Masonry Magazine May 2009 Page. 43
COACH GARY SAYS:
"Take the initiative in 2009. Don't wait for problems to come to you; head them off. Anticipate them. Deal with them."
What's the chance you'll actually add profitable sales revenue to your company this year? With all the extra competition out there, maybe your chances for an increase are not too good. So let's implement that plan we've been talking about all of these months, which is to maximize your job profits.
Here's your three-step action plan: 1) Take me up on what I said in this column last month, when I
COACH GARY ASKS:
"Where's this year's revenue going to come from?"
offered to Masonry readers a free report about using video camcorders on your projects to protect your profits.
2) A couple of months back, we talked about the free, five-part report for Masonry readers on how to better manage your change orders by using RFIs the right way.
3) Get some coaching from somebody who knows how to fight these battles. Get somebody who's already been there to be a mentor and a coach.
Let's resolve to stop doing business as usual. Heck, let's resolve to keep our businesses! That help you need is in your own hands. Make 2009 worth remembering, and not your memorial.
COACH GARY'S CORNER:
Get the free report on using video to improve your bottom line. Go to www.FullContactTeam.com and click on the link. Find out how using an inexpensive camera the right way can make and save you thousands! The best athletes use coaches, and continue to use them, even after they become great. How about a process that's pretty darned simple, but extremely effective? Masonry readers get this for free! Go to my Web site, www.FullContactTeam.com, and click on the link near the top of the page.
Check out the other updates and info that will help your projects. Also, you can get Coach Gary's book "Get Paid for a Change!" Go there now.
Pursue greatness in your people, your company, your country, and yourself. IMAS
Gary Micheloni is a working project manager, speaker, author, coach and consultant
Copyright 2009 Gary Micheloni
Companies are Built on Relationships
# MASONRY NEWS CONTRACTOR TIP
Several months ago, I wrote about the fact that, if you think everyone is pulling for you to survive in business, you'd better think again. I also stated that, "If you're not pissing someone off, you are probably not getting anything done." (I want to apologize for not writing about this subject last month, for I forgot and wrote about a different subject. I thought that one was great, too, didn't you?) This tip is about making sure you don't piss off the wrong people: your customers.
Why is it so important to build a company on relationships? Because customers choose to deal with people they like. Have you ever seen a contractor who has a wonderful attitude, is easy to deal with, and is liked by all the general contractors and owners, but who doesn't stay busy? I haven't! I consult with masonry contractors and owners from all over the country almost daily. Time after time, I find that the ones who are the most positive and have the best attitudes are always the busiest. These people are fun to talk to. They don't take their jobs or lives too seriously and are always willing to help others even their competitors in most cases.
Yes, you must have good safety programs and do top-quality work at a high rate of production to succeed. But, if the general contractor, owner or any of his managers don't like you personally, you still won't get the job, in most cases. In fact, they may not even call you for a bid to avoid the extra stress they'd endure whille dealing with you during the bidding process.
What about the contractor who always pays his bills, but is hard to deal with? This guy cusses you out every time you make a slight mistake, even if the situation was out of your control. Arguing with him and cussing back is certainly not the answer. In fact, that's a losing proposition! I tell my managers and foremen to bite their tongues and give the customer what he wants without complaining. My reasoning has always been that the cost is usually only an extra couple of hundred dollars, so give them what they want with a smile, and we will get our money back later. Then, when we get it back, we get thousands without the difficult customer even knowing about it. This happens, not because we are stealing from him, but because not many, if any, other subs will work for this guy. Therefore, with few others bidding his jobs, we can get thousands more on the next bid we give him. The theory is, "pay me now, or pay me later." We know we can get much more if we make him pay us later while letting him take pleasure in chewing our asses temporarily.
People always take the path of least resistance. If you are hard to deal with, you are only making their jobs (paths) harder. So, if you want to stay busy, don't be a pain in the ass for your customer to deal with by complaining every time he wants a little something extra done. And don't complaining about little, meaningless things every time you pick up the phone to talk to him. Instead, give service with a smile. I can assure you that your customers will pay you much more now for the pleasure they had dealing with you and your people in the past.
Damian Lang is a mason contractor in southeast Ohio who has four companies that do combined sales of $20 million. He is also the author of the book "Rewarding and Challenging Employees for Profits in Masonry." To order a copy of his book or attend one of his seminars held specifically for mason contractors, call 800-344-7688.