Pacific Northwest dealers convention

"Wilou. 131,3*i?3i"ffiT;

last year, but still good," said one dealer, summing up the consensus at the Western Building Material Association annual convention. Said one wag: "We've decided not to participate in the recession."

The building products showcase, an important part of the gathering, was totally sold out with more exhibitors seeking to take part than there was space available for them. Exhibitors anticipate a strong 1991, off only slightly from 1990 for the Washington, Oregon, Idaho, Montana and Alaska area WBMA covers.

Attendance was good with more firms attending than during the previous year. The l99l convention will be held at the Red Lion Inn at LloYd Center. Portland. Or.

Story at a Glane

Sold out exhibition, strong atten dan@, good business into 1991 expected in Northwest. .Mary Murphy named new WBMA mgr., outgoing mgr. Link honorcd ...'91 convention site: Portland, Or.

closely regulated time limit to "pitch" their products. Boise Cascade won for their amusing hospital delivery room theme where three new products were delivered. Armstrong World Industries tciok best first time presenter while Oregon Strand Board won for most original presentation.

The convention theme "Customer Service, not Lip Service" was addressed by several speakers. Consultant Beau Hamilton, the keynoter, spoke on measuring customer service. He said the best way was to ask customers how you're doing. "You must measure customer service in order to improve it," he stressed. Hamilton also observed that employees generally treat customers the way bosses treat them.

Charles A. Mouser. a motivation expert, called customer service a love affair. "How you make your customer feel is critical," he said. Mouser suggested: make it easy for customers to buy, change store hours if need be, be aware of women shoppers and their needs, and realize that you must make these things happen.

1991

OFFICERS: Mick Bush, pres.l Bob Jacobsen, v.p.: Mark Balfour, v.p.; V. E. Camozzi. national director; C. E. Link, national director; Tad Scharpi immediate past pres.

DIRECTORS: Norman Kruckenberg, Mike Buza, Robert Adams, Brent Walker, Harry James, Rich Barnes, Alan Stouffer, Andy Boyd, Blake Kingsley, Jim Turner, Stan Martinkus, Rick Mccartney, Frank Rima, Dick Stemper, Carl Van Well, Dennis Orem, Curtis Jack, Eric Gerretsen, Charley Miller, Bill Whittemore, Chuck Stout, Bob Lassiter, Cleone Jolley, Rand Thomas, Charles M. Simpson, Milo Stordahl, Tom Simkins.

DIRECTORS AT LARGE: David Dittmer, Ken Marson, Don Hendrickson.

EXECUTM COMMITTEE: Norman Kruckenberg, Bill Whittemore, Bob Lassiter, Milo Stordahl, Ken Marson, John Kendall.

Insurance

&

Pension

TRIJSTEES: Warren Barry, Cecil Cleveland, John Kendall, Gordon Marson, Dick Morse.

Mary Murphy, a top executive with WBMA for the past 14 years was named the new executive director, replacing the retiring Chuck Link who has managed the group for the last 15 years. As previously announced, Link will retire April 1. He was honored with the establishment of the WBMA Educational Link Foundation which will grant scholarships and other assistance to people affiliated with Western Building Material Association.

The business program again began with the popular Quick Pitches where exhibitors have a short.

Attorneys Thao Tiedt and MichaelR. Rayton then held a seminar discussing discrimination, sexual harassment, drugs, wrongful discharge and other legal minefields. Both noted the importance of record keeping, shifts in society's attitudes and constantly changing laws that affect a dealer's operations.

Customer service was also addressed by Brent Taylor, a marketing consultant who operates his own building materipls business. He said employees ne{d to be aware that a customer service program measures them and that\their enthusiastic participation is an bssential part of it. He called it the key to getting and keeping customers. Goals and rewards for employees can heighten your firm's customer service abilities, Taylor said. He called Disney the best cus-

SUPPLIERS COUNCIL: E. R. "Ray" Nailor

YOUNG WESTERNERS CLUB

PRESIDENT: Terry Willey. tomer service organization in the country.

James R."Bob" Perrin was awarded the Distinguished Dealer Award and John Kendall received a special award for his years of contributions of his time and efforts to WBMA. The prize for the best show booth carrying out the convention theme was won by Belco Forest Products.

The convention was held at the Tacoma Sheraton Hotel, Tacoma, Wa., November 10-13.

ASS0ClATl(|ll manager-etect lll Mary Murphy, Bob Bush. l2l Dennis 0rem, Chuck-Link. l5l Mike Bloch, Tom Houghton, Rob Bloch. l4l Steve Morse & Jim Morse. lbl Mike Bliss, John Shetlren, Bick Bender. l0l Ken Kiest, Gene Gradwohl, Joe Maliszewski, Jeff Rogers. l7l Patty Stamper, pattv Carr. l8l Bosalee & Tom Waggoner. l9l Mel6a Gardner, Natasha Edscorn. ll0l Bich Jensen, Lvnda Raynes. ll ll Clayton Smith, Kristi A -wife Bush, WBMA's new president. llZl Calvin Petersen, Bob Valencia. {l3l Bob Lebeck, Leland Curtiss, Randy Gregory. ll4l Diane & Curtis Jack. llSl Scott, Pam & Jason Dietz. ll6l T-im Moriaty, David Latimer, Judge Godf rey, Shawn Mick. ltTl Phit Harris, Ruih Link. llSl Becky Perrin, Frances Hvland. phvllis Kirk, Pearl Blackstock, Kristie Smitn. ltgl Ed Finnerty, Scott Hamilton. l20l Dana & Bob Harper. (21 | Lucinda Christian, Susan Serock. l22l Jon Denman, Jacqui & Fred Brown.

Sll0W80ERS: lll Greg Lingle, Matt Mattson, Carl Liliquist. l2l lfa & Mark Ballour. {31 Mike Brallier, Doug Wicksell. l4l Randy Robins, Jeff Miiler, L-aurie Creech, Larry H-anlon. l5l Warren & Alma 8arry, Arne Kirkebo. [61 Frank Powers, John Kendall. l7l Ted Stamper, Al Meier. l8l Bob & Phyllis Kerr. l9l Bev & Cecil Cleveland, Patty Kruger. ll0l Bob

The Treated Answer

Lumber, plywood, round stock, stokes, poles, & pilings

& Pam Christianson. ll ll Willy, Janice, Emilv. 7. & Jessica. 4. Wevers. ll2l Jeanne & Jim Piuitt. Il3l Vern & Frances Thomas ll4l Teresa Swick, Shelley Gregory, Mike Krause. Il5l Bob Hodapp, Mike Strombers. ll6l Robert Suter, Paul McKenzie. {l7l Bill Esary, John Patterson, Jim Halter. ll8l Michele

Alanen, Melody Lancaster. {l 9l John Humphrey, John Gooley, Larry Humphrey. l20l Ron & Robinette Lynch. 12ll Margaret Knudson, Renee Roberson. 122l Eric Gerretsen, Andy Warrington, Dennis McWhirter, Rich Hoggan. l23l Michele & Ken Parise, Loretta & Vaughn Pipes.

Agency stomped, ground contoct fire retordont pressure-treoted wood oroducts