Business Tip Of The Day

Stay in touch with current customers.  They are your most important revenue stream.  Contact them monthly or weekly.  The most important part of any sale is the relationship you establish and maintain.  It will keep them from straying to the competition.

Construction Humor

While carpenters were working outside the old house she had just bought, a lady busied herself with indoor cleaning.

She had just finished washing the floor when one of the workmen asked to use the bathroom.

With dismay, the lady looked from his muddy boots to her newly scrubbed floors.
"Just a minute," she said, thinking of a quick solution. "I'll put down newspapers."

"That's all right, lady," said the carpenter. "I'm already housetrained."

Source:  http://www.contractorcity.com/