MANAGEMENT TIPS Bust out of service fatigue

BUST OUT OF SERVICE FATIGUE

------------ BY LAURIE GUEST

DOES IT FEEL like no matter how hard you try to please your customer, it isn’t enough? Are you in charge of leading others and the faster you train teams and build energy, the quicker it seems to fade? Are you a business owner feeling hopeless about the never-ending needs of staff AND customers while trying to achieve a profitable bottom line? You’re exhausted, right?

This exhaustion is what’s called service fatigue, defined as that feeling that keeps you from delivering the excellent customer service your staff and patrons have come to expect. Left unchecked, this weariness can impact your business in many negative ways, from short tempers to lost business.

Let’s unpack the what, where, why and how of service fatigue and get on the path to busting out of it.

What does service fatigue look like?

You know what customer service delivery should look like. Attentive. Proactive. Genuine. Service fatigue is “less than,” and it presents in many forms. It’s when your customer experience is less than you—or they— expect. It’s a lack of energy, elevated stress, constant ambivalence, difficulty concentrating, missed deadlines, frequent mistakes, or safety compliance issues.

The trickiest kind of service fatigue to spot is the kind the team thinks they can hide from guests. It’s still there, lurking beneath the surface, threatening to bring everyone down in its undertow.

Where does service fatigue come from?

After a stressful few years, various challenges have caused service fatigue levels to skyrocket. But the truth is, service fatigue can strike at any time, and much of it is really nothing new. It’s short-tempered customers who escalate to anger quickly. It’s trying (and usually failing) to juggle multiple priorities at a time. It’s navigating ever-changing business policies. It’s responsibilities that outnumber hours in the day. It’s one bad attitude draining a team’s morale.

Service fatigue can come from anywhere and knowing how to identify it is half the battle.

Why does service fatigue matter?

The short answer: It matters because it impacts your bottom line. When service fatigue takes over at your business, everything is at risk. You can play a huge part in lessening that burden for your team and your customers.

If it’s possible, make work a welcoming, encouraging environment for your staff so they can give your customers a reason to crow about the great experience they had. By recognizing service fatigue and equipping your team with the tools to bust out of its grip before it’s too late, you’ll ensure that everyone’s experience is that much better.

How do we mitigate the effects of service fatigue?

There are countless ways to bust out of service fatigue, and no two businesses will adopt exactly the same solution. Decades of experience in the customer service industry prove that there’s no silver bullet to finally overcoming exhaustion.

Instead, it takes a combination of strategy, patience, and commitment to bolster your team and get them

back on track to deliver the kind of remarkable customer service you and your customers expect.

To get you started, here are a few ways to start busting out of service fatigue as soon as today:

Build Better Boundaries. Professional boundaries can be the single best tool to help bust out of service fatigue, whether you need to put them in place with your boss or you need to ensure your team knows that work/life separation is a good thing. Unless it’s imperative to your industry, do you really need to reply to emails at 8 p.m.? Is that gap or hiccup in a process at work really yours to lose sleep over?

We all can and should go above and beyond to deliver customer LAURIE service excellence. But when you’re GUEST doing far more than is expected, you may be bringing service fatigue on yourself. Be honest: Are you guilty JA Hall of Fame keynote speaker and of your own boundary breakdowns? author, Laurie Guest, CSP, CPAE, is Are there honest conversations you an authority on customer service can have to get those boundaries— and your energy levels—back on excellence. She is the author of two books and is writing a third on the topic of service fatigue. To learn more, visit track? www.LaurieGuest.

Re-evaluate your boundaries today and find where you can firm them up. You’ll soon see what a difference they make in boosting your energy and positive attitude.

Grant Yourself Rest! Who doesn’t love rest? While some have mastered the art of taking breaks, Americans tend to do things fast—and often multitasking. We like the concept of rest, but the demands on our time often get in the way of our ability to truly take a break.

There are as many as seven types of rest, from physical and emotional to creative and spiritual. The truth is, they’re all important, and giving ourselves the space to breathe when things get stressful is imperative. Rest can mean putting down your phone an hour early and reading a book instead, or using your shift break to do a brief silent meditation so you’re prepared to head back to work.

When we prioritize rest and start to see it as doing good for ourselves, we are more energized to deliver customer service excellence.

Bonus: When do I need to address service fatigue?

No surprises here: If you recognize the signs of service fatigue, now is the time to bust out of it! Start by identifying what’s causing the fatigue, then set aside time to plan for change, including both big and small steps to reinvigorate your team and return to delivering customer service CONSTRUCTION IS UNDERWAY on a new TFL plant in Klamath Falls, Or., to meet growing demand in the West. excellence. When you commit to the change, Wilsonart Expands TFL in West the hardest part is already over. All

Wilsonart Engineered Surfaces has broken ground on it takes from there is digging in to a new thermally fused laminate (TFL) facility in Klamath bust out of service fatigue once and Falls, Or. for all!

Expected to be fully operational by July 2021, the new facility will feature a quick-cycle press, which will significantly increase its production capabilities on the West Coast.

“Our offerings have garnered tremendous support from both specifiers and fabricators,” said Ron Ubertini, VP-product management. “TFL is a key part of that offering, and this next expansion is a continuation of our strategy to enable us to meet growing demand and better serve our customers.”

Lowe’s Bulking Up in the West

To meet fast-growing demand for building materials, Lowe’s Home Improvement Centers, Mooresville, N.C., will invest $1.7 billion to update its supply chain—with much of the expansion centered across the western United States. Over the past 18 months, Lowe’s opened more than a dozen facilities, including in Riverside, Ca. Over the coming year and a half, the chain is expected to open 50 more cross-dock terminals, seven bulk distribution centers, and four e-commerce fulfillment centers. It recently inked deals for new distribution space in California, Arizona and Washington, among other states. In October, Lowe’s opened a West Coast e-commerce fulfillment center in Mira Loma, Ca., said to improve two-day deliveries. Lowe’s has leased 116,934-sq. ft. in a new industrial park in Gilbert, Az., to open a distribution and fulfillment center in early 2021. It reportedly also agreed to lease 1.2 million sq. ft. at the Benaroya Pacific Northwest Regional Logistics Center in Winlock, Wa.

Second-Hand Lumberyard Reopens in Flagstaff

After being closed for nearly nine years, E.R.I.C. Building Supply, Flagstaff, Az., has reopened with a new owner. Construction industry veteran Darwin Dahozy purchased the business and inventory, and reopened in early October after a month of prepping the long-vacant space. He admits their current collection of used, recycled and discarded building materials will require more time to organize, so initially will be closed on Mondays through Wednesdays as it continues to “clean up and organize.” Dahozy, 49, moved to the area two years ago looking to buy or start his own business, after a career as a welder and residential/commercial fencer.

HORIZONTAL STEEL RAILING

Fortress Building Products’ new Fe26 Axis horizontal steel railing delivers sought-after contemporary aesthetic to decks, front porches, patios and balconies.

Backed by a 15-year limited warranty, it is offered in Black Sand, and can also be used for indoor applications.

Axis is the newest infill option for Fe26, Fortress’ panelized, quick-to-install railing system.

FORTRESSBP.COM (866) 323-4766

SLIP & SLIDE

Combilift’s new Combi-CSS is a free-standing, electric-powered, semi-automated machine for loading and unloading of 20-ft., 40-ft., and 53-ft. containers transporting lumber and panel products.

It features a container-chassis docking system and a bi-direction, horizontally moving Hardox Steel Slip-Sheet with a capacity of 65,000 lbs.

To load, the container-chassis docks to the CSS and the pre-loaded slip-sheet powers into the container. With the load securely inside the container, the load retention gate closes across the doorway, holding the load in place until the slip-sheet fully retracts. To unload, the container-chassis docks to the CSS, and the slip-sheet power-glides under the load into the container.

With a single operator, the procedure enables cycle times of six minutes with greater safety and reduced product handling, lift-truck use, and product damage.

COMBILIFT.COM (877) 266-2456 MASS TIMBER SPLINE STRAP

Simpson Strong-Tie’s new all-steel, light diaphragm spline strap are designed to replace traditional plywood splines for joining mass timber diaphragm panels.

The LDSS spline solution includes a steel spline with embossed fastener holes to help connect mass timber panels quickly using collated Strong-Drive WSV screws driven by a Quik Drive cordless tool modified with a unique noseclip. The embossed holes increase capacity and help guide installation to increase speed, reduce contractor fatigue, and eliminate the bulky hoses and equipment associated with pneumatic nailers.

Unlike plywood splines, which require routing of the panel surface, the LDSS is placed directly on top of panels. By eliminating CNC routing, manufacturers can save significant time and cost on fabrication.

STRONGTIE.COM (800) 999-5099

QUICK CHANGE

MicroJig’s next generation of the ZeroPlay Miter Bar helps make building table saw sleds even more quickly and accurately, while allowing for fast adjustments when moving around to different machines in the shop.

The upgraded system allows woodworkers to mount and square top-down through the sled’s surface for easier installs. Users can also calibrate the miter bar without removing it from the sled, meaning they can move from machine to machine quickly and easily.

MICROJIG.COM (855) 747-7233

HEAVY LIFTING

Mitsubishi Logisnext Americas has launched the new Cat DP60HP-DP100CP forklift series—13,000 to 22,000 lb. capacity internal combustion pneumatic tire trucks built to lift and haul heavy loads in lumberyards, distribution centers, and other challenging environments.

Its turbocharged, electronically controlled Kubota V3800 diesel engine pours out massive torque at low rpm—producing very low emissions. A class-leading four-cylinder common rail turbo diesel EPA Tier 4 engine produces high power at all times.

A heavy duty clear-view mast contributes to faster cycle times. Simplified design with fewer service points means quicker, simpler maintenance. And a large meter panel features a warning system that alerts the operator to help protect the machine’s critical components.

LOGISNEXTAMERICAS.COM (713) 365-1000

LIGHT MEASURING

DeWalt’s new 20V MAX 3x360 Green Line Laser provides 11 hours of runtime, enabling long, uninterrupted time on the job. The laser is ideal for framing, drywall, MEP, building and remodeling applications.

Incorporating green beam diode technology, the tool delivers optimal visibility in bright environments, with accuracy of up to 1/8” at 30 ft. with a 130-ft. visible distance. The individual on/off buttons put the user in control of which lines to activate with the benefit of extending run time when only select lines are in use. The laser also utilizes last mode memory which illuminates the beams last used to quickly begin work again.

DEWALT.COM (800) 433-9258 CONSTRUCTION TAPES

Avery Dennison Performance Tapes is rolling out a interior surface bonding solutions for the building and construction segment. Offered are nine pressure-sensitive tapes featuring a variety of adhesive technologies applicable for bonding materials to commercial and residential interior surfaces.

Strong, durable, flexible and easy to use, the tapes can join, mount, attach or fasten without the use of mechanical fasteners or wet glue systems.

Applications include wall mounting, backsplashes/ tiles, ceilings, flooring and blinds.

TAPES.AVERYDENNISON.COM (866) 462-8379

JOIST HANGER NAILERS

Senco has introduced two powerful metal connector nailers that fire 2-1/2” nails commonly required in hurricane and seismic zones.

The JN91P1 and JN91P2 pneumatic metal connector nailers are used for fastening pre-punched metal structural connectors like joist hangers, seismic/hurricane straps, and rafter ties. They deliver 10% more power than competing nailers and previous-generation tools. The increased power allows consistent, complete sinking of nails in ultra-dense engineered lumber.

The JN91P1 features a short magazine that holds a single rack of 34° paper tape-collated nails, offering a high degree of mobility between joists and rafters. The JN91P2 has an extended magazine that can accommodate two racks of nails, allowing users to maintain higher production rates with fewer reloads.

SENCO.COM (800) 543-4596

Read grade rules, span details, and get new promotional ideas for your business.

Reach more customers by getting listed on NELMA’s Retailer Directory.

Listen to and watch product installation and comparison videos, plus grade representations. Sample the variety and versatility of eastern white pine.

Use all your senses. Visit for all things eastern white pine, spruce-pine-fi r and other softwood species grown in the Northeast and Great Lakes region.

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Rhythm, Island Stone’s new collection of dimensional stone tiles, incorporates modern manufacturing techniques with precision

STYLISH CABINETRY

Wood-Mode Fine Custom Cabinetry has added two new cabinet door styles.

Arlington, which exudes quality with its 1” thickness, sports an elegant cove profile to add visual interest and a slight nod to classic cabinetry features. Burlington, a 3/4” door, entails a subtle cove feature for a more streamlined appearance.

Both styles come in frameless and inset and can be designed in any wood species and finish.

machinery to offer a new take on the popular wedge design relief.

Rhythm offers a smooth transition between the highest and lowest points of each slender tile strip. The elimination of rugged, angular joints at the apex creates a soothing appearance, while highlighting the natural stone.

The 3-1/8”x15-3/8” tiles come in a honed finish and choice of four colors (Crystal White, Sandstone Grey, Sandstone Mint, Sutra Black).

ISLANDSTONE.COM (800) 371-0001

WOOD-MODE.COM (570) 374-2711 DRILL ‘N DRIVE

RIDGID’s new R861152B 18V Brushless 1/2-in. High Torque Hammer Drill/Driver delivers top performance and longer runtime.

With a two-speed gearbox and max RPM of 2,000, the hammer drill/driver can complete a wide range of demanding applications, including drilling into wood with up to a 2-9/16 in. bit in high speed.

Anti-kickback technology provides added control by preventing over rotation in a bind-up, while a 1/2-in. all metal ratcheting chuck adds durability and an LED light improves visibility.

RIDGID.COM (800) 474-3443

ELEGANT SHOWERS

Wolf Home Products has expanded its bath offerings with the introduction of Wolf Showers. The new line allows homeowners to create a refreshed style for their bathroom with a variety of shower bases, wall panels, accessories and more to match their home aesthetic.

Showers are made of cultured marble that mirror the colors and detail of natural stone, but at a fraction of the cost. Homeowners can piece together custom combinations by selecting components in the color and size of their choice, with over 36 finishes offered.

Bases come with a non-slip and pitched-to-drain floor and accept standard size drains. Shower accessories include soap trays and shelves..

WOLFHOMEPRODUCTS.COM/SHOWERS (800) 388-9653 EVOCATIVE TILES

Emser Tile has released several new collections of glazed porcelain and ceramic tile.

Inhale glazed porcelain, available in four colors, offers a stylish version of the classic subway tile. The five rustic hues of Exhale glazed porcelain are a nod to Italian architecture.

New mosaic collections are Ornami (offset glazed ceramic tiles), Souvenir (look of stacked glazed porcelain), and Cuadro (a nod to Shaker style doors).

New textured tiles are Jute glazed porcelain (jute textile look), Moriyo glazed ceramic plank tile (wood look), and Reform glazed porcelain (stone look).

EMSER.COM (323) 650-2000