Repels Water,,,Guaranteed 50 Years!

More and more architects, contractors and remodelers specify U ltraWood @. That's because UltraWood repels water, rot, decay, and termite attack for 50 years.,, Guaranteed.!

Since UltraWood repels water, there's dramatically less checking, cracking and warping. No need for brushed-on sealants,,. Ever!

Versatile UltraWood, lt's paintable and stainable to match your customers outdoor color scheme.

And, you'll experience fewer costly "call-backs" and more customer satisfaction with UltraWood.

See vour nearest dealer or call toll-free 1-800-421-8661 to learn more about UltraWood,,, Before you build!

DAVID CUTLER editor- publisher

Smile and the world smiles with

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 t€lephone often find that it takes more than a winning smile to satisfy the customer.

Too often management 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 stupidities all make it. that much harder to show the friendliness and courtesy a customer expects and deserves.

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

youManagement sometimes fails in the most basic of training: the 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 that "I'm sorry," the customer may be so steamed that no amount. of caln reasonableness will allow progress towards a solution.

Increasingly management is realizing that decisions previously made by supervisors are best left to 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 management relies on the wisdom of its employees for the most efficient conduct of business. And that alone can put a smile on many an employee face.