SOUTHERN ASSOCTATTON

Vlrglnh Buildlng Mrterirl Associrtlon's education committee, l:reddie Siewers. chairman. has announced its fall and winter seminar schedule.

First session will be "llow to Set Up a Drug Program," featuring Jean Noble, Roper Brothers Lumber ('o., as speaker, Oct. 9. Manassas. and Oct. ll, Richmond.

Jeff ljelty, PASIIS director, will present "l)isplay Techniques ljor lncreased Profits" Oct. 2l in Richmond, Oct. 24, Manassas.

Nov. 7 is the date for "Motivating Your [:mployees" presented by l)ick llelm. (ilaize & llrother, in Richmond with a second session in Manassas Nov. 8.

"Advanced Credit & Collections" presented by Ronald Helms, CCE, Roper llrothers Lumber Co., is scheduled for Nov. 27, Lexington Ramada Inn, Lexington; Nov. 28, Manassas, and Nov. 29, ljort Magruder Inn, Williamsburg.

Jim Pence will present "Advanced ljinancial Management" I)ec. ll in Charlottesville. Advertising and employee theft will be topics lor two January seminars. Selling and customer service have been selected lor l;ebruary. l,ouisiana Building Material Dealers Associrtion reporls that Mike Commarasano, coordinator ol the Louisiana commercial drivers license program, has informed them that the Louisiana Office of Motor Vehicles has postponed the issuing of these licenses because of technical difficulties. LBI)MA will keep members informed on the status of the program.

All Richmond seminars will be held at the Sheraton Airport lnn, Manassas seminars at the Manassas Quality lnn.

At the conclusion of the recent summer management conference, August l5l8 were announced as l99l dates.

Florldr l,umber and Bulldln3 Mrterlrl Derlers Assoclrllon added Jack Regnvall and Joe Holland to its staff as co-directors of technical services.

They will work closely with wood related and construction oriented organizations to promote wood construction and develop wood promotion programs to educate the consumer in product usage. They also will be responsible for the development of technical educational programs for the l"LltMDA membership.

Both have had many years olexperience in the wood products industry.

Kentucky l,umber and Building

Mrterhl Dealers Associrlion is alerting members lo new fire codes effective in Kentucky in September. More stringent sprinkler system and smoke alarm codes are now in effect with codes being reviewed to implement the accessibility and adaptability of buildings to accommodate the disabled in response to the new l;ederal Disability Act. Proposed codes will require apartment buildings of two or more stories to be sprinklered.

Changes also have been made by the Public Protection Cabinet in implementing HB 100 and HB 76. Contractors will be required to sign affidavits certifying that they are in compliance with Work- ers Compensation, unemployment compensation and other related payments prior to being issued a building permit in cities with building permit programs in place. The affidavit is believed to be good for the life of the company. The cabinet also has identified a National Assessment Test which local governments must give for electrical contractors. Tests that have been in use must now be approved by the Electrical Advisory Committee. After initial certification, new contractors must meet the standards of the new tests. must be restored to them upon their return from military duty; employees taking part in military training can not be fired, demoted or denied promotion or benefitsl earned vacations must be granted in addition to any leave for military training. illSSlSSlPPl Lumber Manufacturers Association mid year meeting/conventi0n in Biloxi, Ms., had over 500 participating in a trade sh0w and business session with Harvey Cockrill, Hood Industries, Inc., receiving the Membership Award. Among those attending: Peggy & Bill Thomas, Shuqualak Lumber Co., Shuqualak, Ms., chairman ol the Southern Pine Inspection Bureau, and Ken Drummonds, Copiah County Mfg. Co., Hazlehurst.

Rights granted to the employer include knowing the employee's military training schedule as far in advance as possible and the right to deny pay or special work rescheduling arrangements for periods of reserve duty.

A full time ombudsman is available at the Department of Defense (800-3364590) during business hours, Monday through Friday.

Check out our Calendar on page I8 lbr in/brmation on upcoming conventions, meetings and trade shows in your region.

Lumbermen's Association of Texas is alerting its members to citations recently issued to hardware and lumber businesses in Fort Worth for spray paint and glue sales violations.

In addition to issuing citations to store owners, the Fort Worth police narcotics squad arrested several sales clerks for selling spray paint and/or glue to minors (anyone under l8 years ofage). Failure to have proper signs stating that sale of spray paint and glue to minors is illegal also qualified as an inlraction ol the law.

Carolinas-Tennessec Building Material Association is reminding its members of the specific rights spelled out by lederal law for employees who are members of the Guard or Reserve.

Details ol the responsibilities are found in Chapter 43, Part lll, Title 38, U.S. Code. Some of the general provisions: Guard and Reserve members must be allowed to attend military training, either mandatory or voluntary; jobs

Sacramento. Ca.

Ponderore Plnc, Sugar Plnc, 9-P-F, Whlte-Flr, Douglar Flr, Ccdar

James A. Haas, gen. mgr.

Richard H. Mills. Melissa Morinelli llouldlngc, illllworl, Cut Stoch, Plyu.rood, Lumber, Partlcleboard

Sales Agents for:

Duramold Wood Products, El Paso, Tx. W&W Moulding Co., Loomis, Ca.

P.O. Bor 255546, Sacramento, Ca. 95E65

US Wats (800'1624-5319 Ca Wats (800't321-1278 (9161972-7282 FAX 916-972-7290

ls Our Service Really Good?

(iood service starts at the top. And chief executives can discover if they are in touch with their customers, according to Tlrc Completc Guide to Customer Servic'e, by asking themselves: l. l)o I observe how service is being delivered and do I take action to correct any problems'l

2. How many days in the last l2 months have I actually spent working as a customer-contacting employee?

3. How many hours in the last year have I actually spent speaking with our customers?

San Francisco, Ca.

Mahogany, Merantl, Kerulng, Ramln, Nyatoh

Franklin O. Billings

Mouldlngc, Mlllwork, Plywood, Industrlal Hardsood, Truck Decklng, Imported Hardwood/Softwood Lumber

EXPOBTING: Softwood Cut Stock, Hardwood Lunber & Dlmension, Softwood & Hardwood Specialty ltems

1050 Sansome St., Ste. 300, San Francisco, Ca. 94lll (415)391.6700 FAx 4r5-98r-4r30

Omaha. Ne.

Candace Briggs, mgr.

Dave Kipp, Jackie Scoles

S.P.F. Dimenslon, F/L Dimension, Hem.Fir Dimension, CCA Treated Lumber, Cedar Siding Products

Southern Plywood, Western Plyurood

One Central Park Plaza, Ste. 200N, Mail Drop 27, Omaha, Ne. 68102 (4021978-4525 FAX 402-978-4s26 (800)535-7898

4. l)o I know the reasons some customers are unhappy with our service? I)o I know how much it would cost to right each major source of dissatislaction?

5. l)o I know exactly how many customers are dissatisfied with our service and how much it would cost to handle their dissatisfaction ?

6. l)o I know how many of our dissatisfied customers switch to competitors and how much profit we lose due to this?

Insulation, Gypsum Use Rises

Demand for insulation will grow 2.1% per year through 1994 to 6.2 billion pounds and gypsum demand, 3.60/o per year through 1994 to 33 billion tons.

Renovation and remodeling, nonbuilding construction and industrial and agricultural applications will pick up the slack from decreasing building construction, according to The Freedonia Group.

Persistance Pays Big

Patience may be the most underrated sales tool. According to a recent survey: o 20/o of sales were closed on the first call. o 3% on the second,

. 4o/o on the third.

. l0o/o on the fourth, and o 8l% on the fifrh call.