Business Archives - Westlake Royal Pros Blog

August 31, 2023November 27, 2023

Dealers Ramp Up Adoption of Ecommerce, Other Technologies

ecommerce activity at home improvement store

The construction and LBM industries are notorious for their slow adoption of technology. This includes ecommerce, which has lagged behind the pace of other industries. But the pace of adoption is increasing, driven by several factors, most notably the pandemic, wider acceptance, and demand from the next generation of customers and workers. And, perhaps surprising to some, AI is also playing a role.

Dealer Surveys Show Ecommerce on the Rise

According to LBM Journal’s 2023 LBM 100 survey, 40% of dealers offered online sales in 2022, a 9.5% increase over the previous year. Of those, 27.4% of orders were for curbside pickup.

“We’re hearing from almost every dealer we talk to that there is a real awareness that ecommerce is a needed element,” said Mike Berger, managing editor for LBM Journal. “The buying habits not just of consumers but also pros have changed so much since the pandemic started.”

Consumers have gotten used to logging onto not only Amazon but also home improvement retailers like The Home Depot and Lowe’s to compare prices and make purchases; LBM dealers are realizing that they need to ramp up their own ecommerce to keep up.

“Ecommerce is here, it’s only going to increase, and dealers are going to need to make every effort they can to accommodate it,” Berger said. “Younger folks coming into the LBM industry are bringing with them patterns of commerce they’ve already developed. To them, it’s second nature to be able to go to their phone, go to an app, place their order, and be done.”

While ecommerce has lagged, LBM dealers have made strides in other areas of technology. In its 2023 Construction Supply 150 report, Webb Analytics noted that while construction suppliers continue to devote a low percentage of revenue to technology, they’ve made remarkable gains. “Online bill presentation now is common, with online payment capabilities close behind,” the report explained. “The next big trends will involve notification of delivery status and online information about whether a product is in inventory. Both are likely to be features of customer-facing apps for smartphones—another growing trend.”

Dealers have responded to customer demand for easier access to accounts and pricing by making it easier to pay bills or check inventory online, a must-have for building pros who do office work after regular business hours because they’re on the jobsite all day. Online access may also be beneficial for customers for whom English is not their first language.

“Despite spending an average of less than 1% of revenue on technology—far below most other industries—leading dealers have gotten dramatically more techie over the years, especially this decade,” the Construction Supply 150 said. “We’re at the point where more than two-thirds of responding CS150 dealers make it possible for their customers to see purchasing history and bills online, and another quarter of the dealers plan to add that capability. Over half permit online bill payment, and another 30% plan to roll out the feature.”

One reason ecommerce might be slower to adopt is because pricing and supply in the building sector isn’t always black and white. Supply chain challenges, particularly over the past few years, have made it harder to predict what is available, and pricing can be impacted by a number of factors that vary customer by customer.

But, ironically, technology is helping to address those challenges, as well. “The stock issue is gradually improving as dealers get better warehouse systems,” Webb Analytics President Craig Webb said. “The pricing is getting better in part because dealers are getting more sophisticated at being able to categorize customers.”

Webb’s Construction Supply 150 found that 35% of dealers have a warehouse management system, but another 26% want to add it. Delivery notification systems are also on the rise, the study found, with 40% of dealers offering it now; 79% of dealers have dispatch/delivery software, which means notification offerings could rise soon.

For now, Berger said, many customers are using ecommerce for smaller items or one-off items, such as a few extra 2x4s or other missing materials needed to quickly complete a job. Consumers are using it as part of their pricing research, which positions dealers to potentially earn new business if they have an item at an equal or better price as a nearby big box store.

How Artificial Intelligence Can Help Dealers With Ecommerce

Webb and Berger both point to artificial intelligence (AI) as an important factor for dealers going forward.

“It looks like artificial intelligence’s ability to slice and price could be one of the very first ways AI makes an impact on dealers,” Webb said. “It’s possible to collect tons of information about customer history and purchasing patterns, to scrape the internet for what everyone else is selling for, and to look at commentaries on what’s happening with pricing trends, strikes, forest fires, etc., and make pricing recommendations in the moment for customers. [As a simple example,] it’s an automated way of seeing a winter storm coming and analyzing how many shovels you have.”

Berger said one of the biggest fears he hears from dealers is that adding ecommerce means increasing the amount of staff needed to handle it. But dealers who have found success are reporting the opposite, thanks in part to AI tools that can assist with filling out product descriptions, answering common questions, and more. “With the tools that are available, dealers aren’t having to radically ramp up their hiring.”

Ecommerce Solutions With Software

Existing and trusted software solutions also are playing a key role in getting dealers up to speed. The industry’s leading software providers offer systems that allow companies to run programs for what they want and need while adding or removing capabilities in the future.

Epicor’s enterprise resource planning (ERP) solution, for example, has an option for an integrated ecommerce platform.

ECI announced in July a new ecommerce solution for its Spruce ERP platform. The tools allow dealers to build a professional storefront website and customer portal without the need for coding or web development expertise. “For consumers and tradespeople, this means unlocking the ability to shop online for delivery or in-store pickup, browse products, create accounts, build self-service quotes, pay invoices, and more,” John Maiuri, division president LBMH at ECI, said in an announcement of the launch. “For LBM and hardlines businesses, this means help in avoiding over-stocking since inventory counts, transactions, pricing, invoices, and other information are directly connected between systems.”

It’s clear that more and more LBM dealers are embracing the efficiencies that technology can bring—while recognizing that customers will only continue to expect such conveniences in the future. As technology solutions become more advanced and more user-friendly, there perhaps may be no better time to take the leap.

Gain more insights and stay connected with Westlake Royal Building Products® on LinkedIn.

3 Ways Leadership Is Evolving to Ensure Happier Employees and Customers

Anyone who has ever had a bad boss knows there’s at least some truth to the oft-quoted phrase “Employees don’t leave companies, they leave bad bosses.” Along with employee turnover, poor leadership on the part of managers and supervisors can impact employee morale and overall operations to a point of causing inefficiencies, costly mistakes, and, ultimately, unhappy customers.

According to Paul Burleson, Senior Account Executive of National Remodeling Accounts for Westlake Royal Building Products™, we need to see a paradigm shift in our approach to leadership—a significant change in the way leadership is viewed, practiced, and executed.

“Historically, leadership was often associated with a top-down approach where leaders made decisions and gave instructions to their subordinates,” Burleson says. “However, recently, there has been a significant swing toward a more collaborative, inclusive, and participatory style of leadership.”

Burleson describes three ways the old methods are changing:

A move toward servant leadership: This approach emphasizes that leaders should be servant to their subordinates and prioritize the needs of their team members above their own interests. This style involves focusing on developing and empowering team members, providing support and guidance, and creating a positive and inclusive work culture.
An emphasis on emotional intelligence: Leaders are expected to be empathetic and in tune with the emotions and needs of their team members. This involves actively listening, understanding individual strengths and weaknesses, and adapting one’s leadership style to meet the needs of their team.
A shift toward more collaborative leadership: With this approach, team members share decision-making. This method recognizes the value of diverse and multiple perspectives and involves engaging team members to ensure that all voices are heard.

Overall, these paradigm shifts are a response to the changing nature of work and the evolving needs and expectations of today’s workforce, Burleson says. By adopting more inclusive, emotionally intelligent, and collaborative leadership styles, leaders can create a more engaged and empowered team that is better equipped to navigate the complexities of the modern workplace.

Stay connected with Westlake Royal Building Products on LinkedIn.

July 18, 2023July 31, 2023

Better Sales Starts With the Introduction

Technology is great. But in the midst of it taking over our lives and jobs, something has gone missing from the sales process—the power of human touch. “We’ve lost the art of connection,” says sales expert Charlie Cina. “Everyone wants to be high tech, no one wants to be high touch.”

Specializing in sales and online training, Cina is a consultant, writer, and speaker with clients around the world. He has developed a unique prospecting tool called OneTapConnect, which allows you to have immediate impact and influence by sharing your custom-branded mobile site that shares your social profiles, website, and other custom links.

Cina isn’t saying technology doesn’t have a place in sales, but the ability to build instant rapport and credibility with a potential customer that also allows you to create trust by showing your truth, authenticity and proof is paramount in any sales process.

“I believe you have to be both high tech and high touch,” Cina says.

The Power of Introduction for Sales

Cina notes that there are organic opportunities around us each and every day, and he suggests introducing yourself to five new people on a daily basis—at your child’s baseball game, in line at the dry cleaner’s, etc. “Your job as a sales professional or business owner is to introduce yourself to as many people as you can and shout from the rooftops who you are, what you do, and how you can help.”

Is every person you meet in need of your subcontracting skills or the products you sell? Not likely. But everyone knows someone who knows someone, and by introducing yourself and making an impression, you become memorable when such a need arises among the people they know.

“The whole concept is the people out in the world have two things you need: They have your money or they have your potential contact/connection with people who do want your products and services.”

Overcoming Fear of Introducing Yourself

Making an introduction can be an intimidating experience, but it’s pretty simple.

First, it helps to reframe your thinking: It’s not a “cold call,” it’s a “new call.” Follow the simple formula: Introduction, build rapport, gain credibility.

Learn how to say hello, your name, who you are, and what you do. Present yourself in a way that’s unforgettable at the first point of contact. “Stick your hand out and introduce yourself. ‘Hi, my name’s Charlie, what’s your name?’” Cina says. “As soon as they tell you their name, you’re no longer strangers.”

Just be sure to come from a place of good intention, Cina explains. “You’re out there to have a conversation. Everyone is not a prospect for what you do. But master the art of human interaction and connection, and you can sort a prospect from a suspect. It’s not always a financial transaction; it might be a friendship or a referral. The whole key is when you’re out in the world, it’s your intention to get attention. You are a brand called you.”

The more you do it, the easier it becomes, Cina promises. Rather than practicing on family and friends, who can be your harshest critics, he recommends that you practice by doing.

Much like dating, if you’re not out there, you won’t meet someone. “Activity breeds activity,” he encourages. “The more you introduce, the more you produce.”

Want to learn more skills from Charlie Cina? Check out his book Expose and Close and his website https://charliecina.com, which includes a blog and online academy. Learn more about his OneTapConnect prospecting system here.

June 24, 2023June 28, 2023

How to Be a Master at Canvassing

Canvassing is an essential strategy for introducing potential customers to new products, services, and ideas. As a canvasser, you get to interact with people face to face, listen to their feedback, and help them find solutions that fit their unique needs. Being a master at canvassing requires you to have the right skills and mindset to connect with people on a personal level and close deals effectively.

Here are some tips from Paul Burleson, Senior Account Executive of National Remodeling Accounts for Westlake Royal Building Products™, to help you become a master canvasser:

1. Be confident: Confidence is key when it comes to canvassing. You need to believe in the product or service you are offering and be sure of the value that it adds to the potential customer’s life. Confidently express the benefits of your product or service, and be ready to answer any questions regarding it.

2. Know your product: To be an effective canvasser, you need to have a deep understanding of your product or service. Know its features, benefits, and limitations. Highlight the essential points and how they benefit the customer.

3. Listen actively: Listening actively is an essential skill for any salesperson. Listen carefully to your potential customer’s needs and pain points. Once you identify those, show them how your product or service will address them. People appreciate it when someone listens and offers a solution that meets their needs.

4. Use persuasive language: Master canvassers know how to use persuasive language that creates an emotional connection with customers. Use descriptive language and meaningful expressions that make your value proposition compelling. Use persuasive techniques like storytelling and use of emotions relevant to the product/service you’re selling.

5. Be personable: One of the most crucial aspects of canvassing connecting with the customer on a personal level and making them feel comfortable talking to you. Use open-ended questions to keep the conversation flowing and get to know them. Show that your concern is not only to sell but also to help them solve real problems for them.

6. Build rapport: Building rapport is crucial, especially when canvassing door-to-door. Strike a conversation with customers about their hobbies, interests, or environment. This will help to build rapport and make the customer feel more comfortable talking to you. Smiling, making eye contact, and using the customers’ names are excellent tools to create strong rapport.

7. Follow up: Follow-ups are critical to closing the deal. Whether the response you get from the customer is positive or not, be sure to thank them for their time and give them a business card or brochure. If you follow through on your commitments and regularly touch base to maintain the connection, your efforts will yield returns in the long run.

In summary, becoming a master canvasser takes practice, patience, and commitment. Confidence, product knowledge, and preparation are key.

Stay connected with Westlake Royal Building Products on LinkedIn.

Featured image: iStock.com/grandriver

March 16, 2023April 7, 2023

3 Cyber Security Tips for Contractors

For contractors, cybersecurity might not be high on the priority list. Between balancing projects, sourcing building materials, and interacting with clients, it’s easy to let the security of your computer systems fall to the back burner. However, contractors and the construction industry overall are at risk now more than ever due to the adoption of smartphones, laptops, and other tools.

The good news is that there are a few easy tips that help protect your business.

The Risk of Cyber Threats to Contractors

Contractors and others in the construction industry are at risk for security breaches every day. If you keep customer information on a computer, use a smartphone to schedule projects, or take advantage of accounting software, among many other tasks, there are risks for a breach. Some of the most common cybersecurity breaches that happen with contractors include:

Phishing scams: These are most commonly emails sent by scammers who are trying to get you or your employees to click a link to gain access to your company’s system.

Tech support scams: A scammer sends a message to a construction/contractor business pretending to be tech support and saying your computer system needs to be fixed to gain access to sensitive information.

Ransomware attacks: A scammer infects your system with malware and threatens to release sensitive information unless a ransom is paid.

3 Cybersecurity Tips for Contractors

1. Hold “Fire Drills” to Help Prevent Cybersecurity Attacks: One of the best things you can do to help prevent a cybersecurity attack is to hold training sessions. Gather all your employees and walk through what one of these attacks could look like. A great place to start is going online and looking up some classic phishing scam emails.

Go through the main “red flags” to look out for, which may include:

The email being sent from an unknown or unofficial address.
The email having misspellings and grammar issues while trying to get the recipient to click on a link.
The content of the email stressing a sense of urgency with language like “you need to act now.”

Trainings like this for employees can help develop their muscle memory on best practices in case one of these events happens. To help, Y ouTuber ThioJoe has a great in -depth video on how to spot scam emails.

2. Keep Your Technology Current, and Update Passwords: Many manufacturers of technology like smartphones and computers regularly update their software, making it more challenging for cybersecurity threats to break through. When you’re using an old or outdated system, those protections aren’t there to help prevent the latest cyber-attacks, putting your system at higher risk.

That’s why it’s important to keep any technology that holds customer or business information current. While the cost of replacing an old phone or computer might seem high at first, it’s less than the financial and legal damage a cyber-attack or scam could cause your business.

Part of keeping your technology current also involves using best practices for your passwords. For starters, if any of the software used for your contracting business offers two-factor authentication, be sure to turn it on. Also make sure that no one in your business is using one universal password. You can also take the hassle out of juggling multiple passwords by using a free password manager such as that offered by Norton.

3. Know Where Your Data Live: A key step in helping your contracting business stay safe from cyber security threats is knowing where your sensitive data is kept. Create a list of any software or hardware that has customer and/or business data on it. This list should be where the bulk of your cyber security efforts go toward. Since most small contractors don’t have unlimited resources, this tip can help ensure you get the most bang for your buck.

You’ll also want to look for any vulnerabilities in the software or hardware where the data is held. An easy place to start is backing up this information regularly to an external hard drive. This routine process can keep your business running if the company’s main computer(s) are compromised or need to be repaired.

These are just a few of the ways you can protect your business. Be sure to consult with an IT specialist to ensure your specific systems are operating securely. For more cybersecurity tips, the Federal Communications Commission (FFC) also has a great collection of resources specifically for small businesses.

September 9, 2022May 8, 2023

5 Basic Steps Contractors Can Take to Jump-Start Search Engine Optimization (SEO)

Even if you’re preferred workspace is on the jobsite rather than behind the desk, it’s crucial as a building or remodeling pro to take the time to keep your website it proper working order, especially when it comes to search engine optimization (SEO). SEO is how you ensure your company website will appear in Google search results (and ideally at or near the top of those results) when potential customers are looking for contractors to build their home, remodel their kitchen, or replace their siding. Appearing in search results can help increase traffic to your website, build brand recognition, and ultimately grow your leads.

While SEO is complicated enough that there are folks whose jobs are solely dedicated to the practice, there are a few basic steps you can take right now to ensure your company’s website is checking off the basic must-have features.

1. Ensure your contact info is up to date: Make sure your website has your current company name, address, and phone number, both on the contact page and in the static footer.

2. Update your Google Business Profile: If you haven’t claimed and updated your Google Business Profile, it’s critical that you do so right away. When potential customers search for your type of business, such as “siding contractors in Fairfax, Virginia,” having an up-to-date Google Business Profile will help ensure you appear in the results and are shown in the Google Map Pack (see image below)—which also means you’ll show up before all paid and organic listings.

Keep your Google Business Profile updated with as much current information as you can, including contact information, hours of operation, photos of your location, and before/after project photos. Encourage your customers to write a Google review of your company so those results show up, as well. (Click here to learn more about Google Business Profile and what it does, and check out this article for step-by-step setup instructions.)

3. Use regional language: Make sure your website banner and content include your location and region. Consider what people search for (perhaps “siding contractor in Fairfax, Virginia”) and make sure you’re specifying those keywords.

4. Create original content: Google prefers websites with organic content, so create and maintain a blog if you can (see an example from Westlake Royal Building Products customer Boston Exterior Remodeling). Even a weekly post featuring design tips, reflections on the latest industry trends and topics, descriptions and images of recently completed projects, and other educational articles can give you a boost. Weave keywords related to your business, including regional references, into the content when practical. (For instance, an article on design trends may include “While dark exterior siding colors are trending nationwide, we find that our Fairfax, Virginia-area homeowners are still preferring classic white siding with dark trim.”)

If you want to dig further into the most popular keywords for your work areas, a tool like SEMrush provides research tools along with website and SEO analysis.

5. Ask for help: If you want to get beyond the basics, it can be helpful to hire an expert. A digital marketing agency or an independent consultant can evaluate your current website and fix any key problems without requiring a huge investment, freeing up your time to do what you do best—build.

If you want to dive deeper into these tips, check out Backlinko’s Definitive Guide to local SEO here.

December 17, 2018December 17, 2018

How to Leverage Completed Projects in Your Marketing Efforts

A beautiful photo of a beautiful home can attract customers more than nearly anything else. And if you’re like most building and design pros, you have had many of your projects professionally photographed (and if not, it’s time to start). But are you just using those images in brochures, on your website, and on the walls of your conference room?

Here are a few more low-cost ways to use your projects and photos to market your company.

Write a case study: What makes your home stand out in addition to looking pretty? What challenges did you have to overcome? How did you meet the needs of the client? Write a short story about your stand-out projects that explains what makes that home—and your company—special. Here’s an example. Once it’s written, you can:
–Post the case study with images to your website and/or blog; link to it from your e-newsletter
–Send the case study to your local news media (regional lifestyle magazines, the home section of your newspaper, etc.) as well as to the national trade magazines (Remodeling, Professional Builder, Qualified Remodeler, etc.) for their consideration for coverage.
–Turn it into a video walk-through to share on your web site and social media.

Showcase your skills: When photographing your projects, don’t just take pictures of the overall home and rooms. Zero-in on the details that make it special—whether it’s a unique gable end detail, a hidden storage compartment in the kitchen, or an advanced-framed wall that will save energy costs.
–Share individual photos of those elements on social media calling attention to what’s unique.
–Share those photos/details with local and national media. Many publications not only cover full projects, but also like to highlight simple details or installation techniques. For example, NKBA magazine has a “Details” page for this exact purpose.

TRG Home Concepts showcases its custom capabilities and creativity by showing—and explaining—project details on Instagram.

Share everywhere: Take advantage of every free platform at your disposal—Houzz, Instagram (posts and stories), Facebook, LinkedIn, Twitter, Pinterest. And use each platform’s unique written space wisely: Instagram is photo-heavy, so make captions catchy and to the point. LinkedIn is geared toward for pros, so think about what that audience cares about. Pinterest is a mecca for search, so be sure to use keywords when tagging those items. Facebook’s slide shows offer a chance to show a handful of pictures with meaty captions. Adjust accordingly!
GH Buildings Inc. showcases its projects on Instagram.

Offer advice: Installing a unique detail or using a method that consumers can learn from? Take a video as you do so to educate viewers. This showcases your work while also positioning you as a leader.
Peter Brown Design creates animated YouTube videos detailing installation techniques, including “How to Attach a Patio Roof to an Existing House”

Create an infographic: Does the exterior of the home or one of its rooms have a lot of unique elements or features that set your company apart? Create an infographic pointing out those elements and how they contribute to your and your client’s vision.

Generate engagement: Got an in-progress project? Why not have your fans weigh in with their thoughts? On Facebook or through an Instagram story, post the exterior before the paint is chosen and offer a poll with two options for the paint color. Offer up two faucet choices to vote on. The more your fans interact with your social posts, the more they’ll get seen by non-followers, and polls are a great way to do that.

Assemble trends: If you have a blog or newsletter, use your own projects (or combine your projects with some you find on Houzz) to assemble trend stories for your readers. For example, “6 Ways to Incorporate Red into Your Exterior” or “Tesla’s Solar Roof Tiles: We Tried Them.”
Design Build Pros offers trends and design advice on its blog.

Enter contests: All of the national trade magazines have design contests that, if you win, provide lots of great, free publicity in addition to prestige and bragging rights. Professional Builder’s Design Awards are just one example.

Create a look book: Follow the lead of fashion designers and create a look book that shows off your best work in an elegant, sophisticated way. Tie the theme of the look book back into your company’s mission statement and keywords.

Partner with your favorite manufacturer: Project photos are also one of the best ways for manufacturers to market their products and, trust us, they’re always looking for good images to use in their own publicity. Reach out to your rep about sharing your project stories and photos with their marketing department; they could be perfect for the manufacturer’s own case studies, advertising, editorial, and social media—which means free publicity and recognition for you.

Want to share your Boral projects with us for consideration in our marketing efforts? Email Becky Duffy at becky.duffy@boral.com.

November 5, 2018November 5, 2018

LEAN Principles That Increase Efficiency

The first thing you see when you enter the Boral Discovery Center in San Antonio, Texas, is what you can’t see—no clutter, no chaos, no extraneous noise. Because while nearly 30 people, including scientists, engineers, and support staff, work throughout the facility’s labs with numerous machines, hundreds of materials, and thousands of samples, a concentrated focus on safety and efficiency guides each step.

Assisting in those efforts is a facility-wide adherence to LEAN principles, much like you would find at some manufacturing plants.

“We are a lab with many, many projects and many samples,” notes Sarah Fortenberry, a Discovery Center research technician who also leads the facility’s LEAN programs. “So you have to manage not only the individual projects as well as the amount of materials coming in and going out. LEAN principles help us do that.”

Fortenberry notes that following LEAN guidelines also is key to maintaining a safe, healthy environment.

Here are a few of the LEAN tools the Discovery Center has implemented:

• Shadow Board: In areas with tools and equipment, storage areas are outlined and labeled, as shown in this photo. This includes everything from duct tape rolls to a hammer to extension cords. “There’s no wasted time trying to find an item,” Fortenberry notes. “It’s labeled, it’s where it should be.”• The 5 S’s:
Sort: Frequently determine what you actually use and get rid of the rest. This helps keep work areas clutter-free and safe.

Set in order: Label everything and where it goes. The most important items should be the closest.

Shine: Keep work areas clean.

Standardize: Have a standard method for tools and equipment. Everything is labeled—every tool, every shelf, every drawer. This also pertains to samples, which ensures every test is tracked and identifiable. The process of managing samples is the primary reason that LEAN is essential at the Discovery Center.

Sustain: Establish how you keep the workplace clean and a cleaning schedule.

• 3C Board: The three Cs stand for Concern, Cause, Countermeasure. In each work area, the team has a 3C board. If something is wrong in the area, it goes up on the board, what’s causing the problem, and, eventually, what is being done to fix the problem.

• Total Productive Maintenance: Broken machines lead to costly downtime, so each machine has a list of maintenance steps needed to keep it running properly.

• 5S Fridays: At the end of every Friday, the team convenes to address problems on 3C boards. “We work as a team to get to and maintain a sustaining level of production,” Fortenberry notes.

• Kaizen: Kaizen is Japanese for “continual improvement.” The team hosts kaizen events in which they visit areas of the lab and track team members’ steps to see where there is wasted movement and how those steps can be consolidated. Bringing in team members who don’t work in that area provides a fresh perspective and out-of-the-box thinking.

“It’s made us more of a team, working as a group to improve our areas,” Fortenberry says. “Through the kaizen events and 5S Fridays, we can do something in a short period of time that would take someone weeks to do alone.”

July 26, 2018July 27, 2018

Culture, Commitment Fuel Boral’s Standout Service Department

To fully grasp how unique Boral’s customer service department is, one need only look at two numbers: a 95% call-answer rate and a 0% turnover rate.

“We take a proactive approach in our call center, and that has afforded us a very high service level,” notes Tim Barber, Boral’s director of customer service. Most call centers average around 80% of calls answered in 20 seconds or less; Boral’s average at that rate is 95%. “If you call, we pretty much answer immediately. We know that busy contractors need answers fast and that jobs can be held up if we don’t meet that need.”

But while phone calls are the primary form of communications, the omnichannel department responds just as efficiently to requests made via email, fax, EDI, and pretty much any other form of communication with a hands-on strategy Barber calls a “concierge approach.”

“We really hope to cultivate an experience that keeps customers coming back to our family of brands,” Barber says. “We want to make sure we’re ending the call having solved the customer’s problem and having used their time effectively.”

The employees’ dedication shows in the department’s high tenure rate, including 0% negative attrition (firings or voluntary company departures) for the past two years, a significant feat considering the typical rate for call centers is 30% to 40%.

The department fields as many as 800 to 1,000 calls a day, taking orders, addressing warranty concerns, providing tech support, and responding to any number of other topics. Staff numbers ramp up during busier months from April to October, and the full team is engaged with onboarding new employees.

“We’ve been fortunate to have a fabulous staff that comes to work every day with their A game,” Barber says. “We’re building our culture around customer service. Our culture is important—you can’t have success without good culture and good leadership, with people feeling like they can contribute. They come in and do the best they can for customers. We empower them and provide an atmosphere that’s supportive.”

Have a question? Contact Boral’s stellar customer service team by calling (888) 926-7259 or submitting a contact form.

July 25, 2018July 27, 2018

New Initiatives Aim to Address Construction Labor Shortages

As the housing industry continues its steady climb, the shortage of skilled labor is only intensifying. In fact, builders have indicated that cost and availability of labor is currently the No. 1 problem facing their business, according to a December NAHB/Wells Fargo survey. A Home Improvement Research Institute study found that 60% of skilled trade professionals believe there is a shortage of labor.

In January, the construction industry’s unfilled jobs reached 250,000, up from 159,000 in January 2017 and just shy of the post-recession high of 255,000 last July, according to NAHB analysis of Bureau of Labor Statistics data. The challenges can lead to scheduling problems, budget woes, and quality concerns, among other issues.

Several industry organizations are attempting to tackle the issue through new initiatives that encourage young people to consider the trades, provide scholarships for training, provide direct training, or simply promote the benefits of a career in the industry. These include:

Skilled Labor Fund. Created by Professional Builder publisher Scranton Gillette and with an operating committee that includes leaders from the NAHB and the National Kitchen & Bath Association, the non-profit is raising money to “build a foundation for a stronger workforce” via student scholarships, accredited trade schools, and training facilities.

Home Depot Skilled Trades Initiative. In early March, The Home Depot Foundation announced a $50 million grant aimed at training 20,000 people in the trades to help fill the labor gap, particularly in areas of the country devastated by natural disasters. According to USA Today, the Home Builders Institute will use the funds from Home Depot to train veterans and U.S. Army soldiers readying for civilian life.

Lowe’s Track to the Trades. In February, Lowe’s announced a workforce development initiative to support its employees wishing to pursue a skilled trade. Employees will be eligible to receive tuition funding for certification in a skilled trade, academic coaching and support, and apprenticeship placement opportunities within Lowe’s or among its contractor network.

Why I Build. Hosted by Fine Homebuilding, Why I Build showcases the voices of craftsmanship and shares stories about why those in the trades love what they do. The resulting videos are inspiring and demonstrate the pride and integrity associated with careers in construction.

Fine Homebuilding Masonry — Mason Jane DeWitt discusses her craft in Fine Homebuilding’s Why I Build series.

#KeepCraftAlive. Another program from Fine Homebuilding, this movement is designed to spark conversation and spotlight craftspeople. The magazine encourages pros to tag their social media posts with the hashtag #KeepCraftAlive to share their passion with the world (see Instagram posts here). Sales from T-shirts will fund a sponsorship alongside SkillsUSA.

Fine Homebuilding labor shortage craftsmanship — The #KeepCraftAlive hashtag, T-shirt, and scholarship help bring attention to the skills gap in the industry.

TruExterior remains committed to assisting our customers with training, as well. Our sales reps are available for a range of hands-on education opportunities, including dealer product knowledge sessions and one-on-one jobsite installation instruction. In addition, TruExterior has a fleet of mobile training units that travel the country, setting up shop at dealer yards to provide installers with hands-on experience with our products.

Boral TruExterior Training Trailer — Boral’s mobile training trailers provide hands-on education for specifiers and installers.

To arrange a meeting, training session, or trailer visit, contact us today.

July 23, 2018July 27, 2018

Take Five for Safety

For many contractors, the safety of employees and site visitors takes top priority over nearly everything else. For firms looking for new ways to ensure and promote a safe work environment, one proactive process to consider is “Take 5,” a method for re-familiarizing oneself with a task.

When facing a task they haven’t performed in awhile, such as operating a piece of machinery, staff at Boral facilities are encouraged to pause to identify and control hazards before they start work:

Stop, look, walk around the task
Think about the task, have a clear plan
Identify and assess hazards that exist or may be created by the task and rate their risk levels
Control the risks and communicate
Do the task if low risk, and keep a lookout for changes

As part of this process, staff members carry or have easy access to a Take 5 notepad that takes them through a series of quick steps: a pre-task checklist that confirms they are authorized to do the task and that they fully understand the task; a hazard-identification checklist; and a review of the personal protective equipment.

On the back, the employee identifies each potential risk to the task and its controls. Using this list, they can identify whether the task requires sign off by a supervisor or a written safe operating procedure.

By compelling employees to stop and consider each task, its potential hazards, and its safe operation, the Take 5 process helps further ensure the safety of themselves and those around them. For builders and contractors looking to elevate their safety efforts, it’s one additional way to keep safety top of mind each day and ensure employees and visitors are actively engaged in ensuring the well-being of themselves and others.