Forget the sanding

East, overseeing The Contractor Yard, Strober Building Supply and U.S. Components; Dave Dittmer, ProBuild West, heading Spenard, Lumbermens and Dixieline: Dale Kukowski, Pro-Build North, F.E. Wheaton and United Building Centers, and Jim Cavanaugh, ProBuild South, Hope Lumber and Home Lumber.

Rich Young is president of the new Pro-Build Gypsum group.

Ed Waite remains president of Spenard Builders Supply in Alaska. Joe Lawrence retains the presidency of Dixieline and Jeff Brown of F.E. Wheaton, but they assume the added responsibilities for growth in large metro markets in their regions. Dave Walstad continues as president of U.S. Components, with responsibility for all the component plants in ProBuild East.

Shoppers Go Undercover

Do it Best has launched a mystery shopping program, offered by ICC/Decision Services. to enhance the retailer's brand, increase sales and profits, increase customer loyalty and retention, improve employee performance, and reduce employee turnover. Both companies are headquartered in Fort Waync, In.

"We want to help members measure their level of customer service objectively-not by a family member or friend, but by someone who has no ties to the store and will give them an unbiased view," said Dustin Kaehr, retail program coordinator, who has already signed up 150 member stores.

Participating stores will be mystery-shopped about once a month. A few days later, the store owner is notified by email to access a passwordprotected website to learn what the mystery shopper discovered during the visit. "After the member sees the results, he's better able to train his employees. And he can also see how his store is doing over the course of time." said Kaehr.

Results will also help the co-op's management team identify trends across stores and address them through education and seminars. "We can also use the information to do competitive shops and see how these stores measure up to the competition," he said. "The whole reason we started this is that customer service is so imporlant to members."

BluWood Treater Out West

To better serve its treated wood customers, Northern Crossarm, Chippewa Falls, Wi., has opened Rocky Mountain Bluwood in Denver, Co.

"We're basically a new face in the market, creating awareness for a great product," said owner Pat Bischel.