VOLUME 41 • ISSUE 4 • 2008
Are you a
Good George? Or a Bad Bob?
Talking About Hardware
- page 48
EEthics in our industry.
ALSO IN THIS ISSUE: World’s Largest Gate | Revisiting Hurricane Katrina | What does International Mean to You? | Customer Relationship Management | And much more! TM TM
Inte In International ternattio tern i na iona nal al Do D Door oor or A Association ssoc ss occiiaatitio tioonn • w www.doors.org ww.d ww .ddoo oors rs.oorrg rs g
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Contents F eat u r e s IndustryFocus President’s Commentary:
What Does International Mean to You?
Reviewing how the International part of IDA has truly become International. (Also published in Spanish) ... by Mark Stuenkel / 10
Pictorial coverage of different aspects of the successful trade show. (Also published in Spanish) ... / 33
IDAssurance™ - Business:
Vehicle Accidents - Can They be Avoided?
IDAssurance™ has saved 20% for those enrolled. In addition, automobile insurance is the highest insurance expense for most dealers. The use of DriveCam technology can help dealers. ... by Andrew Stergiou /64
IDAssurance™ - Medical:
What Does That Mean?
The alphabet soup of terms used in the health benefits industry explained in simple language. ... by Bob Jones /70
Dealers’Corner Good George
An in-depth article addressing the “Bad Bob” type dealer and contrasting him with the “Good George” type dealer. This article gives reasons why the Good George dealer will be the winner. It also provides examples of what a dealer can and cannot do when dealing with unscrupulous types of businesses. ... by Chris Long / 14
Business Not Quite Back-To-Normal…
A visit to the Crescent City since Hurricane Katrina. Looking back two years since ID&OI did a Dealer Dialog article with Dial-One House of Doors to see how they and the region have worked through the disaster. ... by Jane Treiber / 26
International Door & Operator Industry™
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Dealers’Corner Unique Jobs This issue shows the “Largest Gate in the World.”
... / 80
ManageMent Taking a Second Look... Customer Relationship Management Looks at the CRM (Customer Relationship Management) concept and walks through a process of evaluating the value of having one. ... by William Curling / 44
Sales&Marketing Building Blocks for Maximum Market Visibility Providing a process for creating a direct mail campaign for a dealership. Good points are brought to mind. ... by Stacy Porter / 58
Technical I’m Talking About Hardware The hardware components of a garage and commercial doors and suggestions for hardware ‘upgrades’ and how it can positively affect the profit of a job. (Also published in Spanish) ... by Gary Lombard / 48
AssociationNEWS IDEA News... A review of the great success of the Expo workshop programming is provided. New IDEA Board members are introduced and ‘Ultimate Installers.’ ...by Steve Guyton, IDEA President / 76
M o r e D epa r tment s Advertisers’ Index........................................................... 146 Affiliates.................................................................. 142, 143 Classifieds...................................................................... 141 DDFAC.............................................................................137 IDA High Rollers..........................................................72, 73 IDA Foundation Scholarship............................................ 56 IDA Mission Possible/Membership Application...............50 IDA New Members............................................... 90, 91, 93 IDA Safety Services............................................................ 8 Industry News................................................................. 121
Owned and published by the members of the International Door Association for the betterment of the entire door and access systems industry.
Mailing: P.O. Box 246 West Milton, Ohio 45383-0246 Shipping: 28 Lowry Drive West Milton, Ohio 45383-1319 800/355-4432 • 937/698-8042 • Fax 937/698-6153 Toll Free Fax 877-207-0005 E-Mail: firstname.lastname@example.org http://www.doors.org Advertising/Editorial 937/698-6273 • Fax 937/698-6153 Publisher & Editor - Christopher S. Long email@example.com Advertising Sales Director Art F. Komorowski firstname.lastname@example.org
Leadership Directory...................................................... 144 Literature/Web News...................................................... 136 Moving Up........................................................................ 82 Product News................................................................... 92
Calendar of Events CDI Regional Convention September 26-27 2008 Monton, New Brunswick, Canada
Address Correction Send address changes to: International Door Association P.O. Box 246 West Milton, OH 45383-0246 International Door & Operator Industry is published six times per year by the International Door Association. The publication is circulated without charge to qualified members of the door and operator industry. The International Door Association is not responsible for the opinions expressed by its writers and/or editors.
CODA Regional Conference October 16-17, 2008 Pechanga Resort & Casino
©2008 International Door Association
Printed in U.S.A.
International Door & Operator Industry magazine is wholly owned by the International Door Association, and includes advertising, press releases, editorials, and other materials and information submitted by third parties, and gathered by IDA, its publisher, and its agents, and from contributors. This information is passed along by IDA for the interest of its members only. With regard to products, services, and information mentioned, advertised, or printed, IDA, its publisher, and its agents, do not investigate the merit, accuracy, or value of the material or information, and make no representations, warranties, or endorsements of any kind, and hereby disclaim any responsibility to parties using such products, services, or information. Readers’ activities are at their own risk. With regard to editorials, letters to the editor, columns, and any other opinions expressed herein, IDA, its publisher, and its agents, do not ratify, adopt, endorse, or verify such opinions, and hereby state that any opinions, express or implied, are solely those of the speaker. No information is to be regarded as legal advice and reliance thereon and accuracy of statements is hereby disclaimed. With regard to information contained herein generally, IDA, its publisher, and its agents, do not guarantee, represent, or verify the accuracy of any information. IDA, its publisher, and its agents, endeavor to provide accurate information, but cannot guarantee the accuracy and hereby disclaim liability for any reliance on the information contained herein. IDA, its publisher, and its agents, make no representations, warranties, or endorsements of any kind of the information, opinions, and advertisements contained herein, do not assert the accuracy of any statements, and all reliance thereon is hereby disclaimed.
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Safety Services Company Safety Services Company and the IDA have partnered together to provide IDA members all the components needed to manage and maintain a comprehensive company safety training program. Our primary focus is providing customized subscriptions for Tailgate/Toolbox safety training for the construction and services industry. Below is a list of some of the products available.
Tailgate/Toolbox Safety Training Meetings: $156 per year Select your 52 weekly meetings from our catalog of over 300 topics. All meetings are provided on 2-ply NCR paper for easy documentation and reference; Spanish included at no extra cost. Included in the yearly meeting subscription: UÊ 7iÊ«ÀÛ`iÊ>ÊÌvÀiiÊÃ>viÌÞÊ"/ \ÊÊVÃÌÊ«iÀÃ>ÊVÃÕÌ>ÌÊvÀÊ>ÞÊ>`Ê>ÊvÊÞÕÀÊ "-É-Ì>ÌiÉi`ÊÃ>viÌÞÊÀi}Õ>ÌÃ° UÊ ÀiiÊÌÀiµÕiÃÌÊÌ«VÃ\ÊÜiÊÜÊÀiÃi>ÀV Ê>`ÊÜÀÌiÊiiÌ}ÃÊvÀÊ>ÞÊÌ«VÊÌÊÊÕÀÊÃÌt
ÊÃvÌV«Þ®°Ê/ ÃÊÃiÀÛiÃÊ>ÃÊÞÕÀÊV«>ÞÊVÃÌÊVÌ>iÌÊ «À}À>]Ê`iÌ>}ÊÞÕÀÊ>Ài>ÃÊvÊÀÃÊ>`Ê«À«iÀÊÀiÃ«Ãi°Ê-iÊ>Ài>ÃÊVÛiÀi`Ê>ÀiÊI«Ì>ÊÃiVÌÃ®\ Corporate Safety Policies/Procedures Safety Committees Safety Rules/Codes of Safe Practice Machine/Equipment Safety Accident Investigation Plan Log 300 & OSHA Emergency Response & Fire Prev. CPR & First Aid Hazard Assessment Plan Blood borne Pathogens
R R R R R R R R R R
R R R R R R R R R R R
Workplace Violence & Harassment Electrical Lockout & Tagout Hazard Communication Program Personal Protective Equipment Posting Requirements *Respiratory Protection *Stairway & Ladder Safety Plan *Fall Protection Plan in Construction *Scaffolding for Construction *Excavation Procedures *Confined Spaces Policy
R R R R R R R R R R R
*Driver Safety Policy *Forklift Safety Policy *Hot Work Safety Policy Orientation Form (English/Spanish) Safety Meeting Minute Cost Containment/Loss Prevention Asbestos HAZWOPER Electrical (General) Indoor Air Quality (IAQ) Mold Abatement
Substance Abuse Prevention Program (SAPP): $100 vÊÞÕÊ>ÀiÊÃii}ÊÌÊ«iiÌÊ>Êº ÀÕ}ÀiiÊ7À«>Vi»Ê«À}À>ÊVÃÃÌiÌÊÜÌ ÊÌ iÊi`iÀ>Ê,iµÕÀiiÌÃ]ÊÜiÊ >ÛiÊ put together a comprehensive program which allows you to set forth policies and procedures for your company. Benefits and expectations for implementing such a program include: UÊ ,i`ÕVÌÊÊ`ÃÌÀ>ÌÛiÊÃÃiÃ\ÊÊLÃiÌiiÃ]ÊÛiÀÌi]ÊÃVÊi>Ûi]ÊÀi}Õ>ÀÊ i>Ì ÊV>ÀiÊ>`ÊiÌ>Ê i>Ì ÊV>ÀiÊ ÃÕÀ>Vi]ÊÃiÀÛViÃ]Ê>`Ê`Ã>LÌÞ° UÊ ,i`ÕVÌÊÊ``iÊÃÃiÃ\ÊÊ ÛiÀÌi`ÊÃÕ«iÀÛÃÀÞÉ>>}iÀ>ÊÌi]ÊvÀVÌÊ>}ÊÜÀiÀÃ]Ê>ÌiÀ>ÊÜ>ÃÌi]Ê«ÀÊ `iVÃÃ]ÊÀi«>ÀÊvÊ`>>}i`ÊiµÕ«iÌ]Ê>`Ê`>>}iÊÌÊV«>ÞÊ>}i° UÊ ,i`ÕVÌÊvÊÃÃÕiÃÊÜÌ Êi}>Ê«V>ÌÃ\ÊÊ7ÀiÀÃ½Ê «iÃ>Ì]Ê`ÀÕ}ÊÌÀ>vwV}ÊÊÌ iÊL]Ê`ÃV«>ÀÞÊ>VÌÃ]Ê }ÀiÛ>ViÃ]ÊEÊÜÀÃÌiÊÃiVÕÀÌÞ°
Fleet Safety Program:
Now available in Spanish
$150 up to 10 vehicles $15 per vehicle after that ÀÊLÕÃiÃÃiÃÊÜÌ ÊV«>ÞÊÛi ViÃ]ÊÜiÊ>Ì>Ê>ÊVw`iÌ>Ê>`Ê iVV>Ê£nääÊºÜ½ÃÊÞÊ ÀÛ}»ÊyiiÌÊÌÀ}Ê«À}À>°ÊÊ ii«ÊÌÀ>VÊvÊÞÕÀÊV«>ÞÊÛi ViÃ]Ê>`Ê>iÊÃÕÀiÊÌ >ÌÊÞÕÀÊÀ}Ê advertisement makes a positive statement. 8
For more information call John Shelman, Safety Services Company
(866) 204-4786 Fax: (866) 556-0004
What Does ‘International’ Mean to You?
by Mark Stuenkel President, International Door Association
A concept? A reality? The availability of products, materials, and information from all sources at the touch of a button? Information exchange? The ‘other’ guys in the door and access systems industry? When IDA was formed, International meant including our global industry family with representation on the Board of Directors by means of an International Region Director. During the past decade, the International Region has been modified to recognize Canada as Region 10, and Mexico as Region 12. Today, our growth as an association is not only coming from the United States, but from around the world. Dealer and Industry members – all in the same family, and, for the most part, with the same wants, needs and desires. The vision of the founding fathers of IDA has manifested itself into sharing our services with the rest of the world. What a compliment to all IDA members – your voices, ideas, and financial resources brought about these member services. By sharing your needs as a door and access systems dealer with IDA, we have brought forward many programs and materials that are useful with slight adjustments to members in other parts of the world. During the 2008 International Garage Door Exposition, a meeting was held with a representative of the R+T Show in Stuttgart, Germany. This Show is held once every three
International Door & Operator Industry™
years, and features a separate area strictly for door and access systems dealers. We have been asked to attend and to discuss IDA with our European counterparts. Did you know that 28 International exhibitors participated in the 2008 Expo? Emails are currently being received regularly from Australia, and Great Britain. A trip to the Merik Corporate Convention in Mexico showed us the true joy and friendship of our industry – a lesson for us all. IDA currently has members representing 31 countries from around the world, and we are attracting new International members every week. My point in all this is that our exposure to the International door and access systems industry is growing while the world seems to be shrinking. We are truly one family, and even though we seem to be separated by distance or language, those separations are rapidly disappearing. As we head on down the tracks, we all benefit from our expanded, International family.
Comentario del Presidente
¿Qué significa “Internacional” para ustedes?
Por Mark Stuenkel Presidente International Door Association
¿Un concepto? ¿Una realidad? ¿La disponibilidad de productos, materiales e información procedentes de todas las fuentes con sólo tocar un botón? ¿Intercambio de información? ¿Las "otras" personas en la industria de sistemas de acceso? Cuando se formó IDA, "Internacional" significaba incluir en nuestra familia de industrias a los participantes de todo el mundo con representación en el Consejo Directivo, mediante un Director Regional. Durante la década pasada, la "Región Internacional" ha sido modificada, reconociendo a Canadá como la Región 10 y a México como la Región 12. El día de hoy, nuestro crecimiento como asociación procede no sólo de los Estados Unidos, sino de todo el mundo. Los Distribuidores y miembros de la Industria – todos parte de la misma familia, y en su gran mayoría, compartiendo las mismas necesidades, deseos y anhelos. La visión de los fundadores de IDA se ha manifestado a través de compartir nuestros servicios con el resto del mundo. ¡Que gran elogio para todos los miembros de IDA
que estos servicios a los miembros hayan inspirado voces, ideas y recursos financieros! Mediante compartir con IDA sus necesidades como distribuidores de puertas y sistemas de acceso, hemos generado muchos programas y materiales que son aplicables, con pequeños ajustes, para los miembros en otras partes del mundo. Durante la Exposición Internacional de Puertas de Garaje de 2008, tuvo lugar una reunión con el representante de R+T Show en Stuttgart, Alemania. Este evento se lleva a cabo una vez cada tres años y asigna un área separada exclusivamente para los distribuidores de puertas y sistemas de acceso. Se nos ha pedido que concurramos para intercambiar ideas respecto a IDA con nuestros colegas europeos. ¿Sabían ustedes que 28 expositores internacionales participaron en la Expo 2008? Actualmente, se reciben correos electrónicos regularmente de Australia y Gran Bretaña. Una visita a la Convención Corporativa de Merik en México nos mostró el verdadero gozo y amistad que caracterizan a nuestra industria, lo que fue enormemente educativo para todos. Actualmente IDA tiene miembros que representan a 31 países de todo el mundo, y continuamos atrayendo nuevos miembros Internacionales semana tras semana. Lo que quiero comunicar en esta ocasión es que nuestro contacto con la industria Internacional de puertas y sistemas de acceso está expandiéndose, al mismo tiempo que las distancias parecen estarse reduciendo. Realmente, constituimos una familia, y aunque parecemos estar separados por distancias o idiomas, esta separación está empequeñeciéndose con rapidez. Conforme proseguimos en este camino, todos nos beneficiamos de ser parte de una vasta familia Internacional.
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Good George By Chris Long, Editor, International Door & Operator Industry
For quite some time, our industry has experienced the negative effects of those who don’t practice the Golden Rule. Like other industries and professions, ours has also seen its share of individuals, companies, and practices that stray toward the thin line of being unscrupulous. In fact, some go beyond that line and actually break the law. They go from wearing an Armani designed pinstriped suit to the broad stripes of an inmate. Unfortunately, people who wake up in the morning with the specific goal of taking advantage of others, most often know just how far they can go before violating the law of the land. During the 2008 International Garage Door Exposition, Tony Kovaleski, a television journalist for Denver’s Channel 7 (KMGH-TV) revealed the methods used by some door dealers for what he refers to as ‘scamming homeowners’. As I listened to Mr. Kovaleski, many questions came to mind. Questions such as: “Why must one take advantage of consumers?” If only these people and firms would devote the same amount of energy serving customers as opposed to taking
advantage of them, would they not be more successful? What can a dealer do to respond to consumer scammers? What can IDA do to help its membership and the buying public? I’m sure you’ve no doubt had similar questions. Being the editor of a trade publication, owned by a 501(c)(6) association, isn’t the same as other types of magazines. And, wearing my other hat as IDA Managing Director, I must be sensitive to the needs of the membership, while at the same time responding to some of the limitations placed on a trade association. This may not be what some readers necessarily want to hear, but there is much at risk if proper avenues are not followed. While talking with dealers in Las Vegas during the recent Expo, I concluded that the best way to compete with and respond to the bad industry practices of the few is for good dealers to accentuate and publicize their good qualities. I think there is more to be gained from promoting the Good
International Door & Operator Industry™
Georges of our industry than giving the Bad Bobs more press than they deserve. Although unethical businesses do damage in the marketplace, it will always be the Good Georges who ultimately succeed. That’s not to say dealers, the industry, and the IDA shouldn’t respond to rip-off artists. However, we must all do so within the law. Let’s review some of the actions taken by IDA to call attention to good dealers. The association has devoted several thousand dollars in a public relations joint venture with the Door & Access Systems Manufacturers Association (DASMA). Through this meaningful program, consumers are encouraged to have their door systems installed and/or serviced by professional dealers. Consumers are directed to the IDA website and Membership Directory for assistance.
He’ll Always be the Winner!
For Spanish version of article visit www.doors.org
IDA produced a PBS program that stressed the importance of safety, and again calls on consumers to utilize professional door dealers. This program was aired in hundreds of cities and viewed by thousands of people. The IDA Code of Business Practices has been utilized extensively to respond to differences occasionally created between dealers and consumers. Many times these differences are simply the result of miscommunication. In most cases, the parties confront the issues and respond positively. Working with the Institute of Door Dealer Education and Accreditation (IDEA), the IDA has heavily supported the creation of accreditation and certification programs. More and more dealers are adding IDEA
credentials to their advertising materials and on their installation and service vehicles to inform the public that they are the professionals in the market. Educational programs such as the one presented by Tony Kovaleski have helped dealers better understand the issues, and provided possible courses of action. There is no doubt more to be done, and the IDA Board of Directors continues to explore applicable and meaningful opportunities and programs. The IDA Board would like to hear from you, and you are encouraged to provide suggestions to the Board. The IDA leadership is dedicated to the cause of enhancing professionalism within the entire door and access systems industry. As I’ve traveled and met with dealers from throughout the United States (and the world), the subjects of ethics, unscrupulous door dealer operations, and the like are often shared with me. I’ve compiled a list of the most common questions, and with the assistance of Brian Schoolman, Safran Law Offices, Raleigh, North Carolina (IDA Legal Counsel), provided answers and/or responses for you, as a dealer, to consider.
The IDA Board would like to hear from you, and you are encouraged to provide suggestions to the Board. Please send your comments to Chris Long, Editor ID&OI, P.O. Box 246, West Milton, OH 45383, email email@example.com or fax 937-698-6153
Q. Is it illegal to charge more than the market price for parts or labor? A. No, because there is no single “market”. It is illegal for competitors to collude on pricing for labor or materials. As such, one competitor may charge a higher price than another, and if he can obtain business (and therefore higher profits) through legal competitive means, there should be no restriction on that right to set pricing. Q. Is there a limit to what one can charge for parts or labor? A. Antitrust laws and other laws against unfair competition generally prohibit the pricing of labor and materials below cost, although there are numerous exceptions to this. There are no legal limits on how high a price one may generally charge for most products and services. (Major exceptions to this are for “quasi-public” services such as energy, cable television, and so forth.) Another legal limit is that one or more Continued on page 16
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Good George companies many not conspire to fix prices, or to engage in anti-competitive behaviors.
Q. When does advertising become more then misleading? At what degree does an advertisement become illegal? A. There is no bright-line answer to this question. False advertising involves both objective and subjective components. The subjective component is that the false statements must either mislead, or be likely to mislead, members of the public. See Kasky v Nike, Inc., Cal. 4th 939, 951, 119 Cal. Rptr. 2d 296, 304 (2002). States may have different standards, but the Kasky standard will apply in or be comparable to many jurisdictions. To answer the second question, once it becomes misleading, likely to mislead, the advertisement is illegal, and can be subject to either private or public enforcement actions. See e.g. Kasky, at 950, 119 Cal. Rptr. 2d at 304 (California’s False Advertising law provides for private enforcement actions, and both restitution and injunctive relief). Typically, however, the advertisements must be egregious, or endanger the public, before public enforcement (whether by the Federal Trade Commission, or a state Attorney General’s office) will occur, because of the limited resources for those agencies. Q. Is it illegal to intentionally sell a customer something that is not required to fulfill the safe and legal operation of a door and operator system? A. Not automatically. For instance, there is no law against selling an extended warranty contract, even though such a warranty is not required. Businesses in many industries sell accessories and components which are not required for the operation of a system. However, a dealer may not lie, give misleading information, or make material omissions in order to induce sales of additional equipment and/or services. The key to whether the conduct is illegal is whether or not the communication involves the making misrepresentations of fact. Another factor is that the customer must actually desire and/or accept the additional service and/or component, rather than having it added without permission. “Slamming” or billing for non-requested and unnecessary charges are abusive sales practices, and can subject the dealer to liability. Q. If a dealer tells a customer that they need a part replaced when they don’t, is this illegal? A. The question, as posed, does not automatically yield a single answer. Most of the time, the answer is yes, this is illegal because it is fraudulent. A statement is fraudulent where there is a misrepresentation (whether a false statement, a concealment, or nondisclosure), Continued on page 18
International Door & Operator Industry™
Service Door Performance… Sheet Door Affordability
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iÀV>Ê- iiÌÊ ÀÃÊUÊi`ÕÊ ÕÌÞÊ-iÀÛViÊ ÀÃÊUÊÕÊ ÕÌÞÊ-iÀÛViÊ ÀÃÊUÊÀiÊ ÀÃÊUÊÃÕ>Ìi`Ê ÀÃÊUÊÀiÊ- ÕÌÌiÀÃÊUÊ ÕÌiÀÊ- ÕÌÌiÀÃ
Good George made with knowledge of the falsity, with the intent to defraud, which is justifiably relied upon by a person who suffers damage as a result of the reliance. See e.g. Robinson Helicopter Co., Inc. v Dana Corp., 34 Cal. 4th 979, 990, 22 Cal. Rptr. 3d 352, 3590 (2004). In the hypothetical, if a dealer tells a customer that a part needs to be replaced, when in fact the part is functional and does not need to be replaced, and the customer relies upon that representation and purchases the part, then the customer has been defrauded. However, if any of the elements for fraud are not met, then the representation may not be illegal. In particular, there can be reasons why a dealer may say a part needs to be replaced which are not false. For instance, if a new part may make the system work faster, or make it quieter, then while the part does not need to be replaced – i.e., it is still functional – the replacement could still offer some value to the customer. There are no doubt other hypothetical situations that would fall into similar gray areas. Q. When does ‘selling up’ and ‘selling unnecessary part/components’ become fraud? A. The definition of “up selling” under the Federal Trade Commission’s rules for telemarketers is: “soliciting the purchase of goods or services following an initial transaction during a single telephone call.” 16 C.F.R. – 310.2 (dd). Up selling is generally regarded as an
abusive practice, and is regulated by the FTC and other agency rules. In general, up selling involves an effort by the seller to encourage or persuade a customer to purchase a higher cost item or service. Common examples of up selling that are accepted practices include: “Would you like fries with that?” and “Would you like to valuesize your combo?” As discussed previously, fraud involves the making of a misrepresentation with the intent to deceive, and to induce action by the listener. As such “selling up” or selling unnecessary parts/components are fraudulent practices (as distinguished from abusive or unethical) only where the dealer makes false statements or material omissions of fact, knowing of the falsity, and with the fraud where the customer relies upon the falsehood, and is damaged by action upon the misrepresentation. Q. Is a dealer required to have a storefront or physical place of business in a community? A. No. Companies are permitted to operate nationwide without having a “bricks and mortar” location in a given community. Especially with the Internet and the World Wide Web now being prevalent business tools, companies now regularly operate nationwide and beyond without storefronts. With very limited exceptions, states and local communities are prohibited by the Commerce Clause of the United
States Constitution from trying to restrict out-of-state businesses from transacting commerce in a given locale. However, a dealer who is required to be licensed by a state generally must at least have a registered agent located in the state, for accepting service of process, and further consents to jurisdiction within that state as a result. Q. Can a dealer promote multiple locations by just having toll free telephone numbers or just telephone access in various communities? (and, not a storefront or office?) A. Yes. As noted previously, businesses can and do regularly operate across the country without having local offices. This includes using the Internet, the Web, and nationwide toll-free telephone numbers. While states may require certain types of businesses to establish a financial or legal presence for regulatory purposes – such as insurance companies, licensed general contractors, and out-of-state corporations – there is no requirement that a business have a physical (storefront) presence. Q. Must a dealer inform a customer that their actual place of business is two states away? A. If a dealer is required to be licensed, or if he is incorporated, then that dealer may be required to provide information regarding the principal place of business and/or registered office locations. This information would be Continued on page 20
International Door & Operator Industry™
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