MBNews October 2018

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Richard L. Martin

MBNews EDITORIAL ADVISORY BOARD

Customer Service Insights Everyone is Good at Customer Service and the World is Flat!

EC Liaison – Matt Worthington Worthington Monuments matt@worthingtontx.com EAB Chair – Alison Raymer, CM Emerson Monument Company alison@emersonmonument.com

Personnel Performance Igniting Your Team to New Levels of Performance

Dustin Anderson, AICA Dakota Monument Company dustin@dakotamonument.com Marc Arntzen Gem City Memorials, Inc. gemcitymemorials@sbcglobal.net

By Magi Graziano

Perry Giles, CM Giles Monument Company, Inc. perry.giles@gilesmonument.com

Designers’ Corner The True Beginning of Modern Monument Design

MONUMENT BUILDERS OF NORTH AMERICA

136 South Keowee Street Dayton, OH 45402 +1.800.233.4472 FAX +1.937.222.5794 info@monumentbuilders.org www.monumentbuilders.org

By Bobby Mattos, AICA, MBNA 2018-2019 President

Tools of the Trade It’s Hammer Time!

By Roger Aholt, CM

HEADQUARTERS TEAM

Industry Calendar/New Members

Kimberly A. Fantaci Executive Vice President +1.800.233.4472 X-106 info@monumentbuilders.org

Personality Insights No Wonder They Can/Can’t Sell – Using Personality Styles to Get More From Your Employees

Krista Saul, CPA Accounting Manager +1.800.233.4472 X-107 James Perry Association Executive +1.800.233.4472 X-104

By Bob Phibbs

MBNA Design Contest

Cassandra Shaffer Association Manager +1.800.233.4472 X-115

MBAdvocacy Memorialization is Vital!

Rebecca Nelson Events Manager +1.800.233.4472 X-113

By Marilyn Harris-Davis, JD, MBNA Advocate

Tina Schneider Chief Administrative Officer +1.800.233.4472 X-101

Classified Ads

ON THE COVER

This monument was designed by Tyler Francis and hand tooled and built by Dustin Anderson, AICA, both of Dakota Monument Company of Fargo, North Dakota. Read about how hand tooling can help you design and build a monument on page 16 of this issue.

Mission To define and promote memorialization in a viable, innovative and diversified way for the membership and to enhance the awareness of memorialization by the general public and the remembrance industry.

Donald A. Mounce, APR +1.800.233.4472 X-473 mbnews@monumentbuilders.org

PRODUCTION MANAGER

By Don Calhoun, CM

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EDITOR

POSTMASTER – Send address changes to MB News, 136 South Keowee Street, Dayton, OH 45402.

Telephone: +1.800.233.4472 Fax: +1.937.222.5794 E-mail:info@monumentbuilders.org Web: www. monumentbuilders.org Closing date: Four weeks proceeding date of publication. We reserve the right to accept or reject any advertising or editorial material. Subscription rate is $70 annually for members, which is included in the annual membership dues. The rate for non-member subscriptions or additional subscriptions requested by MBNA members is $125 a year. Single issue price is $12. ©2018 Monument Builders of North America

MBNews

MBNews (ISSN 0192-2491) is published monthly with the Buyer’s Guide in April by Monument Builders of North America (MBNA), 136 South Keowee Street, Dayton, OH 45402. Periodical postage-paid at Dayton, Ohio and additional2018 mailing offices./ 3 / October

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By Donald Calhoun, CM

Everyone is Good at Customer Service and the World is Flat!

Everyone is good at customer service and Let’s be honest in that the W.O.W. – Want – A want, the world is flat! Dean average business today stinks a sincere desire is created Vernon Wormer in the in the customer’s mind. popular movie “Animal at customer service, and only The customer got to the House” said to Flounder: a select few are great at it! point of intellectually and “Fat, drunk, and stupid is emotionally feeling “I want no way to go through life, Where does your business this.” They feel wanted, son.” stand? Are your actions and needed, and respected.

Let’s be honest in that the average business behaviors in line with the W.O.W. – Original – The today stinks at customer customer service objectives customer perceives the service, and only a select company as unique, creative few are great at it. When within your company? and different. The customer Flounder flunked out of college, he must have found unique value and that found a job in customer the product or service was service! just for them. The customer feels special and Where does your business stand? Are important. your actions and behaviors in line with the customer service objectives within your W.O.W. – Wonder– The customer perceives company? the company’s people, products or services Statistically speaking, the odds are that your gave them a feeling of wonder or awe. “The business could use a little wake-up call in the customer service area. When was the last time company I dealt with was nothing short of you were “WOWED” by another company, or did amazing”. your company “W.O.W.” a customer?

The reality is that very few customers in today’s business climate have had a W.O.W. W.O.W. experience. Predictably, customer service is This is an effective way to look at the term WOW. often an oxymoron.

4 / October October2018 2018 // MBNews MBNews

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Space Parts Syndrome As businesses we should loathe poor customer service. And we should lose our minds when anyone exhibits “SPS - Space Pants Syndrome.”

What is SPS? SPS is when an individual or company acts as if their “rear-end” is out of this world.

SPS is displaying arrogant and/or indifferent behavior. An individual with SPS thinks that the world revolves around them, and they are oblivious to the common earthlings.

The objective of creating and fostering great customer service is ironically simple: “Treat others as you would want to be treated.” This golden rule is simple in concept and extremely difficult to follow.

The reason it is so difficult is because we are humans, not supreme beings, full of shortcomings and insecurities. Each of us faces a myriad of challenges, good and bad, happy and sad, difficult and easy moments and experiences.

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Let’s face it, life is full of distractions; drama, trauma, and euphoric events. It is simply not realistic to expect humans private lives not to be brought into work.

Even if everything is great at home, we have the harsh reality that not everyone (bosses, colleagues, customers) act and behave like we want or expect. All the stuff of life flows into our work, and that is why it is so hard to have consistent and great customer service.

The Four Agreements If one of your employees has a bad day, and that is then projected towards a customer or another employee, you in fact have a customer service problem. The thing that really stinks is that most often you will never find out about bad behavior. Ultimately, you can’t fix what you don’t know about.

How do we begin to act and behave with a higher level of customer service? The answer is probably too obvious to pontificate, but it starts MBNews / October 2018 / 5

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A good indicator of your customer service performance is to pay attention to non-customer perceptions and how well your staff gets along with one another. Ask and pay attention to treatment and perceptions of your Customer service must be given UPS driver, office supply copy machine serious time, attention, focus, individual, repair person, granite sales and resources if you want representative and your staff. ● Be impeccable with long-range success.

How people behave your words – Words when people are not can build or destroy. watching is a very accurate indicator of Be a builder. Be a giver. Be a nice friend to the quality of their character and customer all. care. According to the White House Office of Consumer Affairs, it costs seven-times more to ● Don’t take things personally – if someone attract a new customer than it does to retain an projects their attitude on you, that is existing customer. their issue. You do not have to own the Also, hiring and retaining great help is dysfunction of others. becoming more and more difficult. Life is way too short for you not to enjoy who you work ● Don’t assume – Listen and understand. Gain a clear and accurate understanding of others with, inside or outside your organization.

The objective with customer service is to before judging. This sounds easy, but it is so dare to be different by creating an environment hard to do. where folks smile, show a genuine interest in others, laugh freely, and demonstrate ● Do your best, forget the rest. Cut yourself compassion, empathy, and engage in true some slack! You are not perfect and will hospitality. Let folks be real, be themselves, do never be. Just give it the old college try. If their best and forget the rest. you forgive your best friend, then you darn You can improve your customer service well better forgive yourself when you fail. because you understand that the world is actually round. And you understand your rearCustomer Service Performance end is firmly attached to the earth. MB Customer service must be given serious time, attention, focus, and resources if you want long-range success. The average life cycle of a Donald Calhoun, CM – The Dude – has thirty company is now only 15 years, when it used to years of firsthand, real-world experience with be 67 years. the highs, lows, triumphs, and tragedies of life.

In addition, 85 percent of all businesses fail Calhoun is a one-third owner of Murphy Granite in the first year. The parade of “going out of Carving, Inc. and Little Falls Granite Works, Inc. in business” signs is the result of many things, but Minnesota, which produce memorials throughout poor customer service is a leading cause which the upper Midwest of the United States. Calhoun acts like a cancer, because it is not easy to is also a speaker, author, and Past-President of detect and it grows extremely fast.

MBNA, as well as the liaison to FAMIC for MBNA. with you and the person next to you.

You must draw a line in the sand and say, “I don’t want to be a Flounder or suffer from SPS!” The book “The Four Agreements – A Practical Guide to Personal Freedom” provides an excellent template:

MBNews / October 2018 / 7

PERSONNEL P

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By Magi Graziano

Igniting Your Team to New Levels of Performance

When it comes to constructing a team of people who work well together to create winning outcomes, knowing ‘how to’ and understanding ‘how to’ are two very different phenomena. The strong and astute organizational leader is one who is committed to optimizing their resources and maximizing the return on their investment.

Given the people expense is often the largest investment in any enterprise, creating this kind of culture is simply smart business.

As a leader, empowering your workforce to unleash their strengths and encouraging people to collaborate and innovate leverages people’s ability to act as a team and produce results.

Work cultures where people focus on only their piece of the puzzle leads to silo mentality and ultimately breeds ineffectiveness and inefficiency. A highperformance team cannot exist in an environment where competition and one-upmanship prevail.

When people on the team focus on each other’s limitations and detriments – and why things cannot be done – they all too often miss opportunities to make the organization better. Additionally, teamwork is adversely impacted when the people on the team feel

the need to focus on fighting and jockeying for authority or power.

This need to be ‘better than’ decreases collaboration and limits innovation. It is a recipe for stagnation and conflict—neither which drive long term results.

As leaders, it requires rewiring our minds and our teams to repair an absence of trust; however, before you can rewire, you first need to be aware and responsible for the absence of trust in the first place. Whether you are seeking to create a high-performance work team or a high performance culture; there are seven steps for creating an environment where high performance and teamwork can thrive.

Identify and Clarify the Purpose for the Team People must understand the why behind what they are doing. Once the purpose for the team is crystallized and talking points are clearly outlined, it is the initiator of the team’s role to connect the dots for people to see how they connect to it. Communicating an inspiring vision for the people on the team and mapping what success looks like when it is achieved is a foundational element for congealing a group of people together and getting them geared up to work together in unison.

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Giving people the Select a Leader When it comes to constructing a team rules of the game The team’s leader does of people who work well together to before they agree not have to be the person who invents create winning outcomes, knowing to play it allows for people to opt in or opt the possibility and ‘how to’ and understanding ‘how to’ out of the team and the purpose for the team; are two very different phenomena. game. Advanced clarity it does need to be a of expectations also person who accepts reduces unnecessary the responsibility for problems, reduces ambiguity and confusion shepherding and guiding the team to success. and serves to mitigate poor performance and The leader’s job is to be present—to be there unwanted turnover on the team. for the team. The best leaders select the right people, inspire them towards a vision and back Select the Players out of the way during the planning stage— Whether you are building an enterprise or a unless they are specifically asked for guidance. team of people to accomplish a project, it is crucial that you select the right people for Establish Rules the right roles, for the right reasons. When People need to know what is expected from this happens, people join the team for the them, and from the team. People need to right reasons, which is the baseline team know and understand where the boundaries engagement. are regarding decision-making, autonomy and When people are engaged, they have performance. a strong desire to bring value—to be a contributor. They enjoy the type of work they are doing and are able to connect their work to the bigger picture.

The best team dynamics happen when there is a variety of people who bring their uniqueness to the team. Beyond competencies and skills, it’s important to consider unique traits that each team member brings to the table and how those unique traits can be leveraged for optimal creativity and innovation.

Set the Level Level-setting allows each member of the team a new opportunity to begin again. During a level set, team members explore their limiting beliefs and barriers to working with others in a productive and effective manner, and do the necessary work to unpack those factors that get in the way.

The team as a whole is challenged to work together through experiential learning in ways they never considered. Even the most effective, astute and self-aware people discover limits 10 / October 2018 / MBNews

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that were previously Given the people expense is often the declarations and intention setting as hidden from their largest investment in any enterprise, well as bi-monthly conscious view. retrospectives give The team lays creating this kind of culture is teams a structure out the pathway simply smart business.

As a leader, they can count on for the best way empowering your workforce to unleash and gives the team to work together, healthy guardrails to how they will their strengths and encouraging work independently resolve personality people to collaborate, and innovate and remain responsible conflicts and internal challenges leverages people’s ability to act as a to each other and the organization as a whole. with dynamics team and produce results.

While knowing and on the team. At understanding are the completion of two very different distinctions, doing is the the level set, the team creates a collective possibility for the team that is inspiring to each link that shifts knowing to understanding.

For the impatient leader, doing may be a and every member of the team. challenge because progress is most often only experienced incrementally.

Planning Building a high-performance team is not The best approach for a leader during planning about exponential breakthroughs, if they is to be a source for inspiration, questions, happen great; however, if sustainability is and guidance. Leaders who step too far in to your goal, impatience is your enemy. Teams planning create teams that are dependent on respond best to a system that allows them the leader and lack creativity. If the leader to learn, move forward, fall, learn from notices a problem with the plan, rather than pointing it out, it is much more empowering to mistakes, move forward again and sustain progress over time. When high concentration ask questions that provoke the team members and effort is celebrated, and low momentum to activate their critical thinking skills to answer and think potential challenges through. is acknowledged and genuinely appreciated teams build confidence and fortitude to stay the course. MB Check in, Track Progress, Celebrate Success When people are aware of the milestone meetings and rely on regular feedback, it Magi Graziano, as seen on NBC, is reduces uncertainly and unnecessary stress. the CEO of KeenAlignment, a speaker, Laying out the stages of organizational employee recruitment and engagement effectiveness, beginning with what it means to expert and author of The Wealth of be operating in formulation and concentration Talent. Through her expansive knowledge and and then defining criteria for low, moderate and captivating presentations, Magi provides her high momentum gives the team an opportunity customers with actionable, practical ideas to to self-regulate, correct and celebrate as they maximize their effectiveness and ability to create see fit. high-performing teams. With more than 20 years’ Utilizing a customized version of the agile experience as a top producer in the Recruitment methodology is an excellent means to keep and Search industry, she empowers and enables progress on track and support the team in leaders to bring transformational thinking to the attaining momentum with their project, day-to-day operation. For more information on program or goal. Daily stand ups, bi-weekly Magi please visit www.KeenAlignment.com.

MBNews / October 2018 / 11

By doing so we learn to understand the tools that were used, as well as techniques, and skills exhibited by our predecessors which There is no true beginning or end will help us to succeed for generations to to the study of monument design. come. And these three people that stood out We must pick a starting spot, a 30 to 50 years ago changed the direction of place in time toward which to jump in, in order memorialization in their era. to best understand the renaissance of our They are still recognized as a few of “the greatest ever” and that is a great spot to profession. begin. Their names are common in monument While it is important to study all the true discussion; most everyone has at least heard artists of the past in our industry who greatly of Gene Faehnle, Bert Gast, and Harold impacted the field of memorialization design Schaller. and creativity, we will start by focusing on There are many others as well, but these three. Not all of us will become stone carvers three revolutionized the modern practice of or even consider ourselves artists, but it is design in memorialization that many continue vital that we learn our history. to use today, but unfortunately may not fully understand. By studying these great men, their commitment to the craft of designing and building timeless, personalized memorials, a conduit can be created for future craftsmen to understand the impact of their forefathers.

By Bobby Mattos, AICA, MBNA 2018-2019 President

When Did Memorial Creativity Come Back to the Industry?

The 1950s through the 1980s turned our industry around and moved us forward. It began as creative people stepped back and looked at what was being created in the 1920s.

The “Industrial Age” of the US and North America, along with two World Wars and The Great Depression, wiped out a great deal of memorial innovation and creativity. This was due to increased mass production that came about from our previous agrarian society.

Prior to the 1920s, many homes were decorated as simply as the lives of the people, with not much artwork around. Most of the 12 / October 2018 / MBNews

Designers Corner‌The True Beginning of Modern Monument Design great artwork was done for cemeteries and public monuments.

This was when a huge side-step occurred in our industry. Memorialists during this time were encouraged to wear a suit and tie, and to manage their business, not to focus on design, creativity, or being stone carvers and artists.

The craft and art of stone carving was de-emphasized, and mass production trumped artistic expression. By the 1960s, personalized memorialization became imperative to a small group of monument builders, as their high production facilities and shops transitioned to studios and created one of a kind pieces of commemorative art.

At that time, the pioneers Faehnle, Gast, and Schaller became focused and extremely intentional about incorporating only the best designs, design elements, and craftsmanship into all their work. Their efforts and impact can still be seen and felt today, generations later, as you look around the landscape of the monument industry.

What Exactly Did They Change?

The first significant change was the elimination of mass production. These men went back to making monuments one at a time like was done in the early part of the 20th century.

Consumers once again were marketed to purchase specialty memorials rather than “cookie cutter� production pieces. These men helped change the attitude and expectations of their customers along with fellow monument builders in the industry.

For many years consumers were provided with little to no choices in design, texture, and color among other things. Serp tops with limited or no options, and standard layouts and fonts, ruled the market place.

Specialized name carving and lettering was

Faehnle, Gast and Schaller understood the importance of universal themes, concentrating on areas, tying elements together, and simply telling a story. They created complicated pieces in some cases, that still seemed balanced and pleasing to the eye. about as creative as the typical professional took design. Faehnle, Gast and Schaller developed ideas and, in some cases, literally invented textures and details that had never been seen before.

They focused on every element rather than just a few. The world of options and attention to vital details opened and memorialization shifted in many ways backwards.

That is to say, not only were they incorporating all available artistic options. They were also encouraging consumers to be open to, appreciate, and celebrate them.

What is The Key to Creating a Great Monument?

Just like building a great monument, you must start with a solid foundation. Understanding, MBNews / October 2018 / 13

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Designers Corner‌The True Beginning of Modern Monument Design appreciating, and studying the creativity of these men is paramount to the success of future generations.

Their work, among other things, generates questions, resources, and captures knowledge in imagery. This can be passed along to educate and inspire others.

Modern memorialists talk more today about creativity and design because of these men. They created designs and monuments that still have meaning, impact, and relevance all these years later.

Future memorialists should continue to study these craftsmen as well as the many others.

All of them left us with the basic concepts that less is more, designs can and should be strong, element placement is essential, and the proper use of “white space� is as important as is the areas we carve.

Faehnle, Gast and Schaller understood the importance of universal themes, concentrating on areas, tying elements together, and simply telling a story. They created complicated pieces in some cases, that still seemed balanced and pleasing to the eye.

They controlled the activity of and on the monument. They knew how and where to place creative elements using balance and proportion rather than just filling in space.

Technology is amazing; it has brought many incredible advancements and it can help fill the stone with more than ever before. But it is only a tool. A tool used improperly will never produce the best possible results.

Studying the drawings, renderings, and works of each of these other professionals will educate you. It will also and provide you with some of the fundamental elements needed to create good design.

A big part of their legacy helps encourage and inspire us to learn and live by the philosophy that there is always more than one good idea in design. Spending time studying some of the good ideas they created over 50 years ago will surely provide you with plenty of your own for generations to come. MB Bobby Mattos, AICA, is with Bras and Mattos Monument Company of Hayward, California. He can be reached at bobby@mattosmonuments.com or at +1.510.581.5833.

MBNews / October 2018 / 15

By Roger Aholt, CM I thought I would write about the hammers we use almost every day in our shop. Either of these hammers will get the job done. While they come in multiple weights, I would stick with the 2- or 2.5-pound weight. This will get the job done without wearing you out too fast.

I am looking at getting a 1.5-pound bell hammer for when we are doing something a On the left : A Bell Hammer. (also known as a Round Hammer) ● Comes in various sizes from 1.5-4 lbs. ● Easy to use. ● Forgiving if you don’t hit chisel squarely. ● If your strike is a little too far off it will bounce away from the hand you hold the chisel with.

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little more delicate. This would include working around a carved design when we don’t want to remove too much material.

If you haven’t tried a bell hammer, I highly recommend it. When I first saw one of these, I thought it must be for beginners. No one with any pride would use such a thing.

Then I went to my first “Rock Camp.” As part of that class, we went to a tool supplier who had sets of tools you could purchase in kit form. (I know, cool right?)

Since two of us from my shop went, I bought one with a regular On the right: A Hand Hammer

● Traditional hammer ● Comes in various sizes from 1.5-4 lbs. ● Feels like a regular hammer when you

swing it. ● Less forgiving. ● If you miss with this, your hand holding the chisel will be the first to tell you. Then you will inform anyone within earshot.

TOOLS OF THE TRADE

IT’S HAMMER TIME!

hand hammer and not to love? It is now the hammer of choice for one with the bell this rock beater. hammer. At first, I was Well, thanks for reading the whole article. apprehensive about Again, I know this is what some would consider trying this hammer, but basic information. finally decided what But hopefully we can all continue to learn and better place to try? grow together. If you are new to our industry, I Especially after seeing hope this helps. that some others were And, we all have people we can call in our using them. industry when we have questions. So don’t be It took me probably afraid to ask! MB five minutes to fall in love with this tool.

Roger Aholt, CM, is a Past-President of MBNA, I discovered it didn’t and owns and operates Washington Monument require a perfect dead- Company in Washington, Missouri. He can be on hit to use it effectively. reached at washngtnmonumentco@sbcglobal.net In fact, I was reasonably close and it was like or +1.636.239.6444 for questions or future column a direct hit. Also, if I missed, the hammer slid off ideas. This was originally printed in the MAMBA the chisel and missed my hand completely. What’s Newsletter.

While (hammers) come in multiple weights, I would stick with the 2- or 2.5-pound weight.

This will get the job done without wearing you out too fast.

I N D U S T R Y C A L E N D A R For additional industry calendar dates, we encourage you to go online and visit: https://www.monumentbuilders.org/builders_calendar.php

OCTOBER 2018 14-17 National Funeral Directors Association Int’l Convention & Expo Salt Palace Convention Center Salt Lake City, UT Contact: NFDA Staff +1.770.969.0064 info@nfda.org www.nfda.org FEBRUARY 2019 08-10 MBNA Annual Industry Show America’s Center St. Louis, MO Contact: MBNA Staff +1.800.233.4472 info@monumentbuilders.org www.monumentbuilders.org

MARCH 2019 14-16 Pacific Northwest Monument Builders Association & California Monument Association Joint Annual Convention Heathman Lodge Vancouver, WA Contact: Jennifer Bush +1.509.452.7951 midstatemonuments@hotmail.com JUNE 2019 20-22 Southern Monument Builders Annual Convention Emerald Beach Hotel Corpus Christi, TX Contact: Sammie Peters +1.817.332.2689 smonumentbuildersa@gmail.com

NEW MEMBERS RETAILER MEMBER Georgetown Marble & Granite Company Contact: J. Kelly Hesl 401 East North Street Georgetown, OH 45121 PH: +1.937.378.0481 FX: +1.937.378.6314 Email: georgetownmarbleandgranite@ gmail.com Website: www. georgetownmarbleandgranite.com ASSOCIATE MEMBER Willig Funeral Home & Crematory Contact: Chris Odasso, Owner 220 9th Street McKeesport, PA 15132 PH: +1.412.664.9178 FX: +1.412.664.7665 Email: wilcin@comcast.net Website: www. willigfuneralcremationservices.com MBNews / October 2018 / 17

MBNews_Nov17_Wenzco_Update.pdf 1 11/3/2017 4:06:09 PM

AUTOBLAST

(800) 346-7805 191 Kelly Rd. Quakertown, PA 18951 sales@Wenzco.com www.Wenzco.com

A Diamond Product

The Autoblast Blasting System is constructed for extreme duty with a totally welded frame with heavy duty steel panels.

These panels are then line with 1/4� blast resistant rubber for heavy duty abrasive blasting and continuous use.

The Autoblast Blasting System allows for complete remote-in service for software updates and system maintenance to the machine.

The Autoblast Blasting System offers circle-motion blasting for precision, depth, and speed of blasting different surfaces.

The Autoblast Blasting System offers straight line, or traditional blasting, for blasting over smaller letter areas or to panel frost.

The lighting in the Autoblast Blasting System is one of a kind. Each room is equipped with a patented lighting system that allows for over 22,000 Lumens per room, offering high visibility while blasting.

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MBNews_Nov17_Wenzco_Update.pdf 2 11/3/2017 4:06:10 PM

AUTOBLAST OPTIONS

Make The Best Purchase

The Autoblast Blasting System is offered in 2 different options for blasting needs. Option One offers the complete Autoblast Blasting System with traditional, manual operation of abrasive with an in-ground pit. Option Two offers the complete Autoblast Blasting System with the full abrasive recovery system. This system allows for zero time associated with anything abrasive recovery and sifting.

CAPABILITIES

The Autoblast computerized automatic machine has multiple blasting styles and capabilities.

Circle Motion blasting for precision, depth, and speed.

Straight line, or traditional blasting, to go over smaller lettering areas and/or panel frosting.

ABRASIVE RECOVERY

Other curtains state that abrasive is screened and automatically collected with no down-time for the reclaiming of abrasive. The Wenzco Autoblast is the only machine that truly has no down-time for abrasive recovery. Once the abrasive is introduced into the Autoblast Blasting System, until the point it is removed by the dust collection system, it is completely recycled. The blast pot self reclaims and self fills during blasting operations. There is no down-time in waiting for a blast pot to re-fill.

12 15 75” Vertical Travel 10’ Horizontal Travel 12 Ft. X 6 Ft. X 8 Ft.

F o r Yo u r R e q u i r e m e n t s

Here are some questions to ask if you plan to purchase an automatic machine other than the Wenzco Autoblast Machine to verify the information that you receive in literature.

When purchasing another machine that states that they have no down-time, be sure to ask: do you at any one point while the machine is operating, have to shut down the sandblast pot and decompress the pot in order for blasting media to re-fill it?

Is it contained between the reclaiming top above the blast pot and the bottom, or is there ability for dust to penetrate the air due to there being an air open space gap between the filler and the reclaimer?

75” Vertical Travel 12’ Horizontal Travel 15 Ft. X 6 Ft. X 8 Ft.

(800) 346-7805 191 Kelly Rd. Quakertown, PA 18951 sales@Wenzco.com www.Wenzco.com

PESONALITY I N S I G H T S

By Bob Phibbs

No Wonder They Can/Can’t Sell – Using Personality Styles to Get More From Your Employees Retailers have tried smartest and known as Once you understand the four everything it seems a decision maker. The personality styles, you can train to get employees to downside is they can your employees to cut out the sell more. Sometimes be seen as inflexible training helps, fluff and connect with customers and always trying sometimes it doesn’t to close. Any villain quickly by understanding everyone and so many try to you see in a movie is hire the natural born has a dominant personality style. usually a Driver. salesperson.

There’s the That doesn’t really Analytical, like work either because generally they are few Spock on Star Trek, who is logical and has and far between, but if you leverage their a detailed system to process information. personality styles, you can leverage their Their Achilles’ heel is that they can come innate abilities and help them sell more. off cold and uncaring. Surgeons, CPAs and Everyone can sell. In fact, each of us is most craftspeople are usually an Analytical selling every day – even if we never call it personality. that.

The Expressive is like the character Jack in Once you understand the four personality the movie Titanic who tries a lot of things, is styles, you can train your employees to cut easily bored and has unbridled enthusiasm. out the fluff and connect with customers They are also the least likely to be found in quickly by understanding everyone has a retail these days. Why? Because on a beautiful dominant personality style. day they’ll probably call in sick.

The Amiable is by far the most common Four Types personality you’ll find in stores. Amiables There’s the Driver, like a Gordon Ramsay, possess a strong desire to be liked and learn where it is all about them being the best, about others without sharing many details of 20 / October 2018 / MBNews

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their own lives. The downside is that they don’t stand out or make demands, and it takes a lot to make them visibly upset so you never know when they are considering quitting.

Those salespeople who master personality styles are able to have meaningful conversations that value both the customer and the salesperson. And that leads to higher sales. But first you need to leverage their innate abilities to get them all to sell.

Personality Style Training

Here are the Dos and Don’ts of training your employees by personality style: Drivers Do use their innate ability to meet and greet customers in your store.

Do use their natural fearlessness to juggle more than one customer.

Do encourage them to lead customers to new choices they may not think they can afford.

Don’t talk over them.

Don’t teach them 1960’s closing techniques to try to make a customer buy. They hate phoniness. Encourage them to be real.

Analyticals Do encourage their natural problem-solving ability.

Do encourage their technical knowledge of your products to highlight the little things most salespeople ignore.

Do encourage their patient nature to stick with customers who may not know what they are looking for.

Don’t let them overwhelm customers with their knowledge. The old saying, “Don’t tell a customer how to build a watch when they just want to know the time” applies to Analyticals.

Don’t allow them to deride a customer’s choice just because they Don’t know as much as your employee Does.

Don’t allow them to show customers a cheaper place to buy something you carry – because they will. It’s logical.

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Employee Motivation If your employee is predominantly a Driver, their number one goal is to get something finished.

You need to help them round off those gruff edges and reduce the chance they can come off as arrogant.

If your employee is predominantly an Analytical, you need to train with a clear system of A to B to C so engaging a customer isn’t scary and makes sense. Be prepared to answer each of their

Expressives Do use their energy and creativity to help customers see things in a new light.

Do use their enthusiasm to sell new products.

Do use their ability to mix and match to show customers how they can personalize a purchase.

Don’t let them overstate facts just to make a sale.

Don’t allow them to present too many options to a customer or they may overwhelm them with choice.

Don’t let them be so eager to meet people that they smother them with enthusiasm.

Teach them how to modify their energy based on the customer’s personality style.

Amiables Do use their caring nature to understand what their customer is trying to solve.

Do use their patient nature to help customers feel appreciated and valued.

Do use their ability to listen to really hear how the salesperson can help.

Don’t let their fear of risk keep them from approaching a customer or pitching the most expensive product.

Don’t allow them to wait for customers to come get them; get them out from behind the counter.

Don’t allow them to be content to just show customers what they ask for. Encourage the Amiables to offer your products, today, at full price.

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many questions.

If your employee is predominantly an Expressive, you want to harness their fun. You would not want to try to train them like an Analytical and rain on their parade. Use their easily distracted interests and enthusiasm for new items as a spark plug for the rest of your crew.

If your employee is predominantly an Amiable, they’ll want to get along with no conflict. Teaching them how the other three personalities operate can show them how to avoid frustration and conflict. Understand that they are the least likely to be natural born salespeople and most afraid of engaging strangers – so be patient.

In Summation There are no good or bad personality types – we all have elements of each. And while the Driver and Expressive have the highest risk tolerance, it does not mean that they are the only ones who can sell. That’s because personality types feel comfortable with people who can talk to them the way they like to be talked to.

So an Amiable selling to an Amiable, with proper training can sell just as much as a Driver – sometimes more.

The varying personality types that comprise your staff need to be handled in a very specific, tailored manner. By understanding the unique motivators of Drivers, Analyticals, Expressives and Amiables, you can begin to better manage your retail sales and customer service employees.

Not sure what your own personality style is?

Visit http://www.retaildoc.com/take-thepersonality-quiz to take a free personality quiz.

MB Bob Phibbs is the CEO of The Retail Doctor, a New York consultancy. As a speaker, sales consultant and author of The Retail Doctor’s Guide to Growing Your Business, Bob has helped thousands of businesses since 1994. With over thirty years’ experience beginning in the trenches of retail and extending to senior management positions, his presentations are designed to provide practical information in a fun and memorable format.

For more information on Bob, please visit www.

RetailDoc.com.

22 / October 2018 / MBNews

MBNA announced the winners of the Design Competition at the recent MBUniversity event. Every member is able to submit entries into multiple categories, and there were nearly 200 entries this year.

The winners were featured in the May 2018 issue of MBNews and we will continue to showcase other entries throughout the year in MBNews. Make sure to plan during this year to enter your work in the 2019 contest. Information can be found at www.monumentbuilders.org.

Entries from the Flat Monument Category

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Entries from the Flat Monument Category

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Entries from the Flat Monument Category

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Entries from the Flat Monument Category

26 26 // October October 2018 2018 // MBNews MBNews

Entries from the Laser Etched Monument Category

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Entries from the Laser Etched Monument Category

28 / October 2018 / MBNews

Entries from the Laser Etched Monument Category

MBNews / October 2018 / 29

Entries from the Novice Monument Category

30 / October 2018 / MBNews

Entries from the Hand Carved Monument Category

MBNews / October 2018 / 31

By Marilyn Harris-Davis, JD, MBNA Advocate

Memorialization is Vital!

One of the privileges of being a member of the Monument Builders of North America is the opportunity to be an artist, and to memorialize the loved ones of families in the way that we may want to be memorialized. It gives us a chance to reflect on our own lives and craft a way that we may want to be remembered.

In the recent weeks and months that have passed, with the deaths of Aretha Franklin and Senator John McCain, we have all been given a chance to pause and think about where we have been and where we are headed. The laws that seem to govern us from birth to death at this point seem shallow and insignificant.

However, with that being said, memorialization is a major part of the life we leave behind and the memories for generations to come. These are the reasons why we are fortunate to be a part of the Monument Builders of North America.

National Focus/State Laws As monument builders we need to be aware and vigilant to the memorial practices of our respective states, and a family of members, of like minds, that are committed to preserving the memories of loved ones across the nation.

Each state has a set of laws that regulate the burial and memorialization of their consumers.

One of the ways we can help consumers know their rights and the relevant laws is to direct them to the Google search of their respective State’s Bar Association. On the site are “Most Frequently Asked Questions.”

One such example of these questions is, “May the cemetery require that I buy the grave marker only from the cemetery?” Another such question is, “If I encounter a problem, where can I go to complain?” And, another is, “Are all cemeteries regulated by the state?”

Now, the answers to these questions vary from state to state. However, these are good resources for us, as MBNA members, to pass on to consumers.

Advocacy Availability Clearly, I am also available to MBNA members for advice and advocacy…always! It is my mission to provide you all with empowerment tools and to empower your clients with the tools to deal with the cemeteries.

We all know that some, if not most, cemeteries are struggling with issues relative to the rise in cremations. Monument builders are dealing with that dynamic as well.

Death is the common denominator. We are all in the death care industry.

Memorialization is the crowning glory of death care and we, as am I, should be so proud to be a part of it. So, let’s all educate ourselves with state laws and new delegates and elected officials, and empower our consumers with the “most frequently asked questions.”

Please also educate yourselves with the wonderful world of the Internet… and educate your consumers. Memorialization in a beautiful thing, and the Monument Builders of North America do it better than anyone else in the world. MB MBNews / October 2018 / 33

CLASSIFIED ADVERTISING Business For Sale Established monument company with two locations in west central West Virginia. Good customer base. Goodwill, names, equipment, vehicles, account receivables, inventory included in price. Contact MBNA at +1.800.233.4472 or info@monumentbuilders.org if you are interested.

MBNA Disclaimer MBNews, monumentbuilders.org and any other active domains are owned and published by Monument Builders of North America (MBNA).

No person, organization or party can copy or re-produce the content on this site(s) and/or magazine or any part of these publications without a written consent from the MBNA Editorial Advisory Board and/or the author of the content, as applicable. The publisher, Monument Builders of North America, authors and contributors reserve their rights with regards to copyright of their work.

The copyright includes (and not limited to) • The content syndication from the feeds of these publications • The content and/or images used in any of the articles of these publications • The MBNews/MBNA logo(s) and any of its derivatives The content of the magazine and website(s) are made available on the terms and condition that the publisher, editors, contributors and related parties: • Shall have no responsibility for any action or omission by any other contributor, consultant, editor or related party • Disclaim any and all liability and responsibility to any person or party, be they a purchaser, reader, advertiser or consumer of these publications or not in regards to the consequences and outcomes of anything done or omitted being in reliance whether partly or solely on the contents of these publications and related website(s) and products.

• Are not responsible in any way for the actions or results taken any person, organization or any party on basis of reading information, or contributions in this publication, website or related product.

The MBNA website and MBNews contain links to other sites. Please be aware that MBNA is not responsible for the privacy practices of these other sites. We encourage you to read the privacy statements of each and every website that collects personal information pertaining to your identity. The MBNA Privacy Policy applies solely to information collected by MBNA. MBNA disclaims any responsibility for misrepresentation due to typographical errors.

It is your responsibility to check any provided URLs or links for viruses or defects before opening them. We do not accept liability in connection with computer viruses, data corruption, delay, interruption, unauthorized access or unauthorized amendment.

MBNA claims no credit for any of the visualizations used on our website or with MBNews unless otherwise noted. All photos, as shown on our website or in MBNews are the property of their respectful owners.

If there is a photo appearing on our website that belongs to you and you do not wish for it to be visualized in this manner, please inform us by sending an email to info@monumentbuilders.org and we will have the image promptly removed.

136 South Keowee Street | Dayton, OH 45402 T: 800. 233. 4472 | F: 937. 222.5794

34 / October 2018 / MBNews

Business For Sale Success of a business is built through dedication, compassion, creativity, and professional workmanship, be it providing the memorialization of a family legacy or in developing a community organization’s special projects.

This century-old Montana company with a nationwide, notable reputation provides a service of family legacy through memorialization. We provide civic and community memorials, along with many school, university, and non-profit organization specialty projects.

Owner with 45 years of service is now set on retiring and offering this great establishment to those with the desire of meeting and expanding these services. The purchase of this monument company includes a second company, both in major Montana cities, in conjunction with serving the many outlying communities of western, southwestern Montana, and areas beyond in fulfilling their needs.

Montana lifestyle offers year-round seasonal recreation, numerous parks, and statewide historical sites including a majority of amenities that larger cities provide. Neighborly living combines with top schools and universities, hospitals, and care centers.

The businesses listed do not include the sale of the property, which may be offered additionally or as a future investment. A huge inventory of standard and custom memorials is on hand for the convenience of families and turnaround time.

All equipment goes with this sale, including two large 28 hp air compressors, an ABC automatic sandblast, a dust collector, a Graphtec cutting pro flatbed plotter, 6.0 Gerber software, and an Allen Datagraph 536 plotter. A 2011 Ford 550 flatbed with knuckle-boom and tuck-away lift gate, portable aircompressors with portable blast units, and all electric and pneumatic tools, supplies, etc. are included.

CONTACT MBNA at +1.800.233.4472 or info@ monumentbuilders.org if you are interested.

Index to Advertisers

Bicknell Supply Co. ................................................... 8 Dakota Granite......................................................... 32 Granite City Tool ..................................................... 14 Hyatt’s....................................................................... 10 MBNA Monument Industry Show ............ Back Cover Miles Supply Company............................................ 22 Paradise Pictures, LLC....................Inside Back Cover Precious Souvenir......................... Inside Front Cover U.S. Metalcraft, Inc. ................................................... 6 Wenzco............................................................... 18-19

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