ARKANSAS A OKLAHOMA

BOB JOT{N execudrp vice fesld€nt

N A RECENT trip to Oklahoma Ciry for a legislative committee meeting I had to make a change in my original travel plans in order to make a quick trip to meet with an Arkansas dealer who needed some help on an insurance problem.

As a result. I had a problem with the airline I was using when I anempted making a change in flight reservations. Because I had taken advantage of one of their specials. they' rather abruptly told me. "We cannot change your ticket. The ticket was bought under contractural terms saying that there could be no changes." chitects. contractors and the consumer in merchandising lumber and related products. Areas of emphasis will include grades and grading. seasoning. specialty products. understanding Iumber specs. handling and storage. foresul manufacture and lumber promotions.

Since my original flight was filled. I offered to let them sell my seat to someone else. The response was. "lf you do not show up as planned. we will cancel your resen'ations and your special price." (This would have more than doubled the price that I paid for the ticket.)

A reference binder *ill be given to each participant.

Members. families and friends of LAT uill visit Scandinavia June l8-Jul1' 2. The tour. uhich is being arranged b1'Vantage Tiavel. will visit Copenhagen. Denmarlt: Oslo and Bergen. Nor*'ay; Stockholm. Sweden. and Helsinlii. Finland. as *'ell as cruise in the lord country. Those who uish will have an oppornrnit.v to extend the trip into Russia. r'isiting Lrningrad. The travelers will be accompanied b1' a tour director.

Although I talked for rreral minutes with several different representatives of the airline. the only result I obtained *as a bad scolding for even requesting the "change."

This company' obviously did not have what is called the "smell" of the customerliving for one's customers.

In my opinion. most successful companies go to an! lenglh to satisff tlrcir cuslolners. As a lumber dealer recentll' told me. "We are going to sadsry our custorrcrs even when we know we arc gening gouged"'"We are nou' spending at least {Oqr or more of our time just visiting *'ith customers." another manager in a heavilyconsumer-oriented yard said. "We give a swift boot to people who misueat custonrers." Another said. "Our focus is on people selling to people. whe0rr it be a 5c transaction or a $500 one."

A strong customer orientation is orr of the ke1' differences beween successful and less successful organizations. As one vice presi- dent said in a meeting of his internal people, "We must look upon customers as our work, not as an intemrption of our work."

Recently, I took an automobile into my regular service station for a minor repair. The attendant said, "We really do not have the equipment to make the repair, but I know a garage that can do an excellentjob for you."

The aftendant called the owner of the garage at home (it was Saturday aftemoon), got a cost estimate and made an appointment for me. And he did all of this with a friendly smile and a warrn handshake. Needless to say, this service station does a roaring busiNESS.

Southeast Scene

(Continued J'rom page l9) selling instructions and assignments are contained in the l0 lessons. l-essons cover preparing to sell; the effect of discounts in profit; the approach; the interview step; asking questions; selling benefits; selling value; handling objections; handling stalls; previewing benefitsl trial closes; regular closes; suggestion selling and financial arrangements.

Students must spend from one to three hours completing each lesson assignment before practicing the lesson selling step on the job for a week. The assignment is sent in for comments when both parts have been completed.

At Worlds of Fun in Kansas City every employee is known as an ambassador not a worker, supervisor, etc. Delta Air Lines personnel greet their depafiing customers with: "Hope you had a good flight. Your gate is the second one on the left."

Ever since my airplane reservation problems I have become more aware of those lir tle posters employers put up in the back rooms to remind employees how important customers really are. Here are a few that have caught my eye that might work for you.

'A customer is not dependent upon us ... we are dependent on them."

'A customer is the most important person ever in this yard ... in person or by phone."

'A customer is not someone to argue or match wits with. Nobody ever won an argument with a customer."

'A customer is someone who brings us his wants. It is ourjob to handle them profitably to him and to ourselves."

Oh! By the way. the airline I had the problem with just reported that for the fourth consecutive year they have lost money .., I wonder whv!

The course is comprehensive and suitable for the beginner who wants to develop his selling skills as well as the veteran sales person who wants to check for new techniques, according to Goodroe.

Region 2, he is with Home Lumber Co., Hazard, Ky.

Louisiana Building Material Dealers Association has researched and written a how to guide for a legislative night program.

The program will be used by local associations in their area. Reportedly many local association presidents are interested in cohosting legislative night programs with the LBMDA.

Kentuchy Lumber and Building Material Dealers Association will be represented on the national association's executive committee by Bill Morton in 1986. A member of

In other legislative connected action, LBMDA will work with representatives of (l'lcasa tunt to page,1 7)