NORTHWEST NEWS

CHUCK LINK executive director

TgeLONG range planning commitI tee, with immediate past president Frank Powersas chairman, met July24at Sudden Valley Resort, Bellingham, Wa. It made several recommendations to the WBMA Boardof Directors which met the following two days at Sudden Valley. They fully discussed the recommendations which included a concerted effort to build the membership of the association. WBMA can take pride in the fact that 14 past presidents continue their keen interest in the association and are willing to devote their time and effort to serve on this important committee.

The following was prepared by Robert C. Bass, Jr., attorney f or the Lumbermen's Association of Texas, for disclaimer language that will minimize (although not totally eliminate) the chances of liability for errors in furnishing "take-offs'' of building material estimates. The language should be added in a conspicuous place on the estimate and in bold or clearly noticed type or print.

"DISCLNMER: This estimate is designed solely to provide the Contractor/Customer with a rough estimate of the amount of material used in the given project. The material estimate will be based upon calculrtions or data provided by the Contractor/Customer rnd such estimate assumes, rmong other things, normal and typical building rnd construction techniques. The rctual amount of material used m8y vrry from the material estimate due to a number of factors. Consequently, NO REPRESENTATION OR WAR.

HAS BEEN MADE

The above noted disclaimer language should appear in a prominent, conspicuous place on the written estimate. Merely placing a sign in the store will probably not suffice. Also, there can be no guarantee that a court or ajury would not find a dealer liable when the dealer was negligent in his calculations, irrespective of the disclaimer language.

How is your telephone image?

(l) Answer promptly-by the end of the first ring whenever possible. If not possible, try to answer bY the end of the third ring. Never leave telephone unattended. Request someone to cover for you in your absence.

(2) Identify-with the name of your dealership in a clear, natural, pleasant tone of voice, without haste or impatience, never answer "Hello." Use of the phrase "Good morning" or "Good afternoon" is optional. Be cautious of sidetalk or laughter when greeting a caller.

(3) Be courteous-smile when talking on thephone. You arethecomPanY. The spotlight is on you everY time You make or receive a call. Your company is judged by the voice that speaks for it over the telephone, by what is said and how it is said. If your voice is warm and friendly, if you are courteous and tactful, customers will enjoy dealing with you and your company.

(4) Acknowledge requests-"Thank you" is usually an aPProPriate phrase. However, if a question is asked, answer with a fitting acknowledgement. Never leave a caller on the line without any acknowledgement. If you are not sure what the customer wants, question it. Do not take a chance, as this could result in a wrong answer.

(5) Give progress reports-every 30 seconds if the completion of the call is delayed for any reason. This indicates courtesy and efficiency. The calling party cannot signal you to ask why his call is being delayed, so do not stretch his patience.

(6) Take messages accurately-be prepared with a pad and pencil. Repeat telephone numbers as they are recorded, and verify spelling of names when not sure of the correct spelling. Check pertinent items on slip, and at earliest convenience finish message by adding date, time of daY, and your own initials.

(7) Handle personnel reports tactfully-save face for your organiza-

(Conttnued from previous page) tion. Never say "He isn't in yet;" "He has gone home already;" or "He is out for coffee;" instead, furnish a time you expect your party. For instance, say "Mr.- is out of

Hardware Show Upbeat

"The 1983 Hardware Industry Week/National Hardware Show has confirmed the recovery in the hardlines industry," observes William P. Farrell, executive director, American Hardware Manufacturers Association, the sponsoring group.

The Chicago show is the largest annual consumer goods trade show in the world, and is widely viewed as an important forecaster of the near and mid-term outlook for the hardlines industry.

Farrell continued, "Overall attendance came back from last year's slight downturn, increasing five percent to 73,676. People on the floor represented the key buying influences in the industry. Our exhibitors told us buyers were interested in doing business and replenishing inventories.

"We saw a big increase in total exhibitors this year, a sure sign that many new companies felt the business climate was right for exposing their products to the industry. We had a record 2,936 exhibitors compared to 2,7N last year. Major growth areas included the do-it-yourself and automotive aftermarket categories. "

Keynote speaker Bernie Marcus of the office, but I expect him in about a half-hour. May I have him call you? " "Mr.- is away from his desk for a few minutes. May I have him call you?" Then, to add prestige to your organization, always remember to refer to your personnel as Mr., the Home Depot gave one of the best attended addresses in HIW history, delivering his remarks to a standingroom-only crowd. Overall attendance for the nine HIW seminars and the keynote address set a new record of 2,400 persons, up 2090 from last year.

"Our New Products Exposition attracted over 850 entries this year, up more than 150 over last year. In fact, we ran out of room on the Mezzanine Level of McCormick Place West, and had to turn away potential entries. We know that the Exposition will be even bigger next year, provided we can find the room." Farrell said.

Industry Seminar S.R.O.

A wide range of subject matter was covered at the Grading Seminar held at South Bay Forest Products Co. in Orange, Ca. Sponsor of the seminar was the Los Angeles Hoo-Hoo Club, a lumbermen's fraternal organization. Nearly 300 attended.

The "classrooms" were held outdoors adjacent to the company's handsome offices. Each instructional area covered one of the ten major subjects presented. Included were

Miss, or Mrs., even though you are on a first-name basis within the dealership.

Remember, a customer is the life-blood of this and every other business. He is deserving of the most courteous treatment we can give him.

Douglas fir, redwood, pine boards, plywood, cedar, pressure treated lumber, hardwoods, moulding, doors, and timbers. An additional display presented available industry films and literature on various wood products and systems.

A popular feature of the August 4, seminar was the tour of the planer mill and dry kilns operated by South Bay Forest Products at their 24 acre facility.

Sponsors of the event included Western Wood Products Association, California Lumber Inspection Service, American Plywood Association, California Redwood Association, Simpson Timber Co., Inland Timber Co., J.H. Baxter & Co., Jones Wholesale Lumber Co. and Penberthy Lumber Co. Hot dogs and soft drinks were provided by Capital Lumber Co.

L-P 10 Years from Now

As Louisiana-Pacific, Portland, Or., celebrated its lfth anniversary this year, it looked ahead and asked a number of people, both within L-P and outside the companY, to give their informed guesses of where the company would be l0 years from now.

The best way to characterize the predictions they received would be to say they display healthy optimism.

Lee Rappleyea, manager, export sales-"L-P's position in the industry will climb as a number of small operators drop by the wayside. We'll be number one in lumberhave double the export volume."

Evadna Lynn, vice president, Merrill Lynch Pierce Fenner & Smith Inc.- "Louisiana-Pacific will report salesof $3.3 billion in 1993. Thecompany will remain the second largest lumber manufacturer but will grow to the third largest producer of structural panel products with Waferwood representing 8090 of that capacity."

Glenn J. Lorenz,general manager, Sierra Division- " Louisiana-Pacific