The turn arou

Qnles rs A cuRrous can,ts where it doesn't matter how LJmany we miss, only how many we make. A fantastic way to create more "yeses" is to get more "nos." Many underperforming salespeople are so afraid of the no they will never get to enough yeses.

The second problem is that these sellers don't know how to construct dialogue to end up in more yes/no conversations versus maybe or service (only) conversations.

How can we construct dialogue?

The Turn Around

There are many places in the sales process where we can use the Turn Around to create yes/no (sales) conversations.

Customer: When can you ship?

Quotron: Two weeks.

Customer: Thanks, I'll let you know...

This quotron is dispensing information. We can give our customers information, but we must ntake information exchange a two-way street. In most cases our information is a large part of our value proposition. I am shocked how many salespeople give information away for free. I'm not saying that customers and potential customers aren't entitled to our information; but if our information helps them, then they should help us back.

Psychologically speaking, our customers will value our information (and us!) if we treat our information as valuable. How do we treat it as valuable? We make the process of getting our information a sales situation using the Turn Around.

Customer'. When can that ship?

Us: When would you like it to ship?

Customer: Two weeks.

Us: If I can ship in two weeks, do we have an order? Or...

Us (assuming the order): We can do that. What's your order number?

Struggling sellers feel this approach is too bold. It isn't. Why is the customer asking the question? Because they want to shop or buy. If they want to shop without buying from us, they are wasting our time. If we are a (real) potential supplier, why not ask for the order?

This technique can (and should) also be used when we don't know the answer:

Customer'. Can you ship one for quick, ship another in two, and two more in four weeks? And can we alternate the tallies?

Us: If we can get that done, do we have an order?

The quotron will scurry off and spend half a day working on logistics, etc., and come back:

Quotron'. Whew! We can do it.

Customer'. Thanks. I'll let you know.

Dispensing information without using the Turn Around leaves us in a non-yes/no conversation, gives us nothing to sell to, and creates an unquestionable potential for time wasting.

That's a Great Gluestion

Customer'. John, can your company do a VMI program?

Quotron #/: Yes. sometimes.

Quotron#2: No

Master seller: That's a great question, Susan. Why do you ask?

Customer'. We just picked up a huge contract and will need a partner to help us service our customer's needs."

The first two sellers have answered the question without finding out the need behind the question. They are selling (servicing) blind. The master seller finds out the need behind the question and now can strategize how to get the business whether his company does VMI programs or not.

When we use the Turn Around in our sales approach, our customers will stop using us as information dispensers and start treating us as supply partners. If we act as if it is okay to pull valuable information from us without buying, customers will continue to waste our time.

But I have to service my accounts, don'tI? Yes. We absolutely have to service our customers, but we must sell them while we service them. When customers come to our bar and order a martini, they cannot have it with vermouth only (service); we are also going to add some spirits to that cocktail (sales). If they want a vermouth-only cocktail we must direct them elsewhere. We cannot seluice our way to the top of a sales business.

There is little friction in a quotron's life. Managers, beware! Quotrons hide behind service work because they don't want to do sales work. Salespeople take nos. They negotiate. They wrangle and deal with the non-partner-type customer who does not respect salespeople's time. They also use the Turn Around and sell more.

James Olsen Reality Sales Training (so3) s44-3572 james@ realitysalestraining.com

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Valley Loses Do lt Center

California Do it Center has closed its store in Valencia, Ca., which 18 years ago was the first location the chain converted from the Lumber City to Do it Center format.

"The company kept the local store open far longer than it should have because it was the flagship store," said Laura Shanders, senior v.p. "It was our sentimental favorite."

Owner Jess Ruf, who purchased Lumber City in 1986, continues operating nineother home centers, l0 PatioWorld outlets, and wholesale division Nieman-Reed Lumber, Panorama City, Ca.

The company will be back up to 20 retail locations shortly, when a new location opens this winter in Southern California's Inland Empire.

Washington Mill For Sale

Port Angeles Hardwood, Port Angeles, Wa., is up for sale. The $30 million mill was considered one of the most efficient in the state when it opened four years ago, able to produce 35 million bd. ft. of furnituregrade lumber a year, with two shifts working five days a week.

"It's going to happen pretty fast," said president Lindsay Crawford, who explained that a depressed timber market and overall poor economy factored "very little" into the decision to sell. Co-owned by Washington Alder, Mt. Vernon. Wa.. and Cascade Hardwood, Chehalis, Wa., the mill is currently operating two shifts, three or four days a week.

"Certainly a poor economy is not helping," said Crawford. "But it's more about issues between the owners, issues you run into in a partnership from time to time."

He added that if a new buyer does not step forward, one of the current owners will likely buy out the other.

Arizona Dealer Revives Yard

The HOME Center, Heber, Az., has added a branch in Payson, Az., at the former Foxworth Galbraith Lumber yard.

The three-acre facility will sell lumber, hardware and-new for the companyhome decorating items.

"We felt like there was a need in Payson for a lumberyard, so we jumped in on it," said president and c.e.o. Laron Porter. "Sometimes, you don't know what the future's going to hold. You've just got to take risks and go after it."

Porter, along with brother Beau and long-time manager Ed Baum, recently bought the business from his father, who co-founded it as Precision Lumber in 1989.

Sun Mountain Cuts Back

Sun Mountain Lumber, Deer Lodge, Mt., laid off 30 second-shift workers in mid-November.

Owner Sherm Anderson blamed the layoff on unstable market prices and lack of available logs. He hopes to restart the shift in March, depending on "how fast we fill the log yard."

The first shift crew is working a staggered nine-hour shift that has enabled the company to retain four to six employees from second shift. The maintenance crew is doing annual maintenance during the off hours.

"The lack of national forest sales is not helping," Anderson said. "They could be selling the dead stuff, and every mill would be doing fine. It looks better for next year if the timber supply is there."

He also remains optimistic about increased demand overseas, particularly in China, India and other developing countries.

fesus Aldrete

Raul Aldrete

Antonio Avina

Paul Blevins

Norm Boucher

Edward Butz

Jose Chicas

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Nick Ferguson

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Ricardo Garcia

Fidenceo Gomez

Elvira Hemandez

Henry Herrera

Chris Hexberg ferry Long

Luis Moreno

Brad Mortensen

Rafael Pantoja

George Parden

Timoteo Paredes

Michael Parrella

Peter Parrella

Kurt Peterson

Eduardo Pierre

Janet Pimentel

Nestor Pimentel

Yolanda Rodriguez

Alex Romero

Bill Sharp

Angela Sorensen

Lois Tavenner

Melinda Taylor

Peter Ulloa

Enrique Vargas

Oscar Villegas

Robert Williams

Pamela Winters

Matt Wright

Terry Yarbrough

Dennis Sessions is selling Teton Ace Hardware, Driggs, ld., after 36 years to neighboring supermarket Broulim's. The company already owns an Ace Hardware in Soda Springs, ld.

Garrett Ace Hardware, Windsor, Ca., has remodeled, redesigning the store layout, expanding its product selection, and adding new bilingual signage.

True Value Hardware has added a branch in Payson, Az.

Ace Hardware, Bisbee, Az., was opened Nov. 24 by Les and Kathy 0rchekowsky.

The couple also operate Aces in Sierra Vista and Benson, Az., the latter just completing an 8,000-sq. ft. expansion to 20,000 sq. ft.

Friedman's Home lmprovement, Santa Rosa, Ca., has been informed by a developer that it is no longer welcome to build a previously agreed upon 100,000-sq. ft. store with drive-thru lumberyard in Petaluma, Ca.

Lowe's closed its under-performing stores in San Bernardino and Apple Valley, Ca., Nov. 7.

Lowe's has proposed building a 159,000-sq. ft. store in Salinas, Ca.; is still seeking approval to build in a new center in Petaluma, Ca., and closed escrow on 12 acres for a future 120,000-sq. ft. store with 30,000-sq. ft. garden center in Poway, Ca.

Home Depot will save nearly $700,000 in development fees for its proposed 102,513-sq. ft. store and 28,086-sq. ft. garden center in Grants Pass, Or., and is negotiating to open a 135,000-sq. ft. store at the former Nabisco plant in Buena Park, Ca.

Ganahl Lumber Go., Anaheim, Ca., was presented with the county's longevity award by the Orange County Eusiness Journal and California State University-Fullerton's Family Business Council.

Habitat for Humanity opened a ReStore discount LBM outlet Dec. 4 in Newberg, Or. (Doug Barletl, store mgr.), and is evaluating the feasibility of adding a branch in San Jose, Ca.

Chain

Chops

Original

Ziggy's

Ziegler Lumber Co., Spokane, Wa., has shuttered its original, 45year-old Ziggy's store on Market Street in Spokane, reducing the chain to seven locations.

The retailer sold the Spokane site to the state eight years ago, to clear a path for a highway.

McKillican Buys Wholesaler

Lane Stanton Vance

McKillican American has purchased the assets of hardwood wholesaler Lane Stanton Vance from Bluelinx. Atlanta. Ga.

"Lane Stanton Vance is a company that we have admired for many years," said Gary McKillican, president and c.e.o. of McKillan International, Edmonton, Alb. "We both have history embedded in the hardwood lumber and moulding business."

Before the acquisition, McKillican Intemational had 2l distribution centers in the U.S. and Canada. Lane Stanton Vance has three branches in El Cajon, Diamond Bar, and San Marcos, Ca. LSV operated six locations when it was purchased by Bluelinx in 2005.

Trusted

Nu Forest Products, Heatdsburg, Ca., acquired the machinery from defunct Forest Grove Lumber, McMinnville, Or., to produce circle-sawn and AccuRuff rough-sawn textures.

High Cascade Veneer, Home Valley, Wa,, shut down indefinitely Nov. 15 due to high log costs and low veneer orices.

Swanson Group's plywood mills in Springfield and Glendale, Or., will cut back production by one-fourth indefinitely, beginning Dec. 15, due to market conditions.

Owens Corning is eliminating production lines at its fiberglass insulation plants in Salt Lake City, Ut.; Eloy, Az., and Kansas City, Ks.

Norandex is down to 105 distribution centers with the closure of 36 branches.

All Weather Insulated Panels, Vacaville, Ca., agreed to sell a 56% controlling interest in the business to Vicwest Income Fund, Oakville, Ont., for $5 million.

Boise Cascade, Boise, td., now distributes exotic hardwood products from Nova USA Wood Products. Tilton, N.H.

Osmose's Hi-bor and Advance Guard borate preservatives were NAHB Green Approved and Greenguard Children & Schools certified.

Anniversaries: San Joaquin Lumber, Stockton, Ca., 100th Meek's Building Genters, gotn.

ldaho's Lloyd Pulls the Plug

Lloyd Lumber, Nampa, Id., is permanently closing by the end of the year, abandoning plans to sell its retail property and consolidate operations at its distribution center ( see Nov ., p 27 )

"The timing didn't work out," said Bob Jacobsen, owner of the 9l-yearold business. By closing now, he can be certain all vendors will be paid.

Millwork Distributor

Expanding into Single DC American Building Supply, Sacramento, Ca., is consolidating three Southwest locations into a 7 15,433-sq. ft. mega-distribution center in Rialto, Ca.

The Rialto facility, for which ABS begins a l0-year lease March 1, will replace two warehouses in Rancho Cucamonga, Ca., and one in Phoenix, Az., which total a combined 650,000 sq.

ABS distributes doors. frames. hardware, windows and millwork.

Blades Injure Millworkers

Two workers at All Coast Forest Products' mill in Cloversdale. Ca.. were injured Nov. 3 while testing a timber sizer they had just repaired.

"The blades came off, and they went flying every which way," said firefighter Anthony Michalek. He said that the two unidentified men suffered minor to moderate injuries when they raised their arms to protect themselves from the circular blades, each about a foot in diameter.

Paramedics bandaged the men's wounds and transported them by ambulance to a local hospital. "It's an unfortunate situation, and the employees are okay," said general manager Gres Gomon.

Composite Deck Tops Year's Green ProductList

Nyloboard's NyloDeck composite decking made from recycled carpeting has been named one of BuildingGreen's top l0 green building products of 2010.

The ninth annual listing is drawn primarily from new additions to BuildingGreen's GreenSpec product directory. Approximately 180 products were added to the GreenSpec database during the past year.

Perhaps the most unique winner is Arnold Glas' Ornilux bird-safe glass. The glazing material has a UV-reflective pattern that ishighly visible to birds, yet largely transparent to humans, to help prevent bird collisions.

Five products on the list save energy: Pittsburgh Corning's Foamglas cellular glass insulation, featuring excellent compressive strength and no flame retardants; Bensonwood OBPlus modular wall system insulated with cellulose; Wilo variable-frequencydrive "smart" pumps with ECM motors; Halton Heat Recovery Unit for commercial kitchens, and Xicato LED Spot Module, offering halogencaliber light quality, yet using a quarter the electricity and lasting more than 20 times as long. o+o@ (lrooo (oo(oN 90?r?

Rounding out the list are Knoll's FSC-certified office furniture, Electec's halogen-free, fast-connect EZ-Wiring and EZ-Cabling systems, and Niagara Conservation's Stealth toilet. which uses unique passive-vacuum-assist technology to achieve high performance with just 0.8 gallons per flush.

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Ed Riedel, ex-Cooley Forest Products, and Cary Kossarus, exJeld-Wen, have joined the sales dept. at Huttig Building Products, Phoenix, Az.

Craig Evans, ex-Learned Lumber, has rejoined the sales team at Jones Wholesale Lumber, Lynwood, Ca.

Bill Perkins, wholesale sales mgr., Swanson Group, Glendale, Or., is retiring after 47 years in the industry.

James Toya has been named chairman of Bridgewell Resources, Tigard, Or.

Kevin Murray, ex-Hoover Treated Wood, has joined the sales force at Mary's River Lumber, Corvallis, Or.

Miguel Hernandez, ex-Building Materials Distributors, has opened a Los Angeles, Ca., office for Priaulx Forest Products, Beaverton. Or.

Steve Anderson, ex-Clopay Building Products, has joined Raynor, as regional sales mgr. for Arizona, New Mexico, and Texas.

Jeffrey G. Rea has been named c.e.o. of Stock Building Supply, Raleigh, N.C., replacing Joe Appelmann, who has resigned after 22 years with the company. David Van Lenten is now assistant corporate controller, and Mechelle Craig, senior treasury mgr.

Mark Palmer, ex-NAWLA, has been named executive director of the Finishing Contractors Association and Northern Illinois Paint & Drywall Institute.

Mike George, strategic marketing mgr.-southern pine, Weyerhaeuser Co., Hot Springs, Ar., is retiring after 25 years with the company.

Eric Peterson has been named chief financial officer for Gaco Western, Seattle, Wa.

David Drew, LP Building Products, and Dan Russell, Innovative Insulation, were elected to the board of the Reflective Insulation Manufacturers Association International.

Dennis Downer, chairman and c.e.o., Intermountain Orient, Boise, Id., received the 2010 John J.

Mulrooney Memorial Award during the recent NAWLA Traders Market in Chicago, Il. (see event photos, pages 30-34).

John Shelk, managing director, Ochoco Lumber Co.. Prineville, Or.; Matt Donegan, co-president of Forest Capital Partners, Portland. Or.. and Russ Hoeflich, v.p., The Nature ConservancY, have been appointed by Oregon Governor-elect John Kitzhaber to head a biomass energy task force.

Effenus Henderson, chief diversity officer, Weyerhaeuser Co., Federal Way, Wa., received the Charles Collins Award for Distinctive Service from the National Urban League.

Chris Freeman, Ganahl Lumber Co., Anaheim. Ca., and his wife, Stacey, welcomed son Wyatt Mark, onOct.2l

Wayne Alott is the new shipping manager at Mungus-Fungus Forest Products, Climax, Nv., according to co-owners Hugh Mungus and Freddy Fungus.

Mountain States Lumber & Building Material Dealers Association installed Dena Cordova, Foxworth-Galbraith Lumber. Colorado Springs, Co., as its new president and treasurer during its recent fall conference in Vail, Co. She succeeds outgoing president Bryan Hutchison, Hutchison Lumber, Pine, Co.

Other new officers: president elect Dennis Gardner, ProBuild, Midvale, Ut.; secretary Paula Ervin, Randall Lumber & Hardware, Taos, N.M.; national director Scott Yates, Denver Lumber, Denver, Co., and alternate national director Walter Foxworth, Foxworth-Galbraith, Dallas, Tx.

They are joined on the board by Richard Goodman, Harbert Lumber, Grand Junction, Co.; Dan Lowe, Alpine Lumber, Parker, Co.; Steve Ker, Max Ker & Son Lumber, Idaho Falls, Id.; John Martin, A.D. Martin Lumber, Riverton, Wy., and associate directors Richard Goering, Roseburg Forest Products, Denver; Dan Merciez, Boise Cascade, Denver, and Mike Kimrey, American Building Specialties, Denver.

MSLBMDA recognized Cindy Hart, Boise Cascade, Denver, as its 2010 Industry All-Star.

Western Building Material

Association is overlapping its l07th annual convention Feb. 9-11 with its 40th annual Young Westerners Conference Feb. 11-13 in Tulalip, Wa.

Lumber Association of California & Nevada's new offices in Folsom, Ca., features a conference roomthat any LACN member can book for no charge to hold a meeting for up to 16 attendees.

Los Angeles Hardwood Lumberman's Club will celebrate the holidays Dec. I I at Orange Hill Restaurant, Orange, Ca.

Western Pallet Association has scheduled its annual meeting for Jan. 15-18 at Rancho Las Palmas Resort & Spa. Rancho Mirage, Ca.

Guest speakers will discuss such topics as threats and opportunities, state and federal legislation, and wood products certification.

Social events will include two golf tournaments and a buffet dinner and show by Smokey Robinson at Aqua Caliente Casino.

Western Wood Preservers Institute will hold its winter meeting Feb. 2l-22at Embassy Suites Downtown, Portland, Or.

American Fence Association and Vinyl Fence, Deck, and Railing Manufacturers Association will cohost FenceTech and DeckTech Feb. 8l0 at Mandalay Bay Convention Center, Las Vegas, Nv.

Robert Lawrence Jerstedt, 81. president of Jerstedt Lumber Co., Bellingham, Wa., died Oct. 28.

After serving in the U.S. Army during the Korean War, he started his own lumber business in 1960.

Don Johnson, 83, founder of D.R. Johnson Lumber Co., Riddle, Or., died Nov. 25 of complications from several strokes.

Mr. Johnson gothis start in the lumber industry at age 12, when he started workinq in his father's mill near Eugene, Or.

DuringWorld War II, he with the Merchant Marines. In 1949. he started his own

Quolity Weslern Cedor Products

Riddle, to avoid competing with his father. Today, the business includes six affiliated lumber companies -D.R. Johnson, Umpqua Lumber, Riddle Laminators, Prairie Wood Products, Grant Western Lumber, and Wallowa Forest Products.

Although he suffered his first stroke in 2006, he continued working until recently.

Fay D. Madison, 101 California lumberman, died Winchester, Or.

Iongtime July 13 in

During World War II, he logged at Wolf Creek, Or. In 1950, he and partners Gene Pickett, Lawrence Turner, and Bill and Frank Pendola built a sawmill in Orick. Ca.. and a remanufacturing plant in Blue Lake, Ca. They later bought a mill and remanufacturing plant in Hoopa, Ca., and Weaverville, Ca.

With partner Gene Burnett, he bought a plant in Los Angeles, Ca., and he was also a partner in Reliable Hardware, Arcata, Ca.

Daniel Scott Zellick, 61, former sales rep for Sierra Pacific Industries, Redding, Ca., died Nov. 16 in Redding.

Charles Harold Whittern.66. former manager of Unalaska Building Supply, Unalaska, Ak., died of colon cancer Nov. 12 in Hudson, Mi.

Daniel C. Shores.71. retired owner of Farmers & Ranchers Lumber & Plumbing, Malta, Mt., died Nov. 8 of complications from Lou Gehrig's disease. The Army veteran formed the business in 1976.

Meek's Exits Grass ValleY

Meek's Lumber held a closeout sale and closed its location in Grass Valley, Ca., November 23.

"The decision was a verY tough one, because we enjoyed being in the Grass Valley community," said Carrie Meek, co-owner and chief oPerating officer. "But it's an over-served city. There are too manY lumberYards for that small of an area."

Established in 1919, the chain has l3 stores in California and Nevada, and others in Missouri and Arkansas.

New Location for Montana's Home Resource

Last month, Home Resource celebrated the grand oPening of its new buildingin Missoula, Mt., which is triple the size of its previous location and was constructed almost entirely from reclaimed materials.

"We are able to reach manY new audiences, we are able to do a lot more education, and we are able to demonstrate what incredible valuable products can be created from recycled materials." said director Matt Hisel.

The new building includes a "reVAMP shop" where customers can take woodshop classes.

Strong-Tie SPonsors Lab

A new materials demonstration lab sponsored by SimPson Strong-Tie was dedicated at California Polytechnic University in San Luis Obispo.

"simpson Strong-Tie is honored to contribute to this outstanding proiect." said SST chairman and founder -Barclay Simpson. "The lab is a key addition to the Construction Innovations Center."

In 2004, SimPson donated $500,000 to help fund the new 7,000- sq. ft. lab, which will enable hands-on learning for students in the university's College of Architecture & Environmental Design.

"The lab is intended to show students how architectural design, engineering, and construction work closely together," said Al Hauck, construction management department head.

Fencing Coming Back Big, in Plastic, Composites, Wood

Demand for fencing in the U.S. is forecast to grow 2.9Va annuallY through 2Ol4 to 850 million linear ft., as an anticipated rebound in housing starts reverses recent declines and pushes demand for fencing marginally above its level ofl0 Years ago' according to a new studY bY The Freedonia Group.

Despite the resurgence in demand in terms of linear feet, the value of fencing demand is exPected to rise only slightly faster than it did in the 2004-2009 period, reaching $8.3 billion in 2014. ln 2009, metal fencing accounted for the largest share of the fencing market in both dollar value and linear feet. Chain link fencing is often used to mark boundaries and secure properties, while ornamental metal fencing is used to beautify houses and busiNESSES.

Residential buildings are the largest fencing market, so the recoveryin residential construction will boost fencing demand over the forecast period. Indeed, the residential market will account for about threefifths of the approximately $l.l billion increase in fencing demand through 2014. The new housing segment is exPected to Post the most rapid advances.

Growth will also be suPPorted bY the large residential replacement segment, as imProvement and rePair spending rebounds from a low 2009 base.

Among fencing materials, lowermaintenance plastic and composite fencing is forecast to see the most rapid growth in demand. Wood fencing-the most PoPular material choice-will t'rse 2.67o. Though aided by the rebound in housing starts, wood will lose some share of the residential market to plastic and composite fencing.

Through 2014, U.S. demand for metal fencing in linear feet is expected to increase 2.0Vo annually. Belowaverage growth in the nonresidential market, where metal fencing dominates, will restrict gains. As a result, metal fencing pricing is predicted to rise just over 1 7o Per Year through 2014.

By Cerald Donnellan