QurrrTY. QU,tttTrtY. Qutcr Snrutcn.

hesapeake Wood Treating Corrpany, the hr3l-est volrme p'oducer on fie Easr Codsl, ' as si poed ove r one ar-o a l-alf o rlro boo'd feet of pressure treated wood srnce 1980. To customers wro value oL' corpettL ve prtces. oLre trabilrry orr si a'ed f nowledge of the ir markets.

Sx TnrerNG PLA|.ns To Semre You.

Qtrrfaa r: ltt lae aleA JL u-eJ ev ,/ vlu.s-, OJI SIX plAnts proouce dno trverfo'y a wtoe var ety of treated ' wood prodLtcts ' ." o l.f and lurlbel stzes al ow'rg us to de livar what you ', need wban you need rt.

Specrerrv Pnooucrs Aoo Vllue To Youn TRrereo LINE. Precision mi rss prooJcts rrclud rg decL components, fencing and mail box ktts anr'l ,znlr te lat.r-:, r lraaleri nrr-'dt r-t line increasrng profits.

Besr lN Wnren RepelleNr

TEcHNOI-OCY. An .rlt"owood producl, water reststant Wood Plus'"' rs guaranteed for 50 years Wood P rs resrsts crdcf 'ng, spl tt'rng, wdr prn3, tel r'te r'lrrnrca anA Aee att vuriru'1L ur!u uL!u/,

Pnooucrs Fon I NousrRAL MARKETS.

Po es and p lrng, 'rghwdv 3L,atd tatl oos6, no'sa narr ar and net -ate f t wood fr-rt Infl^f or n'od, rets afe manufaCtu'ed v ' 1., vvurLfor industnal and marrne end markets.

Rrrul MARKETTNG Supponr. Displays, rn-store tra ning sem nars, direct mail, dack clrn cs and adveftising a w de varret of programs to make your sales efforts succassful.

For the best saryrce, se lect on and valtre, asf fo' ChesapeaLe Wood T'eatinS prodLrcts lt's that sttrple

DAVID CUTLER publisher

Smile and the world smiles with you

Mothers tell their children that and it's good advice. But in the world of business it isn't always that simple. Front line employees who encounter disgruntled customers either in person or on the telephone ofrcn find that it uakes more tban a winning smile to satisfy the customer.

Too often nanagement is unaware or uncaring about the burden the demands for constant courtesy place upon employees. Unreasonable customers, poor company policies, difficult work conditions and management sEpidities all make it that much harder to show the friendliness and courtesy a customef expects and deserves.

Often front line people are not empowered with enough decision making authority to solve a simple problem. Some store clerks practically have o check with the chairman of the board to let a customer retum a $5 ralce. The customer is unhappy and the clerk feels like a dolt. Hardly the stuff of creating ftiendly, effective sales people.

Management sometimes fails in the most basic of training: Oe simple apology. When an employee says sincerely, "I'm sorry that happened," the problem is suddenly half-solved because the anger is dissipated. Then the nuts and bolts of the transaction can be worked on and favorably resolved. But without lhat "I'm sorry," the customer may be so steamed that no amount of calm reasonableness will allow progress towards a solution.

Increasingly nranagement is realizing tlat decisions previously madeby supervisors are best left o those dealing directly with customers. Often, only a few dollars are involved and their expenditure can quickly resolve a problem or keep one from escalating from trivial to major. This type of policy also sends a message that nnnagement relies on the wisdom of ils employees for the most efficient conduct ofbusiness. And that alone can put a smile on many an employee face.

KDATW DEANffi

For pressure-treated wood hafs kilndded afier treatment, call Dean Lumber Co.

The genile conditioning of our steam dry kilns yields exceptional products such as Dean Deck, Dricon@ fire retardant treated wood, Outdoor@ wood, Wolmanized@ Extra'" lumber, and treated specialties.