Contractor Advantage Nov / Dec 2019

CANADA’S SOURCE FOR BUILDING MATERIALS, RENOVATION & DESIGN

KEEPING THE COLD OUT

KEEPING WARM: WHAT’S HOT IN INDOOR HEATING

NOVEMBER / DECEMBER 2019

Publications Mail Agreement #40006677 CONTRACTOR ADVANTAGE NOVEMBER / DECEMBER 2019

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Castle Building Centres Group Ltd. is a Canadian member-owned, Lumber, Building Materials and Hardware buying group representing over 300 member locations across Canada.

Contractor Advantage Magazine is the exclusive publication of Castle Building Centres Group Ltd. featuring quality Castle vendor brands available at Castle Building Centres locations.

Visit castle.ca to find a Castle location in your area.

Editorial Director Castle Castle Building Centres Group Ltd. Jennifer Mercieca

Publisher - Espress Labs Inc. Dan Alexander

Managing Editor Teresa Christine

Art Director AŃ—cha Niazy

Contributors Lawrence Cummer Teresa Christine

Advertising Inquiries Jennifer Mercieca Director of Communications Castle Building Centres Group Ltd. 905-564-3307 jmercieca@castle.ca

Material Contact

NOVEMBER / DECEMBER 2019 Volume 24 Issue 6

Maryam Bashir Marketing Coordinator Castle Building Centres Group Ltd. 905-564-3307 mbashir@castle.ca Published and designed exclusively for Castle Building Centres Group Ltd.

by Espress Labs Inc.

About Contractor Advantage

CONTRACTOR ADVANTAGE NOVEMBER / DECEMBER 2019

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Meet the

Contributors

LAWRENCE CUMMER

Lawrence (“Law”) Cummer is a freelance writer and editor and has been a frequent contributor to Contractor Advantage, Ideas and Rough Construction for nearly a decade. Over his more than 20-year career, Law has written about contracting and construction, general business, information technology, health and safety, personal finance and almost every topic in between. He has a passion for storytelling and sharing how people can work better, easier — and “smarter” — from contractors to technologists to business executives.

TRA WILLIAMS

JEREMY ESKENAZI

Tra Williams is a celebrated speaker, business consultant and author of the forth-coming book Feed Your Unicorn. He is a nationally recognized thought leader in small business, franchising, leadership and entrepreneurship. Tra works tirelessly with people, professionals, and organizations to help them define success on their own terms and build the framework required to sustain it. For more information, please visit: www.TraWilliams.com.

Jeremy Eskenazi is an internationally recognized speaker, author of RecruitConsult! Leadership, and founder of Riviera Advisors, a boutique Recruitment/Talent Acquisition Management and Optimization Consulting Firm. Jeremy is not a headhunter, but a specialized training and consulting professional, helping global HR leaders transform how they attract top talent at some of the world’s most recognized companies. For more information on Jeremy Eskenazi, please visit: www.RivieraAdvisors.com.

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contents

07 News & Notes

10

Personal Networking: the Hidden Gem for Building Business!

10 Keeping Warm: What’s Hot in Indoor Heating

21 Building Better Business

4 Tips for Selecting the Best Candidate

26 Keeping the Cold Out

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A new crop of window and entryway products help meet growing demands for energy efficient products.

37 What’s Trending

Great Expectations: The 4

Foundational C’s of the Customer Experience

On the Cover

Photo courtesy of Kohltech Windows & Entrance Systems CONTRACTOR ADVANTAGE NOVEMBER / DECEMBER 2019

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Meet the Editor TERESA CHRISTINE

Teresa is an accomplished communicator, copywriter and award-winning Editor with the publication and design team at Espress Labs Inc. For fifteen years, she is also known, recognized and respected for her brand direction and creative instincts and has advised clients in various industries including construction, building materials, consumer and lifestyle. Leaders, companies and organizations have trusted Teresa to uncover, shape and tell their stories, helping to build their brands and her attention to detail, creativity and passion has allowed her to cultivate solid relationships throughout her career in marketing and public relations. Her ghostwriting is proudly displayed through published content and across various digital platforms and print forms across the country and beyond.

A NOTE FROM THE EDITOR ON THE INSIDE

As winter approaches, so do the thoughts of shorter, darker days. For many homeowners, keeping the cold out and the warmth in becomes their primary focus as they begin to concentrate on the indoors. For previous generations, options were limited and often involved traditional thermostats and fireplaces. Today, with the evolution and influx of innovation and technology the possibilities are endless, and the trends are red-hot.

In this issue, we look at some of the leading products in indoor heating and windows and doors. With more and more emphasis on energy efficacy and sustainability, more and more Canadians are looking to conserve energy for both environmental and budgetary benefits. Whether it’s switching to a high-efficiency furnace or adding an electric fireplace, heating a space isn’t just an inside job. Investing in the proper windows and doors can also cut cost while keeping you warm.

As consumers become more and more conscious, so do builders, manufacturers and contractors alike. For with every project comes the opportunity to improve the air quality inside a house and more importantly enhance the warmth of a home!

Photo courtesy of Glen Dimplex Americas

Managing Editor

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NEWS & NOTES

THE HIDDEN GEM FOR BUILDING BUSINESS! PERSONAL NETWORKING:

Written by Ken Jenkins President, Castle Building Centres Group Ltd. Business is about building relationships. If you’ve gleaned anything from the stories we’ve shared, it should be about building trust with your customers and prospects, or successfully negotiating mutual benefits with your partners and suppliers.

But it doesn’t stop there. Ongoing and continuous networking is a crucial activity in the success of your business.

I often hear: “It’s easy for you, Ken, you do it all the time.

But I’m not much of a schmoozer. I’m not good at networking.”

Part of the reason many people believe they aren’t good networkers may be ingrained in what they think networking

is: selling. While there’s a certain degree of selling yourself in networking, it is not about creating a façade or persona.

While there may be a feeling of “being on” or performing, the key to successful networking is grounded in authenticity.

In short, be yourself. Let the people you build relationships with do the selling.

WHY NETWORK?

Connections you build — like bridges you burn — inevitably have a way of coming back around. This is true whether it’s at the grocery store, at social gatherings, or, for example, at

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“INSIGHTS” BLOG WITH CASTLE

President Ken Jenkins

Castle President Ken Jenkins has over twenty years in the Lumber, Building Materials and Hardware industry. His tenure has given him a unique perspective and he believes North American contractors, suppliers and independent dealers are the best in the industry.

His goal is to use his passion for the industry to share his insights with budding entrepreneurs in trade and manufacturing to become more entrepreneurial in spirit, more independent and more successful.

Insights will help to attract bright new minds to this industry and guest writers will occasionally contribute to this blog, bringing their own unique perspective.

You don’t want to miss an issue of Insights!

Subscribe to Insights online

http://insights.castle.ca

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the company retreat or annual general meeting. They may not come around for some time, perhaps a year or two, but be patient.

Networking is planting seeds for future opportunities. The connection made today may be the referral that comes in 2022.

Networking may require participating in environments outside traditional business hours. Early in my career I received some sage advice from a valued mentor. “Jenkins, you do your business from 8 am to 5 pm; you grow your business from 5 pm on.” This mentor was a master at networking and relationship building and recognized the value of being engaged in environments that extended his business day. What did it do for his career in business? He started his career sweeping floors for the multinational company he would eventually retire from as President & CEO. To illustrate the value of networking, I will share a recent experience that underscores the opportunity. I attended a conference hosted by the LBMX organization that provides networking opportunities for buying groups. Here I was able to establish two contacts that have led to immediate opportunities for our business model. No selling or sales pitches.

Purely an opportunity to integrate in an environment where like-minded individuals share best practices. The only investment is the commitment to get involved!

Growing anything requires the right touch, daily attention and routine. Let’s look at what’s needed to nurture your network: Do it! And often. Every day you should be expanding your network by making connections. These aren’t always the obvious ones, a partner at a conference, a prospect at a trade show. They may be the cashier at the local store or the owner of your favourite restaurant.

Be a helper. In the past, I’ve written about how important it is to be a servant leader and to lead by addressing the needs of others. Genuine care for others is the sunlight under which all your connections and your business networks grow.

Listen. It will please the more introverted to realize that building a strong network of contacts comes from asking questions and listening more than you speak. Learn about people, what makes them tick and what they need. Demonstrate your interest in them and learn how you can help.

Join groups and associations. Whether you’re using social media, or in person, join associations and groups you have a genuine interest in. These may be business oriented – after all, we’re all interested in things that impact our daily lives. The connections you make with like-minded individuals and other entrepreneurs will pay dividends in the long run.

Volunteer. Find charities or community organizations you believe in. As I’ve written about before, volunteerism is an amazing opportunity for entrepreneurs to make a difference.

It’s also an excellent opportunity to make connections with

News & Notes

other entrepreneurs who care about many of the same things you do.

Respond. As with customers, responsiveness is crucial when networking. Responsiveness is important when your new contact reaches out, but it is even more important if or when they refer your business. Answering requests quickly shows your respect for them and the opportunity they bring you.

Reciprocity. Follow the Golden Rule: treat others as you would like to be treated, and you will find that your efforts are typically returned in kind.

Follow up! I’m frequently surprised how many people skip this important step in fostering a new business contact.

Don’t forget once you’ve met someone you can help, or who can help you, to reach out and let them know you enjoyed meeting them.

Let me give you another example of why networking is important; it has a snowball effect. You never know from where new business is going to come.

True story about networking. Occasionally I need a transportation service for corporate events. For years, I’ve used a specific service for this. I text my contact regarding availability and typically have a response inside of five minutes.

English isn’t his first language, but he never fails to communicate promptly. He has many of the characteristics we’ve looked at: he’s helpful, responsive, and a good listener.

He’s always there. I’ve recommended him to 20 or 30 business associates and friends. Through his authenticity and servantleadership, my network has become his network. I’ve watched him grow from one SUV to multiple vehicles as his business expands almost exclusively on word-of-mouth and referrals.

Networking works. He doesn’t sell me. He earns my trust though his commitment to addressing my needs.

Once you recognize that networking is just being your best self, making and strengthening ordinary connections with people, it all becomes easier. You can move from saying “I’m not a networker” to planting countless seeds to future partners, customers, referrals and ultimately, success. —

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KEEPING WARM:

WHAT’S HOT IN INDOOR HEATING Written by Lawrence Cummer

High-efficiency furnaces, smart home innovations, more realistic electric fireplaces and other home heating options may be warming up this winter.

Having a minimum efficiency requirement (of 95%), eliminates a lot of the lower-tier, lower-price entry level furnaces.

Home heating is, of course, a broad space across Canada, making national trends hard to predict, yet experts do point to a few trends they say would help contractors educate their customers and cultivate lucrative and warm relationships.

GAS FURNACE TRENDS

With greater heating efficiency and comfort may come greater control of HVAC systems for consumers.

Stricter regulations around minimum efficiency for gas furnaces announced this summer may result in higher consumer uptake of several other top-tier features, suggests Chris Hann, regional category manager for HVAC systems for Ontario and the Atlantic provinces at Wolseley Canada Inc. He says his company expected such regulation since it had already been adopted in parts of the U.S.

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Photo courtesy of Napoleon

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Feature Story: Keeping Warm: What’s Hot In Indoor Heating

“Having a minimum efficiency requirement (of 95%), eliminates a lot of the lower-tier, lower-price entry level furnaces,” he says.

“Contractors now don’t need to upsell consumers on greater efficiency.”

At the same time more existing furnaces with such energy efficiency have additional “bells and whistles” that many homeowners are seeking such as home connectivity when paired with the right thermostat. “This merging of digital technology and heating increases the functionality of the furnace”, Hann notes, “resulting in better scheduling, remote control when away from the home and even online tools that can help contractors troubleshoot problems with the furnace and air conditioning systems”.

Hann suggests that with the past range of available options, features like digital home connectivity might have been available in perhaps 5% of models, with the higher-efficiency entry level it may now be closer to 1/3rd of available units. Still, education and, in some cases, re-training may be required to meet current regulatory and customer needs for high efficiency.

That education extends to the consumer; however, Hann notes that thanks in part to Internet homeowners are increasingly savvy of a heating system’s features and benefits.

“It’s a wonderful thing,” he says. “It means that sometimes the homeowner themselves is ahead of the curve and asking for high efficiency and features up front.”

Smart home connectivity isn’t just changing the furnace, but also tying together different elements of home comfort and security. For example, in addition to heating control, company’s like Honeywell Home also provide smart home solutions for water leak detection and security which can be controlled from their mobile app.

Geofencing used by the app establishes whether the homeowner is at home or away, so they can control home comfort and security features on the road from their smartphones or tablets.

Photo courtesy of Wolseley Canada Inc.

FILTER INNOVATIONS

Even as information around heating (and cooling) options has become more accessible, one area Hann believes vendors, manufacturers and contractors in the industry

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Photo courtesy of Wolseley Canada Inc.

Feature Story: Keeping Warm: What’s Hot In Indoor Heating

Photo courtesy of Glen Dimplex Americas CONTRACTOR ADVANTAGE NOVEMBER / DECEMBER 2019

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Feature Story: Keeping Warm: What’s Hot In Indoor Heating

Photo courtesy of 3M Canada

could do better at increasing education in the years to come is indoor air quality.

Air quality is a growing concern for homeowners and fortunately it has received a fresh new approach thanks to the smart home trend.

“We are trying to educate consumers on the importance of the air they breathe,” says Antonina Orlova, marketing supervisor for the Filtrete brand at 3M Canada. “According to the EPA, indoor air quality can be up to two to five times worse than outdoor air quality.”

Indoor air quality is especially bad in cold months, she adds, when less air is flowing from outside and bacteria and viruses can prosper. “It’s always been a

becoming more keenly mindful of the dangers.

She says that as consumers become more “air aware” they are choosing higher-efficiency furnace filters to improve indoor air quality and maintain good airflow. As compared to costs of the HVAC system, this is a relatively small expense, she suggests, to protect the equipment, house and people living in it.

“Good airflow is key. It protects your HVAC system from overworking and

“We are trying to educate consumers on the importance of the air they breathe”

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risk because of the contained space, stale air circulates, they really accumulate and grow,” she says; however, consumers are

Feature Story: Keeping Warm: What’s Hot In Indoor Heating

helps save energy costs, but like anything else, it must be maintained. The filter should be changed every three months.”

Here innovation is helping homeowners better maintain their furnace filters, and ultimately the furnace. The company’s new Filtrete Smart Air Filters uses a sensor on the filter to monitor air flow and usage, not just time, letting homeowners know when a replacement is needed. The connected mobile phone

app also displays outdoor air quality, provides tips and alerts and assists in order refills.

While ultimately the homeowner will be replacing furnace filters, Orlova says contractors could offer multiple bundles of filters to be stored in the basement until use. They also play a key role in customer education. More than air quality is at stake.

“It’s very important for contractors

to educate the consumer around proper maintenance of their HVAC systems,” Orlova says. “You don’t want an expensive piece of equipment to break or give the impression it’s under-performing.

It can damage reputations.”

ELECTRIC HEATING

“The preferred source of heating is, of course, highly regional and based on energy costs from province to province.

Photo courtesy of 3M Canada CONTRACTOR ADVANTAGE NOVEMBER / DECEMBER 2019

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Photo courtesy of Glen Dimplex Americas

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Feature Story: Keeping Warm: What’s Hot In Indoor Heating

Photo courtesy of Glen Dimplex Americas

In Quebec, electric heating is king; however, with rising natural gas and oil prices there are other pockets around the country where electric heating is gaining in popularity,” says Dante Di Fiore, regional account manager at Glen Dimplex Americas.

Part of the reason for this is the ease with which one can individually control a unit or zones of the home which can be heated and controlled through electric baseboard heaters. “Combine this element of “zoning” with smart home heating units and thermostats such as the Dimplex CONNEX family of products and heating prices may drop even further, up to 33% compared to conventional electric heating products,” Di Fiore suggests.

“With that in mind we’re starting to grow more business outside of Quebec, because gas is becoming more expensive and because we can individually control our units into zones as opposed to central heating throughout the home.”

Di Fiore says one area he’s seeing new growth in electric heating are spots that are inaccessible or costly for central air to reach, such as certain home extensions, garage suites and workshops, and, of course, cottages.

“For example, we had a customer looking to heat a mobile home 42' away from the main home and the ability to remotely control heating in the crawl space. The easiest way to do that was through electric heating, since the space was too small for a central heating system. We installed multiple strategically placed Smart CONNEX baseboards paired to a wireless controller the homeowner can use up to 50' away, or he can use his smart phone through the CONNEX app when away from the home.”

ELECTRIC FIREPLACES

Of course, “warmth” isn’t just heat, but also comfort, decor and ambiance. Di Fiore points to another heating product gaining popularity: the electric fireplace. He says homeowners are looking to electric fireplaces for cost-effective

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Feature Story: Keeping Warm: What’s Hot In Indoor Heating

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Feature Story: Keeping Warm: What’s Hot In Indoor Heating

supplemental space heating, but also for their low cost of installation, versatility, safety and features (such as flame or bed colour effects) they cannot get from gas or wood fireplaces. As well, he adds, electric fireplaces can grace rooms one wouldn’t ordinarily find a fireplace such as bedrooms, bathrooms, recreation room and basements.

Dimplex has recently released two patented technologies that create an electric fireplace experience like no other, Di Fiore says. The company’s Opti-myst uses revolutionary ultrasonic technology to create a realistic flame and smoke effect, while its Opti-V renders ultra-realistic flickering flames with three dimensional LED logs that sporadically spark and crackle, taking these fireplaces and inserts to a new level of realism.

The demand for electric fireplaces is growing by approximately 14% year over year, says Kim Hammill, director of electric fireplaces for Napoleon. She attributes part of this popularity to recent legislation, in certain provinces and states, that prohibits gas fireplaces.

“Builders are embracing electrics as it cuts the cost per home down and they can be used in a secondary location to result in a more enjoyable environment,” Hammill says. “Homeowners are using the linear look and putting a TV overtop. There is not the powerful heat of gas, so the TV is unharmed.”

“These wall mounts also have various features such as multiple flame colours, top lighting, phone charging and different ember beds to choose from — all popular with younger homeowners.”

Hammill says her company’s CLEARion See Thru Electric Fireplaces cost less than gas to operate and require less real estate to install. Since electric fireplaces require no venting, these units can be installed between rooms providing a unique view, as well as warmth. Newer units feature a 220v connection, offering a more powerful heat output. —

Photo courtesy of Napoleon

CONTRACTOR ADVANTAGE NOVEMBER / DECEMBER 2019

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BUILDING BETTER BUSINESS

4 TIPS FOR SELECTING THE BEST CANDIDATE Written by Jeremy Eskenazi

Have you ever looked at a set of resumes and felt totally overwhelmed? When you read a cover letter, do you find you get caught up in their personal story more than what they might be able to do for your company? When searching for new people to bring into your organization, some days you have to dig deeper for the inspiration, but it’s well worth it.

Interviewing people can be tireless and a thankless job; but remember, when you walk through the halls of your office, that those interviews and all the emotional energy you spent

went into getting the best talent for your team.

Why is hiring emotional? Well, the stakes are high for everyone involved. For the candidate, it’s their livelihood and a big sense of themselves that they risk for a new job.

For the hiring manager, it’s the responsibility of making the right decision for the team. For the senior level people, it’s the accountability for the cost spent on each hire as payroll is the biggest ticket item for most organizations.

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Building Better Business

There is no doubt about it, and hiring people is the most important decision in building a successful team. If you make a mistake, it’s very visible that you made one. It can follow you for a while. There is a lot of passion and emotion around the organization when you fill a role. Many people on your team may want to contribute opinions about candidates, and you will of course have your own wish list in mind. You’ll never take all of the emotion away – you can’t. Thankfully, there are four surefire ways to minimize the emotion in hiring though to help you get to the best candidates to build your team.

1. STEP AWAY.

As a business leader, you must be able to separate yourself from the emotion. As you meet candidates and either evaluate

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them yourself, or have an HR team help you, there must be separation from all the feedback that comes in. You don’t want your office to become the complaint department through the process, so you cannot be seen to react to all the feedback that comes in.

Some of it you’ll have to take on the chin. Perhaps your team doesn’t like your top choice of candidate, or they really want you to consider someone you feel is unsuitable. Don’t manage and investigate every comment that comes in. Some of them you shouldn’t investigate at all. Which leads to the next suggestion.

2. BUCKET IT.

You may have learned the hard way that following up on

Building Better Business

everything is a lose-lose situation for all. You can’t be available to validate every comment that comes in. What you can do is bucket the types of feedback or complaints you receive, then work with your team to address them. This way, you don’t get caught up in the same challenge every time you’re looking to hire someone.

3. FOLLOW THE LAW.

There are cases when things will be emotional, but they must be addressed. If someone tells you something went terribly wrong, for example, someone reported discrimination, or there is a legal risk – you have to act. Whether it is unintentional or a gap in process, these are the ones you have to manage specifically, and as they come in – and doing it quickly also saves damage to your employer brand.

4. SET AND MANAGE EXPECTATIONS.

If you have been promising your team a new role to help with an area, it’s important to be open about the progress with your candidate search. Sometimes it takes a while to find the right fit, sometimes an offer falls through or the candidate takes a counter offer. It’s in your best interest to be transparent about the process and help get the team to the result of a great new team member.

If you’re generally not an emotional person, know that hiring is not just about you! It’s emotional for everyone involved on some level; from your colleagues, to the candidates themselves. Understanding your strengths and weakness will help you through this process and help you remain positive as you get to your end goal.

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Building Better Business

If you’re clear on the end goal, you’ll know that part of that is about finding harmony and fit for your work culture.

As you go through the process of meeting candidates, think about whether you are connecting, and how the conversation flows between those who are interviewing and your potential candidate. This process is emotional because at the end of the day, people want to work for people they like, admire, and respect. You are evaluating if a stranger will fit in with the network you’ve built in your workplace, and they too, are evaluating if you are someone they want to interact with every day.

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It’s good to remember that emotion can affect the energy that is put into a conversation or interview. From the beginning of each hire, make sure you are separating yourself if there is a possibility that your influence will cause a significant shift in positive or negative energy. Use this influence to your advantage to get the right people on your team engaged in interviewing and assessing candidates. So don’t let emotion get the best of you when looking for your next great hire – there is comfort in knowing that everyone can get caught up in their feelings during the search! —

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KEEPING THE COLD OUT Written by Teresa Christine

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A NEW CROP OF WINDOW AND ENTRYWAY PRODUCTS HELP MEET GROWING DEMANDS FOR ENERGY EFFICIENT PRODUCTS.

Photo courtesy of Jeld-Wen Windows & Doors

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Feature Story: Keeping the Cold Out

Consumers no longer judge a home’s facade solely by its appearance. Windows and doors that look beautiful, but don’t keep the cold (or heat) out, are falling from favour as Canadian homeowners and builders look to conserve energy for the sake of both the environment and their bank accounts.

What’s more, changes in the Energy Star program for windows and doors, coming in 2020, will see consumers and contractors put even more emphasis on energy efficient products for their projects.

Contractor Advantage talked with some of the industry’s leading suppliers of windows and doors to understand what’s trending, what’s changing, and why. Here’s what they had to say.

“The requirements to meet these high-level standards is receiving a significant upgrade.”

GLAZING, TIMES THREE

Jeff Barsalou, sales and marketing coordinator, Kohltech Windows & Entrance Systems, points to the new Energy Star requirements as a big driver for change. “The requirements to meet these highlevel standards is receiving a significant upgrade.” While Energy Star is a voluntary program and not a requirement—products Photo courtesy of Kohltech Windows & Entrance Systems

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Feature Story: Keeping the Cold Out

Photo courtesy of Jeld-Wen Windows & Doors

that earn the designation represent the most energy in a category, “It’s a great certification to show,” says Barsalou.

One popular measure for increasing the energy efficiency of windows is glazing. Triple glazing, for example, is believed to reduce heat loss by at least a third more than double glazing. Triple glazed windows also allow greater solar heating, so exterior heat energy is trapped inside and kept there thanks to the insulating properties of the windows.

Homeowners and contractors have already been warming to the technology and the savings. “Triple glazed windows have been steadily increasing in popularity year over year,” says Barsalou.

LOW-E COATINGS IN DEMAND

Adding a Low-E coating to triple plane windows is like a one-two punch in terms of energy efficiency, helping to amplify the window’s ability to insulate.

“Low-E was once limited to the inside surfaces of insulating glass,” says Allan Doyle, vice president of engineering and product development for Global Windows & Doors. “Now, glass companies have developed Low-E coatings that work extremely well on the exterior of the inside glass—the Low-E coating is facing the inside of the living space.” He adds, “These Low-E coatings are durable and effective in improving the energy performance of both double- and triple-pane glazing.”

TRIPLE-PANE PERFORMANCE

Tri-pane windows, as well, can have a significant impact on energy efficiency and home comfort. “A tri-pane window reduces radiant heat in the summer and allows for more relative humidity in your home during the winter so your family is more comfortable all year round,” says Paul Commisso, director of marketing and product line management with Jeld-Wen. The company is introducing a new line of tri-pane windows that includes several features to meet the new Energy Star requirements and deliver greater

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Feature Story: Keeping the Cold Out

home comfort and energy savings. The products will deliver 1-1/2" or 1-3/8" triple glazing with low-e coating and argon gas fill between all panes. “More space between the glass ensures best-in class energy performance and improved whole home comfort,” says Commisso.

PUTTING IT ALL TOGETHER

Builders and homeowners are increasingly aware of the benefits of tri-pane glass, especially when combined with other available technologies. “All of our core product lines now accept tri-pane glass, and it accounts for more than 50 per cent of our window sales,” says Jesse Tufts, R&D and engineering lead,

All Weather Windows. “Tri-pane sealed units with multiple Low-E coatings and argon fill provide a huge increase in energy efficiency and comfort with reduced noise transmission and significantly improved thermal comfort when sitting next to a window.”

Scott Targett, president Global Windows & Doors, has also seen a growing number of builders wanting to make the most of putting all these advances together. “We often see homes and condominium projects specifying triple glazing with 2 Low-E coating and Argon filled cavities,” says Targett. “This insulating glass in a casement or awning window produces U-values between 1.0 and 1.2 depending on the Low-E chosen.”

Photo courtesy of Madero Doors and Hardware

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Feature Story: Keeping the Cold Out

Photo courtesy of Global Windows & Doors

A MOVE TO WIDER FRAMES

Some trends influence others. For example, Doyle notes that with the growing demand for triple glazing there’s also an increase in demand for wider frames, with some types of windows. “The wider frames with multiple chambers provide better insulating value,” says Doyle.

CASEMENT/AWNINGS MODELS

The style of a window can influence its energy efficiency, as well. Targett notes that casement and awning window models have become quite popular, particularly in colder areas, thanks to their improved air leakage performance relative to hung models. “Once a very popular model, the demand for double hung and double sliders is decreasing,” says Targett. “Although these models can hit the required A3 rating, they cannot hit the

very low air leakage numbers that casement and awning models can achieve.”

NEW TECHNOLOGIES

While these established techniques are growing in popularity, there are also emerging technologies and trends gaining a foothold in the industry.

“I think, for the future, we will continually see better thermal performance as designs evolve, more real-world extreme condition thermal testing and product optimization, and higher-performing glass options,” says Tufts.

Different types of insulation will continue to be a focus.

“While argon gas has been used for years in the manufacturing of insulating glass, we are now seeing an increase in the usage of krypton in triple glazing,” says Targett. The use of krypton

CONTRACTOR ADVANTAGE NOVEMBER / DECEMBER 2019

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Feature Story: Keeping the Cold Out

Photo courtesy of All Weather Windows

gas has been around for years and up to now, cost has been a prohibitive factor. “As the cost comes down we will see an increased demand,” says Targett.

Vacuum-insulated glazing (VIG) is a new technology that’s likely to gain a greater foothold in the coming years. “These insulating glass units are very thin and are manufactured with a vacuum between the glass panes,” says Targett. “While still a few years away from practical commercial use, there are test manufacturing facilities producing VIGs today.”

Manufacturers continue to invest in finding solutions to greater energy efficiency. “All areas of product design are under review and undergoing testing to improve energy performance,” says Barsalou. “As a manufacturer we are challenging our glass and spacer suppliers to improve the energy efficiency of their products. We’re also working with our extrusion providers to improve design, and create a narrower and deeper profile. This allows for a stronger product with improved solar heat gain.”

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DOORWAYS TO ENERGY EFFICIENCY

Like windows, doors can be a quick route to heat loss in a home. So, much like windows, manufacturers have sought to increase the products’ efficiency with a range of techniques.

“Garden doors with improved seals and multi-point locking options are becoming more sought-after to reduce potential drafts and heat loss,” says Barsalou.

Multi-point locking systems have an advantage over the traditional entry door, with a latch and deadbolt at the midpoint of the door. “Under high winds and cold the top and bottom of the door may bow,” notes Doyle. “A multi-point locking system can keep the door firmly against the weatherstripping to keep the cold out.” He adds, “Multi-point systems are also gaining popularity due to their enhanced security features.”

Feature Story: Keeping the Cold Out

Photo courtesy of Alliance Door Products

A MATERIAL DIFFERENCE

“In general, consumers are looking more at Fiberglass and composite exterior products,” says Tyler Murell, national sales manager, Madero Doors and Hardware. “These maintenancefree products are warmer to the touch compared to traditional wood/steel products and have much more realistic aesthetics to improve the look desired by more educated home owners,” as well, says Murell.

Hardy Rahn, director of sales, Canada, for Alliance Door Products, has noted similar trends. “We’ve seen a significant shift towards fiberglass door panels which provide better thermal performance than most steel door products.” He adds, “We have also seen more requests for tri-pane inserts with Low-E glass to provide better thermal performance for door lights and sidelights.”

As well, says Rahn, his company has been using an

adjustable thermally broken sill which allows consumers to alter the product as required when dealing with snow and slush, to ensure a tight seal. He adds, “New sill designs are being made to ensure for easy adjustability to allow a homeowner to create a tight fit by using a screwdriver, as well as the use of composite materials that prevent thermal transfer.”

LOOKING AHEAD

It’s reasonable to expect trends in the same direction, into the future: certifications and ratings requirements will likely continue to raise the bar, especially as technologies become better, more readily available and affordable. Consumers’ interest in environmental conservations and budget savings will continue to grow. And suppliers will continue to invest in the development of products that meet and exceed the public’s and professionals’ demands for energy efficiency. —

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In the photo: Apex 9100 series PVC windows with black interior acrylic wrap

WHAT’S TRENDING

GREAT EXPECTATIONS:

THE 4 FOUNDATIONAL C’S OF THE CUSTOMER EXPERIENCE Written by Tra Williams Remember the old saying that if you never expect anything then you’ll never be disappointed? Well that might work on blind dates and birthday presents, but in business, expectations are impossible to avoid. For every action that a customer takes, there was an expectation that preceded it.

Obviously, customers take action because they believe that action will yield a specific result. Over time, that belief—that something will or won’t happen—is solidified. It discourages or encourages future action. The resulting momentum, for good or bad, reaffirms their belief. The cycle is then perpetuated and a customer’s loyalty is either lost or gained.

This simple psychological loop is perpetuated by whether your business failed to meet, met or exceeded a customer’s preconceived notions. In short, customer expectations define the customer experience.

Fortunately, if you properly position your business in the minds of your customers, you can mold their expectations in ways that are consistent with the service and value that you provide. There are four foundational elements that define your customers’ expectations. Mastering all four is the key to exceeding your customers’ expectations every time and keeping that customer for life.

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What’s Trending

1) CULTURE – WHO YOU ARE IS THE KEY TO WHAT YOU SHOULD DO AND HOW YOU SHOULD DO IT.

Every potential customer begins to build a mental profile of your business the moment he becomes aware that it exists.

Millions of years of evolution have hardwired us to save mental energy by recognizing patterns that predict the world around us. As a result, your potential customer immediately and unconsciously makes assumptions about what to expect from the culture she observes. Subtle and not so subtle clues convey information and frame the expected tone of your interaction even before your initial contact. The cleanliness

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of your parking lot, the options on your automated answering service, and the wrinkles and stains on your employees’ uniforms all add to the story that you are already telling.

The story begins with your logo and your branding; they tell their own story. But your messaging and the medium through which it travels also reveal hidden truths about the culture of your business. More often than not, your culture defines your service level but not your messaging. And if the reality of your service falls short of the expectations defined by your messaging, the customer feels duped and is less likely to return.

What’s Trending

The key to mastering this element is to maintain consistency between your branding and messaging and the reality of the service that you provide.

2) CREDIBILITY – AN IMPRESSIVE DEPTH OF KNOWLEDGE IS NOTHING WITHOUT PARALLEL PERFORMANCE AND VICE VERSA.

Imagine you are interviewing a potential financial advisor who is vying for your business. He has degrees on his wall behind his mahogany desk along with various certificates showing him to be well-educated. He answers your questions clearly and succinctly without too much industry jargon,

and by all accounts, conveys confidence in his abilities and authority over his domain. However, the prospectus for his recommended investments shows below market performance every year for the past 10 years. Would you allow him to invest your precious earnings? Probably not.

Now reverse the scenario. Imagine he has consistently outperformed the market for 10 years, but during the interview he sounds uneducated and is unable to answer questions about why or how that performance was achieved.

Would you allow him to invest your precious earnings?

Again, probably not.

CONTRACTOR ADVANTAGE NOVEMBER / DECEMBER 2019

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Wall to Wall Confidence is a trademark of PPG Group of Companies. Sico is a registered trademark of the PPG Group of Companies.

Manor Hall and Sun Proof are registered trademarks of PPG Architectural Finishes, PPG Paints is a trademark of PPG Industries Ohio, Inc. Š 2019 PPG Industries, Inc. All Rights Reserved.

What’s Trending

The point is that your customer makes assumptions about your credibility because of and sometimes in spite of your performance. Knowledge of your industry isn’t enough.

Comparably, past performance isn’t enough.

The key to mastering this element is to know why and how, not just one or the other.

3) CAPACITY – REVENUES WILL NOT MATERIALIZE WITHOUT THE INFRASTRUCTURE THEY REQUIRE.

Entrepreneurs and business owners are by definition resourceful. Not only have they recognized and seized opportunity, but they have also navigated a complex process.

However, once the business is operational, their minds often transition from a focus on opportunity and innovation to a focus on reduction and optimization. Corners are often cut and resources are limited in the name of costs.

Imagine you are looking for a restaurant to host your engagement party. Which restaurant would you choose — A) an understaffed restaurant where the food is always amazing or B) a restaurant with amazing service where the food is always good? Most would choose restaurant B because the quality of your product has nothing to do with your scalability.

How you execute at a smaller level creates the expectations in the minds of customers for your ability to execute at a larger level. Would you actually prefer to earn a few extra dollars if doing so limited the growth of your business? Doubtful. In the end, nothing is more costly than playing it safe.

The key to mastering this element is to realize that preparation actually creates opportunity.

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What’s Trending

4) COMMAND – YOUR COMMAND OVER THE PROCESS SHOULD ELIMINATE CUSTOMER EFFORT.

Customers expect results without effort on their part. After all, why would they pay you if they have to work? But work in this instance isn’t just the service you provide, it is also the effort a customer must exert to yield results. Obviously, if a customer has to call multiple times and talk to multiple people to yield results, your process has failed and you have likely lost that customer’s business. On the contrary, effortless results yields repeat business.

If you haven’t mapped your customer flow, you should do so immediately. If you have, take a look at it and note each time the customer is required to act in any way or left wondering what to do next. Paperwork, phone calls,

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appointments, hold times and commutes are all work for the customer. You must take command of the process and limit the effort your customer exerts…especially during your very first interaction. Doing so will create the expectation that calling you yields effortless results.

The key to mastering this element is clear communication of a well-defined and effortless process.

The point is, customers choose to frequent businesses that consistently meet or exceed their expectations and they form their expectations before they ever walk in the door or pick up the phone. Your culture, credibility, capacity and command define whether you exceed their expectations and gain a customer for life or fall short and send them to a competitor. —

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