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tii t t ,V/\V cL CHUCK L]NK executive director

(2) Do this on a person-to-person basis in private.

whole story. This is particularlY important if the behavior that is under discussion is a matter of personality rather than a technical aspect of the work.

(5) Always emphasize the what rather than the who. Base the discussion on criticism of the action thatwaswrong, rather than on criticism of the person.

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HE existing voluntary Consumer I Awareness Program on which the National Lumber and Building Material Dealers Association is working jointly with American Wood Preservers Insti' tute and Society of American Wood Preservers is in jeopardy and perhaps will become a mandatory program if the retail dealers do not do their share ofgetting the information to the consumers regarding treated wood. Needless to say, all dealers are burdened with enough mandatory programs. This would be just one more that would result in continuing headaches, more monitoring and fines being imposed on dealers who do not comply.

Often a customer's first impression of your company is based on a phone contact. Therefore, what your salespeople say and how they say it should be one of your key concerns. Here are eight basics you'll want to be sure they all follow:

(1) Be prepared. Know what you want to say before you make the call.

(2) Be upfront. Introduce yourself and your company, and state the purpose of your call and how you got the customer's name.

(3) Be friendly. Use the personal touch, mentioning the prospect's name in conversation.

(4) Be honest. One false statement calls into question your whole conversation. Avoid gimmicks and obvious sales ploys.

(5) Be clear. Information should always be logical and easy to understand.

(6) Be non-agressive. Avoid the hard sell. Give customers a chance to take in what you are saying.

(7) Be polite. Be courteous, even when rejected.

(8) Be concise. Don't go on and on. Once the sale is made, end the conversation quickly and politely. Then record your results right away.

Problems with a subordinate can often be solved by following these steps:

(1) Discuss the problem with the subordinate as soon after the error is discovered as possible.

(3) Begin the discussion with a question. Do not, however, let the question take the form of an accusation.

(4) Listen to the subordinate's response. Be attentive, Patient, openminded. Let them tell their

TIMBER SIZER PRE-EABRICATION

(6) Conclude the discussion with a dehnite plan of action. Be constructive and specific about what should be d-cne. Make sure that the suboldinate understands, accepts and will follow your corrections.

D.F. GRAPE STAKES REDWOOD & D.F. LAIH

Timbers

From cutting a wedge to pre-fab'd crane pads or mine shafts. Angle cut, cross cut, drilling, dapping-I/e'll do them all to customef specification.

Drawer 4779, Arc ta,, Ca.95521 707-822-3648