Merchant Magazine - May 2007

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PUBLISHER Alan Oakes (ajoakes@aol.com)

PUBLISHER EMERITUS David Cutler EDITOR DavidKoenig (dkoenig@ building-products.com)

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AD SALES MAiIAGER Chuck Casev (ccasey@ building-productd.com)

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Where do we go from here?

While I still hear upbeat news from several sources, it is clear that as I call around there is some pretty negative news, particularly at the manufacturing level. Certainly some geographical regions are truly crying the blues.

As you scour the headlines, for every piece of good news, there seems to be a dose of bad following behind. Optimism for the rest of 2007 has been diminishing, and the thought that we would see a quiet first half of year followed by a pick-up during the third quarter has diminished. Indeed, most I am talking to suggest we will not see an uptick until mid-2008.

Till now the general economy seemed strong. The suggestion that the biggest threat to the economy is the housing slump, while accurate, june not be the whole truth. The headlines of builder's difficulties, falling home prices, and sub-prime mortgage failures certainly do not help. My wrrnirirnwhhlrhl*r.cr

ALAN OAKES publisher ajoakes@aol.com

biggest fear up till now has been that consumers who used bucketfuls of money from their homes would stop spending. The side effect of that june already be happening, and that is a slowdown in capital spending across all industries. The broader impact of such a slowdown would extend beyond weakness in housing. It could mean substantial layoffs and cuts in spending power.

Many of my friends outside of our industry suggest that their industries are slowing down. If you look at the pattem of equipment orders over the last six months, it shows a scary picture. According to a recent report, inflation-adjusted expenditures on items such as computers, facilities and new equipment dropped in the last quarter of 2006 for the first time in four years.

That is a strange result when the economy appears to be strong-or is it? There june be an overall consensus brewing that the gravy-train of the last few years across all industries june be coming to an end. Profit margins appear to be falling and that is being reflected in the ratio of negative to positive earnings in the Standard & Poor's 500 stock index in the first quarter. For every one who says they will hit their earnings, more than three say they will not. That is well above the historical average of two. So, the problems are not just our industry!

Other signs are the subdued outlook of senior company executives, investor optimism that recently set a new low, consumer confidence levels, consumer credit card debt, high energy costs, and what is going on in the Middle East. All of the above factors lead to companies making the decision to cut spending because they are not convinced that the economy is on solid ground. That in itself is what june be leading us into a recession.

So my question is where do we go from here? In my own small way, in the companies I managed over 25 years, I never believed in managing for doom and gloom, and will not now. Junebe I have taken some risks that could have gone the other way, but I have always believed that there is business to be had in every type of market in every situation, and have aggressively gone after it.

In this industry I am already seeing some bankruptcies, consolidations, acquisitions, cutbacks in marketing, industry product shifts, new products, and increasing "green" opportunities. All of these can create opportunities for others. Nevertheless, there are only a few companies that will take advantage of these opportunities, because that is the way it works.

In late 2001 and 2O02, we said to many of our industry contacts, you just cannot sit there and do nothing. You have to do something to stay in business. I would ask the same question now. What are you going to do about it?

The coming of Chinese composite decki ng

fT wasn't too long ago that a glut of domestic producers Iof composite decking had the industry braced for a shakeout. To become more competitive, over the last three years, several domestic manufacturers have shifted production to China. And, now Chinese companies are formulating plans to crack the U.S. market on their own.

The Merchant Magazine spoke with one such composite producer eyeing the U.S., Chen Jing, manager of Nanjing Jiajing Composite Material Ltd. (wwwjjwpc. cn). She has been involved in researching, developing and manufacturing composite decking in China since 2000.

Merchant: How long have Chinese manufacturers been producing wood-plastic composite decking?

Chen Jing: China began importing wood-plastic composite (WPC) decking production technology from Canada in 1998.

Merchant: How many composite deck manufacturers are in China?

Chen Jing: Domestic manufacturers are about 20 companies. About 300 companies trade in this area, primarily polypropylene, polyethylene and PVC-based material for the production of WPC.

Merchant: Does Chinese composite decking come in a wide range of sizes, or are there standard sizes?

Chen Jing: There is no uniform standard size. Some manufacturers size for North America markets according to the size North American manufacturers produce. If done for Europe, the size of European manufacturers. Domestic use will be the size of some of their own habits.

Merchant: Does Chinese composite decking come in a wide range of colors, or are there standard colors?

Chen Jing: Domestic WPC products are greatly influenced by the raw material's color. There are a fixed number of colors for each company, but they are mostly deeper colors. Our company exports to North America cedar, redwood, gray and brown.

Merchant: Does China import any composite decking from the U.S.?

Chen Jing: China does not import WPC from the U.S. The main problem is the price is too high.

Merchant: Is much composite decking exported from China to the U.S.?

Chen Jing: So far, not many Chinese WPC products are exported to the U.S. Exports are only a drop in the ocean compared to local product use.

Merchant: Does Chinese composite decking typically offer a warranty?

Chen Jing: China's WPC products in the U.S. certainly provide a quality warranty. They use l00%o recycled plastics as raw material. They typically are not committed to as long a life as local products in the United States; however, the prices of China products are much cheaper than the U.S.'s.

Merchant: How is the warranty enforceable once the decking has been shipped from China to the U.S.?

Chen Jing: Before the WPC products enter the U.S., distributors will communicate fully the purposes and characteristics of these products-how to use, install, use accessories, and so on. Our company has the service; if not, we compensate 1007o for losses.

Merchant: What do you forecast regarding exports of Chinese composite decking to the U.S.?

Chen Jing: With China's product development depth and improving quality, exports of WPC products to the U.S. will continue to increase. The effect on the U.S. market, however, will not be a shock, because the U.S. has had more than 20 years of industrial development. Its technological lead is irreplaceable.

CHINESE composite deck manufacturers have beoun to taroet the U.S.

Are you ready for d&k season?

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or sprucing up an existing deckjuinps to the top of many to-do lists. Are you ready to offer helpful advice and sell more decking products?

In-depth product knowledge is critical in selling a deck package. "Customers want to talk to someone who knows the products, knows what they're talking about," says Karen Gerace, store manager of Jay-K Independent Lumber Corp., New Hartford, N.Y. "Our inside salespeople attend product training and demos conducted by the sales reps. Then they ride with our outside salespeople to visit accounts and talk with our contractors."

The first step is helping customers make the right decisions. Make sure the proposed deck is architecturally compatible with the home's exterior and surrounding landscape.

Ask how the deck will be used and how much room is needed for each

activity. Most people use their deck for outside dining or entertaining. For adequate space, a deck should be about 12-18Vo of the home's square footage. Different levels and separate

areas create flexibility, allowing the number of guests to dictate how each area is used.

Once the design is complete, it's time to sell accessories and upgrades. Some components-such as railings and post caps-are both functional and decorative. Others, such as decorative railing panels, can turn an otherwise ordinary deck into the perfect outdoor living area.

The list below can help you decide which products to carry in your store-or offer for special ordering.

RRruncs

More than any other feature, railings impart individual style to a deck design. By repeating architectural details of the house, railings can turn even an ordinary deck into the perfect outdoor living area.

Depending on the materials cho-

sen, you can make the same deck look traditional or clean-lined and contemporary. Adding new railing is also one of the easiest and most cost-effective ways to update an older deck.

Though site-built wood railings were the standard for years, new prebuilt or modular systems offer alternatives to wood and nearly endless design options. The new systems also make it easier to provide privacy, add wind control. and preserve views.

BnLusrsns

Balusters (also called pickets or spindles) are the vertical members between the top and bottom rails. By reflecting the architectural details of the house, they can give a deck a distinctive style.

Wide balusters or pickets create a more closed-in look that can help obscure a less desirable view. Thin pickets create a perception of openness that can accentuate the view. To create an interesting visual contrast, narrower and wider balusters can be alternated.

For the look of wrought iron without the cost. decorative inserts constructed of aluminum are a good option.

Llcrnnc

A well-designed outdoor lighting system allows a deck to be used in comfort and safety after dark. It should illuminate conversation areas, cooking centers, walkways, and stairs-without blinding either seated or standing guests. There are three basic types of deck lighting. Accent lighting is similar to the sconces used indoors. The light fixture mounts to posts, walls, steps, and railings and spreads light downwards.

Post-top lights project a circle of light that is good for illuminating a deck entrance or a flight of steps.

Recessed deck lighting mounts flush to the floorboards and is great for illuminating a deck's perimeter or individual stair treads.

Pnnrs & hsrnrs

Both clear and semi-transparent panels control the wind, but clear panels maximize the view. Semi-transparent panels provide privacy or help block a less desirable view. but don't block light.

No matter what deck accessories you offer, it's important to have samples on display-or better yet, installed on an actual display deck.

According to Jay-K's Gerace, "Having lots of products on display for customers to see and touch is huge for us."

Dealers On Board For Deck Safety

North American Deck & Railing Association is encouraging retailers, wholesalers, suppliers and builders to download and disseminate to their customers copies of its new "l0-Point Checklist" for deck safety.

Available from www.nadra.org, the checklist helps homeowners evaluate the safety and condition of their decks.

Posr Cnps

Post caps-whether simple or ornamental-provide a finished look to posts that protrude about the top rail. Caps also protect posts from the elements.

Lighted post caps provide added safety and decoration, allowing the deck to be enjoyed after the sun sets.

"A simple, annual deck inspection doesn't take long or require special tools, but it's a great investment," said Mike Beaudry, NADRA executive v.p. "It can help prevent unnecessary accidents, and keep a deck a safe place for everyone to enjoy."

The promotional push is timed with this month's second annual Deck Safetv Month. "June is a

great time to make a deck-check," Beaudry adds, "especially in locations where there's a lot of snow and ice, as a deck could develop a trouble spot over the winter. A professional inspection will examine every inch of a deck, evaluate the deck's capacity limits, identify problem areas, and provide a map of what to keep your eye on in the future."

Last year's effort reached thousands of consumers through over 200 publications, as well as a fullcolor, oversized postcard NADRA members sent to clients and prospects.

This year, NADRA member companies june special order cosponsored versions of the postcard to add their own company logo.

Photo by Aurora Deck Lighting

Making.ffnection decking contracto

By Diana Hanson

[MAGINE a sportsbar. two cold lones set up for you-perfect pours. A French dip and a reuben sandwich on their way out from the kitchen. You smell it before you see it. It smells good and you are hungry. But that's not why you are here.

The man across the table from you has a healthy tan, sports a ball cap with a Wolmanized logo on it, and you are both smiling. You are happy because your business is up. He is happy because he's just had his best deck building season ever. But you have the bigger grin, because he is buying you lunch!

You are in that bar celebrating the success of a first year's business relationship with a deck builder. Yes, a

ITip I

Off-Season Opportunitites

More and more deck builders are building deck fumiture in the off-season to sell to their deck customers during the season. Benches, tables, chairs, bars, storage bins, planters, towel racks, spa steps, spa shelves, and more. Work with builders to provide these products to you direct.

It gives you the ability to offer custom products to your clients at a higher profit margin (local delivery, custom made).

deck builder. That new relationship means a lot to you, and to him.

Backyard Living is Big Business.

As many as three million decks are built each year in the U.S. alone. Almost as many are replaced each year. That's a lot of board feet and a lot of fasteners. Its can also be a lot of patio furniture, lighting kits, media systems, mist systems, fountains, firepits, barbeques, and complete outdoor kitchens.

When consumers are not building new houses, they are improving the ones they already own. When gas prices are high, they travel less and they tend to stay at home. When consumers stay at home, they entertain more often. So, the picture is one of consumers who are keeping their homes longer, spending more time at home, and entertaining more.

Picture the homeowner entertaining his friends, family and neighbors on a big beautiful deck. This particular deck is built with composite decking material, but its structural portion is made of pressure treated lumber. It has tile insets around the outdoor kitchen (including the built-in margarita blender and stainless convection grill). The arbor that provides shade is made of a new lightweight stucco material that provides great eye candy with its arches. Soft jazz comes through the outdoor speaker

ripQ

First Step

An open house for builders at your store is a great way to make first contact with builders. Grilling some hotdogs around lunch time and having some cold sodas on hand is the way to any builder's heart. Mingle, serve up some lunch. collect a few business cards (make a few notes). Tell them about your business and who you are.

After that, select a few who you are interested in getting to know better, and you are on your way to creating those reciprocal relationships that will mean so much to you.

system. The contented guests are reclining in ergonomic chairs upholstered with the newest in high-tech outdoor textiles. The solar-powered lights come on just as the lime marinated shrimp is being pulled off the grill and the steaks are waiting to go on. Now. that's a nice picture.

If you haven't already heard, what was simply a deck is now an "outdoor living space," also called the "outdoor room." It's not your grandfather's deck anymore. Outdoor living space means additional square footage to the house. Consumers see it as a great

""#

investment. Statistics for the return on investment for decks runs equal to or more than kitchen remodels.

Having a relationship with deck builders gives you someone to refer your clients to when they are making purchases in your store. When the deck builder is sitting across the kitchen table from the homeowner, they can sell whatever they want toor not. Builders know that the extras like lighting, fancy rail systems, water and fire features. etc.. are where the money is. Wouldn't you rather they bought from you? Wouldn't you like it if the half-million in decking materials he purchases, he purchases from you? Or, how about just the lighting and mist systems? Wouldn't you like it if the deck builder referred his clients to your store for their patio furniture and accessories?

Here is a "how to" for getting those relationships started :

Choosing the Right Builders. Step 1 Where to Begin?

A deck system is a complex combination of elements, the success of which depends on the quality of materials, installation and overall construction. Referrals are the first source for names of credible companies. Ask friends and family members who they have used in the past.

Contact your state and local licensing authorities and trade associations, such as North American Deck & Railing Association, National Association of Home Builders, or National Association of the Remodeling Industry, about deck builders who are active in the community.

Note: Some states have regulations that govern the making of referrals to a service provider. Check to make sure that the way you provide referrals does not cause you to take on unnecessary liability. Some states require the referral of at least three service providers any time referrals are given.

Step 2 Meeting and Evaluating Potential Contractors

After you have compiled a list of possible deck builders, take some time to evaluate each one carefully. Set up a preliminary meeting to discuss your needs and their qualifications. Pay close attention to the attitude of the builder. Good builders take pride in their work and will be enthusiastic about the possibility of creating a reciprocal relationship. Ask to see a portfolio and samples of the decking and railing materials they prefer to use.

Step 3 Get Some Background Information

. Experience. The training and experience of a deck builder, as well

as the age of his or her company, will help you determine their ability to successfully work with you.

Licensing. Some states require special licensing for deck builders. Ask for business license numbers. Then check with local authorities to see that the company complies with regulations.

. Insurance Coverage. A deck builder should carry worker's compensation and general liability insurance. Request the name and address of the insurance carrier, and a copy of the company's insurance certificate.

Professional References. Your deck builder's past can help determine your future. Ask for credit references, banking information, and a list of completed projects, including the names and telephone numbers of previous clients. Find out if the builder stands behind his work.

Step 4

Work with the Deck Builder to Create a Long-term Relationship.

Establish what each of you wants out of the relationship; i.e., the builder wants qualified leads and you want a builder you can trust to provide good quality workmanship. Do you also want a percentage of each job? Does the builder want something for referring his clients to your store?

Educate each other. You don't know all the ins and outs of deck building and maintenance, and the builder doesn't know about the products you carry. An understanding of each other's business will go a long way toward guaranteeing that the cross references you send each other are worthwhile.

- Diana Hanson is administrative director for North American Deck and Railing Association, owner of deck construction company Woodpile Construction, and manufacturer of Decklt deck spacers. She can be reached at (208) 870-4702 or d i a na.hanson@ gma i l.com.

at Tip J Celebrate

No one in business gets thanked enough these days. It's a simple thing and it goes a long way toward maintaining healthy, productive business relationships. So be the one to initiate a celebration over a big sale (by the way, its your tum to buy that lunch!).

Hot products in decking

By Kim and Linda Katwijk

tTHE excitement was thick in the air I- as the deck, dock and railing community gathered in Las Vegas for Deck Expo 2007, co-sponsored by the North American Deck & Railing Association (NADRA).

Energy was high with 165 companies represented and 2,149 attendeesall professionals.

So what were the hottest of the hot products? As I walked the show floor, many products caught my eye, but to give you a broader perspective I asked fellow deck builders to tell me what caught theirs.

Mike Seden, Nedes Construction, Kennesaw, Ga.

These are the items I found at Deck Expo 2007 that will meet my deck building needs:

. Decklok brackets help prevent deck, railing and stair collapse. The patented bracket system secures all critical connections, deck to building as well as stair and rail post components to the deck. Decklok meets IRC 2006 code requirements for lateral pullout and rail stability, while achieving up to 7,5O0Vo stronger deck connections. Available in code-compliant hot dip galvanized or 304 and 316 stainless steel, they are simple to install and cost less than other rail and joist brackets currently available.

. Trex has a new deck board, Contours. It has a more dramatic, deep grain look. My customers are going to love the rustic wood texture of this composite.

. SteelDeck framing systems also caught my attention. If someone is spending a high-dollar amount for a 25-year deck, why put it on something that will eventually rot? Steel joists offer a deck framing solution that is strong, durable, efficient, economical and easy to install. It is engineered

specifically for use with outdoor decks, and provides the perfect complement to any top surface decking.

. Another hot item was DeckTools Software. It had a crowd around its booth three to four people deep all throughout the show. This program has quickly become the best-looking, fastest and easiest-to-use deck design and sales software tool available. The unique DeckTools 3-D Materials Library enables a product placement experience far more personal and engaging than anything I've been able to provide in print, tv, or on the Web.

It is the ultimate sales tool for dealers, suppliers and contractors. The customer can see the impact that an upgraded product has on the design.

Matt Gard, Deck-Pros, Inc., Evanwille, In.

DeckTools design software was the big talk of the expo. The industry has long needed 3-D CAD software with the functions that DeckTools provides.

I was also interested in a few deck drainage systems by Rain Escape and the Below Deck Systems by Spectra. Adding this type of product is an easy way to expand our business, increase our bottom line, and add a useful "dry" outdoor living space for our clients.

Dan Troxel, Decks by Dan, Kansas City, Ks.

There were a couple of products I was most impressed by. ConectDeck CX allows us to replicate our style and designs as close to wood as possible. We like the woodgrain embossed surface and the hidden fastener channels. What we are most pleased with is the density of the product, which enables us to rip trim pieces to fit our styles of design. We also made arbor rafters from two pieces, back to back,

with decorative ends.

TPW has a treatment to match the CX exactly, for treating the ends and edges we expose, breaking the factory CX surface.

Our company couldn't be more satisfied with the attention and customer service that has been extended to us by all the staff at CorrectDeck.

Swan Secure made us special colorized trim screws, l-314" with reverse treads and a #20 torque head, so we don't have to change bits or break them for different length screws. All of our customers have been extremely pleased with these products.

Rick Ashcraft, Fences and Decks, Provo, Ut.

For everyone from my company who attended Deck Expo, the thing that stood out most was the DeckTools program. Although we have owned this program for a number of years, we have never taken the time to become familiar with and use it. We left with a renewed excitement to begin using this powerful program.

You've heard from these fellows, now it's my turn. Hottest on my list was Calise Outdoor Kitchens. What makes Calise unique is that they have a modular system of unfinished cabinets. Each modular cabinet is covered with a flexible exterior of cement board. This makes them light and easy to deliver into any backyard.

The modular system allows you to design any shape and size of outdoor kitchen island with a complete line of stainless steel accessories such as gourmet grills, refrigerator and sinks, all the way down to the paper towel holders.

They are easy to level and assemble on any surface, including decks. Just add the exterior finish (which could be anything from stucco to stone), install countertops, insert the stainless steel accessories, and it's party timel I was so impressed with the quality and construction of these cabinets, I have become a dealer for them.

In the decking department, the introduction of Luxrae cellular vinyl composite decking was the talk of the show. Luxrae has hit an aesthetics home run with their exotic line of natural looking wood finishes in six different colors. Let me tell you, looks are everything with my clientele. Luxrae has incorporated nanotechnology into their Luxshield coating, which protects the surface from mois-

ture, stains, scratches and UV rays.

Like other composites, cellular vinyl does not absorb solar heat. But unlike most other composites, there is no wood fiber in Luxrae's decking that could induce mold or hold grease stains. Luxrae has a 25-year limited warranty. I have already asked my local lumberyard to begin carrying it.

Tnnaro Building Products launched two new decking lines. EverGrain Vibrance collection features five new multi-colored deck boards with deep compression-molded wood grain texture. The new Elements extruded decking line will give a better price point for economically minded clients.

I've been using EverGrain decking for eight years. I recommend it first and foremost to my clients. I'm extremely happy with the reliability of the product and ease of working with this company.

In the railing department, Atlantis railing systems caught my eye with their clean contemporary lines of railing. They use a 2" polished stainless steel tube as their top rail with a unique and easy-to-use tumbuckle that holds horizontal stainless steel cables. This railing can fit between any types of posts, including wood, composite, vinyl and stainless steer.

The Atlantis Mariner line incorporates a polished stainless steel top and bottom rail with polished stainless steel balusters. This railing system will be going into many of my decks that look over the water.

As far as deck accessories, HighPoint Deck Lighting, LLC really lit up the show. We're talking about top-quality fixtures at reasonable prices. I haven't seen anything better. I've installed plenty of lighting in my high-end decks over the past I 1 years. No aluminum here to be eaten up by the ACQ in the substructure lumber.

HighPoint deck lighting has a wide variety offixtures to satisfy any client, and their quick-ship catalogue is full of fixtures that you can get in a hurry.

As a NADRA board member, I invited a few companies to come to Deck Expo to find out about NADRA and see if they would want to participate in next year's Expo. I was so impressed with two of them that I have to share them with you.

Heatcon has been manufacturing flexible heating blankets and controls for the aerospace composite repair industry for the past 25 years. They have developed a unique bending kit that will allow deck builders to bend

any composite by heating up the decking. With Heatcon's HC 99-300 deck forming kit, the deck builder will have unlimited artistic creativity in his hands. He can bend handrails on curved decks, do a ribboned deck board around the outside of a curved deck, do curved stairs. or interlace an artistic deck board through the deck.

To test out their kit, I bent an EverGrain composite deck board for a handrail. It worked great and was very easy to use.

The second company was One TIue wood protector. I had received some stain from them six years earlier. After returning home, I went to my test pile where I had the cedar samples on which I had tested 29 stains. To my surprise, the One TItrle sample was not growing any mold or mildew. All the other samples I had tested were growing one type of fungus or another. Here in rainy Olympia, Wa., mold will grow on you if you stand still long

enougn.

One Ttue is a urethane-based product with 1007o solids. It penetrates deep into the cellular structure of the wood and is cured by UV sunlight. It uses nanotechnology, which produces thousands of microscopic spikes that pop spores of mold and mildew. There are four colors to choose from. I will be using and recommending this stain to all my clients with wood decks.

My pace was fast and furious for four days, and before I knew it, Deck Expo was coming to a close. I could have spent at least 12 more hours on the show floor. Well, I'll just have to wait till March 3-6, 2008, in Orlando, Fl. Junebe you can come and meet me there.

- Kim Karuijk is owner of custom decking contractor Deck Builders, Inc., Olympia, Wa. and a director of NADRA. His wife, Linda, puts his thoughts and many years of professional building experience into words.

MULTI'COLORED Vibrance composite deck boards from Tnuxo caught contractors'attention.

fMACINE the harmony in the Iworld if everyone made decisions by the same process, weighing various factors in a predictable manner. How much easier would that make our jobs selling building products?

The reality is that individuals, spouses and companies all make decisions differently. Selling big-ticket items like windows and doors to a realist, versus someone impressed by bells and whistles, requires different strategies.

Likewise, the needs, priorities and purchase decisions of volume builders are different than those of custom builders. In general, the former considers cost, margins, maintenance, reliability and delivery. Selling products to these buyers requires reliable delivery more than extensive options.

Last year, the top 400 volume builders accounted for 39Vo of housing starts, and vinyl products comprised between 48Vo and 5l%o of windows and doors sold. Because customers make decisions differently, dealers and manufacturers alike have to approach vinyl sales uniquely.

That's just what Weather Shield is doing. The company recently estab-

By Ernie DeBacco Visions Windows & Doors

lished a business unit dedicated to a new stand-alone vinyl brand: Visions Windows & Doors. Weather Shield believes a business unit dedicated to vinyl product development and marketing will deliver products that builders want, along with tools to help dealers market those products.

Identify the Customer

To excel in vinyl window sales, dealers need to focus on volume builders. One million-dollar homes with vinyl windows are the exception today. Volume builders examine their margins and make decisions based more on cost. That drives price competition among vinyl brands, and in turn, requires dealers to work more efficiently and reduce their overhead in order to protect their own margins.

Dealers need to focus on higher quantity sales. Efficiency can be gained by replicating a single window package in 400 units for one builder rather than one-off sales. A highly consultative sales process would erode margins further.

Protect the Relationship

Selling more units to fewer builders

means that salespeople can devote time and attention to fewer, but more profitable, customers. Protecting relationships is extremely important in the competitive vinyl window market. There is always another dealer waiting in the wings to pick up a customer. After all, how did you get your best customer?

You can protect customer relationships by representing their best interests rather than directing them to the product or upgrade you'd like to sell them. Customers come to you because they trust you and you know windows.

You can also build trust and strengthen relationships by providing prompt service and verifying orders at delivery to discover any shortages or quality issues. Practice no surprises.

It's also important to not overpromise. You can jeopardize customer and manufacturer relationships when you promise 10-day lead times when standard is 14 to 2l days.

Choose Good Partners

Protecting those relationshiPs requires reliability in product, delivery and service-much of which falls to manufacturers. Dealers can help

ensure satisfied customers by partnering with reputable manufacturers.

Vinyl product quality has improved in past years but still varies widely by brand. The quality and service issues associated with less expensive, lowerquality products are not worth risking a customer relationship.

Recent product advancements have added flexibility, options, and woodwindow attributes to vinyl windows. Vinyl window packages can be enhanced greatly with specialtyshaped windows, multiple configurations, sidelites and transoms.

Volume builders often want to offer more varied window designs. Some use multiple configurations instead of specialty shapes to create a more interesting look. As homes go up in price. builders will use more window shapes or mulled units.

Vinyl windows are dominating the market. Dealers who grasp this and understand their customers and their decision-making processes will find themselves leading the market.

- Ernie DeBacc'o is national sales manager of Visions Windows & Doors. He can be reached at edebacco@visionswindows.com or (715) 630-5873.

"Air Seasoned FencinA"

I[anufacturers of High Quality Incense ceda-r and white wood

Sierra Cedar Products, LLC is located in Marysville, California. Our location is excellent for quick shipment via truck, pig van or rail to all locations nationwide and world wide.

o Air seasoning creates stability in our products.

o Current total production in excess of 40 million bd. ft. per year.

. Cradin€ in accordance with WCLIB and WWPA.

r Delivered prices available upon request. ::

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DEALERS seeking to expand_their vinyl window sales should target who are always on the lookout for economical material options.

large production builders,

Generate solid leads from your website

By Chris Denny

\,ZOU can get more qualified sales leads from your webI site's current traffic than you are getting right now. Doing so will make all of your future efforts to increase site traffic much more effective and decrease your cost per lead.

To get an idea of how you are doing now, measure the lead generation rate of your current website by dividing the total number of leads you receive from the site (add phone, fax, email, contact forms, etc.) by the total number of unique visitors. Ata5Vo lead generation rate, your website will produce 50 leads per day from 1000 unique visitors' If you lead optimize your site, the lead generation rate will increase to l07o and your 1,000 unique visitors will yield 100 leads. Your site is now twice as effective, and each incremental increase in traffic volume will be twice as effective as well.

To maximize the number of sales your site generates, you need these three components on every page: valuable content, benefits to the reader, and contact opportunities.

Valuable Gontent

Content is king. This has become a search engine optimization mantra, but it applies to lead optimization as well. The fact is, without quality content on each page of your website, your site visitors will leave before they even look for your contact information. Even if they do reach it, who wants to call someone who has nothing to say? The con-

tent on your site should be:

. Valuable (saves or makes them money)

Professional (but not robotic or overly scholastic)

Concise (informative but to the point)

'Up-to-date

Correct (check facts, spelling, and grammar)

You are the expert on the products you sell and your site should reflect that fact. Define and understand your target customers and write your content to serve their needs. Do they need technical specifications, how-to knowledge, or safety regulations? The content of your website should supply your customers with information that is pertinent to what they are doing. Content is king!

Benefits to the Reader

Your page copy should display the benefits of your products or services. Copy too often lists only features. For instance, American Pole & Timber, Houston, Tx.' offers poles and timbers coated with 2l POLY, a protective polymer coating engineered for wood. That is a great feature, but it is not very interesting and does not speak to the needs of most contractors or users. However, when site visitors read that pilings coated with 2l POLY come with a 25-year waffanty against rot and decay from fungus and marine borers (a benefit), they become more interested and start calling.

AMERICAN POLE & Timber's website ofJers readers something of value and a way to reach the industrial wood products supplier on every page.

-.o 8rA6t**b-€ g.+ d.tSgsa

Always be mindful of why visitors come to your website. Put yourself in their shoes. Understand what they want, what they are doing with your products or services, and how they feel about them. Identify with your visitors by displaying the benefits your products offer them. Display the benefits clearly and simply. Only get as technical as your target visitors need and don't be too sales oriented. Speak to them about their needs and offer solutions for their problems. Once you have clearly displayed your benefits, make sure the opportunity to contact you is close at hand.

Gontact Oppodunities

This seems obvious, but every time I mention the importance of contact information to a site owner, I hear, "But my phone number is displayed, and I have a 'contact us' page." A great exercise is to count how many times your contact information is displayed on each page of your site. Now, refine your attitude about contact information. Begin thinking in terms of contact opportunities.

Give your visitors opportunities to contact you in at least three places on each page of your website. In each

place, give two or more methods by which visitors can contact you, such as your phone number and a link to your "contact us" page. Some customers prefer to pick up the phone and call; others prefer the flexibility of email or contact forms.

American Pole & Timber does this effectively by displaying the "Project Information and Assistance" button on the left side of every page of its website. In addition, "Contact us online" and "call us at" links are placed throughout the website. Efforts to lead optimize www.poleandtimber.com have resulted in a lead generation rate of about 107o. That is expected to increase with further lead optimization efforts.

Site visitors are looking for information and solutions, so give them what they are looking for, with plenty of opportunities to contact you-and the leads will start coming in. The rest is up to you and your salespeople.

- Chris Denny is online marketing and sales manager at American Pole & Timber. He also created and runs a website to help business owners maximize qualified sales leads from their sites. Reach him at (832) 628-0987 or c hris@ leadoptimize.com.

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Glo ll0n anilme Gominu su[[ly G]unon

By John Krier

IIJHILE attending a local garden

V Y show, I noticed a booth set up by a large regional vendor of wood byproducts for the landscaping industry.

On a whim, I approached one of the salespeople and made two rhetorical comments. The first was, "I will bet your retail prices are up at least 407o ." The second was, "Your scarcest species is hemlock, correct?" I was right on both counts. He asked me how I knew, and the answer was simple: Globalization.

After he gave me a blank stare, I explained that the hemlock scarcities in the short term came from weather and strike problems on the B.C. coast and in the medium-to-long term from higher round log demand from Korea and China. I also cited political risks from the future pine beetle raw material shortages, along with byproduct

cost increases resulting from a global shortage of softwood pulp and the emergence of biofuel as an important new end-user in the industry.

This anecdote illustrates why lack of preparation for the coming sea change in our industry can be catastrophic even for the smaller regional and local businesses who think themselves immune.

Until very recently, conventional wisdom held that there was plenty of wood fiber in the world: trees are renewable, Russian and South American producers are emerging. etc.. etc. But conventional wisdom is just that. It leaves out key elements that can radically change the outlook.

The first is political. Russia has just announced a huge increase in export taxes for round log exports in an attempt to force value adding industries to relocate inside the coun-

try.B.C.is seeing the beginnings of a protest movement against raw log exports, especially from the Coast, obviously motivated by the same concerns as Russia. Because of the beetle catastrophe in the B.C. Interior, these protests will become deafening in the next two or three years

The second element is economic. In North America it is not cost effective to move raw logs long distances. The same is true to a lesser extent for the big producing regions in Europe.

So if the existing logging and sawmill infrastructures are located in relatively small areas, they are pressuring a limited fiber basket. So does it help that Russia has 40Vo of the world's growing softwood inventory if there are no roads or rail lines to remove the trees or build the processing facili-

(Please turn to pag,e 80)

Rrrlttrns

84 Lumber Ca. opened a 5,840sq. ft. store with 36,160-sq. ft. warehouse on 10 acres in Spanish Fork, Ut., Aprll24 (Shane Kober, mgr.), and expects an early summer opening in Hesperia,Ca.

84 Lumber is the subject of an EEOC lawsuit that claims that the chain had not filed federally mandated reports since 2005 on the composition of its workforce

Orchard Supply Hardware, San Jose, Ca., is leasing a 35,000-sq. ft. building in Santa Rosa, Ca., to open a new store by the end of the year...

Lowe's Cos. opened a 117000sq. ft. store May 1 in Sierra Vista, Az., and a 116000-sq. ft. location May 5 in Federal Way, Wa. ...

Lowe's submitted plans to build a 140000-sq. ft. store on 13 acres in Spokane Valley, Wa.; a 119,327-sq. ft. store with 27 ,265sq. ft. garden center in Redmond, Or.; a 119000-sq. ft. store on 10.5 acres in Ogden, Ut.; a 170000-sq. ft. store with 31,600-sq. ft. garden center in Pleasanton. Ca., and a 170,000-sq. ft. unit in Springfield, Or....

Lowe's won approval to build in Hollister, Ca., and held a public auction to clear merchandise from a store it replaced in Sandy, Ut.

Send us yournews!

Have a notice of your recent expansion, promotions or other com' pany changes published in the next issue of The Merchant Magazine.

Just Fax your news to 949'852' 0231 or send by email to kdebats@ building-products.com.

(a free service)

Home Depot will appeal an order halting its almost-finished conversion of a former Kmart in Sunland, Ca.; received approval to build a 102p00-sq. ft. store with 28,000-sq. ft. garden center in Redmond, Or.; agreed to concessions permitting rezoning for a new store in Warrenton, Or., and is considering building a day laborer center in Baldwin Park, Ca. ...

Home Depot is seeking permission to acquire Enerbank USA, Salt Lake City, Ut., specializing in unsecured home improvement in all 50 states, from CMS Energy Corp.,Jackson, Mi. ...

Stock Building Supply will use F inancial Sy stems Innov ation's credit card fraud protection ...

Lumber Liquidators has filed for a $150-million initial public offering

Wnor:sn:ns/trrulrcrur:rs

Swanson Group, Glendale, Or., is in exclusive negotiations to purchase the assets of veneer and PIYwood manufacturcr Mc Kenzie Fore st Products, lLC, Springfield, Or....

Michael Jones Lumber, Wilsonville, Or., merged with Western Lumber Co.. Medford, Or.; sales personnel are unchanged ...

Hampton Affiliate s, Portland, Or., temporarily curtailed production at Willamina Lumber Co., Willamina, Or., due to market conditions...

Quiet Solution, Sunnyvale, Ca., opened its second facility to produce QuietRock soundproof drywall and QuietWood products on 12 acres in Newark, Ca.

Premier Industrie s, Tacoma, Wa., sold its Insulfuarn business, including 13 EPS plants, to Carlisle Construction Materials

United Coatings, Spokane, Wa., has been acquired by Quest Specialty Chemicals, Inc., and equity partner Huron Capital Partners LLC; operations at United's manufacturing facilities in Spokane and Phoenix, Az.o continue uninterrupted and all management was retained ...

CorrectDeclc has relaunched its contractor loyalty program as the CorrectB uil t Zone (www.correctbuiltzone.com)

ChemPoint.com is distributing Innxess Corp.'s Biochek industrial preservatives, Tektamer commercial microbiocides, Metasol commercial parasiticide/biocides, and some Prevenlol products ...

Vandermeer Forest Products, Lynnwood, Wa., is now distributing PrairePicket composite fencing from Heartland BioCompos' ites in Oregon, Washington, Alaska and Hawaii; Snavely Forest Products is supplying the product in Colorado and southern Wyoming, and Empire Building Materials in ldaho, Montana, and northern Wyoming

North Pacific, Portland, Or., launched a joint production and marketing program with J.P. Price Lumber, Monticello, Ar., to exclusively distribute J.P. Price's 1" and 2" lumber and timbers, with a focus on Prime and #1 grades

New Website: Blue Ox Lumber, LLC (Harry T. Williams Lumber Co.), Torrance, Ca., www.blueoxlumberco.com...

Anniversaries: Desticon Transportation Service s, Richmond, 8.C., 20th Diamond Building Supply,Deer Park, Wa., 1st

Housing starts in March inched up 0.8Vo to a seasonally adjusted rate of 1.518 million ... singlefamily starts rose ZVo to a 1.218million pace.

erird;;s ;;;'r\s tor 25 veors'

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Listings are often submitted months in advance. Always verify dates and locations with sponsor before making plans to attend

llhv

Chino Lumber & Hardware - May L1, vendors fair & bbq, Chino, Ca.; (909) 59 I -4861

Ecobuild America - May 15-17, Anaheim Convention Center, Anaheim, Ca.; (800) 966-3863.

North American Building Material Distribution Association - May 16-17, management conference, Barton Creek Resort & Spa, Austin, Tx.; (888) 747-7862.

JLC Live Show - May 17-18, Long Beach Convention Center, Long Beach, Ca.; (800) 261-'7769.

Alternative Building Materials & Design Expo - May 18-19, Santa Monica Air Center, Santa Monica, Ca.; (310) 3902930.

Honolulu Hoo-Hoo Club - May 18-20, regional mini-conference, Pacific Beach Hotel, Honolulu, Hi.; (253) 796-'1155.

National Hoo Hoo Ettes - May 18-20, annual convention, Phoenix Inn, Olympia, Wa.; (253) 383-4603.

Do It Best Corp. - N4ay 19-22, spring market, convention center, Indianapolis, In.; (260) 748-5300.

North American Building Material Distribution Association - May 23, regional meeting, DC Ranch Village Health Club & Spa, Scottsdale, Az.; (888) 74'7-7862.

PCBC - May 29-June 1, Moscone Center, San Francisco, Ca.; (916)t 443-7933.

furr

Home Remodeling & Decorating Show - June 1-3' L.A. Convention Center, Los Angeles, Ca.; (818) 557-2950.

Willamette Valley Hoo-Hoo Club - June 2, golf tournament, Shadow Hills Country Club, Junction City, Or.; (541) 4855979.

Kitchen Cabinet Manufacturers Association - June 3-6, annual convention, The Resort at Squaw Creek, Olympic Valley, Ca.; (703) 264-1690.

Intertribal Timber Council - June 4-6, National Indian Timber Symposium, Polson, Mt.; (503) 282-4296.

Lumber Association of California & Nevada - June 7, associates/dealers golf tournament, Rancho Solano, Fairfield, Ca.; (800) 266-4344.

Seattle Hoo-Hoo Club - June 8, annual golf tournament, Mount Si Golf Course, Snoqualmie, Wa.; (253) 796-7155.

American Architectural Manufacturers Association - June 10-L3, summer meeting, Hyatt Regency, Huntington Beach, Ca

Forest Products Society - June 10-13, convention, Hilton Hotel, Knoxville, Tn.; Knoxville, Tn.; (608) 231-1361

National Retail Federation - June 1l'13' loss prevention conference & exhibition, San Diego Convention Center, San Diego, Ca.; (202) 783-7971

North American Retail Hardware Association - June L1-1.3' national convention, Orlando, Fl.; (317) 290-0338.

National Lawn & Garden Show - June 12-14' Grand Sierra Resort, Reno, Nv.; (888) 316-0226.

Los Angeles Hardwood Lumberman's Club - June 14, election night, Cedar Point Inn, Brea, Ca.; (323) 723-9856.

Guardian Building Products - June 18-20, summer show, Convention Center, Charlotte, N.C.; (86a) 297-3498.

Tuolumne Lumber Jubilee - June 2l-24' Tuolumne, Ca.; (800D 266-6436.

Western Wood Preservers Institute - June 24'26, summer meeting, Running Y, Klamath Falls, Or.; (800) 129-9663.

Umpqua Valley Lumber Association - June 27-29, IN{ill Week, Canyonville, Or.; (541) 874-2281.

Ysttu,e'rc difftrent

We really are out there. Door people. People who've devoted our entire c&reers to mastering the craft of designing and manufacturing only ,premium quality interior doors. To us, doors aren t just an occupation. Theylre a pr.eoccupation.

life're door people.

otion news

Lumber Association of California & Nevada will host its annual associates/dealers golf tournament June 7 at the Rancho Solano & Paradise Valley golf courses.

July 19-21 are the dates for the 2nd Growth Summer Conference at the La Quinta Resort & Club, La Quinta, Ca., following an LACN board meeting July 12-14 at Evergreen Yosemite Lodge, Groveland, Ca.

Mountain States Lumber & Building Material Dealers Association will host a yard foreman/operations manager seminar May 23 at the Holiday Inn Denver Center.

The Colorado WOOD Council's summer golf tournament is set for July 16 at the Ranch Golf & Country Club. Westminster. Co.

The Wyoming golf tournament is up next, Aug. 18 at Rochelle Ranch Golf Course, Rawlins, Wy.

Western Hardwood Association will meet Jluly 14-17 at the Sunriver Resort, Sunriver, Or., for its annual meeting, golf tournament, and awards dinner and auction.

Keynote speaker will be Chuck Reaves, discussing "Why Can't Everyone Be Just a Little More Like Me?"

Castle "Skip" Newell III, PenofinPerformance Coatings Inc., Ukiah, Ca., will address "Quantum Leadership" at the buffet dinner.

Other presenters include Glenn Ahrens, OSU extension agent; Jack Clark, president, Hardwood Forest Foundation, and Grace Terpstra, lobbyist, Hardwood Federation.

Western Wood Products Association's popular Online Lumber Technical Guide now has more than 17,000 registered users, with hundreds more signing up each week for

the free subscription web section. Registration is free and provides access to reportedly the most complete western lumber information on the web.

North American Building Material Association elected Roger Debnam, president, Wurth Wood Group, Charlotte, N.C., as its new president.

The group will meet May 16-17 in Austin. Tx.. for its annual executive management conference.

International Wood Products Association elected Stuart Clark, Clarke Veneers & Plywood, president during its 51st annual convention in San Diego, Ca.

New v.p. is Christian Mengel, DLH Nordick, and treasurer Scott Beggs, American Pacific Inc.

For sometime now, The Kelleher Corporation has been deeply committed to those suppliers who use sustainable forest management practices. That's why way back in March of 2OOO, we were one of the first distributors in the US to obtain our FSC Certification. We have offered a variety of certified products over the years and are now proud to present a complete line of FSC Ceftified Primed Pine mouldings and millwork.

At Kelleher, we continue to do our best to offer products that help you compete in today's market, while protecting this little planet we call home.

What's New at Kelleher:

f FSC Primed Pine Gertified Mouldings and Millwork

f FSC Exterior Treated Primed Pine Millwork

I The largest selection of Treated - Advantage Plus

{FSC) aid Untreated - Advantage Primed Fine Trimboards and Siding

etitive ligenGe Let the g

Carla Waldemar

that. as he documents. "We're all family oriented in this company." That's what drew them back. And some even brought along their friends to fill new slots in the expanded company.

fON Cromwell's story should surely al appeal to all tuned-in Americans. It's a reality show, a makeover, and an extreme sport. all rolled into one.

Cromwell is a partner in Riverside Lumber of New Orleans, La., tapped by its three other owners, the Hayden family, to get them through the horror show then playing, called Katrina, and back on their feet. "The reason I joined them is that the owners have deep roots in the community," Cromwell explains. They weren't about to turn and run.

The business came into being in l92O as a small sawmill and planing operation, but it soon made its name as an elite supplier of fine woods and mouldings, serving contractors and remodelers of luxury homes as well as boat builders, who prized its teak and mahogany.

But who needed fancy trimmings like red cedar after the storm pounded most of the city into Pick-Up-Sticks? The first thing Cromwell did was open a new division handling commodity lumber, in demand for framing.

Well, that's not exactly the first thing. But it was the first step in getting back to normal when Riverside reopened 30 days after the storm in which the yard lost everything. Cromwell paints a sorry picture: "The wind took the roofs and the flood took

the rest. We were under 7 feet of water for nine days."

Katrina totally destroyed the company's buildings, trucks and inventory-but not morale. There's yet to be a disaster capable of devastating the spirit of its people. Yet-how do you go about rebuilding, well, everything?

The key, says Cromwell, who sells insurance to lumber dealers and has served as Louisiana rep for the Lumber Association of Texas and Louisiana, "Be sure you have full coverage on your buildings and that you understand the coverage you have. Spend time with your agent. Don't underestimate the full value of your buildings and what it would take to replace them. If we hadn't had that," he notes, "we'd be out of business."

Other lessons were learned the hard way. Under emergency evacuation orders, Riverside's dozen employees were scattered from San Francisco to the East Coast, and the company's personnel records proved of little help. How to restore contact? In the future, Riverside will keep records of cell phones and out-of-town emergencycontact numbers in a secure, offsite location. But this time around it was dicey. The Internet was helpful in running down peoples' whereabouts, Cromwell reports.

Even more valuable was the fact

Some of these employees had lost their homes. (Cromwell, who lives 30 miles distant, lost half of his own house.) So when employees started returning to their posts sans families left in better living conditions elsewhere, Riverside not only helped out with trailers for its men, but also granted occasionally extended-weekend leaves for visits. Then it went another extra mile. Since few of these workers had the instant wherewithal, Riverside also supplied plane and bus tickets and even underwrote used vehicles. "We just had to make it work," states Cromwell.

And that required ready cash, another lesson in disaster-preparedness. For when all communication is cut off-no phone service, no electricity-that translates to no ATMs, no credit-card transactions. Even to find a bank branch open for business meant an hour-and-a-half roundtrip trek to another town for Cromwell and his partners. They'd stock up on food for their employees as well as gasoline, another rare commodity "Everybody kept a five-gallon tank in the car."

Help came from unexpected sources, such as a competitor in Baton Rouge who reached him, asking, "Jon, what can I do?" Three days later, the man's truck showed up bearing two 50-gallon tanks of gas, bottled water, and a working cell phone. "And he wouldn't take anything for it," Cromwell notes.

His best advice when a disaster strikes: "Owners need to rely on their

managers. The main thing is to share the burden of keeping the company together. Here, one partner handled the building, another the employees, and another the inventory."

Vendors had no trouble getting product to New Orleans and extended credit via their usual systems. ("The problem was finding a bank to make deposits," which required that 90minute trip.) Riverside was able to obtain trucks and forklifts from other parts of the country, "which got us back to the basics. At first, we dealt in cash or with a little trading. We couldn't utilize credit cards for eight or 10 months. And when we realized that, to help people along we used an honor system; they came in and loaded up what they needed. And it was truly amazing: Virtually all our customers repaid us," he reports.

Now, l8 months later, Riverside's volume has doubled the pre-Katrina days, "not only in moulding and millwork but in framing. And it's really just begun, as building is getting started and insurance money starts coming in. Some homes haven't been touched yet; others are torn down, ready for new construction. To fill the need, we've added materials we didn't carry before, like modular parts, different wall panels. Our major contractors who wanted to come back have done so, along with some from other parts of the country where building has slowed down-good additions, for the most part.

"But we're at maximum capacity," he says. "There's just so much material you can push through. Lots of customers walk in to pick up and place orders, plus we have several outside salespeople whose task is to keep in communication with the pros and make sure of the flow of materials. The great thing about New Orleans is that its people are returning to it day by day and will do what it takes to remain here. And if some choose not to, that opens up good deals on formerly unaffordable homes for others to renovate."

In fact, Cromwell's son, fresh out of college, was able to purchase just such a house and is transforming it via sweat equity. Bonus: The young man recently joined the company, too. "I'm thrilled to be working with my son, teaching him," says Cromwell with satisfaction, "and I can see that it's already rewarding for him."

Still, "it will take 10 years before the region bounces back," in

Cromwell's view. "But that's not all bad," he adds, "because we couldn't handle [that business] all at once. Katrina," he reminds us, "was like no other event-the wind, the water. Usually, the eye of a storm is 10 or 12 miles. This time, it was 70 miles-the whole Gulf Coast. Still, every day when I drive in, I see more and more lights back on, more homes and shop-

ping centers being rebuilt. Yet I still hear, 'Gosh! You guys are open!"'

Not only open, but helping the good times get rolling again. That's the New Orleans way.

- A Jbrmer award-winning LBM trade magazine editor, Carla Waldemar writes frequently on the industry. Contact her at cwaldemar@mn.rr.com.

REBUILDING A BUSINESS:..Following Hurricane Katrina, Riverside Lumber had to piece together its own home even as it supplied materials to help customers rebuild theirs.

Depot Opens Yardbirds HYbrids

Home Depot has redesigned five former Yardbirds stores to keeP a friendly neighborhood feel while offering more upscale merchandise and services.

The new hybrid stores in Concord and Petaluma opened April 19. Stores in Alamo and San Rafael are scheduled to open May 3, while the San Rafael store is slated for May 24.

"This is a hybrid of what a Home Depot does well and what an ExPo does well," said Jason Feldman, Depot's senior director of merchandising. "We want to sell you the project, something we haven't been able to do as well in Home Depot. This provides another environment that is more intimate, more comfortable."

Only the San Pablo store, which is aimed primarily at contractors, will stock lumber. The others will let customers see higher-end appliances and fixtures, create plans for a new bathroom or kitchen, and take the merchandise home the same day.

"We used to get a lot of requests for appliances and lawn mowers," said Michele Pryor, who worked at the Concord store for l2 years and

was rehired to lead human resources. "What they've given us and what we're able to carry now -wow! It's like, why didn't we have that before?"

Outside, the signage reads "Yardbirds," although Depot's name is alongside. Inside, employees wear tan-colored aprons instead of Depot's orange. "We're going to answer the phone 'Yardbirds'," said Ed Gaylord, human resources manager for the San Rafael store. "We're forging ahead with a separate identification from Home Depot."

The redesigned stores have lower shelving and ceilings than a typical Depot, said Feldman, who added that the stores' smaller size make it easier for customers to get in and out for quick purchases. The stores will also offer financing and installation services not available at the old Yardbirds.

Huber Settles OSB Suit

While denying any wrongdoing, J.M. Huber has tentatively agreed to a $2 million settlement of a price-fixing lawsuit filed last year against OSB

manufacturers.

Attorneys for the plaintiffs-LBM dealers and wholesalers-view the settlement as a major development. "It's the first one, the ice breaker," said one attorney. "We're hoping it leads to others."

The antitrust lawsuit alleges that North Amcrican OSB producersincluding Louisiana-Pacific, GeorgiaPacific, Potlatch, Weyerhaeuser, Ainsworth. Norbord, and Tolkoconspired to fix prices and restrict supply from June 1,2002, to present. Alleged tactics were shutting down mills, reducing mill production, delaying or canceling construction of new mills, and buying needed OSB from competitors instead of manufacturing it themselves.

As part of the settlement, Huber has transferred $2 million into an escrow account and agreed to cooperate in litigation against the remaining defendants.

In a motion filed April 10, the other defendants called the settlement premature and asked the court to defer action on it. The discovery phase of the lawsuit was scheduled to end in June, with a trial scheduled for March 25.2008.

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Western Lumber Markets Remain Slow

It will take a while longer for the U.S. lumber market to get on the road to recovery, according to a new forecast issued by the Western Wood Products Association.

Following four straight years of record consumption, demand for lumber declined 6Vo in 2006 and is forecast to fall another 7.5Vo to 55.97 billion bd. ft. this year. Looking to 2008, WWPA predicts overall demand will slip 1.SVo before rebounding the following year.

A slower American economy, marked by declines in mortgage banking, real estate and construction, continues to impact lumber markets. These developments have reduced home construction, with housing starts falling almost l3Vo in 2006. WWPA is forecasting another decline in housing for this year, with starts expected to decrease l6Vo to 1.5 million before rising modestly to 1.56 million in 2008.

Western mills have cut back Production in the face of lower demand. Western lumber output, which fell 7 .5Vo in 2006, should decline again this year to 16.6 billion bd. ft., down

l7o. ln 2008. western output is expected to be off a modest l.2%o to 16.4 billion bd. ft.

Mills in the coast areas of Oregon and Washington will fare better than other western mills. Coast production, off 6.37o in 2006, is forecast to decline 5.87a to 10.2 billion bd. ft. this year. For 2008, coast mill production should be close to 2OO1 volumes.

Inland region mills, located in eastern Oregon, eastern Washington and other western states, are reducing production at a faster pace. After an8.57o drop in 2006, Inland mills will fall almost 97o to 5.6 billion bd. ft. this year. Next year, WWPA is forecasting Inland production to decline to 5.5 billion bd. ft.

Production in the California redwood region will experience the steepest declines, with volumes totaling just 800 million bd. ft. by 2008afmost 257olower than 2005 totals.

Southern pine production surpassed western output for the first time in 2006 and the gap is exPected to widen this year. Production in the South willtotal 17.5 billion bd. ft. this vear and dip to 17.3 billion bd. ft.

next year.

Canadian lumber imports are expected to drop below 20 billion bd. ft. for the first time in three years, decreasing to 18.8 billion bd. ft. this year and slipping a modest l.4Vo in 2008 to 18.5 billion bd. ft.

European mills, hampered by low prices and exchange rate differences, will continue to pull out of the U.S. market, according to the WWPA forecast. Shipments from Europe fell l8.8Vo last year and should drop another 247a in 2O07 to 1.2 billion bd. ft. Next year, European imports are forecast at just l.l billion bd. ft.

Development For Former Mill

Bruce Daucsavage, president of Ochoco Lumber, wants to transform the company's 76-acre mill site in Prineville, Or., into a local shopping destination.

"We're ready to dig," he said. "The only risk is letting it sit empty."

The mill closed in 2000.

He said that construction could begin within a year on the first phase of the $20-million project, which would include a mix of retail and office space.

SBS Acquires Polar SupPly

Spenard Builders Supply, Anchorage, Ak., has acquired three-unit Alaskan distributor Polar Supply Co.

Polar Supply, which specializes in commercial grade structural, geotechnical, environmental and corrosion prevention products, will operate as a division of SBS.

Each of its three DC's-Anchorage, Fairbanks and Kenai-will operate as a separate division within Spenard, focusing on major commercial contractors, pipeline and oil companies. Plans are underway to relocate Polar's Kenai operation to a site adjacent to the SBS Kenai Millwork

Center.

"Polar Supply Company has a great group of people who specialize in and understand the products required to build and maintain roads, bridges and pipelines," said SBS president Ed Waite. "This acquisition adds important additional capabilities to our commercial product offerings."

Don Dunavant, owner and founder of Polar Supply, will facilitate the transition before retiring. He grew the business from a one-man operation delivering materials out of his garage in 1986 to a three-location chain with more than 40 employees.

A division of Pro-Build, SBS is

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Prr-co Hit With Lawsuit

Two former forestry officials have filed a "whistleblower" suit on behalf of the state of California against Pacific Lumber Co., Scotia, Ca., and its owners, for allegedly defrauding millions of dollars from the state.

Richard Wilson served as director of the California Department of Forestry and Fire Protection when the 1999 Headwaters Agreement was developed. Chris Maranto was a CDF forest resources expert. The two allege that PALco did not comply with the terms of the agreement, which was supposed to spare some of the world's oldest and largest trees.

"Simply put, the people of California didn't get what they paid huge amounts of money for, namely a sustained-yield plan based on the truth, with [the promise from] the company that it would provide good jobs and a healthy economy over the long term," said Wilson.

According to the lawsuit, Palco's computer-simulation model for the sustainable-yield plan was manipulated to include hardwood timber, while the written plan and actual on-theground implementation was based on conifer harvests only.

The plaintiffs are asking that PALco pay for losses and damages to the state as a result of the violations - including civil penalties of up to $10,000 for each and every violation of California codes. They also want Palco to pay all costs of the trial, which has been put on hold because of the company's ongoing bankruptcy proceedings.

Pelco denied the allegations and said it has fulfilled its obligations under the agreement. "The allegations are eroneous and we believe we will prevail," said Andrea Arnot, director of communications. "This suit is an attempt to undermine the historic Headwaters agreement."

Pelco filed its own lawsuit in California in December, seeking to recover damages for what it claims is "serious harm that has been inflicted" by the state's breach of the Headwaters agreement. According to its suit, the state's actions have prevented the company from harvesting enough timber to remain economically viable.

STARTETI BY TIATURE

FIIII$HETI BY BOITYGUARTI'

f, fter 35 years at Truckee-Tahoe lA,Lumber, Truckee, Ca.. Breeze

Cross was ready for a change. In late January, he turned daily operations over to the company's management team and moved to chairman of the board. Now he's looking fbrward to helping the 75-year-old family company succeed into the fourth generation-and beyond.

"Business was no longer as stimulating for me, but now I'm excited by

the transition," he said. "If I was still in charge, it would be more difficult to let go of the company and let my two sons and nephew take over."

Before that happens, all three must complete a transition plan that was developed with the help of the board of directors, a consulting firm that specializes in family business matters, and top management. During the transition. Tony Reid will serve as president and chief financial officer.

"The concept made a lot of sense to me," said Breeze. "It's much easier to let responsibility shift from the management team to the boys."

The first to come onboard is his younger son, Andrew Cross,27, who has already completed the first two requirements of the transition plan: a college degree (B.S.-civil engineering) and three years of outside work experience (civil engineer for an engineering firm in Reno) To complete his education. Andrew has also committed to earning an MBA degree.

Although he is looking forward to continuing the legacy of TruckeeTahoe Lumber, Andrew said he is glad he worked elsewhere first. "Family business is more intense, more of a way of life, doing what's best for the business," he said.

Andrew's on-the-job training began in late February. For the next three years he will work side by side with every employee, learning the business from the ground up. After he completes training at the main yard in Truckee, he'll move to the Tahoe City yard, the doorshop and warehouse in Sparks, Nv., and Home Concepts in Truckee, which is run by his mother, Ruth Cross.

Once this phase is completed and approved by the management team and board of directors. Andrew will move into a two-year, managementtraining program before becoming president of the company. "It's hard to manage something you don't understand," said Breeze.

Along the way, Andrew must also become active in community- and industry-related organizations. In March. he attended his first LACN Owners and Key Managers conference and is joining its under-40 group, 2nd Growth. As a new member of the Rotary Club of Truckee, he will volunteer for service projects, fundraisers, and special events.

Older son lra,29, and nephew

(Please turn to page 40)

FATHEB & SON: Breeze and Andrew Cross.

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Dealer Begins Transition

(Continued from Page 38)

Janod will join the business later, after they complete three years of outside work experience. Each has worked in the business since they were young teenagers, during summer vacations and holidays. None were allowed to work during the school year,Breeze said, because "I wanted my kids to have a life."

Breeze worked in the family business from a young age, too, but left for a few years. When he returned, it was to pay off debt and save money for college. But he soon had too many responsibilities to leave and has always felt the lack of a college degree. "It is important for our sons to have quality education," he said, "especially as the business goes to the next level."

Breeze also knew it was important to consolidate ownership of Truckee-Tahoe Lumber, because it's difficult for family businesses to support too many owners. "I saw this happen with the original Cross Lumber Company," he said. "Ownership got very diffused, with too many different shareholders and no real new leadership."

As part of the transition, Breeze and Ruth Cross acquired all the ownership stock from the other family members. Now they are the majority owners and Andrew, Ira, and Jarrod are minority owners. "If we were going to let the boys run the business, then we needed to consolidate ownership," said Breeze.

Both Breeze and Ruth believe that working with a transition-planning consultant was beneficial. "Working with the Jenks Group was probably the best thing we did," said Ruth. "Sometimes when you are facing changes, you get clouded and don't see all the possible directions or the right path to take. Someone outside can look at things differently

and see different options."

In fact, Ruth wishes the consultants had gotten involved earlier in the process. Her advice to other family business owners is simple: "Start planning early, before the panic attacks can start. Plan when to leave the business and get someone experienced to help."

Breeze also appreciated the consultants' outside perspective. "It's difficult to separate business from emotion. The consultants have been objective and have really helped with this," he said. "Using a consultant has worked well with us, but we're just starting out. We'll know for sure in a couple of years."

Ruth, who will continue to oversee the design showroom, said she is happy for Breeze and Andrew.

"Change is hard, but this is a great opportunity for both Andrew and Breeze. Watching your sons grow and mature is wonderful," she said. "It's also nice to see they have an interest in the business, in continuing the legacy. I look forward to the boys taking charge and then I'll think about my own transition."

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Partners Offer FSC Fascia

The Collins Cos., Portland, Or., and Western Woods,Inc., Chico, Ca., have recently announced a partnership that will be the first of its kind on the West Coast.

Collins, whose softwood and hardwood forests are all certified by the Forest Stewardship Council, will supply Western Woods, Inc. with FSCcertified CollinsWood white fir and ponderosa pine, which will then be remanufactured into appearance grade pattern stock and fascia.

Western Woods, Inc. is an FSCcertified company that remanufactures and distributes lumber, plywood, engineered wood products, and Evergrain composite decking, and has a prime line.

According to Chris Richter, director of sales and marketing for Westem Woods, "In the past, these kinds of FSC products were only available on a job{o-job basis. Not anymore."

Hayward Lumber Co. is the Southern California and Central Coast dealer and Mead Clark Lumber will be the dealer for the Santa Rosa. Ca.. aJea.

"The FSC-certified CollinsWood that is being remanufactured by

Western Woods, Inc. into pattern stock and fascia will help builders, contractors and homeowners who are striving to build greener homes," noted Lee Jimerson, Collins' manager of manufacturing accounts. "It's a win-win for everyone."

Court Revisits Honsador Sale

Three years after Honsador Lumber Corp., Honolulu, Hi., and its affilates-Ariel Truss Inc. and Honolulu Wood Treating Co.-were sold to Key Principal Partners LLC, a lawsuit challenging the terms of the sale has gone to court.

Plaintiff Richard Foreman. a businessman from Houston. Tx.. claims he put together a deal to purchase Honsador three years ago, with Key Principal Partners, San Francisco, Ca., as an equity partner. But before the deal closed, he said, Key pulled out and cut a separate deal for a higher price with then-owner Jim Pappas.

What would have been a $28-million sale to Foreman, with Key Principal as an equity partner, became a $5O-million sale to Key without Foreman-although he had already resigned from his $500,000-a-year

position in Houston, sold his house, and relocated to Hawaii to take over Honsador.

Foreman's lead attorney, Mark Davis, said the case is about ethics, community values, and fair business practices. "This company has lost its moral compass," he said. "They did it for greed, and this is the only reason."

Attorneys for Key contend that Foreman actually had many opportunities to close the deal earlier, but didn't follow through. They also contend that he didn't disclose everything about his own role in the deal.

Scott O'Connell, attorney for Key Equity, said that testimony by Pappas would reveal a trail of deceit and broken promises by Foreman. Having built up Honsador himself, O'Connell said, Pappas was particular about whom he sold the company to.

During proceedings, O'Connell accused Foreman of being dishonest and failing to disclose that he was contributing only $1.5 million of his own money. Key Equity only stepped in, O'Connell said, after Pappas was unable to secure other buyers.

Of Foreman, O'Connell said, "He has no one to blame but himself."

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APA Forecasts Down, Then Up

Production of North American structural wood panel and engineered wood framing products will be down this year, but will rebound in 2008, according to the latest annual five-year forecast from APA-The Engineered Wood Association.

Structural panels (plywood and OSB) production is expected to total 40.2 billion sq. ft. (3/8" basis) this year, down 2.2 billion ft. from 2006 and 2.9 billion from the record mark of 43.1 billion ft. in 2005. Declines are also forecast for engineered wood framing products such as glulam timber, wood I-joists, and laminated veneer lumber (LVL).

The outlook is based on the expectation that U.S. single- and multi-family housing starts will fall this year to 1.52 million units, compared with 1.8 million last year. New residential construction accounts for 777o of I-joist demand, 75Vo of LYL demand, TjVo of OSB demand, and 617o of glulam demand. Softwood plywood, by contrast, is consumed in greater volume by industrial markets, with only about 257a of production going to new residential construction.

North American OSB production is forecast to total 24.55 billion sq. ft. this year, down 7Vo from last year. Plywood output is expected to total 15.69 billion ft., off about I .87o from 2006. Glulam production is forecast to decline 7Vo,I-joists almost 6Vo, and LYL nearly 127o.

The industry's production to capacity ratio also is forecast to drop, from 937o7ast year to 897o this year. During the peak of the housing boom in 2004 and 2005, the rate was 98Vo and 97Vo respectively. This year's ratio, which matches the historical average, is likely to continue over the next five years as substantial new production capacity is added to meet rising demand.

Offshore imports of plywood and OSB, which peaked in 2005 at 2.12 billion sq. ft., fell to 1.71 billion ft. last year and are expected to decline to l.l7 billion feet this year. Nearly 807o of panel imports are plywood.

The outlook appears more promising in the long term, based primarily on the expectation that the housing market will begin recovery next year and continue to grow. U.S. single- and multi-family housing starts are fore-

cast to climb to 1.65 million units in 2008, peaking at 1.9 million in 201l.

New Life For 98-Year-Old Yard

Harry T. Williams Lumber Co., Torrance, Ca., has added two key executives to its management team and, effective May 31, will change its operating name to Blue Ox Lumber Co. Blue Ox Lumber will retain its Torrance facility and set up a larger Southern California production facility in mid-2007.

Lonnie Schield. former head of The Terry Cos./Stock Building Supply, has joined HTW as chairman of the board.

Bob Erskin, previously general sales manager for Stock's Southern California division, is new as vice president of sales.

General manager Jason Fraler has been promoted to chief operating officer. Matt Ogden remains president and c.e.o.

Founded in 1909, HTW was acquired by Ogden and an investor group in May 2005.

Schield and Ogden are also principals of Building Materials Partners, LLC, a Los Angeles-based merger & acquisition advisory firm specializing in the building industry.

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Harold Stanton has been appointed pre sident ancl c.e.o. for Pope & Talbot. lnc.. Portland. Or. Lionel Dodd has been elected non-executive chairman. They replace outgoing president, chairman and director Michael Flannery, who will lrssirt u ith the trunsititln as an advisor until June 30.

Mick Winakur has retired from Universal Forest Products. Windsor. Co.. after l4 years with the company and ,ltl in the industry.

Doyle Cawthon has joined Kruse Enterprises, Albuquerque, N.M.. as a sales and markcting rep.

Dave Lund, ex-Ra1'onier International Wood Products. is new to distribution and rnill sales iit Wclco Lurnber Co., Tumwater, Wa.

Greg English has been namcd director of western national accttunts for Snavely Forcst Products. Dcnver. Co.

Howard Ashment has retired after 3l years with Trio Forest Products, Mesa. Az.

Thomas Lindquist has been named executive v.p. and chief opcrating olficer of Plum Creek Timber Co.. Seattle. Wa. Henry K. "Hank" Ricklefs has been promoted to v.p. of Northern resources ancl ntatnufacturing.

Patricia M. Bedient has been named executive v.p. and chief financial officer of Weyerhaeuser Co.. Federal Way, Wa. She succeeds Richard J. 'l'aggart. who is retiring this month. Norm Denney was appointed v.p.-Canadiirn forestlands, rcplacing Tom Holmes. who is now v.p.-Southern timberlands.

Skip Beddow. distribution sales mgr.. Hampton Lumber Sales. Portland, Or., has rctired aftcr 25 years with the company.

Eric Stout, ex-Home Depot, is now assistant sales mgr. at Capital Lumber. Tacoma. Wa.

John Stone, cx-Capital Lumber, is now an outside sales rep at Taiga Building Products' Sanger/Fresno. Ca., office. Troy Felder has becn promoted to EWP sules mgr. in Rockland. Ca.

Kerry King has retired after 27 years with Seattle-Snohomish Mill Co.. Snohomish, Wa., and 35 years in the industry.

Tom Angel. ex-Taiga Building Products, has joined LP Building Products, as market developrnent rngr. fbr Southern California. Shannon Mott has relocated from Texas to serve as market development representative in San Diego. Ca.

John Bowen, OSB product mgr.. Boise Building Materials Distribution. Boise. Id.. retired April 13 after 30 yearrs with the company.

C NOSST I MBERS-

Jim Shepherd, c.e.o. and president, Canfor Corp., Vancouver, B.C., will resign following the company's general meeting May 4.

Thomas Kreig has been appointed interim chief financial officer for Ironclad Performance Wear Corp., Los Angeles, Ca. He replaces Thomas E. Walsh, who has resigned.

Ken Fishbein and Mona Zinman have been appointed co-chief executive officers of PrimeSource Building Products, Carrollton, Tx., succeeding the late Charlie Choi (see April, p. 99). Tom Kato replaces him as chairman of the board.

Tom Ridge, former U.S. secretary of homeland security, and Angelo Mozilo, Countrywide Financial , will not seek reelection to Home Depot's board of directors.

Dave Brown will retire later this year as president and c.e.o. of Owens Corning. He will be succeeded by Mike Thaman, currently chairman of the board and chief financial officer.

Betsy Ward has resigned after two years as executive director of the Hardwood Foundation, to head the USA Rice Federation. Government affairs rep Grace Terpstra is serving as interim director.

Dale Silverman, executive v.p., will retire in February 2008 after 14 years with the Association of Woodworking & Furnishings Suppliers, City of Commerce, Ca. He will be succeeded by Angelo Gangone, currently v.p. of trade shows.

Bruce W. Brooks has been named group v.p. and president-consumer products group of power tools & accessories for Black & Decker Corp. He succeeds Thomas D. Koos, who has resigned to become president and c.e.o. of Jactzzi Brands Corp.

Tom Cassutt, ex-Mapei Corp., has joined Bonsal American, as director of R&D. Johnsie Beck, president of Sakrete of North America, adds the title of executive v.p. of sales for Bonsal American. Bob Huddart is now national accounts mgr.; Todd Stiffler, sales mgr., building materials independent group; Kathy Rudolph, v.p. of sales, construction materials East, and Kevin McFadden, v.p., construction materials-product manasement.

Richard Manoogian will move from c.e.o. and chairman of Masco to become executive chairman. Timothy Wadhams, senior v.p. and chief financial officer, will become c.e.o. Alan Barry, president and chief operations officer, will retire in early 2008. Bob Terhune was promoted to v.p. of operations for Masco Builder Cabinet Group. Keith Allman is now president of Masco subsidiary Delta Faucet, replacing Reinhard Metzger, who has resigned. Herb Eaton, Minton's Lumber & Supply, Mountain View, Ca., is

recovering after brain surgery to treat a clot caused when he accidentally struck his head.

Tom Tomjack, chairman of North Pacific, Portland, Or., received the North American Wholesale Lumber Association's Mulrooney Award during the group's recent executive conference (photo coverage in next month's issue).

Jim Shorts is the new fitness coordinator at Mungus-Fungus Forest Products, Climax, Nv., according to co-owners Hugh Mungus and Freddy Fungus.

Galming GUStom0nstGts and otnet highaintenanoe clients

Bv Kate Zabriskie

fT'S been over 20 years since lMadonna I'irst sang about being a "material girl in a material world," and since that time. women and men throughout the nation have become more demanding of businesses and what they expect in terms of service. Some attribute this age of the highmaintenance customer to businesses' inability to get qualified help, and in some cases this is true.

However, product and service customization, competition and "the customer is always right" have helped create more than a few high-maintenance "customonsters" that over time.

may be more work than they are worth to your business.

To endure demanding customers and give your employees the tools they need to successfully manage that audience, there are several actions you should take when planning your service strategy and tactics.

l. Determine what you will and won't do to satisfy customers. If you will take back tires even though you are an exclusive clothing store, fine. If you will only do it fbr your "platinum" customers. that's fine also. The point is, you must have rules in place.

Otherwise, you are headed fbr a path of inconsistency and dissatisfaction. To kick off your planning, answer the following questions:

Are there some customers we would rather not have? Who are they?

How much abuse do I expect to take or expect my employees to take from difficult customers? Am I willing to be yelled at? Called stupid, incompetent. etc.?

What special accommodations will I make to satisfy the demanding when they are justified in complaining rurrl when thev aren't'l

Train your employees on the rules you have put in place. Be prepared to visit and revisit this step several times. Turnover and other circumstances will affect your need for training. Furthermore, effectively dealing with customonsters is not always an intuitive process. One training session is usually not enough. Practice, practice and more practice make for better service.

Your training should include most if not all of the following information:

. Teach your employees to explain your processes to your customers to align their expectations with what you can realistically deliver. "Mrs. Smith, I understand that you want to transfer your money from this CD to another investment vehicle today. However, the new investment vehicle will not be available for another week. On top of that, you may lose money by doing this transfer. When this new investment vehicle is available, we will call you immediately and let you know. In the interim, here is another plan that might be better suited for your needs."

Remember to remind employees to stay calm and not to yell, no matter how angry the other person gets.

. Keep the focus on the problem, not the person. If the customer is unhappy that you don't have a service or product available today, keep the conversation about what services or products are available, what you can substitute, and any discounts that you may have.

Tell your employees not to let the customer make this personal by answering rhetorical questions such as, "Do you have any idea how this is going to make me look if I don't get this product today?" If your employees take the bait. there's no winning.

"Miss Jackson. I'm sure it's not a big deal if you don't get this product today." Don't make presumptions about what the customer will be happy with. A better statement might be, "Miss Jackson, although it's not perfect, I do have a similar product that is available today, that you might want to try."

Give employees a Plan B. If the customer is not happy with an employee's efforts, have someone else. such as a manager or supervisor. who the employee can direct the customer toward. If you don't do this and employees don't know what to do, all bets are off as to what you might get. Do yourself a favor and don't leave Plan B up to chance.

n O. Recognize and reward employees who handle difficult and demanding customers well. It's impossible to expect employees to make the right decision l0o7o of the time. However, if they know you are watching and that you treat every mistake as a learning opportunity, you are more likely to get the best out of your staff.

4. N"u". embarrass or yell at your employees in front of customers, and don't immediately assume that the customer is giving you the full picture. Customonsters feed on negativity. The last thing you want to do is reinforce bad behavior by communicating

through your actions that abuse is okay-even if you have decided that you will take a fair amount from the customers yourself.

5. tf utt else fails, consider freeing your customonsters by suggesting other businesses that they might find more suitable. But remember, most of the time you should be able to satisfy your customers, if you have solid processes in place, act professionally, and follow up on any promises made.

- Kate Zsbriskie is founder of Business Training Works, Inc. She can be reached at (301) 934-3250 or via www.busine s s traininpw o r ks.c om.

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How to measure the customer experience

65f I.JKE this place," Bubba said, shoveling another Ifresh-from-the-oven chocolate chip cookie into his mouth. "I don't know why. I just do."

"Because we offer service with a smile," Randi beamed from over the counter, her expression making the point.

"Nope, that's not it," Bubba answered, pouring himself another cup of hazelnut coffee. "Say, did you know you're out of that Harvest Spice Cinnamon Latte?"

"Perhaps it's our everyday low prices?" Randi asked, ignoring his question.

"Nope. That ain't it, either," Bubba replied while checking his email. "Besides," he said, raising an eyebrow, "Y'all aren't all that cheap."

Randi persisted: "Quality of our products?"

"Naw. You've got the same products as everyone else." Bubba took a candy bar from the complimentary snack area and tore off the wrapper. "I can't put my finger on it. But,I do like this place. I just don't know why."

About the PEF

What Bubba struggled to identify-what he couldn't "put his finger on"-is a phenomenon called the Personal Experience Factor.It's the measurement customers mentally use to score a business transaction.

The idea behind the Personal Experience Factor, or PEF, is simple. If you make a purchase in a store and the experience is exactly what you expected, then that transaction would rate a five on a scale of one to ten. The experience was ordinary; satisfactory, but not exceptional. On the other hand, if you felt the experience was less than satisfactory, let's say the salesperson was rude or the wait was long, then you would rate the PEF lower, maybe a two or a three, depending upon your level of frustration with the

By Mike Dandridge

entire transaction.

Corporations spend millions trying to move the needle upward on the PEF meter. It would be easy, if it was about just one thing. But, it involves a multitude of concerns. Some carry more weight than others, but all of the factors add together to determine the business' total PEF scorecard.

Just as corporations and shareholders have become more and more concerned with financial metrics, they now seek ways to measure performance. The challenge is how to quantify something as elusive as the PEF. After all, measuring a "customer experience" is by its very nature a subjective task.

Indeed the idea seemed impossible-until now. Independent research has uncovered 30 key "contactpoints" that a customer mentally checks off-consciously or unconsciously-during a typical sales transaction. By shaping these 30 contact-points into a survey, we can effectively measure the PEF. Though this isn't a precise methodology, it is useful for revealing the areas where a business can improve the customer experience.

30 Critical Points of Contact

Using a one-to-10 scale, l0 being exceptional, score what your customer would experience at each of these 30 contact-points.

1. Parking. Clearly striped, minimum S-ft.-wide spaces; designated space(s) for disabled; parking lot and sidewalk clean and free of trash: curbside heisht wheelchair access.

2. Sigttage, exterior. Clearly legible from main traffic flow; all sign lights operational; font and logo consistent with other business materials.

3. E.tt.unce accessibility. Clearly marked, doors in working order; accessible to disabled, all entries into the branch accessible; no doors with "Wrong Door" signs; extra points for automatic doors for exiting with materials.

4. Ho.r.s of operation. Open for optimal convenience of customers; hours posted and large enough to be visible from vehicle.

5 . C"itit g. Acoustic tiles, unbroken, stain-free; if ceiling is painted, clean and fresh; air exchange, louvers, retum air grills, clean and painted.

6. I-igttting. All operational, no burnouts; no dark spaces in customer areas, appropriate use of accent lighting; no glare at eye-level.

7. Merchandising. Enough inventory to fill shelves and/or wall displays; ease of selection and availability; stock not on the floor; kiosks and displays in working order, easy access between fixtures.

8. Acoustic signature. Easy to talk and to hear; music is intentional, subtle, and appropriate for clientele; background noise (phones, intercom, conversations, etc.) is minimal.

9. Saler materials. Brochures and catalogs accessible and organized; professionally printed, comprehensive and understandable; spec sheets; competitive cross references; business contact information provided on all publications.

10. Cteantiness. Displays dusted; clean baseboards; free of cobwebs; all horizontal surfaces free ofdust.

l-1. tr'tooring. Hardwood, polished; carpet, vacuumed, no traffic wear patterns; cement, clean, good traction; tile or laminate, clean, unbroken; flooring is comfortable for standing and walking; no chips, bumps, or tears that could trip customers.

1,2. Restrooms. Available to cus-

tomers; paper and soap dispensers filled; clean, fresh, easily identifiable, private and comfortable; graffiti-free.

13. Point-of-sale terminals. Conveniently located throughout the sales counter.

14. Identifiabte labets. Product labels describe features and benefits.

15. facmging. Product presented in attractive packaging convenient for customer to handle.

16. Sigttug", indoor. Exits clearly marked; departmental signs visible; no handwritten signs.

17. Op"nness. Overall appearance establishes a feeling of trust, as if to say, "We have nothing to hide;" no signs that say "Employees Only," "Do Not Enter," or, my favorite, "Customers Not Allowed."

1,8. rloo. plan. Interior design layout logical for customer engagement; if store is pan of a chain, floorplan is consistent with other locations.

L9. Pac" of business. Length of transaction-from selection to purchase-meets or exceeds customer's expectations.

20. nugr. Sturdy enough to carry products; clearly marked with business contact information.

21.lnteractive displays or product demos. Models that customers can "try before they buy."

22. voic.. Business personnel speak in a pleasant tone that suggests an attitude of cheerful helpfulness; bilingual staff where a large portion of customers speak different language.

23. .q,tti.e. Staff easily identifiable; dress code to standards determined by business owner; matches or exceeds customer expectations.

24. tdequate number of counter salespeople on hand to offer customers personal attention.

25. Professionalism. Individual staff members are empowered to do what's necessary to serve customers.

26. Sates language. Sales staff comfortable making suggestions to buy and selling up when appropriate: don't speak jargon to customers.

27. Yri"irg policy. Pricing structure clearly understood by all person(Please turn to next page)

SERVICES "OUTSIDE THE BOX'

PRODUCTS

- Dick

Ert.127 - Renee

Ext.162 - Brad

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Ext.222 - Greg

Ext.224 - Scott

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Scheduled Truck Runs, VMI Programs, Monthly, Quarterly, Yearly Pricing Programs, Cut-To-Size, Just-ln-Time Delivery, One-Stop-Shopping, Experienced Sales Staff, Warehouse, Direct and Reload Sales.

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Measure Customers' Experience

(Continued from previous page ) nel and easily accessible to customer.

28. Customer business center. Separate space for customers to access computer, fax, phone and other business peripherals; Internet access; WiFi or Ethernet available to customers.

29. Wurranty or Guarantee. Posted information regarding a customer's options when dissatisfied with product/service.

30. fne Wow Factor. Anything that is surprising, interesting or fun;

examples: popcorn machines, gourmet coffee, complimentary beverages, television, free food, popular magazines, word puzzles, trivia questions, video games. Get the idea? Be imaginative.

Bubba Likes It

Yesterday's "breakthrough" becomes tomorrow's old news. To deliver a powerful customer experience requires constant innovation and risk-taking. In the near future, companies will add Personal Experience Factor improvements to their annual budgets and set aside hard dollars to build a better experience. Is this really necessary? Only if you want to outgrow your competitors in the next decade.

Don't take my word for it. Type "customer experience" into your favorite search engine and you'll discover a muscular beast emerging into the service arena. It's destroying the companies who don't "get it."

The story at the beginning of this article is true. By periodically measurins the PEF at the counter sales area, this branch continually found ways to build a better experience for its customers. Besides the

fresh baked cookies, gourmet coffee, and free WiFi, you would also find in this counter sales area, a customer break room, Etch-A-Sketch drawing toys, and "Tavern puzzles" to occupy customers while they wait for their order, and a small refrigerator with cold beverages for "Customers Only."

No wonder Bubba likes it. There's always something new-over the counter.

Personal Experience Factor Scorecard

125 and below: Qualifies for Extreme Counter Makeover.

126 to 150: Congratulations! You're average.

151 to 200: Above average is good.

201 to 249 Well done. Exceeding customers' expectations. 250 and up: High five! Model Sales Counter.

- Get your own PDF copy of the Personal Experience Factor Scorecard at ww w.hi ghv o lta g epe rfo rmanc e.c o m. M ike Dandridge is a sales trainer, speaker and author of Thinking Oustide the Bulb. F1e can be reached at (254) 624-6299 or md @ t hep e rfct rmanc epro .c o m.

Motivating the unmotivated

By Francie Dalton

Commanders: Results oriented, aloof, bossy and not terribly tactful, Commanders need to be in a position to take initiative. Delegate substantive assignments to them, and employ a hands-off management style. Articulate the desired result, and then stand aside and let them figure out the "how to's." To motivate the Commander, link what you want them to do to how doing so will improve order, control, or results. Most importantly, understand that the Commander wants to be valued and validated for his ability to overcome obstacles, to implement, and to achieve results.

in the workplace. They can be critical of others in public and often communicate using demeaning, condescendirg tones, or biting sarcasm. Attackers view themselves as superior to others, conveying contempt and disgust for others.

fF YOU'RE frustrated in your lefforts to elicit the best from each of your subordinates, chances are it's not that they can't be motivated, but that the wrong methods are being used to motivate them.

The secret is to package what you want from each individual in a way that makes them want to deliver for you. There are seven classic work styles, each of which is motivated differently: Commanders, who need conffol; Drifters, who need flexibility; Attackers, who need respect; Pleasers, who need to be liked; Performers, who need recognition; Avoiders, who need security, and Analyticals, who need certainty.

Here's how to use this knowledge to better motivate your staff.

Drifters: Free spirited and easy going, disorganized and impulsive, Drifters are virtually antithetical to Commanders. They have difficulty with structure of any kind, whether it relates to rules. work hours. details or deadlines.

To motivate the Drifter, delegate only short assignments and ensure assignments have lots of variety. Provide as much flexibility as possible, including what they work on, where they work, with whom they work, and the work schedule itself. Drifters want to be valued and validated for their innovation and creativity, their ability to improvise on a moment's notice, and their out-of-thebox thinking.

Attackers: Angry and hostile, cynical and grouchy, Attackers are often the most demoralizins influence

Granted, these folks aren't exactly the most lovable of employees, but you do need to be able to motivate them effectively. Start by identifying what they're really good at, and then put them in positions of using or imparting that knowledge in ways that don't require much actual interaction with others. Value and validate the Attacker for his ability to take on the ugly, unpopular assignments no one else wants to touch, and for their ability to work for long periods of time in isolation.

Pleasers: Thoughtful, pleasant and helpful, Pleasers are easy to get along with. They view their work associates as extended family members and have a high need for socialization at work. Unable to handle conflict, Pleasers can't say "no" to the requests of others, developing instant migraines or stomach problems to escape having to deal with negativity.

Motivating Pleasers is pretty simple and direct-just let them know how doing whatever you ask will make you happy. The more difficult thing is to manage their tendency to subordinate what's best for the company to the maintenance of relationships. To manage this, you'll need to continually stress the concept of the

(Please turn to page 58)

Motivate the Unmotivated

(Continued from page 58)

"greater good." Value and validate Pleasers for the way they humanize the workplace, and for their helpful, collaborative work style.

Performers: witty and charming, jovial and entertaining, Performers are often the favorite personality in the workplace. They're the first to volunteer in public venues, and the last to deliver on their promises. Performers can also be self-promoting hustlers who use others as stepping stones on their path to stardom. They'll also avoid accountability for any negative outcomes by distorting the truth and blaming others.

Motivating the Performer requires that you link recognition and other incentives, such as high-profile assignments, to improved teamsmanship. Value and validate your Performer for his ability to establish new relationships, and for their persuasive and public speaking skills.

Avoiders: Quiet and reserved, Avoiders are the wallflowers of the world. They create warm, cozy nest-

like environments and prefer to work alone. They fear taking initiative, and shun increased responsibility because of the attendant visibility and accountability. They'll do precisely what they're told-no more, it's true, but no less either. Avoiders will sacrifice money, position, growth and new opportunities for the safety of status quo.

Motivating the Avoider requires that you always provide detailed instructions, in which the Avoider will find safety. Don't expect to be successful in pushing this fear-based individual toward increased responsi- bility. Value and validate your Avoider for his reliability, meticulous attention to your instructions, and for getting the job done right the first time, every time.

Analyticals: Cautious, precise and diligent, Analyticals are the personification of procrastination. This sometimes incapacitates them in times of urgency. Their ability to multi-task mentally results in poor eye contact and flat intonation. They scrutinize the ideas of others and anticipate all that could go wrong, which creates an inaccurate impression that they're

negative. They're ill at ease socially and prefer that all communications be written or electronic-not in person.

Motivating the Analytical requires that you give him time to complete each task before assigning another, and that you demonstrate and articulate respect for data and for the analytical function. Value and validate your Analytical for his commitment to accuracy and ability to anticipate and evaluate risk far enough in advance to allow risks to be reduced.

The "one-size-fits-a11" cookie cutter approach to motivating others doesn't work. Instead, you must customize your methods to each individual you manage. Doing so allows you to access your staff's discretionary energy-that which they aren't required to exert, but may want to for those who employ these tips.

- Francie Dalton is founder and president of Dalton Alliances, Inc., a business consultancy specializ.ing in the communication, management and behavioral sciences. She can be reached at (410) 7150484 or via www .daltonalliances .com.

!qmily lness The cousins' perspective

By Craig E. Aronoffand John L. Ward

I^OUSINS and the world in which they grow up are \.zvastly different from siblinss and the world that shaped thim. These different condtions have a profound impact on family dynamics and on how cousins can most effectively own and run a business together. Consider the following:

Siblings have more shared experiences than cousins do. Siblings generally grow up together in the same household and share the same set ofparents. Cousins aren't subject to the kind of intimacy that brothers and sisters share. Cousins grow up in separate households and have different sets of parents.

Brothers and sisters are likely to experience that intense phenomenon known as "sibling rivalry." Patterns of behavior developed at an early age can haunt their adult relationships. As one man in business with his older brother complained, "I'm 40 and my brother is 44, but there are times when suddenly I'm l0 again and he's 14." Nevertheless, strong feelings of kinship exist between siblings and they look out for one another.

While there's less rivalry among cousins, there is also less of a sense that "we have to take care of each other." But cousins have the opportunity to enjoy friendships with each other that are unencumbered by the shared and often "loaded" childhood experiences of siblings.

While siblings may stay geographically close, work in the business together, and share similar values, cousins become more diverse. Many leave home and settle into other communities. Values and points of view diverge,

influenced by the spouses that the cousins bring into the family. Some cousins may join the business, but most typically make different career choices.

Not everyone in the cousin group feels the passionate commitment to the business that nearly everyone in the family had in the founder and sibling stages. Some cousins may not even wish to be owners of the family business.

Diversity and loosening family ties in the cousin generation pose two major challenges: how to build shareholders' voluntary commitment to the family enterprise and how to hold the family together.

Changing Conditions

The changes that take place in the family as it moves from siblings to cousins result in changes in the family's business as well. Here are some key examples:

In the sibling stage, most or all of the family members work in the business. But in the cousin generation, proportionately fewer family members are likely to be employed in the business. Many of the cousins may not have the skills needed by the business or may simply wish to pursue careers in other fields.

Family members usually hold the top business leadership positions in the sibling generation. In the cousin stage, there's a higher probability that non-family executives will rise to c.e.o., chairman or other key posts.

In the sibling generation, all or nearly all the family members serve on the board. In the cousin generation, however, there are more family members than director slots. In many instances, the family has moved to strengthen the board by adding talented, independent directors.

The family enterprise most likely began as one business. By the time cousins arrive on the scene, it may well have evolved into a complicated portfolio of subsidiaries and independent businesses with interlocking ownershipdifferent corporations or partnerships owned by various configurations of the family.

Equal treatment of family members is often a key to success in the sibling stage. Siblings may inherit equal shares of the business, have equal pay, and have an equal voice in decisions. By the cousin stage, treating everyone the same is typically no longer realistic or viable. Compensation is more likely to be based on market rates and merit. Additionally, some cousins may inherit larger ownership positions than others. While equality may help siblings to avoid conflict, forcing equality on cousins who bring different skills and talents to the family business can

lead to the very conflict that equality was suppose to avoid.

A Cousin Collaboration

All the differences described above have implications for how the family is organized and for how the business is managed in the third stage. A sibling partnership was the center of the family organization and of business leadership and ownership in the sibling generation. Now that the family and the business are both larger and more complicated, the family must move toward a different form of teamwork and leadership. We call it the "cousin collaboration."

We like the word collaboration because it has such a positive connotation. The definition of collaborate is "to work together." The keY to a cousin collaboration is that it is voluntary. Each of the individuals involved is making a conscious commitment to work together with the others toward certain agreed-upon goals.

In a true cousin collaboration, the cousins come together because it's something they want to do. TheY aren't coerced by their parents. And while they may be influenced by their history and the legacy that the business represents, they don't feel bound by their history and that legacy. They also know they have the freedom to opt out. By this time, the family has probably given deliberate attention to liquidity issues and drawn up guidelines whereby family members can sell shares.

A goal of the cousin collaboration is to make remaining an owner so satisfying that opting out is rare. Maintaining the commitment of shareholders is important because doing so helps to hold the family together and retain financial and leadership resources for the business. It represents the next generation of the healthy familyftrealthy business paradigm necessary for family business success.

- Dr. Aronoff and Dr. Ward are cofounders and principals with The Family Business Consulting Group Inc., Marietta, Ga.; (800) 551-0633. Dr. Aronoff can be r e ache d at aronoff@ efami lybusine s s.c om. Dr. Ward can be reached at ward@efamilybusiness.com. Reprinted with permis' sion from the Family Business Advisor, a copyrighted publication of Family Enterprise Publishers. No portion of this article may be reproduced without per' mission of Family Enterprise Publishers.

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How to protect your best accounts from the competition

By Dave Kahle

l-IUESTION: Because of the slow\]down in my market. my comperitors are trying to gain business anywhere they can. They are more active in my good accounts then ever before. How can I protect my good accounts from the competition?

Great question. This is a major threat to your business. The Paretto Principle, also known as the 80/20 rule, dictates that for most salespeople, 20Vo of their customers produce 80Vo of their revenue. If that is true for you, it means that losing one of your good accounts to the competition

(Please turn to page 64)

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Protect Your Best Accounts

from pa ge 62 ) can be devastating to your business. That should be enough reason for you to give special time and thought to this question.

But losing a good account impacts your business in additional negative ways. The individuals within your good accounts are typically those people who provide you special insights into what your competition is doing and what is happening in the market. Lose one of those good accounts, and you lose some of that special insight.

Your good accounts are the first places you take your new products and services. They provide you ready acceptance and honest feedback for your new offerings. You hone your presentations and sharpen your approaches because of the feedback provided by your good accounts. Lose one of them, and that special function they provide is also gone.

And then, of course, we all knew that your good accounts are the places where you make the greatest financial return for your time invested.

So, it pays to think more deeply about how to vaccinate your good accounts from the competition's enticements. Here are four proven strategies to help you withstand competitive onslaughts.

1. Deepen and broaden your relationships.

It is difficult for your good friends to take their business away from you and give it to someone they don't know or trust as well. Not that it can't ever happen, but if you have great relationships with the key people in your good

accounts, if you have turned them into friends and not just business acquaintances, you'll put a layer of protection between you and your competition. So, you need to focus on turning the contacts in your good accounts into friends by deepening and broadening your relationships.

To deepen the relationships means that you work at enabling the key people within your good accounts to know you and your company better. Take them to lunch, go to a ball game together, create an opportunity for them to meet your spouse and vice versa. Turn them into friends.

Extend the relationship to include the rest of your company. If possible, bring a number of the key people in your good accounts into your facility to meet some of your company's other employees. Take your boss, operations manager, and customer service people into the account to meet them. The more comfortable they are with your company, the more of your people they know, the less likely they are to seriously consider the enticements of a motivated competitor.

To broaden the relationships means that you make sure that you know more of the key people within your key accounts, and that they know you. Be methodical. Make a list of all the important contact people within a good account. Then carefully evaluate the state of the relationship you have with each of them.

If there are important people who don't know you, fix that quickly. Make sure that you have positive relationships with your key contact's boss, and the boss's boss. Work as high up the hierarchy as possible.

While the depth and breath of your relationship isn't a

(Please turn to page 72)

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UBC Credits Remodelers

United Building Centers is offering a new consumer-financing program in partnership with Sales Finance, a division of GE Money.

The credit program is available through UBC's 172 locations in the Midwest and Rocky Mountain states and offers both installment and revolving credit options.

"Over the past 152 years, we've continually grown our business by evolving as the needs of commercial and residential consumers change," said Dale Kukowski, UBC's president. "This partnership with GE Money is another example of our commitment to bring valuable tools to our customers."

"As the new housing boom slows, more homeowners are making improvements to their existing homes, either as a do-it-yourself project or by working with a remodeler," said Bruce Christensen, v.p. and general manager-home improvement industry, GE Money.

Formerly named GE Consumer Finance, the company provides private-label credit card programs, mar-

keting, installment lending, service contracts, and financial services for national and regional retailers in more than 20 industries.

UBC is a subsidiary of Pro-Build Holdings.

SIM0NTON WINDOWS' oresident. Mark Savan (left) accepts the 2006 Outstanding Corporate Supporter Award from Johi Gonsalves (right), president and founder of Homes for Our Trooos.

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Listening: The skitl of master closers

By James Olsen

fF WE listen to our customers, they will tell us how to lclose them. Many of us are so intent on what we are going to say or on ih" details of our deal, that we miss what our customers are saying.

How can we better listen to our customers?

Prepare our call. When we prepare our call, we don't have to worry about what we are going to say next, so we can concentrate on what our customers are saying. The grand majority of the salespeople I work with that struggle do not prepare their calls. Because they are not prepared, they spend a lot of their time thinking about what they are going to say. Because of this, they cannot give their full attention to what their customers are saying. Buy signs are often subtle and will be missed when we are thinking about our next sentence.

Follow up on ttthrow awayt'comments. Many times our customers will answer our initial, "How are you?" with "I'm fine, a little tired, but fine, what are you selling today?" The "a little tired" comment june seem like a throw away, but it is not. Our customers want us to follow up on it. They might not even know they have made the comment. Salespeople tell me they can't get customers to open up and talk to them. It can be difficult to get a buyer (who takes calls from many salespeople all day) to open up. When we follow up on throw-away comments, they will.

Follow up questions with questions of our own. Many times a customer will ask us what we did over the

weekend. So many of us take this opportunity to blah, blah, blah about our weekend. Don't. We should give a brief answer about our weekend and then ask our customers about theirs. We june have a customer who never opens up ask us, "Does your kid play soccer?" When we hear this question, we can be sure our customer's kid does, so follow up by asking if our customer's kid plays soccer. You can bet their kid scored the winning goal over the weekend.

Match our customer's words and phrases. Listen to the words and phrases our customers use, and use them when we speak with them. This will make communication and closing easier. If our customer says, "James, I need a load that will fit my inventory like a party hat" when we come back to close we say, "John, I've got a load that is going to fit your inventory like a party hat." (Whatever we do, we don't correct the pronunciation of our customers !)

Match the rhythm and the volume of our customer's speech. When we match the rhythm and volume of our customer's speech we will get in sync with them. Do they speak quickly? Then we speak quickly. Do they speak slowly? Then we slow down. If our customers speak in a soft voice, and we speak too loudly, we will make them uncomfortable. If our customer is a loud speaker and we speak in too low of a voice this customer june think we don't believe in our product.

Relax while our customers are speaking. So many of us listen as if we had a taxi waiting with the meter running. Our customers can feel this tension, and when they do, their communication with us will be stilted and cut short. Remember the last time you were in front of a good listener? They make us feel that they have all the time in the world to listen to what we have to say. If we project this to our customers, they wlll want to talk to us. They wlll want to tell us everything that is on their mind.

Pause before responding. When we jump on the end of our customer's sentences, we send the message that what they said has no bearing on the conversation. We send the message that all we are there to do is get the order and move on to the next one. We must pause and consider what our customer has said before saying what we have to say.

Our customers' speech is the window into how they buy. Remember the following formula (and sell more!):

The way our customer talk = the way they think = the way they listen = the way they buy.

- James Olsen is principal of Reality Sales Training, Portland, Or., specializing in sales training for the lumber industry, and host of The Sales Doctor Radio Show (www.salesdoctor.biz). He can be reached at james@reality-salestraining.com or (503) 544-3572.

Historical Improvements

Dealer updates with a nod to the past

f fILLS Flat Lumber's new store in IIGrass Vallev. Ca.. has a stone facade that refleits the area's Gold Rush past. But inside are state-of-theart improvements that will help the 86-year-old business compete with big boxes down the road.

The company's old Grass Valley store closed Sunday, April 15. At 6:30 the next morning, business got underway at the new, improved store.

Costing $10-15 million, the new structure has 30,500 sq. ft. of retail space, including a dedicated area for

contractors and developers.

Another 14,4OO sq. ft. is devoted to offices, with 18900 sq. ft. of lumber storage at the back of the buildingcomplete with the latest automatic stacking equipment. Outside are two more storage buildings with automatic stacking technology, covered to keep the lumber out of the weather.

The goal of the new location was to have everything needed to build a house, at a single location. "You know what it boils down to is how few stops you have to make," said Jeff Pardini, who runs the 86-year-old family business with his brothers Kennan and Jason and brother-in-law Dave Caddy.

Other improvements include a I,000-sq. ft. coffee bar and cafewhich opened May l-that is located next to the 10,000-sq. ft. outdoor nursery.

"It's all about saving time and money," said Jeff. "Now our contractors don't have to stop one place for coffee and something to eat, and another for materials."

During the approval process, planning officials praised the new store's "historic and beautiful" design and its concern for the environment. To com-

OUTDOOR NURSERY, located next to the cafe, continues the mining design.

plement thc old-rnir.re design ancl conserve wirtcr. onl\' native lanclscaping was installccl. With the help of local cnvironr.nentalrsts. Jcfl' Parclini also rcstorccl a Sierra rret nrcuclon on thc propL'rt)'.

Innovltions such as groirnrl soLlrcc qcothcrnral hcating. high cl l'icicncl' lighting. irnd skr'lights lLrc crpcctctl to cut utility' costs ncar'lr' 50','i Thc tunrily ulso nruv install u solar l)o\\'cr svstcnr. alr-carll in r.tsc at tlrc corlpltnr''s scconcl stolc irt Coll'ax.

"lt's rcallv inrpoltunt lirr- busincss es Io l00k irl ltlle t'ttrrtirr'\'tl('tr]\ sourccs.' saicl Jeff. "Thcv nrat cost a little nrore upflont. but thcl save ener-gv and nroncr'. It makcs linancial scnsc ancl it's goocl for the cnr ilunmcnt."

When Jeff's -rlanclfather. Eduard J. Pardini Sr.. started \\'orkins at a local sau'mill. -golcl minirtg \\'as still common in thc arca. In 1921. he and his partncr boLrght thc sari nrrll und soon uclclccl t\\o nrofc mills. to supply tin'rbcr lil' thc nrir.tcs. honre construction. ancl thc bLrilding of flunics thut hrrrtrlltt \\irl('r' lo lltr' Lnrri rttL rtt'err.

ln thc 19.50s. thc clclcl Par.dini solcl thc rrrills und opcncrl lr stolc thal ol'f'crcd lcntal cquipnrcnt antl solcl

hurclwurc uncl bLrilrling ruutcriuls. no. I'r'c bccrt rn'orking thcrc sincc I Iror now. thc lirrlily'hls no pluns to uus -1 \'cuts olrl.'" said .lcl'l'Purclini. "ll scll thc olcl tlills Flat propcrtr'. "Hcck \\c cillr. uc'rc soitts 1rt ltatts onto it."

RETAIL SPACE is large enough room for product displays and everything needed to build a house. to save time and monev for both homeowners and contractors.

Protect Your Best Accounts

(Continued.from page 64 )

foolproof vaccination against your competitors, it goes a long way to assuring that your good account will keep you informed of what is happening. and will probably give you an opportunity to respond to any especially appealing enticements. It's step one in protecting yourself from the competition.

2. Close any open doors. Your competitors will be looking for ways to gain a foothold in your accounts.

They'll search for cracks in the door that they can wedge into greater opportunities. Beat them to the punch by eliminating any opportunities. Carefully examine these issues:

(a) Pricing.

It is not at all unusual to find that some prices in your good accounts have crept up to the point where they are not nearly as competitive as they may be in other places. Review your prices, and make sure that your margin increases haven't put you in an awkward position. You may have to

reduce some pnces to prevent a competitor from making you look bad.

(b) Problems.

There may be some unresolved, lingering problems in your account. And. while they may not seem important to you, they provide an opportunity for your competitors to turn them into an opportunity for them.

Are there products that need to be returned? Invoices with discrepancies that need to be resolved? Items that need to be picked up? Training that was to have been done and never got scheduled? Information you were supposed to obtain for someone that you never did?

You've got the idea. If there are any unresolved problems in the account, a good competitor will find them and exploit them to his advantage and your disadvantage.

(c) Products.

You may have some product weaknesses that you competitor can exploit. For example, you may have available this year's version of some

standard product. But your good customer is happy using an earlier version. You've never seen any reason to try to convert them to this year's model, when they are perfectly happy with last year's.

However, last year's model may not stand up favorably to this year's version for your competition. In that case, you may look bad when your competitor brings in this year's hot new product and compares it to an older model that you are supplying. Shame on you. You should have detailed your version before your competitor got the chance.

3. Bundle up your products and services.

You may be selling 10 different items to one of your good accounts. Rather then continue to sell those ten as separate issues, package them together and write a contract that addresses all of them as a package deal. Get your good customer to acknowledge the package. That way, if your competitor tries to pick out one of the items you're selling, they can't because the price and service on one item impacts the others. The more you can bundle items together into

packages, the more difficult it is for your competition to dislodge you on one of those items.

4. Formally communicate your value.

Big Creek Lumber Co.

During our almost 60 years in the redwood business, Big Creek has developed a reputation for being a reliable supplier of high quality lumber. We produce a wide range of grades and dimensions, custom cut timbers, pattern slock and fencing. Order full, mixed or partial truckloads.

Arrange for quarterly meetings between your good customer's key people and you and your boss. At these meetings, bring reports detailing aspects of your service, how much money you've saved that customer, the training you've done, the information you've provided, etc.

Don't be afraid to identify other areas that you could impact in the same way. This formal reporting raises your position in the customer's eyes from that of being just a vendor, to that of a valuable partner. This separates you from the competition, and makes it less likely that your customer will be attracted to someone else.

While none of these strategies are guaranteed to put an impenetrable wall around your good accounts, the wise combination of them will make penetrating one ofyour good accounts an extremely difficult and frustrating project for your competitors. Sometimes the best strategy is a good defense.

- Dave Kahle, the "Growth Coach," is a consultant, trainer and author ofTen Secrets of Time Management for Salespeople. He can be reached via www.davekahle.com or at ( 800) 331' 1287.

Follow fhe fleet Phoenix wholescrler uses gPS lo conlrol lrucking cosls

IRIVERS at the Huttig distribution t-, center in Phoenix, Az., can hardly wait to see their latest monthly performance report.

Each month, DC general manager Erik Nagli posts the report on a bulletin board in the employee breakroom. Drivers hover around it like college students outside a lecture hall after their professor posts final exam

grades. The report shows each of their performances in several categories, including miles per gallon, overengine revving, and long-term idling.

Huttig Building Products is a national wholesale distributor of millwork and other building products. The company operates 42 distribution centers across the U.S., including the Phoenix location, which supplies mill-

Quolity Weslern Cedor Products

work and building products to professional dealers. home improvement centers, and manufacturing facilities throughout Arizona.

The Phoenix center operates a fleet of 16 Class 8 Peterbilt trucks-eight new Peterbilt Model 386s and eight Peterbilt Model 387s, and one Class 7 Peterbilt Model 340. Hurtig leases the trucks through the local Paclease franchise, Rush Enterprises. Drivers leave the distribution center around 2 or 3 a.m. to deliver products to the centers and facilities at the start of their business days.

Nagli's driver performance report is a product of a new fleet management tool called PacTrac, which Huttig had installed late last year in its leased trucks. PacTrac is an innovative telematics system powered by PeopleNet Communications, Chaska, Mn. It uses GPS technology, a reliable network of more than 100 wireless carriers, and an Internet connection to deliver real-time data from customers' vehicles.

Nagli says the report helps drivers recognize how their driving habits compare to company expectations. It offers him a way to reward those drivers who achieve the best results and to encourage improvement from those

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"In the first month, we had five drivers who got better than 6 mpg," Nagli says. "In the month of December, we had 11 drivers north of 6 mpg."

Nagli says the installation of PacTrac was part of several changes that the Phoenix DC made last year to reduce operating costs, improve productivity, and provide better service to customers. Starting in October of 2006, the DC implemented routing software that could track invoices and products and assign them to individual trailers in order to optimize payloads and distribution schedules. After implementing the routing software, the DC turned on the PacTrac system in its Paclease tractors.

The center also started using a fleet safety program developed by San Francisco, Ca.-based LandSonar, Inc., called SpeedGauge. It monitors how fast drivers are driving and compares that to actual posted speed limits. If drivers go over the posted speed limit, the program records the incident and at the end of the day emails a report of all speeding incidents to Nagli.

"The experience from all of these changes has been absolutely incredible," Nagli says. "Our fleet has slowed down, which is huge from a safety standpoint since it will result in fewer accidents."

Through such operational changes, the center witnessed a 2OVo drop in delivery costs to $l 15,000 per month at the beginning of2OO1.

"We like to measure our business on transportation costs as a percentage of sales," he says. "Historically, those costs have been about 4Vo of sales. Our goal is to operate into around the high 2s, and with the kind of results we're seeing so far, I think we're well on our way."

Nagli says the savings came about from four different results PacTrac provided. Drivers got live access in the cab to engine performance. They reduced their rates of speeding. They operated their trucks so that their engine RPMs stayed below 1,800 more often, he adds. And, perhaps most importantly, the drivers reduced their rates of long-term idling.

Since the system keeps track of when the truck is started and when and where it stops, among other things, Nagli knows when and where his drivers' delivery schedules are delayed. "Before we implemented PacTrac, there was really no way for us to show our customers that delaying our drivers means a reduction in our ability to provide them timely deliveries," he says.

Also, the system allows the center to automate the process of filling out driver logs. Each driver no longer has to spend an average of a half-hour each day filling one out, saving about eight hours a day. The results of the system have convinced the company to install a GPS telematics system in every company truck in 2007.

Nagli says as impressive as all of those results may sound, what really pleases him is that the Phoenix center can lease and operate a fleet of trucks that offer his drivers first-class comfort, safety and reliability, and lend his company a first-class image. "Now we have a fleet of Peterbilts that are top-of-the-line models and top-of-the-line equipment," he says, "we've increased driver pay, and have new driver uniforms. As a result, our turnover rate for the last six months has dropped to l1%o. The savings and the driver productivity and satisfaction we've realized with Paclease are outstanding, but the ultimate payoff of these new efficiencies is that they allow us to offer our customers a better overall service experience."

Galifornia Toughens Wood Resin Rules

The California Air Resource Board has approved stringent restrictions that will require manufacturers to reduce formaldehyde emissions by nearly 60Vo in all wood products manufactured, sold or used in the state.

"There is no safe threshold for this carcinogen, and we know how to eliminate it," said Harry Demorest, president and c.e.o. of Columbia Forest Products, an Oregon-based manufacturer that began making ply-

wood without formaldehyde in 20O2.

Scheduled for phase-in between 20 l0 and 20 I I , the new rules are even stricter than those in Europe and Asia. "California will have the most stringent standard in the world for wood resin products," said Catherine Witherspoon, executive director of the state air board.

Under the new rules, manufacturers would have to obtain third-party certification, maintain compliance records, and provide labels indicating compliance with the law. The regulation also would close California markets to low-cost, chemically laden wood imported from Canada, China and other parts of Asia. Wood importers, however, questioned how compliance from manufacturers in other countries would be ensured.

Widely used in adhesives for wood veneer, plywood, and other construction materials, the chemical has been shown to cause throat cancer. respiratory ailments, and other problems. Demarest said the new standards are a "tremendous victory" for those who work with wood products.

Valerie Cavazos, who handles sales at California Panel & Veneer Co., Cerritos, Ca., agreed: "Formaldehyde is bad. We don't want it in our homes, and we don't want it in our stores. They did it with all the other chemicals, so why not this?"

Cavazos, who has worked at the company for 2l years, said she had suffered headaches and burning eyes from formaldehyde fumes. "It is not healthy, believe me," she said. Today, California Panel carries mostly formaldehyde-free wood products to satisfy requests from consumers seeking environmentally friendly products.

Some manufacturers fear that the new standards will force them to use more expensive wood glues and lead to longer processing times. "All this leads to additional costs," said Wade Gregory, president of SierraPine Ltd., based in Roseville and one of two particleboard manufacturers in California. "These costs would have to be passed on to our customers or we simply go out of business."

Columbia Forest Products' Demorest countered: "We think the industry will be able to comply with no additional costs. We sell our product for the exact same cost" as veneer containing formaldehyde.

Weyerhaeuser Refocuses Log Yard

Weyerhaeuser's log sorting yard in Aberdeen, Wa., has switched from serving the domestic market to exclusively supporting the overseas market. "The action is being taken to align our operations with existing market conditions," said spokesperson Kristen Sawin.

The company's large log sawmill in Aberdeen was shut down a year ago and a new sorting yard is being constructed in Olympia. Yet Sawin said the changes in Aberdeen were necessitated by "market conditions" and the slow housing market.

Log trucks will now be taking their loads directly to Weyerhaeuser's mills. "We will not be diminishing the harvest levels," said Sawin. "We're just changing the flow and reducing an extra step in the handling process."

Arlington Hardware Upgrades

Arlington Hardware, Arlington, Wa., is adding more parking and building a new,larger store.

"With Olympic Avenue being revitalized and access to the city's parking lot in doubt, we decided it is a good time to move ahead with our plans," said Taylor Jones, who owns the store with father Mike and brother Carson.

The three decided that the best plan was to build a new lumber shed at the front of the property. Then the old shed, built in 1939, could be dismantled to make way for a larger parking lot. The last phase will be construction of a new store building.

"We are excited about the changes and what they will mean for our friends and customers," said Taylor. "We are sure folks will appreciate the new parking lot."

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E: Diana@jhbaxter.com

www.JHBaxter.com

BOISE (contlnued,); (1)Frank Elfering, Fay Salim, Michael Rawls. (2)Jerry Foster, Chris Thoman. (3) Jim Ball, Ray Miller, Ron Bert. (4) Russ Landreth, Tom Carpenter, Ryan Mitchell. (6) Bryce Thurgood, Steve Thurgood. (8)

Robin Steffens, Sheni Kirby, Nancy Smith. (5) Larry Miller, Mike Bergfeldt. (7)Greg Stout. (9)Charles Lam, Matt Swanson. (10)Rich Geary, Tom Hoffman. (11)NASCAR driver Mike Bland, Boise branch mgr. Mike Bland.

Globalization

( C ontinued from page 22 )

ties to utilize the timber?

The hidden message in all this is a looming fiber shortage that is only now dawning on the usual analysts, but was quite apparent as long ago as 2005 for those with a global perspective and the ability to understand how these trends could affect local conditions. The signs were already there. Europe, until the temporary reprieve created by the latest storm, was in the throes of one of their worst log shortages in history. Combined with strong demand from their home markets and the oil-producing regions, the producers were hit with a30-40Vo increase in log costs over the last year. And with the new Russian export tax. it will eventually get worse. Chinese producers, very dependent on Russian softwoods from the Far East. have the

same problem. Their raw material costs have skyrocketed by 70-l00vo in the same time period.

Think it won't happen here? Think again. The fiction of an eight-year cycle on the B.C. beetle killed log is only now being debunked. According to the latest reports coming from the University of British Columbia, once the pine logs die. there is on average a one to two year window to harvest and cut before sawmill yield becomes unmanageable. Many mills in Washington state are dependent on the B.C. coast for up to 3OVa of their log supply. This is one reason why Iog prices in the West have remained stubbornly high.

What is the industry reaction to this? In many cases it is to build more sawmills. Whether in Germany or Washington, the mentality seems to be the same: cut costs, use deep pockets, and be the "last man standing." In other words, more pressure on the

same fiber basket.

A local distributor or dealer june be thinking, how does this affect me? My business is distribution and there will always be lumber out there! Here is how: When housing recovers (hopefully by 2009), the U.S., which accounts for 2O7o of worldwide softwood lumber demand, will once again be the global driver. In the absence of large supplies from either central B.C. or Eastern Canada, shortages are inevitable.

Will Europe or South America come to the rescue? European imports will depend on the home markets and Japanese demand as well as log costs and exchange rates. Don't count on Russia, as its problems with transportation infrastructure and Chinese demand will keep them from making a material impact any time soon. South America will be a supplier, but for non-structural products only as its super-fast-growing cycle does not allow the local softwoods to gain the fiber strength necessary to make construction lumber grades.

If you are still unsure of these trends, think about the big players who are buying timberland all over North America and taking it private or creating REIT's. These are very shrewd people who see what is coming and want to be positioned to take advantage of the higher prices. The "TIMO's," as they are called, are even now making an impact on log prices in the Northwest. Visionary operators are buying mills in the U.S. South because that is where the fiber will be in the future.

Compounding these difficulties will be the growing market for biofuel raw material. There is technology coming very soon that will make it much quicker and cheaper to break down wood fiber into the elucose

compounds needed for ethanol refining. Wood pellet plants seem to be springing up everywhere. even in China.

So, how does this affect you (the dealer/distributor) and what can you do about it?

Iislrs:

. Shortages invariably force consolidation.

. Construction lumber will be more difficult to buy, especially for the smaller players.

. Prices will be much higher as China and others compete for raw material in the global marketplace.

. Higher prices over the long term lead to alternate products.

Possiile $tlategies:

Develop strong relations with suppliers who have the strategies and the financial wherewithal to change with the times.

Follow supply and demand trends closely, especially in Russia, China and the B.C. Coast to give you a heads up on looming shortages.

Always keep an eye out for new products and places to find those products, whether it be Tacoma or St. Petersburg. If you do consider importing, it is important to do your homework as to species, grade, etc., especially from China.

Think "outside the box" every day. Many of the old methods will become obsolete, and it is never too soon to think about the future.

If you use a consultant, find one who is not long on statistics and short on accurate conclusions. And like the general who is fighting the last war, many try to shoe-hom past trends into new ones that have a totally different dynamic.

My timeline for these events is around 2009. Even if my forecast is a month or a year off, the trend is almost inevitable. Right now too many in our industry are (understandably) not thinking past survival mode. But while you are "sweating out" moving that 4 million bd. ft. of overpriced inventory in your yard, it is also important to look ahead, as the future will be here sooner than you think.

- Mr. Krier is a 3O-year veteran of the lumber industry. Formerly president o.f Stora Enso Timber US. he is now pre.sident of JLK Global Inc. You can contact him at john@jlkglobal.com.

Siding That's Stood the Test of Time.

If Paul Revereos house, sided with cedar, has withstood Boston's elements for over 300 years, think of how great Mary's River Western Red Cedar will perform on today's home. Mary's River's precision milling, quality control and outstanding sales support ensures succe.ss with any cedar project.

Mary's Rlver Lumber Co. 4515 NE Elllott Clrcle Gorvallis, OF 97330 Toll Free 8fit-523-2052 Fax 541-752{143 www.marysrlverlumber.com

DOMESTIC SALES:

Jerry Long, Michael Parrella, Bruce Keith, Janet Pimentel, Pete Ulloa, George Parden, Vince Galloway, Steve Batick, Chris Hexburg.

INTERNATIONAL SALES:

Nestor Pimentel, Oscar Portillo,

products

Composite Railing

Symmatrix Classic Elegance series railins has been introduced in white and f-our complementary colors by Dow Building Systems.

solid stains that allow consumers to change the color of their composite decking.

- Please visit www.cabotstain.com

Quattro Composites

New 4" channeled composite deck olanks from CorrectDeck can be used witn tne company's hidden fastener system.

CX Quattro looks similar to tropical hardwood deck planks, but is engineered to resist stains and fading. Microban antimicrobial protection keeps out mold and mildew.

The collection includes l3 contemporary geometric and organic styles crafted from vitreous china that resists staining, discoloration and fading. Colors include white and biscuit.

- V i sit www .b r i g g splumbin g.c om

Recyclable Mortar Bags

Laticrete International now packages all its mortars, thin-sets and grouts in recyclable plastic bags.

Made from wood flour and PVC resin, the railing reportedly is weather resistant, easy to install, and requires no sealing. painting or staining.

- Please call (866) 583-2583 or v is it www .dow symmatr ix.c om

Composite Gare System

Cabot's deck care products promise to restore, protect and add beauty to composite decks.

Five colors are available: cedar, mahogany, merlot, coastal gray, and cottage green.

- V isit www.corcectde c k.com

Counter Cultured

Stylo above-counter vessel lavatories from Briggs Industries create focal points in bath and powder rooms.

The new bags have a non-slip bottom and reportedly are durable, puncture and moisture resistant, and will not rip or leak from the bottom.

- Please call (800) 243-4788 or visit www.lat ic re t e .com

Redesigned Elements

Elements composite decking has been redesigned by TAMKO Building Products, with stronger, more durable boards, a grain surface pattern, and a sculoted undersurface.

The concentrated. oowdered cleaner is formulated to resist dirt and mold. A range of decking stains are available, including semi-solid and

Offered are two lengths-16' and 20' - plus three colors - Cape Cod gray, redwood, and weathered wood.

- V isit www .e I ement sdeckin g,.com

Lift & Slide Doors

Kolbe's Lift & Slide doors are designed for expansive, easy-to-operate openings.

The doors can either nest behind one another or recess into a pocket opening to disappear completely from view. Folding door panels fold back against each other to create a door openlng.

All styles are available in energyefficient options, numerous panel configurations, a variety of finishes and interior wood species, and accessories to coordinate with any d6cor.

- Please call (800) 955-8177 or visit www.kolbe-kolbe.com

Enduring Posts

Endurance PVC-clad porch posts from Railing Dynamics are now available with either a standard base kit or the newly engineered wind uplift base kit.

Beautiful Header

A new 1.7 hem/fir glulam header from QB Corp. is engineered to be strong and lightweight, yet is beautiful enough for exposed applications.

Another improvement is the specially designed PVC gasket added to both kits, to prevent corrosion of the base plate when used with ACQ-treated lumber.

Three load-bearing options are available, in white, beige or sand posts in 4" and 5" sizes.

- Please call (877) 420-7245 or visit www.rdirail.com

Available widths are 3-l/2 ft. and 5-Il2 ft., in lengths up to 60 ft.

The product reportedly is available without long lead times and is easy to install.

- Please visit www.qbcorp.com

Vinyl Doors & Windows

Montecito vinyl windows and patio doors from Milgard are designed for new-home construction.

Right Stuff Doors

Therma-Tru's Classic-Craft and Fiber-Classic doors are now available prestained and prehung.

Its new FinishRight process offers a complete door system that reportedly has consistent color and finish. Stain choices include mahogany, walnut, cherry, medium oak and English walnut.

- Please contact (800) 537-8827 or visit www .thermatru.com

Decorative Panels

Panels from Canfor Panel & Fibre are deeply embossed for the look and feel ofreal brick and stone.

The series is reportedly engineered to meet Energy Star requirements in all climate zones. A frame depth of 3ll4" and a l-318" setback of the integral nail fin make installation easy.

New SmartTouch locks allow onetouch operation that engages when the window is closed.

- Please visit www.milgard.com

Lively Deadbolt

The Turner deadbolt from Safety by Design has a rotating metal collar that allows locking from the outside with one quick, keyless turn.

The product comes in six finishes and is available as a single deadbolt or as a combo pack that includes a deadbolt and tubular doorknob.

- Please call (877) 349-0306 or visit www.turnerlock.com

The look of brick is replicated in a choice of four colors on 4 ft. by 8 ft. panels.

Panels with the look of stone come in two patterns and four colors.

- For more information, please v is it www.pane lwoods.com

Deco Glass

Decorative glass windows from Hy-Lite come in casement and awning styles with heavy-duty hinges and latch hardware.

The operable windows measure 29"x29" and have low-maintenance vinyl frames in either white, tan or driftwood colors.

Better Spread

Glidden Spred paint has been reformulated for easier application, superior coverage, improved color accuracv. and nationwide VOC compliance.

A new color-coded label identifies the sheen of each product and the rooms or surfaces it is best suited for.

Coastal Look Tile

Eliane's new Labrador porcelain tile was inspired by the look of natural stone found along the Atlantic coast of Canada.

The irregular-edged tile is offered in 18"x18" and l2"xl2" formats plus a collection of tumbled mosaic decorative oieces.

Both the craftsman and spring flower patterns can be ordered with nickel or black caming that accentuates the beveled and etched design.

- Please contact (877) 712-4013 or go online at www.hy-lite.com

Fiv^e natural colors-noce brown, copper, beige, ocean blue, and forest sreen-are suitable for both residenIial and commercial applications.

- Contact (972) 481-7854 or visit www.elianeusa.com

A new addition to the interior line is Super Washable Flat, designed for high-traffic areas such as mudrooms, hallways and kids' bedrooms.

- Please visit www.glidden.com

Quiet Panels

QuietBrace sound-deadening structural sheathing from Temple-Inland combines structural support and outsidenoise reduction in one product.

Panels are available two thicknesses, in 4-ft. widths and 8-, 9- and l0-ft. lengths. They can be installed with either nails or staples.

- Call (800) 424-23I I or visit www.templeinland.com

Fresco Look

Affresco glazed porcelain tile from Mediterranea presents the look of Italian frescoes.

Field tiles are 20"x20",13"x13", 1O"x2O", and 6"x6". Two bullnoses-3"x13" and 4"x20"-are available. as are

2"x2" mosaics mesh-mounted on 13"x13" sheets. Colors include Venice (beige), Florence (gray), Verona (gold), and Rome (terracotta).

- Please call (305) 445-6200 or go online at www .m e dit e r rane a - us a.c om

?erfect cVlarr ing eLUIIIBER LOE EXOTIE,"

Hidden Deck Fasteners

- anil -

EXOTIC IIARDWOODS & COUPOSITES

LUMBER LOC EXOTIE*

Manufacturens of 20 million bd. ft. monthly of 2x4 thru 2x12 in lengths 6' thnu 20' in White Fin o Douglas Fin o SPF-S o PP

Pnoducing 2,OOO,OOO bd. ft. monthly of 5/4 & 6/4 Ponderosa Pine Shop and 4/4 Pine Boands

State-of-the-Ar t Headrig Mill

Contact Sheldon Howell

Yakama Forest Products

3191 Wesley Rd., White Swan, WA 98952 rel. (5091 874-1163

Fax 509-874-1 1F2 . www.Uakama-forest.com

The only hidden deck faslener that allows for expanslon and contractlon on the LENGTH AND WIDTH that naturally occurs on all exotic hardwoods

Elimlnates pre-drllling

Designed to work with all types of woods, wood composites, and plastic lumber

User frlendly and cost efflclent

Reaistant to oils, salt, insects, many acids & chemicals

Manulactured by:

KK Mfg. Co., !nc. 4915 W. 120th Place

Overland Park, KS 65209 (91 3) 908-944s wwwlumb€rloc.com

Dlstrlbutor Inqulrles welcome

Distributed by: Northcoast Euilding Products 1468266thAve. Surrey, 8.C.. Canada V3S lzg 604-s97-8884

Distribul,edby: Holbrook Lumber Co. POB5229 Albany,NY122()5 (800)8s3-338r3

Respecting the forest, honoring the past, building the future.

Prairie Doors

Simpson's Prairie French doors bring natural light and craftsman design to interior spaces.

Thicknesses of 1-3l8" and l-314" can be specified in widths ranging from2'6" to 3'6" and heights of 6'8", '7' and 8'. Matching sidelights come in widths of I ' 1 '2" l' 4" and I '6".

Consumers can choose from Douglas fir, western hemlock, American red oak, maple and cherry-9r custom order in almost any wooq specles. -

Stylish Cabinets

Capistrano cabinets from Timberlake complement both contemporary and arts and crafts interiors.

Options include overlay doors with 3" frames, decorative three-piece drawer fronts, and a variety of colors, finishes and glazes.

- Please visit www.timberlake.com

Heavy-Duty Drill

Metabo's 112" hammer drill can drill holes up to 314" in concrete, 5/8" in mild steel, and l-112" in softwood.

The ergonomically designed handle can be rotated to counteract the

torque of the tool when drilling into hard materials.

- Please contact (800) 638-2264 or visit www.metabousa.com

Greener Adhesive

DriTac's 9200 FasTac wood-flooring adhesive contains zero VOCs for green flooring projects.

The high solid, wet-lay adhesive reportedly also inhibits the growth of

bacteria and mold, requires no flash time, and is ideal for installing all kinds of engineered-wood flooring.

- Please call (800) 394-9310 or visit www.dritac.com

Give Decks Some Space

Deck2wall Spacers from D-ecks Unlimited create a space between deck ledgers and siding, reducing the risk of moisture build-up.

Made of injection-molded, fiberglass-reinforced polypropylene, the spacers are 2-112" in diameter, 5/8" thick and accept up to a 5/8" bolt. Their three countersunk attachment holes keep the spacers in position during installation. To use, simply fasten the spacers to the ledger with

Easy to install

No splinters, hammer nrarks

Saf'er more durable deck

No unsightly screws

. Splices and joints can be made without splitting

Calvanized, Stainless Steel and Powder Coated track

Prevents rotting at screws or nails

Eliminate naillscrew 'pop-ups' creating a longer lasting deck

screws or nails through the attachment holes prior to fastening the ledger to the structure

The spacers are either installed directly over siding or used in combination with flashing. They can also be used on stair stringers, shade structures, railing posts, fence posts, and free-standing decks to provide additional lateral support.

- Please contact (888) 577-2237 or go online at www. deck2wallspacer.com

Hollow-Core Deckinq

Bestdeck composite decking h-as a non-slip face with a hollow-core design.

Email

DISTBIBUTORS

. Various grades and widths

. Prompt, on-time delivery

. Consistent in grade

. Mixed truckloads

Each board is reversible, with a traditional woodsrain pattern on one side and a contemporary etched desis-n on the other.

Both the 5"x6" and 2"x6" boards are offered in three colors: Nantucket gray, Sedona red, and Chesapeake sand.

- Please contact (315) 696-5339

Itb not the only way to build a deck... but possibly the BEST!

Screws sure each deckboardfrcmbelow

HBi,9T $,;H?ji',jlhilli'hl#'ilu'ijlB;'lij

LOS ANGELES Hardwood Lumberman's Club enioved its annual Day at the Races April 1 4 at Sdnia Anita Park, Arcadia, Ca. (1) Walter Ralston, Dennis Johnston. (2) Gale & Judy

Bohnhoff, Brooke Sustata, Michael Bohnhoff. (5) Dan Bohannon, Dale Bohannon. (6) Becky Johnston, Dennis Johnslon. (7) Jack & Gerry

IMillikan, (8) Sean, Jeff & Dylan Johnston, (9) (Back) Linda & Mike Long, (fronf) Steve Long, Deeanna Hernandez.

ploce

Rates: $1 per word (25 word minimum). Phone number counts as I word, address as 6. Headline or centered copy, $8 per line. Private box or border, $8 each. Column inch rate: $50 camera-ready, $60 if we set type. Send ad copy to Merchant Magazine,4500 Campus Dr., Ste.480, Newport Beach, Ca. 92660, Fax 949-852-0231, dkoenig@building-products.com, or call (949) 852-1990. Make checks payable to Cutler Publishing. Deadline: I 8th of previous month.

To reply to ads with private box numbers, send correspondence to The Merchant Magazine, c/o the box number shown. Names of advertisers using a box number cannot be released.

GANAHL LUMBER COMPANY iS replacing its contractor sales manager in Anaheim due to retirement and is adding the postion in Los Alamitos in response to growth. We are interested in speaking with individuals that have a demonstrated record of success in contractor sales and sales management. If you are interested in pursuing this opportunity, please contact us at: salesmanager@ganahl.com.

GANATIL LUMBER COMPAITT

1220Easr Ball Rd., Anaheim, Ca.92805

LAS PLUMAS LUMBER & TRUSS CO., LLC. Are you looking to find a career with a company that has excellent benefits including Medical, Dental and Vision coverage? Available positions include, but are not limited to, Accounting, Credit, Design, Dispatch, General Office, Operations, and Sales. Fax resume to 95 l-685-41 95.

EXPERIENCED LUMBER TRADER

WANTED

Great opportunity for experienced trader with steady accounts.607o commission split for trader. Any product line. Relocation not necessary. Excellent office support, great credit, and financial strength. Call John at (623) 566-'7100, Lakeside Lumber Products, for confi dential discussion.

EXPERIENCED LUMBER TRAT'ERS WANTED.

We are Hardwood and Softwood log and lumber wholesalers with offices in the United States and Canada. We're seeking sincere, experienced lumber traders who have a view towards the long term. Work INDEPENDENTLY from your part of the country, OR from our offices in the Toronto area. This is an excellent opponunity with a well€stablished company. We enjoy an OUTSTANDING financial and marketing reputation. For complete details of our interesting and rewarding program. please phone Bob wilson lN STRICT CONFIDENCE. we'll also invite you to speak with one of our current trading partners.

SEEKING EXPERIENCED rep for wood products in Western U.S. Fluent Spanish preferred. 401/k, insurance, expenses. If you can sell. we should talk: steve@atlaslumber.com. (909\ 59r-9442.

BOARD RACKS

Stock/display boards vertically up to 16'long

Divider system uses heavy arms for compartment storage 1'800-992-2824

uqrtes

Gordon Wilbur Tripp, 89, former owner of Natron Plywood, Jasper, Or., died March 29 in Eugene, Or.

The longtime lumberman also owned and operated AllAmerican Stud Co.

Byron Dean Jennings, 47 , veteran lumber trader, died April 2 of cancer in Gresham, Or.

Over a 2}-year career, Mr. Jennings worked as a lumber trader for numerous lumber companies, most recently with Buckeye Pacific, Portland, Or., until 2004.

Elrnus "Bud" Beck, 88, longtime Pacific Northwest lumberman, died April 21 in Eugene, Or.

Mr. Beck served in radio maintenance in the Army Air Corps in Guam as well as the Mariana Islands durins World War II.

He then operated his own logging company before working for 10 years in Georgia Pacific sawmills and 15 years at Kimball's Eugene, Or., sawmill, which later became Bohemia Lumber.

Logging Veteran Crushed At Site

A 72-year-old man who had worked for Freres Lumber Co., Lyons, Or., for more than 50 years died April 12 after being hit by a log truck.

Vernon C. Christensen was working as a flagger for Freres when a truck crushed him as it backed up on a remote logging road near Oregon's Silver Falls State park. The vehicle was driven by co-worker Edwin D. Wallace.

Sheriff's investigators ruled the incident accidental, believing that Christensen was in the truck's blind spot and probably did not hear the truck over the noise of nearby

equipment.

The Oregon Occupational Safety and Health Division and the Oregon Department of Forestry are conducting their own investigations.

L-M Equipment Innovates For S0th

L-M Equipment, Bumaby, 8.C., has been manufacturing cross-cutting systems for the forest products industry since 1957. The company recently introduced a new machine and improved another.

The new I-Cut can be used for cutting studs, I-joists, structural components, and other lumber products. It has a cutting capacity of 20 to 60 ft. and longer, precision linear bearing guide system, and multiple package loading for increased production.

"The I-Cut was developed to fill the gap between higher- and lower-end machines we already make,,' said Rick Weihs, president. "We wanted to offer a wider range of affordable systems for smaller and medium size customers."

Another product, the Verticut multi-trim saw, now includes barcode scanning for automated cutting-in addition to an automatic measuring system.

Unlike other saws that require a three-man crew, the Verticut requires just one.

In order to meet increased demand for its oroducts. L-M plans to open a new 21.000-sq. ft. plant on t.S acres in Cloverdale, B.C. "We're just getting permits now,', said Weihs. "The plant is scheduled to be completed by the summer of 2008."

9onderosa & S,rgu, Sn"

Sn.*rr"" &ou. . SGmtock

Oougtas ttEtrite Sr

{ftro*ood . 9ywood

uide

ARCATA / EUREKA / FORTUNA ..(707) 444-9666 ..(707\ 822-1779

Britt Lumber Co. ...,,.

Simpson Timber Co.........., .(707) 268-3000

BAKERSFIELD

Pacific Wood Preserving of Bakersfield ........(661) 833-0429

CLOVERDALE

All-Coast Forest Products .,,..........................(707) 894-4281

Redwood Empire..... .....\707) 894-4241

SALINAS

Bio Creek Lumber Co. (Davenport;...............(831 ) 457-5024

Bid Creek Lumber Co. (Paso Fobles).,,.. ......1800\ 479-7922

Bid Creek Lumber Co. {Santa Cruz).............(831) 476-3800

Bi6 Creek Lumber Co. (Watsonville)....... ......(800) 342-2770

FORT BRAGG

Holmes Lumber Co., Fred C. ...,.,.,................(800) 849-0523

FRESNO DMK-Paci1ic.,.,......... .....1559) 225-4727

North Pacific............ (559) 994-1393

orePac Buildinq Products......,,.,...............,,..(559) 291 -9075

Siena Forest Pioducts (Terra Bella).....,,,.,,..(559) 535'4893

iLevel by Weyerhaeuser........,,............,...,.....(800) 292'0704

MODESTO

Bio Creek Lumber Co. (Atwater/Merced) ......(209) 356-1 433

Coinrad Wood Preserving Co. ....,..................(800) 499-2662

Thunderbolt Wood Treating (800) 826-8709 (209) 869-4561

LOS ANGELES AREA

Berkot Manulacturing C0..,,................,.,........(323) 875-1 1 63

Bl\rlD(Northridge).. ...........,,....... ..,,.. (qgg)qqz'|qg1

Calitornia

llonu & C:nmr Cluronun

REDDING / REO BLUFF

Gemini Forest Products..,..........,.,., .. . ...(530) 223-7440

Pacific Wood Preservin9..........,.,.,................(530) 824-9400

Shasta CascadeForest Industries, Inc. ...,....(530) 243-0500

Sierra-Pacific Industries ........,.,.,............,......(530) 378-8000

siskiyou ForestProducts ...(800) 374-0210 (530) 938-2771

West'ern Woods, Inc. ...........,,..................,.....(800) 822"81 57

SACRAMENTO / STOCKTON AREA

Abel Building Materia|s...............,. ....(209) 46&3683

Arch woodProtection ...,....... ....,.(530) 533-7814

BMD...,..,,,............,. ..,...(800) 356-3001

Calitornia Cascade Industries.......................(916) 736-3353

California Lumber Inspection Service............(209) 334-6956

capitar lumber ...............,.,(20s) 946-1200 (q6g) 91q"??99

Cabitol PlVWood...... ......(916) 922-8861

Cohrad Wood Preserving.........,.,..................(800) 499-2662

Holmes LumberCo., Fred C, (Marysville).....(530) 743-3269

Baxter, J,H...........,.. (530) 938'4408

Kelleher Corp. (Roseville),.,.,.,,.............,,......(91 6) 788-0900

Lausmann 1umber..........,.............,...............(800) 626-1233

Lumber Assn. ol California & Nevada...........(916) 369-7501

M&M Builders Supp|y................ . .................(209) 835-4172

OrePac Building Products..,.,.,......................(916) 381'8051

Siena Cedar Products 11C,.,........,...............(530) 741-8090

SierraPine 1td..............,.,.,..(916) 379-2260 (8771 722'6534

siskiyou Lumber Products..(800) 6e5-0210 (gqg) qqq1991

stockton wholesale .....(209) 946-0282

Taiga Forest Products ........(800) 348'1 400 (91 6) 624-4525

universal Forest Products......................... ...(209) 982-0825

Waldron Forest Products,..,.,............,,,,.........(91 6) 966-0676

Western Wood Treating, Inc.,........................(530) 666-1261

Soutrunl Cnronln

BMD (ontario)........ (800) 4!'49?q

Boise (O.C.)............ ......(714) 255-1949

Boise (Riverside) ........,.,.,...(800) 648'91 1 6 (909) 343-3000

Buildinq-Products.com,...............,,................(949) 852-1990

California Lumber Inspection Service.........,..(714) 962'9994

California Timberline, Inc..,..................,,........(909) 591'481 1

c&E Lumber co..... .....(909) 624'2709

Capital Lumber Co. ......(909) 591-4861

Creatus Wood Products.,....{866) 974-0180 (909) 974-0180

Fontana Wholesale Lumber, Inc...................(909) 350-1214

Great Western Transport...,(800) 347-5561 (909) 484-1250

Hampton Distribution.......,.,.,.................... (949) Zq?'!919

lnland Timber Co.... (909) 783'0470

lnternational Forest Products.........., .,.... (909) 627-7301

Kelleher Corp. (Ontario)..............,.................(909) 635-1560

Kelleher Corp. (Rancho Cucamonga)... ...(909) 476-4040

Kellv-Wriqht Hardw00ds............,.................,.(714) 632-9930

Norfh Padific-so. ca. Distribution..................(800) 647-6747

orePac Building Products.,...........................(909) 627-4043

Pacific Cedar Supp|y...,.,.,............,,.............. (800) 969-9336

Pacific Wood Preservin9...........,,..................(7

Soutttwpt

RENO /CARSON CITY AREA

ARIZONA

Caoitol Plywood...... .......\7751329-4494

ELOY

Arizona Pacific Wood Preserving............,...,,(520) 466-7801

PHOENIX AREA

Anfinson Lumber Sales.........,................,......(602) 237-1 673

Bear Forest Products.........,(888) 382-2327 (602) 41 5-5400

Boise Distribution..............,.(800) 289-9663 (602)269-614s

Capital Lumber Co. ......(602) 269'6225

Huhig Building Products... ,(800) 524-625s (602) 415-6?99

Lumber Products,,,.. .....(520) 796-9663

orePac Building Products...,,.,...........,,.........(602) 272-4556

Universal Foresl Products.,..,............,,..........(480) 961 -0833

Weyerhaeuser Building Materials.....,,...........(877) 235-6873 NEVADA

LAS VEGAS

Lumber Products........

Peterman Lumber.......

Weyerhaeuser Building Materials............

Nevada Wood Preserving............................,(775) 577'2000

Sierra Pre-Finish..., ,... (866) 246'5536

Waldron Forest Products.....,,........................(775) 315-8741

Weyerhaeuser Building Materia|s............,.....(877) 235-6873

ALBUQUERQUE

NEW MEXICO

Boise Distribution........,.,.....(800) 889'4306 (505) 877-8150

Capital Lumber Co.. .....(501)9771???

Lumber Products.... .......(505\924'2270

orePacBuilding Products,............................(505) 345-8135

Thomas Forest Products, J.M......,,.............. (800) 545-5180

Western Woods, Inc..,...................................(800) 61 7-2331

HONOLULU / MAUI

,...(702) 795-8866 ....(702) 430-3433 .....(877) 235-6873

HAWAII

Conrad Wood Preserving....... Kelleher Corp.

.(800) s56-7146 .(808) 833-1802

BEND

guide Plcurc

llonrnwrsr

OREGON

Malheur Lumber Co. (John Day)...........,,......(541 ) S75-1 1 48

COOS BAY / NORTH BEND

Conrad Forest Products......(800) 356.7146(S4t) 756-2595

Coos Head Forest Products..........,,.,............iA00) gzz-SSAA

Warm Spring Forest Products (Bend).,.........(541 ) 5S3-1 148

EUGENE / SPRINGFIELD

Cascade Structural Laminators...,,...........,,.,.(541 ) 726-9836

Coos Head Foresl Products............,.............(800) 343-3398

Forest Products Research Laboratory..........(866) 444-3775

GeminiForesrproducts ... ... EXllXliitli

J.H.Baxter............... ......(541) 689-3801

Lumber Products..... ......(541) 687-0411

McFarland Cascade ......(800) 426-8430

McKenzie Forest Products,

Rosboro 1umber.,...............

Western Woods, Inc...........

Weyerhaeuser Building Materials

MEDFOFD / GRANTS PASS

........(800) 773-9329

........(541 ) 7 46-841 1

,,......(800) 822-81 57

...,...(877) 23s-6873

Allweather Wood Treaters...,,........................(800) 759-5909

Lumber Products.,... ,.....(541i 770-3696

Norman Dislribution Inc..........,,.....................(541 ) 535-3465

Pacific Wood 1aminates.............,. .................1541\ 469-4177

Swanson Group Inc.....,.................................(541 ) 935-301 0

Waldron Forest Products...............................(S41 ) 474-3090

McMINNVILLE i CORVALLIS i SALEM

Capital-1umber.........,.........(541) 223-0020 (866) 898-1 128

Forest Grove Lumber C0...............,...............is09i +zz-stss

Mary's River Lumber.....................,...............lAOOj SZS-ZOsZ

Royal Pacific 1ndustrres.,,,,..............,.,...........(503i 434-S4S0

Weyerhaeuser Co, (Albany).............,,... ........(5411 926-777 1

GREATER PORTLAND AREA

SPOKANE

Boise Distribution (Spokane).........................(S09) 928-7650

Boise Distribution (Yakima)...........................(509) 453-0305

Capital Lumber Co.. ......(509i S92-9670

Colville Indian Precsion Pine Co. (Omak) ....(509) 826.5927

Coos Head Forest Products.,.,... ...................iln) SZZ-zzlS

Lumber Products.... .......(800) 926-8231

OrePac Building Products...............,,............(509i 892-5555

Vaagen Bros. 1umber.....,.,...............,...........(509) 684-5071

Weyerhaeuser Co. ........(509) 92g.1414

Yakama Forest Products....(509) 874-1163 (509) 824-8884

VANCOUVER

Allweather Wood Treaters (Washougal).......(800) 777.8134

BoiseDisrribution... ...-... .......(360i693-0057

Columbia Vista Corp. .............,......................{360) 892-0770

K Ply, Inc................ ..,,,..(800) 426-7017

Savannah Pacific Corp. ......{360]| 254-8248 (900) 980.8540

Rocxv lUloumnru

COLORADO

DENVER

Allweather Wood Products......,.,...................(800) 621.0991

American Institute of Timber Construction...,(303) 792-9559

Boise Distribution... .......{303) 289-3271

Capital Lumber Co. .......(303) 286.3700

Industrial Resources ......(303) 333-0387

OrePac Building Producls...........................,.(303) 3ffi-1300

Riley Creek Distributi0n.................................(866) 568-6710

Western Inlernational Forest Products..........(800) 776-5556

Weyerhaeuser Building Materia|s............ ......1f71) 235-6879

GRAND JUNCTION

Boise Distribution.., .......(970\244-B3Oj IDAHO

BOISE

Adams Lumber, |nc............. (800) 298 - 4222 l'0g) 245-j 7 96

Bodyguard......,........ ......isosi oqs-eaoo

Caffall Bros. Forest products...........,............iA00i s+z-ZOt t

collins Pine c0...................(800)zse-+soo(sos)zzz.r zr s

Hampton Lumber Sales Co.,................,........(SOgi egz-zOgt

KLC Internationat................(866) 552-46As (SOe) OSS-OO8S

LJB Lumber Sa|es .......,,..... (800) 552-5627 (503) 620 -s947

Lewis County Forest Products...........,..........(e00) SgO-gS+S

Louisiana-PacificCorp........................,,........(503)221-0800

1umberPr0ducts....................................,......ia00ig20-ztos

North Pacific............ ,.....(800) 547-8440

OreP_ac Building Products.....,..................,,...(SOS) O8Z-sOSO

Pacific W00d.Preservin9................. ....1503) 843-2122

uumson Lumber...... .....,(800) 445-9759

Thunderbolt Wood Trearing,.......... ..........(SOg) ggO-ggZO

U.S. lvlelal Works...... ........(800) 523-5287 (503) 668-9036

Western Wood Products Association.........,.,isO3i ZZ+-SSZO

Weyerhaeuser Building Materia|s,..,..............(Azz) zaS-OAzS

ROSEBUBG

C&D Lumber Co. (Riddle) ....................,. .......(S4tl 87 4-224j

Herbert Lumber Co, (Riddte)..,,,.............,.,.,..(541j 874-2256

Hoover Treated Wood Products..............,.,...(900) 531-5558

Johnson Lumber Co., D.R,...................... ......641\ 87 4-2291

Keller Lumber Co. ......(541 ) 672-6528

Roseburg Forest Products .....,.............,........ia00j g+z-zzoo

FERNDALE

WASHINGTON

Allweather Wood Treaters............,,...............(800) 637-0992

SEATTLE/TACOMA AREA

APA-Engineered Wood Association....,.,......(253) 565-6600

Boise Distribution (Woodinville)...,....... ..........\425) 486-7 477

Buse Timber & Sates...,,...........,..,,................ia00i sos-zszz

Capital Lumber Co.. .....(2sg\779-5077

Decklok -Bracket Systems..(866) 61 7-3325 (253) 853-8979

Kelleher C0rp...,...... ......(206i 735-5780

Lumber Products..... ......teOOi Ozz-OgOz

lVlanke Lumber C0... ..,.,.(S00j 426-8488

lvlcFarland Cascade .....,(800) 426-8430

0rePac Building Products.............................i2ss) sez-ssoo

Screw Products Inc. .............t888j 898-3306

Simpson Timber Co .......1206\ 224-SOOO

Welco 1umber......,.. ......iS00) Ogt-z+++

Western Wood Preserving Co,........ ........,.....\800) 472-77 14

Weyerhaeuser Building Materia|s........... ...,.,.(877) 2g5-6873

Weyerhaeuser Structurwood......, ...(800) 523-0824

Boise .,..................,, .......(800) 228-081s

Boise Distribulion (Boise)...,,.................,.......(208) 394-7700

Boise Distribution (ldaho Falls),....................(208) 522-6564

Capital Lumber Co. .,,...izOei soz-zsso

!!ahoWood Preserving.,...............................(800) 701 -6837

iLevel by Weyerhaeuser,.,.............,..............,(8Og) 453.8359

Lumber Products.,,. .......(208) 396.3911

OrePac Building Produc1s.......,...............,,....120e) 3+S-OSOZ

QB C0rp...,,,,.......... ...'.120U756-4248

Riley Creek............. .......(208) 263.1551

Thomas Forest Products, J.M.....,...............,,(800) 962-8780

Weyerhaeuser Building [4ateriats............ ......1877) 235-6973

COEUR D'ALENE

Bennett Forest lndustries (Coeur d'Alene)....(208) 664-3299

Braided Accents..... .......i866i 440-9663

ldaho Veneer (Post Falls),.,.........................(200) 773-451 j

LEWISTON

Bennett Forest Industries (Grangeville). Coos Head Forest Products....,.-.......... ,.....{208) 983-0012 (866) 590-0088 (208) 799-3388

BILLINGS

MONTANA

Boise Distribution... ......(406) 652-3250

Lumber Products.... .,,,,.(406) 522-0435

Weyerhaeuser Building Materia|s.,,...............(877) 235-6873

OGDEN

UTAH

OrePac Building Products........,.,..................(801 ) 782.1997

Thomas Forest Products, J.M....,.,...............,iA00) gOZ-gzgO

SALT LAKE CITY

Boise Distdbution... ......(801) 973-3943

BMD..................... ......(801)231.7991

Capital Lumber Co. ......iS0t) +A+.zOOz

Foresl Products Sales ...,....(800) 666-2467 (801 ) 262-6428

Lumber Products.... ......(800) 888-9618

Thomas Forest Products, J.M..............,........(800) 962-8780

Utah Wood Preserving.......,(800) 666-2467 (S01 ) 295.9449

Weyerhaeuser Building l\4ateria|s........,...,.....(877) 235-6873

WYOMING

HULETT Neiman Enterprises ......(866) 466-5254

For more information from advertisers, use the Website in brackets'

FAX to 949-852-0231

Forest Grove Lumber [www.fglcorom]

Fred C. Holmes Lumber Co...........'....'.

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Parr Lumber... ............41

Postsaver USA [www.postsaverusa.com]......... ............49

Railing Dynamics Inc. [wwwrdirail.com] ...................63

Redwood Empire [www.redwoodemp.com] .......'...................Cover II,3

Rio Tinto Minerals [www.riotintomineralscom].............'..........-...'....r3

Rosboro [www,rosborocom] ,..................7

Roseburg Forest Products Iwwwrfpco'coml ......'............'...................55

Seljax International Inc. Iwwwseljaxcom1.......'..........."..........--..........26

Shadoe Track [wwwshadoetrack'com] ......................47

Sierra Cedar Products LLC [wwwsierracedarproductsllccom].......'19

Silk Systems [wwwsilksystemscom] ..........'-..............'77

Simpson Strong-Tie Iwwwstrongtiecom]...........................................-51

Siskiyou Forest Products [wwwsiskiyouforestproducts'com].............61

Snider Industries [wwwsniderindustries.com] --........J2

Stepstone Inc, [nrvw.dekstonecom] .....'.'. ....................80

Sunbelt [wwwsunbeltracks.com] '--..-.........25

Sure Drive USA [wwwsuredriverom] .............. ........."87

Swan Secure Products [wwwswansecure.com] .........21

Swanson Group Sales Co. [wwwswansongroupinccom] ....................45

Taiga Building Products Inc' ,..........................58

TAM-Rail by TAMKo lwww'tam-railcom]..... .Cover IV

Thunderbolt Wood Treating [www.thunderized.net] .'........................86

TruWood [www.truwoodsidingcom] ................-........35

Vaagen Bros. Lumber Inc. [www.vaagenbroscom]....'...'..'................50

Van Arsdale-Harris Lumber Co.......................

Waldron Forest Products ,......................91

Western Red Cedar Lumber Association [www.wrclaorg] .................'9

Weyerhaeuser Co. [www.weyerhaeuser.com]. ...Cover I

Woodfold Manufacturing [www.woodfold.com] -............... 3 7

Yakama Forest Products [www'yakama-forest.com]......'...-.-...........85

0M PBES

The day is long, but on the iobsite your customers can't afford to waste any of it. SilvaStaroprimed fascia and trim costs less than higher-priced cedar and composites. But the way it saves time is even more compelling. sitvastar already comes factory coated with premium 0tympic@ [atex primer* - face, back, edges and ends. plus, our highest grade KD SPF fibre is rooTo usable with virtualty no defects. Finalty, SilvaStar is lightweight, easily cut, nailed and installed; another definite time saver. so your customers can use their day more constructivety, and they will thank vou for that.