Merchant Magazine - September 2010

THE VOICE OF THE WEST'S LBM DEALERS & DISTRIBUTORS - SINCE T922

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CHANGE OF ADDRESS Send address label from recent issue if possible, new address and g{igit zip to address below.

POSTMASTER Send address chanoes lo The Merchant Magazine, 4500 Campus Dr., Ste.480-, Newport Beach, Ca. 92660-'1872.

The Morchant Magazine (ISSN 7399723) (USPS 796-560) is published monthly at 4500 Campus Dr., Ste.480, Nowport Beach, Ca. 92660-1872 by Cutler Publishing, Inc. Periodicals Postage paid at Newport Beach, Ca., and additional post offices. It is an independently{wned publication for the ctail, wholesale and distribution levels of the lumber and building products markets in 13 westem states. Copyrighto2ol0 by Cutler Publishing, lnc. Cover and enlire contents are fullv ootected and must not be reproduced in any manner withorit written permission. All Righb Reserved. lt reserves the right to accept or reject any editorial or advertising matter, and assumes no liability for materials tumished to it.

By Alan Oakes

Do you know how to drive the

people who drive your business?

f wes I 6 vee-es olo and needed to eam money to pay for those saturday nights out on the rtown. So I found my first real paid job selling clothes every saturday aia local men,s store. And I loved it! Apart from the great discounts on the clothes-meaning I never earned anything at the end of the day-I enjoyed the banter with the men and even more with their girlfriends. But the biggest thrill was making the sale. When the summer recess came,I started working there full-time. I discovered I loved selline.

Three years later, after dropping out of college and working ii'accounting, finance and banking, I realized I would never enjoy office life or earn enough .on.y to fulfill all my dreams-including my short{erm goal of affording a car. So I went into real selling, where I knew I could earn better money and, most importantly, a company car. I started in the U.K. with a large U.S. FMCG (fast moving consumer goods) cbmpany and enjoyed the travel, the chase, the sale, and, of course, the car. In fact, I think my second sales job decision was based on getting a better car!

But the reality is that for many of us in selling, we never planned it-it just happened. we may have even seen it as a stop-gap measure till something better came atong. vet somehow many of us find ourselves still in it 20, 30 years down the road. If successful, little else offers the same thrill and same financial rewards. When those commissions start hitting and we see our lifestyles, needs and egos grow bigger, it's hard to walk away.

don'twant todoanythingelse.wemayhatehavrngtopander for a sale, but even if we have been fired for missing a target oi t*o, we still expect ourselves to be motivated and as bright as a button after that fifteenth ,.No" of the iay. Whatever we end up doing, we always need to know how to sell. Even in my c.e.o. iobs. I couldn't wait to get out into the field with those who drove the success of my comianies. And there lies the rub. Too many companies fail to recognize that their .ornpuny lives or dies by the talent in their sales force. They see sales as that necessary evil, the ones constantly complaining, lacking humility, and always asking for more. They do not realize what the sales force deals with day in and day out, especially in these times. Try getting a "No" every call, try sounding as positive at 4 p.m. as at g a.m., try working on a new account for a year and then losing it to issues outside of your control, iry dealing with irate customers whose orders were botched. etc.. etc.

Inside and outside rarely see eye to eye. You ask sales to toe the line, yet think outside the box. You tell them it can't be done, yet expect them to find a way to make it happen. You say you'll work on it when you have time, yet demand they get the deal done now.

Yes, we may be demanding, poor at paperwork, averse to playing by the rules or toeing the company line or caring about your problems. But it's that same spirit that makes us successful salespeople. we sell-and get rejected for-who we are. Some of us take it personally. others let it roll of their backs and move on to the next success. We build networks, we answer to our customers often more than to our own company, we face everchanging targets, and ourjobs are on the line more than any other position in the company. Last quarter's sales are but a faded memory by the end of the next quarter. what most inside don't understand is that it is our success or failure that keeps "uervone else's iob going or not. And we carry that burden each and every day. we shouldn't be taken for granted or have our budgets changed just to avoid paying

bonuses. Our opinions, gleaned from being on the ground every day, should be listened to. Respect our role and don't see us as demanding, overbearing and dumber than doorknobs. Don,t force us to do dishonorable things or cram product down customer's throats. Understand what your decisions will mean to your customers. Management needs to be accountable iust as it expects us to be.

Our role is to understand the needs of our customers. find a solution at a price the customer will accept, walk the order through the system, face up when things go wrong, and solve problems often not of our own making. We sell one order at a time with no guarantee of a future order, particularly if we don't get it right. And, yes, your customers are my customers. We all suffer the same consequences of success and failure.

Alan Oakes, Publisher ajoakes@aol.com

www. bu ld ing -prod u cts.com

A publication of Cutler Publishing 4500 Campus Dr., Ste.480, Newport Beach, CA 92660

Publisher Alan Oakes ajoakes@aol.com

Publisher Emeritus David Cutler Director of Editorial & Production David Koenio dkoenig@building-proiucts.com

Editor Karen Debats kdebats@buildi ng-products.mm

Conhibuting Editors Dwight Curran, Carla Waldemar, James Olsen, Jay Tompt

Advertising Sales Manager Chuck Casey ccasey@building-products.com

Administration Director/Secretary Marie 0akes mfpoakes@aol.com

Circulation Manager Heather Kelly hkelly@building-products.com

How to Advertise

WEST, MIDWEST, SOUTHEAST Chuck Casey

Phone (949) 852-1990 Fax 949-852-0231 ccasey@building-products.com

NORTHEAST Paul Mummolo 404 Princeton Ave., Brick, N.J. 08724 Phone (732) 899-8102 Fax 732-899-2758 mummolop@comcast.net

ONLINE Alan Oakes www.building-products.com

Phone (949) 852-1 990 Fax 949-852-0231 ajoakes@aol.com

CLASSIFIED David Koenig Phone (949) 852-1990 Fax 949-852-0231 dkoenig@building-products.com

How to Subscribe

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Opportunities in OSB Structural insulated Panel sales hold uP

agricultural buildings. Non-residential production declined lg%a from the previous Year.

"Like all industries, we are affected by the recession and the drop in new construction," said Wachtler' "But the strong marketshare gains we've experienced in the residential market indicate that the SIP industry is likely to see a significant boost in production as the economy recovers'"

Several different combinations of materials are used to construct SIPs, but the basic concept remains the same' By far, the most popular facing materials are OSB and metal' Plywood and other materials such as fiber cement board ac-count for only 67o of SIPs used in building applications'

The top regions for SIP use are the Mountain, East North Central (upper Midwest), and Pacific regions.

hEsptre, FouR YEARS of declining U.S. housing starts, Llthe structural insulated panel (SIP) industry-a top consumer of OSB -has avoided the full force of the recession, according to a recent survey by the Structural Insulated Panel Association.

Results indicate that the industry experienced a modest l27o decrease in residential production volume in 2009' compared to a 287o drop in U.S. single-family housing sta.rts over the same time Period.

2009 is the fifth consecutive year the industry has sained share in the residential market. It is now estimated ihat the panelized building system accounts for between l%o and ZVo of lJ .S single-family home starts ' SIPA executive director Bill Wachtler attributes much of the industry's growth to the increasing popularity of green and energyeffici"nt homes. SIPs are composed of insulating foam sandwiched between two structural facings, creating an effective thermal barrier that can save homeowners up to 50Vo onheating and cooling costs.

"The rising cost of energy and concern over global climate change has really pushed green building into the mainstream," said Wachtler. "SIPs give architects and builders an easy way to create an airtight building envelope that will improve the energy efficiency and durability of any home or light commercial building."

Of the total42 million sq. ft' of SIPs produced in North America in 2009, 437o went to residential buildings,32Vo to non-residential buildings, and the remaining 24Vo were used for non-building purposes, such as industrial coolers' An estimated 1,300 commercial buildings were constructed with SIPs in 2009, including schools, retail stores, and

osB 20lo

Loutstlnl-PAclFlc, Nashville, Tn., enjoyed a spike in OSB prices in the spring, as second-quarter 20-'l-0 OSB sales jumped 122Yolo $217 million. LP has eight OSB plants running and two idled.

;The U.S. economy remains in an unsettled state that requires companies to be extremely agile to respold to wide swings in demand," said c.e.o. Rick Frost' "l believe we'll see an enatic path for the rest of 2010 and into next year."

NoRgono, Toronto, Ont., also saw second-quarter profits rise-to $37 million vs. an $18-million loss a year earlier.

The boom persuaded Norbord to run its nine North American OSB mills ran at 100% of capacity, compared to 85% in the first quarter.

"Economic news continues to be mixed; however' a housing recovery is taking hold and we remain confident that our finincial performance will continue to improve on the prior year," said c.e.o. Barrie Shineton'

WeYeRlneusER, Federal Way, Wa., has been operating five OSB mills this year, though this month it.will restart itJplant in Hudson Bay, Sk., after a two-year break.

"The Hudson Bay 0SB mill is important to our 0SB system, and we expect its resumed operation will help us optimize production across our facilities as the market recovers," said Cathy Slater, v.p., ilevel Engineered Wood Products.

Hudsdn Bay's annual capacity is 550 million sq' ft.' though volume will be limited in 2010.

Opportunities in OSB

Tgpered-edge subfloori ng offsets moi5tu re exposu re

1/-\SB IRoDUCER Ainsworth has introduced an engi- \-f neered subfloor solution that utilizes a unique technology to accommodate the effects of swellins due to moisture exposure.

New PointSIX Flooring features a patented tapered_ edge technology whereby a thin layer of the highly compressed fiber along all four edges of the OSB panel is milled off, removing the part of the subfloor that's most prone to swelling. PointSIX takes its name from research results indicating a .6mm taper depth to be the most effec_ tive in reducing edge swell.

The engineered solution was developed over five years of extensive research and testing, in which pointSlX was subjected to repeated wet and dry cycles to simulate severe, wet jobsite conditions. In one rigorous test, the engineered panel was flooded for l4 days. After drying out, the average edge swell was contained to 0.01 inch, not much more than a sheet of paper.

The taper on PointSIX is almost imperceptible, and it's a dimension that won't require sanding. With moisture, the wood fibers expand to essentially ,,fill up to flush" the micro-taper. If no moisture contacts the engineered subfloor, it does nor require any filler or niastic. ApAapproved for structural integrity, pointSlX features a pre_ cise tongue-and-groove profile for a secure fit.

"Builders recognize what many manufacturers are reluctant to admit: wood swells when it gets wet," commented Robert Fouquet, v.p.-marketing & sales for Ainsworth. "We've brought an entirely new approach to solving the problem before the subfloor gets to the job site, by engineering the panel to accommodate moisture."

The idea for PointSIX came from Steve Bailey, techni_ cal manager at Ainsworth's OSB mill in Barwick. Ontario.

osB 20to

AtHswoRtH, Vancouver, B.C., was encouraged by rising 0SB prices in the first half of the year to increase production at its facilites in 100 Mile House, B.C.: Grande Prairie, Alb., and Barwick, Ont.

As demand increases, Ainsworth is poised to add another 1 .1 billion sq. ft. to its cunent operating capacity of 1 .6 billion sq. ft., by adding a second production line at Grande Prairie and restarting its idled facility, co-owned with bankrupt Grant Forest Products, in High Level, Alb.

"I suddenly had this epiphany: that by shaving a slight taper off the panel edge, we could avoid the problems associated with edge swell," Bailey explained.

The solution at first seemed too simple to be effective, but research, trials and field tests proved it to be a viable solution. "The big question we've had from builders is, 'Why hasn't someone thought of this before?"' said Bailey.

According to Fouquet, PointSIX products will be priced competitively, with no additional cost for the new technology. "We believe rhat every builder should be able to expect subfloor that offsets the effects of moisture without paying a premium," said Fouquet.

For the premium level PointSIX Durastrand Flooring, suitable for high-end projects such as custom homei, Ainsworth offers a lifetime limited warranty against delamination and a 180-day no-sand guarantee. For Ainsworth's standard PointSIX Floorins. it's a 25-vear limited warranty.

Other OSB manufacturers have also tried to improve moisture resistance in their subflooring products. Louisiana-Pacific recently introduced two premium subflooring products with higher levels of waxei and resins to resist edge swell. LP TopNotch 350 series offers a 100-day no-sand warranty, the 450 series a 200-day no-sand war_ ranty.

Norbord has long produced a premium OSB subfloor, Stabledge, and now has a mid-priced offering, pinnacle, and a reformulated commodity product, TruFlor.

Opportunities in OSB OSB manufacturers show off their green side

tion with energy savings by transforming their panels into radiant barriers, including L-P's TechShield, Ainsworth's Thermastrand, Weyerhaeuser's Structurwood, Norbord's SolarBoard, G-P's Thermostat, Langboard' s Energylock, and RoyOMartin's Eclipse and WeatherGuard (which doubles as a vaDor barrier).

osB 20ro

Geonctn-PlctFlc, Atlanta, Ga., expanded its OSB offerings to include oversized and FSC-certified panels with its acquistion of Grant's 0SB plants in Englehart and Earlton, Ont., and Allendale and Clarendon, S.C.

II JHerHen n's to BULK up their green image or to uncovV Y er more ways to rack up LEED points, builders are searching for environmentally-approved versions of construction materials, and OSB makers are answering the call.

Environmental certification is a natural for OSB, since manufacturers have long contended that their products held green advantages over plywood because OSB can be produced from smaller trees and cuts down on waste.

The majority of North American OSB producers now offer third-party certification. OSB from Louisiana-Pacific, Georgia-Pacific, ilevel by Weyerhaeuser, Norbord, and Huber Engineered Woods is certified by the Sustainable Forestry Initiative. Tolko products are certified to Canadian Standards Association and Environmental Management System ISO standards.

Buyers can also pay a premium for OSB subflooring that's Forest Stewardship Council certified -from Norbord, RoyOMartin, and G-P (thanks to its purchase of Grant Forest Products' mill in Englehart, Ont.).

"When it comes to being 'green,' we pride ourselves on listening to our customers and strategically aligning our timber base and manufacturing processes with the customer's request for environmentally responsible building products," said Bobby Byrd, OSB sales manager for RoyOMartin. "Our decision to become FSC certified in 2001 proved to be a sound one, both for the environment and consumers."

G-P's DryGuard and Huber's AdvanTech subfloor also carry the NAHB Green Approved label, and the latter is also ESR certified.

Additionally, producers have upgraded OSB's associa&rilding.Pruduclsccn

G-P already operated six other OSB mills, although its facility in Mount Hope, W.V., is slated for closure Oct. 1. Plant manager Neil Belt blamed "current market conditions. It remains unclear as to when the facility will reopen or whether it will reopen at all."

Hueen Erotneeneo Wooos, Charlotte, N,C., continues operating five OSB mills from the Southeast to Maine.

RoyOMmlH, Alexandria, La., continues expanding the capabilities of its three-year-old facility in Oakdale, La., including formulating its 7/'16" 0SB to carry four different APA gradestamps.

"Our customers ask us how to drive their inventory costs down," said OSB sales manager Bobby Byrd, "We respond with products that can perform multiple tasks, thus reducing inventory costs by having to inventory one item versus four."

Its 0SB shuctural panels also have received third-party verification from the Reflective Insulation Manufacturers Association International.

TOt-xo, Vernon, 8.C., returned to full production in January at its plant in Meadow Lake, Sk., which was damaged by a late 2009 fire, lts other OSB mills remain mothballed.

LAtcgomo produces 0SB at its plant in Quitman, Ga.

Gmrr Fonrsr PRooucts, Englehart, Ont., sold four of its facilities to G-P after filing for bankruptcy protection. At least two groups of investors have expressed interest in Grants' mill in Timmons, Ont., but it would take $35-40 million to get it running again.

Redwood grows its web resource

TTnu CRuronNre Rr,owooo Association has added a new I video to its website to help retailers and consumers understand the green attributes of redwood decking. The newest addition to the site is consistent with CRA's plan to better educate consumers and retailers on the environmental advantages of choosing redwood.

"We launched a revamped website in June with the goal of providing retailers and consumers with a more valuable, easy-to-use reference for all things redwood," says Bob Mion, CRA's marketing director. "We put a new framework in place with the expectation that the site would grow."

CRA's newest video is a slight departure from the video content already on the site. The new-look site features "how-to" videos designed to accompany downloadable project plans, with contractor Jeff Imwalle demonstrating proper construction techniques. The latest video, Redwood for Green Living, runs about four minutes and is meant to help consumers considering a decking purchase.

"Consumers have questions about what it means to be

green," says Mion. "We want retailers and consumers to understand there is a wealth of science behind the assertion that choosing redwood is an environmentally friendly choice, and this video presents key findings in just a few minutes. The video elaborates on the green attributes of redwood beyond the advantages of redwood being a renewable, sustainable resource."

New studies have shown that naturally durable wood products offer significant environmental benefits compared to manufactured composites, particularly with regards to energy and greenhouse gas emissions. Because most of the energy used to produce redwood comes from the sun, whereas most of the energy used to produce composite decking comes from burning fossil fuels, choosing redwood can lower a consumer's carbon footprint. In fact, because redwood is half carbon by weight, a redwood deck can actually store more carbon than is released to the atmosphere during the entire manufacturing and transportation process.

"When you store more carbon than you release during manufacture, you have a positive overall affect on greenhouse gas emissions," notes Mion. "The typical redwood deck can store more than a half ton of carbon."

In another effort designed to add retailer value, CRA has updated its award-winning sales-training course and cut the enrollment fees. Redwood Basics for Sales & Marketing, a self-paced correspondence course proven in the field for more than a dozen years, provides valuable training on all aspects related to selling redwood.

The course addresses topics ranging from what grades are appropriate for certain applications to details on redwood chemistry, finishing tips, sustainable forestry certification, and more. The enrollment fee has been reduced to $100 per student. For more information or to sign up for the course, contact Anita MacKusick at (925) 935-1499 or anita@calredwood.org.

"It's important that everyone in the supply chain be able to articulate the environmental benefits of choosing redwood," Mion says. "Retailers are encouraged to download materials from our site and share them with customers, and to establish links from their website to ours. We're committed to making our website a valuable tool to help drive sales."

REVAMPED WEBSITE from California Redwood Association stresses the green attributes of redwood.

RET}WOOO? mbffidt@wdffiruw|ft d*trdwEtumF ,.'(J''lff.M$@!ebwwca*w8

Carl

Whatts ahead for redwood?

ff,/rrHour A DouBT, the past V Y decade has proven to be one of the most challenging business environments that the redwood industry has ever faced. In addition to the headwinds created by the recent economic downturn, redwood products have faced increasing competition from composite offerings that have challenged its leadership position in key markets. These challenges have forced the industry to reevaluate its market position and create new strategies for remaining competitive in an increasingly crowded market.

Despite the inroads made by composites in the marketplace, natural wood still represents the lion's share of all decking materials (with approximately 80Vo of the total market, primarily southern yellow pine). Redwood occupies a premium, niche segment of the total decking industry, with an approximate market share of lTVo west of the Rockies. Due to the economic pressures of the downturn, it is likely that the industry will experience consolidation within distribution and manufacturing.

Several key consumer trends are affecting the markets that redwood producers serve. Changing consumer needs in the outdoor living segment have created an environment in which consumers are much more careful in their purchasing decisions. Due to economic uncertainty and decreasing home equity, consumers are more price-sensitive and more likely to stay close to home.

With approximately one-quarter of homeowners facing a situation where they are "underwater" in their mortgages, many consumers are choosing to upgrade their current homes to make them more livable, instead of buying a new home. One of the most popular upgrades to achieve this objective is the addition of a deck or outdoor living space (approximately 827o of all homeowners desire an outBuiHIngftoductson

door living space to share with friends and family). The segment's growth has been focused primarily on smaller and less expensive projects than we witnessed during the housing boom.

How is redwood performing in these market conditions? Dealers report that redwood is in a "sweet spot" due to its superior performance, natural beauty, and excellent price position. Consumers who have navigated to "new" materials have come back to revisit redwood. It is certain that this has been partially price-driven (redwood is consistently less expensive than composite material, for example), but we also hear that consumers are coming back to redwood because it is a "tried and trued" material they can trust.

Research also consistently shows that redwood is perceived to be the most beautiful outdoor lifestyle material. Although consumers are price-sensitive, they still care very much about the aesthetic value of their outdoor living projects. Contractors report that redwood is increasingly popular in their projects because it can help create customized outdoor living spaces at an incredible value relative to other options.

Greg Vorce, Vorce Construction, Chula Vista, Ca., sums it up best: "As a third-generation craftsman, I learned the benefits of redwood at an early

age: beautiful grain patterns, easy to work with, and long lasting. Redwood is my first choice for all exterior decking projects."

Even given the momentum that redwood is experiencing in the marketplace, how will the industry remain competitive in the future? The redwood industry cannot rest on its laurels and assume that the material will "sell itself." In order to successfully compete in a crowded market, redwood will have to continually improve and innovate its product offerings, product quality, and marketing communications. The industry will also have to create value-added support for its distributors, retailers, and contractors. Marketing campaigns must better communicate to consumers the benefits of redwood and support our channel partners more effectively.

And, finally, our industry must begin to effectively communicate our forest stewardship practices and the fact that natural redwood products are the truly sustainable and renewable material for outdoor living spaces. If we are successful, redwood will retain its legacy as a leader in the outdoor living category for years to come.

- Carl Schoenhofer is vice president and general manager of The California Redwood Co., Arcata, Ca., (707) 2683 000 ; www.c alifurniar e dw oodc o.c om.

Siding with green

fClryrrsu HAS BEEN REDEFTNED as beautiful, durable and \)sustainable. Materials that offer all three qualities provide the most value-especially when it comes to siding. Exteriors make both that all-important initial impression and figure heavily in environmental impact.

Wood meets all three style criteria. Independent research verifies wood's green credentials. A life cycle assessment performed by FPlnnovations-Forintek, Canada's leading forestry research laboratory, found western red cedar to be the "most sustainable building material." The study took a cradle-to-grave look at environmental impacts of various building materials, comparing residential siding applications such as WRC, brick, fiber cement, and vinyl. Complex analysis considered such factors as resource use, water use, energy use, transportation and waste created.

WRC fared best overall among siding choices. It was found to create lower greenhouse gas emissions and allow for recycling and energy recovery opportunities that cut methane gas emissions in landfills. Alternative building materials, often lauded for durability, create more environmental life cycle burden than wood, according to the study commissioned by the Western Red Cedar Lumber Association.

"As green building regulations become the standard in building, consumers who previously favored more 'maintenance-free' materials as their siding products of choice will need to consider alternatives such as western red cedar to help lessen their environmental footprint," said green consultant John Wagner.

Outdoor apparel retailer Columbia Sportswear places a premium on high design, function and sustainability when selecting materials for its stores. The Portland, Or.-based company selected WRC exterior siding for a new Seattle store and a remodeled flagship store because of the wood's aesthetic and environmental appeal.

WRC also contributed warmth, longevity and character as one of the more prominent sustainable materials of the Margarido House in Oakland, Ca.-the first home in the country to receive LEED-H certification and a GreenPoint rating from the state.

Cedar's performance and maintenance record is also strong, so the choice to finish a WRC project is up to the project owner. WRC can weather naturally or, with the application of a protective coating to ensure maximum performance, retain the natural beauty of the wood, or enhance those good looks by applying coatings in an array ofcolors.

A factory-applied primer and/or top coat keeps cedar's long-lasting good looks and ensures optimum performance. Some applicators offer long-term warranty programs. Factory priming is performed in an industrial setting where a machine applies a coating to all six sides of each board. Coated boards are dried prior to shipment to the job site.

Pre-primed siding and trim delivered to a job site should be kept dry and clean prior to installation. All field cuts should be resealed with a primer prior to the boards being installed. Top coating should be completed as quickly as possible, as most primers are not intended to be exposed to natural weathering for more than 90 days.

Factory finishing is similar to the above process; however, it allows for the additional application of one or two topcoats of acrylic latex paint, solid stains, or natural stains in job lot quantities and in the colors selected by the builder or homeowner.

A beautiful example of a well-finished home-Hillside House in Mill Valley, Ca.-marries high design and high sustainability in an elegant natural wood exterior. Wrapped in the reddish hues of WRC siding, the house is the first LEED-for-Homes Platinum custom home in Marin County and one of only a handful in Northern California.

"An important part of minimizing the impact of a project involves selecting products, like western red cedar, that minimize the carbon footprint from manufacture to end use," said Mike McDonald, owner of McDonald Construction & Development, the green builder that constructed the home.

Recent history suggests consumers will continue to push for the best design and most sustainable materials, while architects work to balance those needs in what some are calling "eco chic." Durability will always be important to builders. Natural wood siding offers the whole package.

WESTERN RED CEDAR siding offers the top three qualities sought in a building material-beauty, durability and environmental friendliness

RAW MATERIALS

Swanson operates under some of the most stringent forest harvesting practices on the planet. For verification, our SFI Certilication ensures that our timber resources are managed for sustainability and environmental responsibility, protecting species, habitat, and water resources.

RENEWABLE ENERGY COMMITMENT

Three of Swanson's five mills are working with Pacific Powe/s Blue Sky program to purchase energy from renewable sources. Over the course of a year, this commitment by Swanson avoids putting 1,108 tons of carlcon dioxide into the atmosphere.

CUTTURE OF GREEN

We are locusing on the future by creating a sustainable culture fnt permeates the entire company. Swanson is located in a very green part of the world. We plan to keep it that way. After all, its our way of life.

wansonA Group Sales^-.

By Bill Tucker, Simpson Strong-Tiep

Structura changes in bu

nper-sns MUST KEEP up on the latest l-lconstruction trends in order to provide customers with the right fastener for the right building material and ensure the best home building package. Fastener companies can assist dealers and builders to make sure they are educated about the factors that impact proper fastener installation.

Structural Screws for Laminated Materials

More diverse building materials are entering the marketplace, and fastener companies have been charged with keeping up with these new materials. Glue-laminated beams (glulam, LVL) are a good example. They're engineered in several different sizes for a wide range of load capacities and applications. Traditional, old-style lag screws do not have the performance

rs tu sr@

requirements that are needed with today's engineered building products. To handle the load capacity of these building materials, a larger diameter fastener is required.

Installation of traditional lag screws in glulam materials also poses a challenge. The correct way to install a traditional lag screw is to drill a pilot hole for the thread length and an oversize clearance hole for the shank ofthe fastener. This practice is very time consuming and costly. Couple that with the need for larger fasteners and you've spent a lot more money on the job.

To address the problem, manufacturers are creating fasteners for engineered building products with safety, load capacity, corrosion resistance, and speed of installation in mind. These new structural wood screws are designed for a variety of wood-towood applications and feature special thread and point styles that in most cases reduce installation torque, make driving fasteners easier and predrilling unnecessary, and minimize wood splitting-while still meeting the requirements of the building.

Structural Screws for Use with Metal Connectors

rn on terials

STRONG-DRIVE SDW structural wood screws are code-listed to fasten multi-ply truss and engineered-wood assemblies.

Coating Innovations

New coatings are now available that exceed the standards of hot-dip galvanized fasteners. It is important that building inspectors and others get up to speed on these new coatings in order to determine if the coating has enough microns of plating to match or exceed hot-dip galvanizing.

The education of builders, contractors, inspectors, code officials, and homeowners will continue to be the key to fastener growth and innovation. The best way for dealers to encourage customers to upgrade to better fasteners is to educate them about the products. their choices. and the results of those choices. Since fasteners are such a small cost of the overall project, it always pays to specify and buy the proper fastener for the job.

STR0NG-DRIVE

structural-connector screws have been tested and approved for use with many popular Strong-Tie connectors.

In some structural connector applications, screws have been developed to replace nails. For example, in tight spaces or overhead applications, screws are much easier and more convenient to install then standard structural connector nails. New structuralconnector screws feature an optimalsize shank that is specifically designed to match fastener holes in connectors. The fasteners' material also mimics the bend and yield of a connector nail, achieving the appropriate load values needed with metal connectors.

SD

- Bill Tucker is a fastener project man' ager with Simpson Stong-Tie. He can be reached at btucker@ strongtie .com.

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By Carla Waldemar

Thinking positive pays off

flttvmc IS EVERyrHlNc. That's both I the good news and the bad news in this desolate economy if you've been dreaming of adding another yard. Time to turn lemons into lemonade?

A year ago, when things were at their bleakest, Dennison Lumber, of rural Northeast Wisconsin. took the

plunge. They anted up for real estate they'd had their eye on, then built a new store in Shawano, 30 miles and 30 minutes from Dennison's original yard, operating in Clintonville since 1981.

The new store is different, explains co-manager Cody Bessette. And that's

what made it a now-or-never opportunity. "Our original store is in the middle of nowhere," he admits, where only its contractor base can find it. In Shawano, owner Rod Dennison purchased the name and inventory of longstanding Retail Lumber, with its established retail following, then proceeded to erect a brand new 18,000sq. ft. store from scratch. In a mere four months. And in the midst of a deadly Wisconsin winter.

Says Cody, laughing now that it's done and over, "It was a challenge! We built it between November l, 2008, and April I last year. For the size, a big, big task. Besides, we got hit with winter snow daily, so we'd spend the mornings shoveling it, then work all afternoon-and start over the next morning."

But back to our original premise: If timing is everything, then-why now?

"It was a good decision," he submits. "We got better prices by building in 2009; the price of lumber was down. Plus, we were able to negotiate deals with vendors and manufacturers, who needed to move inventory." To sweeten the pot even further, idle contractor customers were delighted to pitch in on the project-and likely to return the business as an uptick gains momentum.

In the new building, they and their homeowner customers now have a showroom to visit, which already is driving business upward as planned, Cody reports. "Before, they had to order something from a catalog, but people want to touch and feel, not buy something out of a book. It's helped us big-time," he testifies. "Sales are up in all those departments," thanks to the new kitchen design center and display areas for windows. "We're addins flooring, too," he says.

WISCONSIN'S Dennison's Retail Lumber owner Rod Dennison-with manaoer Codv Bessette at his side--+uts the ribbon.(above) for his new store, which (below) was designed-to rese'mble a log cabin so it fits into the vacation home communitv.

Plumbing and electrical srus have mushroomed as well. Hardware also has multiplied, and by strategic planning: "There's an existing hardware store in town, so finally we can compete with them. And if we don't carry something," he adds, "we'll get it for you."

And they'll deliver it. Thanks to the l9-strong staff of experienced employees Dennison inherited, "we go the extra mile. We answer homeowners' questions and walk folks through their projects-something the boxes" in nearby Wausau and Green Bay "can't hope to offer. We try to beat them on service," Cody explains. "People shop them once, then come back to us. They weren't happy."

Having two stores now allows for greater buying power. And inventory can quickly be shifted between locations when needed. "Plus, we're a member of a nine-yard buying group," Cody adds. The Clintonville store, which serves contractors, also offers a forklift to rent.

Contractors love the new Shawano store, too. It was designed to include a special area where they can enjoy free coffee and doughnuts while their orders are being filled, as well as a second-story conference room.

Cody uses this space to host a variety of the classes these pros need to keep up their accreditation in the state's builders association-sessions on lead paint safety, trusses and engineered wood, housewrap and other new products-"another new service to gain and retain a builder's business," Cody explains. "When a contractor is successful, that makes us successful," this savvy manager knows full well. In the months to come, he plans to host additional contractor events, such as cookouts.

He encourages his own staff to sit in on these sessions, too, when duties allow. They're otherwise mentored on the job by Dennison's veteran outside sales and counter personnel. "We care about our co-workers just as much as our customers," Cody notes. "That's why they stick with us."

He's proven himself to be a smart and passionate man-

ager-one to the manner born, all right, but not exactly to the industry. Until hired at Shawano, the young man had worked in the automotive field. But, as he himself underscores, "You can teach product knowledge, but you can't teach customer service," an area in which he clearly knows how to shine.

New business comes Dennison's way thanks to its outside sales crew. "It's a small, tight community," explains their boss, "so you know what's going on. We don't go out scouting building permits. I'm not a believer in that; by then, it's usually too late."

While contractor business is bigger in dollar amounts, percentage-wise the new Shawano store draws more retail customers. And, while few new homes are going up in this hard-hit area (its interior door plant went into bankruptcy, throwing many town folks out of work, but hopes are for a restructuring), homeowners are working on smaller projects-maybe replacing windows or doors.

"Even during this struggle, there's remodeling going on," Cody notes, pointing to nearby summer cabins in this vacation mecca, for which the new Shawano storedesigned to resemble a log cabin itself-is ideally located. "We're very visible from the highway, so we'll get 'em coming or going. And they still seem to have money to spend!"

So, even during this slowdown, "sales have increased in most departments, especially our new ones. Now," he boasts, "we can compete!"

Carla Waldemar cwaldemar@ comcast.net

RICH WOODSY feel canies through from the exterior, straight through the sales floor and right to the central sales counter.

OTSEN On Sales

By fames Olsen

[nleNolv, ourcorNc AND DRTvEN people make the best I-' salespeople. The order is not that important, but if one of these traits is missing, we will have a struggling seller in our future.

Companies waste millions of dollars every year hiring people who have very little chance of success in sales. Below are methods we can use to start with a "better piece of clay."

1. Write a good ad. What kind of person are we trying to attract? We should not write the same ad for an accountant as for a salesperson.

Ernest Shackleton's Arctic exploration ad:

MEN WANTED

Fon n,qz,qnoous JouRNEy. sMALL WAGES. BrrrER COLD, LONG MONTHS OF COMPLETE DARKNESS, CONSTANT DANGER, SAFE RETURN DOUBTFUL, HONOR AND RECOGNITION IN CASE OF SUCCESS.

What kind of people answered this ad?

2. Screen applicants by phone. The salesperson who says (s)he can only sell face-to-face is not a complete salesperson. If they can't convince you over the phone, how will they get appointments?

3. Reality Sales Training. Have an outside professional interview new hires before you pull the trigger. We interview potential hires for our customers.

4. Go deep. Ask about grade school, high school, jobs, and friends. Is this person social? Do they have the support of their parents? How young were they when they started accomplishing things? Did they show initiative early or did their parents pave the way for them?

5. Ask situational ethics questions with no right or wrong answer: "Your customer tells you they will give you the order if you can ship it in two weeks. You know that what you have is going to ship in three. What do you do?" Our applicants answer will give us a real idea about them, how aggressive they are, etc.

6. Tell them no. Sometime towards the end of the interview, say something like, "Steve, you seem like a great guy, but I don't think you are cut out for sales the way we do it." If they cannot or will not overcome this objection, how will they overcome objections from customers?

7. Beware of the friendly interview. Being likeable is a great tool for the salesperson, but they must be able to take the friction that comes with the job. Friendly salespeople who can overcome objections will be great salespeople.

Those who want to be liked more than they want to grow their business will not make vou monev and will be difficult to fire.

8. Read two books: Top Grading for Sales by Bradford Smart and Greg Alexander and The Ultimate Sales Machine by Chet Holmes. Both have developed "systems" for hiring salespeople. Both are short and very specific about the steps.

9. Put the potential hire in front of a committee. In addition to getting buy-in from our current sales team, questions coming from different mind-sets are a great test. We are also able to observe our potential hire more freely than we would be able to in a one-on-one interview.

10. Dig in on the details of their resume. Drill all-theway-down on the sales question. Many applicants say they were in sales when they were only involved with the sales process.

11. Ask about besUworst order. Great sellers will give a lot of detail and will show emotion as they tell the story. Journeymen salespeople will give less. An applicant's answers will tell us how developed a salesperson we have in front of us. Beware the excuse maker!

12. Test the personal. Caliper Inc. has an affordable personality test for evaluating possible hires.

13. Don't be the "college transition" job. The best salespeople are the ones who have already sold or are already selling. These people are looking to better their career, notjust land ajob.

14. Family, children, mortgages and consumer goods. People who have, like and want these things are good salespeople. We don't want to hire a bohemian minimalist to sell for us. We want people who are selfmotivated to make money. If we have to motivate, we are lost before we begin.

Building a sales team is a long-term project. Hiring the wrong salesperson will derail our growth efforts more than any other thins we do. The best time to solve the struggling, non-profitable salesperson problem is before it happens.

James Olsen Reality Sales Training (503\ 544-3572 james@reality- salestraining.com

Sgdney Stroud, age 3, granddaughter af Nu Forest's Qearge & l{ri.* McCannell

Ace Hardware at Cornerstar has been opened in Aurora, Co., by Ted and Kristy Schenderlein.

Three-unit Mitchell Hardware will add a second Bend, 0r., Ace Hardwar€ in the spring.

Western Building Solutions negotiated a onethird rent reduction with the city of Aspen, Co., to allow continued operation of its local Harbert Lumber yard.

The deal will save the yard $'1.26 million over the threeyear lease.

Scarborough Ace Hardware, Scotts Vailey, Ca., is expanding by annexing the vacated storefront next door.

More floor space allows for larger hardware and barbecue sections, an expanded nuts-and-bolts room, and the addition of garden and patio furniture.

Discount Windows & Doors added a showroom in Kaneohe (Oahu), Hi.

Lowe's opened a 94,000-sq. ft. home center Aug. 20 in Los Lunas, N.M. (Walter Cordova, mgr.); has started construction of a 140,000-sq. ft. store with 25,000-sq. ft. garden center in Sonora, Ca., and got the go-ahead to proceed with a 153,974-sq. ft. store in Carlsbad, Ca.

Home Depot continues fighting for final approval of its proposed store in Grants Pass, 0r.

Swanson Closing Glendale Sawmill

Swanson Group, Glendale, Or., is idling its flasgship sawmill in Glendale once current log inventories are depleted and is slashing production at its Roseburg, Or., mill by two-thirds, resulting in 90 layoffs.

"Unfortunately, we are seeing no positive signs in the U.S. housing market, U.S.-Canada trade relations, or federal timber supply, which have made today's decision a harsh reality," said president Steve Swanson.

Although the duration of the Glendale closure is listed as "indefinite," Swanson fears it may never be restarted, even when the economy rebounds. The mill historically has relied on Bureau of Land Management sales for its logs, but environmental litigation and changing priorities at BLM under the Obama Administration have reduced federal timber supplies to less than 4Vo of the mill's needs.

The Roseburg plant will trim its operating hours from 60 a week to about 20.

Swanson continues to run sawmills in Springfield and Noti. Or.

Peni nsu la Yards Consolidate

Lumber Traders, Port Angeles, Wa., has closed its design showroom, The Showcase, and hardscape and masonry yard, The Quarry, transferring product lines and staff to its local lumberyards.

The Quarry's materials and window specialist Donna Hoyt moved Aug. 3l to Hartnagel Building Supply.

The Showcase's windows, doors, cabinetry and other lines are now at Angeles Millwork & Lumber Co., along with contractor salesman Mike Blodgett.

Former owners and trustees Arnold and Debbie

Schouten have rejoined Lumber Traders as board members and, respectively, interim c.e.o. and interim c.f.o.

"Closing The Showcase and The Quany is a difficult decision to have to make, but Lumber Traders is committed to doing what is necessary in order to remain viable while there is a reduced demand for building and construction materials," said Arnold Schouten.

Tucson Supplier Calls lt Quits

With no turnaround in sight for Arizona's construction industry, A&H Building Materials, Tucson, Az., has closed after 47 years.

"Closing down was a big decision. From all the info we could find, the economists said Arizona is not going to improve untll 2014," said general manager David Rung. "We decided to close, get out before we go totally broke."

Rung will retire Sept. 30 after 29 years with the company. Three employees transferred to parent company Grant Road Lumber, Tucson. Six others were laid off July 30.

Welco Restarts Fencing Mill

Encouraged by better-than-expected demand for fencing, Welco Lumber Co., Shelton, Wa., restarted its Naples, Id., sawmill after a seven-month layoff.

General manager Brian Cox said production will ramp up in stages. The facility restarted on a limited basis in June with l3 employees. It started operating full-time July 17, with 37 workers.

Considering 93 employees were laid off in December, Cox hopes to rehire more workers as fencing demand increases.

Pagano's Hardware Mart, Alameda, Ca., opened a second location-an 8,300-sq. ft. store with 900-sq. ft. outdoor center at Alameda Towne Centre.

Eleven-unit Fasteners Inc. has moved its hardware showroom in Ferndale, Wa., to a larger facility. Other locations will also be expanded to appeal more to do-it-yourselfers.

Habitat for Humanity moved its ReStore discount LBM outlet in Clovis, Ca., July 10 to an 11,000-sq. ft. storefront directly behind the local Lowe's.

Ace Hardwafo, Oak Brook, ll., has been ranked "Highest in Customer Satisfaction Among Major Home lmprovement Retail Stores' by J.D. Power & Associates. The co-op has also launched a Helpful Hands campaign, a nationwide contest that will award a $2,000 paint makeover to one high school in each of the 50 states.

Hanson's Building Supply, Langtey, Wa., marked its 30th anniversary Aug. 13 with a celebration that included a salmon feed, an air show and a dance.

Four years of research. Two years in trial. One convincing

1' V-day underwater flood test. The result is a patented tapered-edge technology that enables pointSlX"

Flooring and pointSlX Durastrand Flooring to weather any storm while holding the line on edge swell.

By lay Tompt

Sorting out recyclables

In the LBM and home improvement supply chain, aluminum, steel, glass, plastics, paper and wood are the predominant materials potentially recycled or recyclable. Aluminum, glass, and steel can be used indefinitely to manufacture the same kinds of products, and can therefore be truly recycled. For example, products like Maze Nails typically contain a high percentage of recycled steel, as do most steel products made in the USA.

SAYS "cREEN" like recy-

so many people assume. Since the pioneering programs in the 1970s, recycling has become one of the greenest virtues we Americans can claim. However, all is not what it seems. Like most issues in the realm of sustainable business and green building, there are various shades of gray, not to mention green.

In today's green building and green consumer markets, "recycled" and "recyclable" have become the low-hanging fruit for marketers eager to pin green credentials on their products. But these attributes alone don't necessarily signify sustainable or green in any meaningful sense. Context is everything. What kind of material? What percentage is recycled, and is it post-consumer or postindustrial waste? How relevant is "recyclable" if in fact the material is not recycled? In addition, LEED guidelines vary by application and product type, so a building material with some recycled content may or may not earn LEED credits depending on how and where it's used. It behooves the merchandiser to dig a little deeper to determine whether these terms indicate real value or are simply "greenwash."

Generally, plastics, and paper can be used to manufacture things of lesser material integrity in a limited number of cycles, and are therefore downcycled. A great example here is Green Fiber cellulose insulation, which is made from more than 507o post-consumer recycled paper.

Whether a material is recycled, down-cycled, or even up-cycled, it's a good thing, since manufacturing from recycled feedstock is often less energy intensive than manufacturing from virgin feedstock. So, buying and stocking products with recycled content is a good thing, too, creating a market for such products and keeping the demand cycle going, so to speak.

But when evaluating products, all "recycled" and "recyclable" claims are not created equal. Post-consumer recycled content trumps post-industrial every time. Claims that don't make this distinction should be assumed, if true, to be post-industrial. Is this still good? Yes. Is it the mark of truly sustainable product? Not always. Post-industrial recycled content is usually scraps and cuttings that may or may not be easily put through the

production process again. In some cases, such as "re-grind" in the world of plastics, it's easily reprocessed and is normal operating procedure. Generally speaking, it's also harder to earn LEED credits with post-industrial recycled content.

The term "recyclable" is next down the list. In fact, it's very often misused by overeager marketers and can be deceptive. If the material is recyclable in theory, but not in practice, then the claim is probably not worth the virgin paper it's printed on. In fact, deceptive claims of this sort violate the Federal Trade Commission's Guides for the Use of Environmental Claims. Where there is no recycling infrastructure, per se, a manufacturer may have a "take back" program, which accomplishes the same thing.

In sorting out product claims concerning recycled content and recyclability, manufacturer transparency and third-party certifications can help separate the green from the greenwash. It can also help to determine whether the product will meet your customer's LEED project requirements.

JaY TomPt Managing Partner William Verde & Associates (415) 321-0848 info@williamverde.com

\]orHrNc

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Crossroods of Lumber Supply ond Distribution

Anfinson Lumber Sales, Fontana, Ca., is now simply Anfinson Lumber, following its acquisition 'by Mendocino Redwood Co., catp6rra, ca.

Rick Anfinson continues heading the office, which now offers "even greater inventory and selection," according to Mendocino c.e.o. Sandy Dean.

Siskiyou Forest Products, Anderson, Ca., has added a new planer and moulder line in a new 10,000-sq, ft. building.

Reid & Wright, Broomfietd, Co., now distributes Yardistry wooden screens, modular structures, and fences.

Bluelinx is now distributing Barrette Outdoor Living's Xpanse brand railing, fencing, sheds, lattice and yard accents nationwide.

Fiberweb's Typar facility in Otd Hickory, Tn., is now marketing and distributing Benjamin Obdyke's nome Slicker rainscreens that incorporate Typar housewrap.

Plum Creek Timber Co., Seatfle, wa., has temporarily cut back on production at its Columbia Falls, Mt., sawmill, due to market conditions.

The company also has authorized a new 9200 million share repurchase program, after completing a previously approved $200 million share buyback in May.

Boise Cascade's 211-acre former mill complex in Yakima, Wa.-idle since 2006-is on the sales block for $29 million.

Inteplast Group, Livingston, N.J. has ticensed the exclusive rights to manufacture and market the CEVN brand decking using Inteplast's proprietary cellular PVC manufacturIng process.

The manufacturer has also launched the industry's first dual-color, dual-sided cellular PVC deck board.

GertainTeed Gorp.'s T-Roc thermat laminate foundation insulation system has been ICC evaluated and confirmed as building code compliant.

LP Building Products, Nashviile, Tn., was awarded the UL label for its LP FlameBlock fire-resistant sheathing.

Azek Building Products has taunched a green website at www.cpggreeninitiative.com.

APA-The Engineered Wood Association presented safety awards to 16 mills, includinq Anthonv Forest Products Go., Georqia.Pac-ific Wood Products, LP, Norbord, Rosbo-ro, Shelton Lam & Deck, and Stark Truss Co.

Redesigned websites: American Architectural Manufacturers Association, www.aamanet.orq BW Creative Wood, www.stairsimpte.com Har-dwood

.G.ou nci l, www.hardwoodcouncil.com S u pe rsea I Window & Door Co., www.supersealwindows.com.

Fasten y0ur tool belts. Simpson Strong-Tie has hit the accelerator with its offering of high-performance fasteners. 0ur new and extensive line of premium stainless-steel screws and nails offer corrosi0n resistance and a long life span f rom frame to finish. Our Ouik Drive@ collated screws are designed for many different applications, including roofs, subfloors and decks. And our selection 0f strucJural fasteners continues to increase with our new Strong-Drive@ SD structural-connector screws and stainless,steel SDS screws. For the most complete line of fasteners that you can quickly drive anywhere and everywhere, make sure you stock Simpson Strong-Tie.

To see all of our innovative fastener solutions, visit www.strongtie.comllasten or call 800-999-5099.

Solar Powers Moulding Plant

Sunset Moulding Co., Live Oak, Ca., unveiled a new solar-tracking electric system that was installed on three acres adjacent to its plant in

Chico, Ca.

The project was financed and constructed by Pacific Power Management, which will operate the system

and sell solar electricity to Sunset through a long-term, power-purchase deal. Excess energy will be sold to Pacific Gas & Electric Co.

"Pacific Power made it easy for us to make the decision to go solar," said c.e.o. John A. Morrison. "We wanted to be as green as possible for our environment while still being prudent with capital expenditures. By entering into a PPA with Pacific Power we were able to accomplish both of these objectives, and have the added advantage of stabilizing and reducing our energy cost."

Sunset hopes to install similar systems at its plants in Live Oak and Idabel, Ok.

BlueLinx Granted Extension

Cerberus ABP Investor LLC has twice given Bluelinx Holdings more time to evaluate a proposed $49.6million offer by the private equity firm to buy all outstanding shares of the distributor's common stock.

Cerberus already owns a 55.4Vo stake in Bluelinx. Its cash offer was extended from Aug. 27 to Sept. 3 at the request of a special committee of Bluelinx's board. then extended again to Sept. 10.

BRIGHT IDEA: Sunset Moulding allowed a power cgmpany to build a solar electricity generation syslem on its excess acreage in Chico, Ca., to power its millr,irork facility next door.

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By Bernard Kliska

What is the definition of fiamily?

/-\ oon FAMILY coMMUNrcATroN and \fregular family meetings are two of the strongest predictors for a successful family business. How do we decide who's to be involved in a family meeting process and who can't be?

That used to be an easier question to answer. Family members have expanded to include individuals who could not have been predicted (or at least openly acknowledged) a few decades ago. Recently, we consulted with a family business owner who openly talked about and accepted his daughter's lesbian relationship. His daughter-the company's chief financial officer-and her significant other had been living together for 10 years and both were always present and comfortable at all family gatherings.

Our client had scheduled an important family meeting a month away to discuss a critical issue in the familya succession plan-and had called us in to help make sure that things ran smoothly. As we went over the list of attendees, we expressed concern when we realized that his daughter's partner hadn't been invited. "My God,I didn't even think about it!" he replied. embarrassed.

We realized that on one level, despite his good grace and benevolent intentions, he still hadn't really accepted his daughter's partner as a real family member. Fortunately, he

realized his omission in time to avert a potential disaster.

Although underway for decades, fundamental changes in American families still challenge our long-held values and half conscious assumptions. It used to be that all we had to worry about were in-laws. Some people are still surprised to learn that the traditional nuclear family is actually a statistical minority. Between 1970 and 2000, married families with children dropped from 4O7o of American households to 24Vo. Unmarried couples account for 4.5Vo of all households, an increase of almost 757o in the past decade. At some point in their lives, more than one-third of American children can expect to live in a single-parent household. These facts suggest that any modern American family business is likely to include live-in partners (of the same or opposite sex), divorced or separated spouses, stepparents, adopted children, or stepchildren.

We can decry, worry about, or embrace these changes, but, at the very least, family businesses have to acknowledge that these changes exist so family members can make clear, conscious decisions and anticipate their consequences. For example, what's to be done with divorced spouses?

Will the ex-spouse's extent of participation hinge upon the amicability or bitterness of the divorce?

What if the original family member is the one who caused the divorce by doing something horrible?

What's to be done for the children?

Will decisions about the children be based upon their ages or their feelings and actions during the divorce?

Are there any conflicts between what other family members feel is

right and what the embittered family member wants to do?

Although there are no hard and fast rules for making these difficult decisions, a wide array of options exist. During emotionally wrenching times, it usually best to think of options as existing along a continuum. A vast middle ground lies between doing nothing and doing everything possible for a family member who is legally moving away from the center, and it is the area between the poles where the wisest solutions usually lie. When our hearts yank us toward extremes, it's best to invite our heads into the nesotiations. For example, a family niay decide to exclude ex-spouses from ownership in the business but still include them as employees.

Blended families can also present dilemmas. If a family member marries someone with children and legally adopts those children, are the children to be included in the family with rhe same rights and privileges as other family members? Some families decide this on the basis of the children's ages at the time of marriage. But occasionally, notions of fairness and inclusion may conflict with some family member's inherent belief that blood is thicker than legal status.

In such situations, remembering to bring heads as well as hearts to the negotiating table will help members find compromises. Some values clarification may also help. Values are infinitely more rigid when they're unconscious. Often, after people are allowed to clearly express their own values, they are willing to modify them. The trick in helping family members discover and express their values is to make certain they take responsibility for every statement they make. Saying, "I have trouble accepting that

I children who don't share our genes I and family history should have the I same rights as my own children." puts , the issue squarely and honestly upon the table. Saying, "Why should your new husband bring his kids into our family and expect us to take care of them?" is certain to intensify the kind of defensiveness that can erupt into a battle.

Finally, are long-term, live-in partners part of the family? If so, for how long must they live together before they're accepted? Here. again. so many variables exist that the answer can only come from the family's willingness to discuss the issue without insult or recrimination. A good starting point may be to discuss what each person really means by familY.

Some family members may Purposely tailor their definitions to include or exclude the person whose presence has triggered the discussion. To avoid that, everyone should write down his or her definition. Then someone collects the papers and redistributes them so that each person ends up with a definition written by someone else. One by one, each Person reads aloud the definition in his or her hand and a discussion follows.

This exercise will not necessarily lead to a consensus definition of family-although that would be the ideal-but it will generate an honest, vigorous discussion that enables each person, as well as the family unit, to come closer to deciding what constitutes a family. Doing this exercise orients the family toward working together. It saves them from fighting for values that actually stand in the way of what is usuallY the ultimate goal: family unity.

A parent's fantasy is that the family that they have always envisioned will work together and stay together. It doesn't always work out that way. But if parents can approach the new realities with understanding, if they are willing to accept a challenge and to work at the challenge, then the most important parts of their dream-a supportive family and a successful family business-can still come true.

- Bernard Kliska is an associate of the Family Business Consulting GrouP, Marietta, Ga. He can be reached at (800)

5 5 1 -063 3 or kliska@ efomilybusi ne ss.com.

Reprinted with permission from The Familv Business Atlvisor, a copyrighted publicatbn of Familv Enterprise Publishers. No portion of this article may be reproduced without permission of Famil)- Enterprise Publishers.

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3 tools for providing an A+ customer experience

$ A crroN, Nor wonDs!" is the demand of today's cus.{A,tomer. Just saying you have the best service isn't golng to cut lt.

Store d6cor, staffing, inventory, product selection, and timely delivery speak much louder than any worn out phrases we profess to believe. These elements are visual representations of the actions we take. The sum of these parts equals the customer experience factor-a mental scorecard a customer uses to grade your performance against his expectations.

Meet expectations and you'll receive a "5" on a score of I to 10. Congratulations. You're average. Disappoint a customer and your score may fall to a 2 or 3. Do it often enough and you might end up on another mental list - the "Never Again as Long as I Live" list. Only by exceeding customers' expectations can you ever hope to raise the score. Raise it often enough and you'll earn their loyalty.

Customer Experience Management (CEM) is a methodology and discipline for improving the customer experience factor. Of course, you're already managing the customer experience to an extent. But, the real power of CEM is only tapped when every channel of customer interaction is carefully, intentionally administered. By every channel, I mean phone, sales counter, warehouse, Web presence, staff appearance and any other impression point between your company and the customer.

It Don't Come Easy

Even though intellectually you may accept the idea that

What Customers Really Want

A 2004 survey taken by the IBM Institute for Business Value revealed that the key drivers of customer loyalty are the person-to-person and in-store experience. In faci, the scoring in these two areas was triple the response to ,,pricing and value." (So much for the belief that all customers buy on price.)

What customers really want is personal attention. They want to do business with a company who can tum an ordinary transaction into a compelling customer experience.

CEM is a valid strategy, it's important to understand that it isn't easy to implement. In fact, most businesses fail to deliver a compelling customer experience even after admitting that CEM makes sense. Often, it's iust a matter of using the right tools.

Here are three tools that provide the foundation for building an exceptional customer experience unique to your customers.

Law *l.See through The Customer,s eyes.

John Daniels, manager of Average Wholesaling Supply, walked into the sales counter the morning after a heavy rain and noticed a roof leak had discolored one of the ceiling tiles with a muddy black stain. "I'll have to get that changed," he thought. But there were customers waiting and the phone was ringing and John was pulled into the busyness of the day.

The next morning, John again notices the stain and makes a mental note. And the days turn into weeks. Gradually, the stain becomes invisible to John. He no longer notices it, but "The Customer" still sees it. And, as irrational as it may seem, The Customer makes a connection, a micro-association,between the stain and the service. He begins to think that John doesn't care as much as he once did.

Am I exaggerating? Tom Beebe, former chairman of Delta Airlines, didn't think so. He told employees,..Coffee stains on the flip down tray may make a passenger wonder if we pay attention to engine maintenance." For four bucks and l0 minutes, John could've headed this negative perception off at the pass. Again, this may not be rational or

fair, but arguing the point is senseless.

The Customer's perception of your sales counter, your office, your warehouse, and dozens of other little impression points influence buying decisions. Change the ceiling tile, sweep the floor, and wipe off the dust. Pay attention to details. See your business through the eyes of The Customer.

Law *2.Listen to The Customer.

John thinks he's a good listener, but like most people, he filters what he's hearing through his own point of view. This causes John to jump to conclusions before the customer is through speaking.

At other times, John is a selective listener. Remember when your parents said to you, "You only hear what you want to hear." John is like that. One customer says something favorable about the service and it goes straight to his head.

But, when another customer walks up and tells him the restroom is dirty, he dismisses him as being OCD. No matter how plain the words, John can never hear exactly what the other person says, because he cannot bring to the moment his undivided and unemotional attention.

Active listening requires intense empathy. Act as if the person talking is the only one in the room. Then pretend the information you're about to receive is a matter of life or death. If it were, I guarantee you'd suddenly develop listening skills to rival Superman.

Law *3.Empower all employees.

The phrase "You'll have to talk to the manager" both emasculates the employee who has to say it and infuriates the customer who has to hear it. In the language of the consumer, this is known as "the runaround." The needs and demands of customers vary daily and employees must be empowered to handle any situation.

When you empower employees it transfers confidence to them and gives the customer an impression of competence. Richard Kessler, owner of Kessler's Diamonds, tells his employees, "When you're helping a customer, you are the company. If a

decision needs to be made, make it. Do whatever you think I would do."

When asked about employee mistakes. Richard admits. "One time in 10, I'll wish an employee had done something different. But that's a price I'm willing to pay to get the other nine fabulous decisions."

Remember, Richard is selling diamonds. If he can trust his employees to make decisions that carry that kind of price, shouldn't you be able to trust frontline employees to use discernment when helping customers. If you're not comfortable with giving employees total latitude, then set a dollar limit for what they can and can't do. For example, one manager places a $100 ceiling on returns employees can accept at their discretion. Even then, teach employees something else to say besides, "You'll have to speak to the manager.

Action! NotWords

Every business provides a customer experience. Most of time, it's by default. Most of the time, it's simply a matter of following what others have done before. But the great businesses, the ones that have become household names, like Apple, Starbucks, and Nike, design every detail of the customer experience. They understand that any chestthumping words of self-aggrandizement sound hollow and that a compelling customer experience smacks of action.

Take a minute to think of the many tired phrases those words could replace. "Best service in town." "The customer is king." "Fast service, friendly staff,fair prices." As a customer, I know that when I hear these empty clich6s, I'm reminded of how the adults sound in the Charlie Brown Christmas special: "Wa-wah. Wa, wa, wah."

Show us, don't tell ,.t, our customers silently plead. Customer loyalty isn't earned by the words you say, but by the actions you take.

Mike Dandridge High Voltage Performance www.highvoltageperformance.com

Bill Myrick has been promoted to c.e.o. of ProBuild Holdings, Denver, Co. He succeeds Paul Hylbert, who is stepping aside from day-to-day responsibilities, but will continue as a senior advisor and board member.

Eddie Smalling and Ryan Williams, ex-Forest Grove Lumber, are new to sales at Oregon-Canadian Forest Products, North Plains, Or.

Steve Culbertson, ex-American Forest Products, is now part of the sales staff at Talon Forest Group, Portland, Or.

Mark Durk, ex-Erickson Construction, is now general mgr. at Adobe Lumber, American Canyon, Ca.

Jerry Miller has retired after nine years as a designer/estimator with Johnson-Madison Lumber, Great Falls, Mt., following 24 years at Lumber Yard Supply.

Dan Byrne, ex-Hambleton Lumber, is the new sales mgr. at Family Investments Inc., which produces green fir and hem-fir cuttings in Battle Ground, Wa.

Matt Fields, ex-Pathway Marketing, is new to sales at Screw Products Inc.. Gig Harbor. Wa.

Sandy Alldredge, Shelter Products, Portland, Or., has retired after 47 years in the lumber business.

Randy Robins, ex-Weyerhaeuser, has joined Ainsworth, Vancouver, B.C., as market development rep for the Pacific Northwest, including Washington, Oregon, Idaho, Montana and Alaska. He is based in Auburn, Wa. Rocklin, Ca.-based Greg Bates, ex-APA, is now covering the mid-Pacific region, including northern California, Nevada and Utah.

Chuck Fuqua has been appointed executive director-strategic communications for American Forest & Paper Association, Washington, D.C. Brian Hawkinson is new as executive director-recovered fiber.

John Smit will remain on the board of Woodgrain Millwork, Fruitland, Id., after he retires Dec. 3l as president of subsidiary Windsor Windows & Doors, W. Des Moines,Ia.

Peter Alexander, director, BMC Select. Boise. Id.. has been named c.e.o., replacing Paul Street, who is now chief administrative officer and remains on the board. Stan Wilson, president and chief operating officer, will retire at the end of 2010. Michael Badgely has been promoted to executive v.p.

Mark Carpenter has beennamed senior v.p. for the West region at Hanson Building Products, Irving, Tx.

Charles C. Miller, president, Miller Lumber Co., Bend, Or., has been elected chairman of the Central Oregon Community College board of directors.

Bob Palacioz, Thunderbolt Wood Treating, Riverbank, Ca., and his wife, Jeannie, welcomed the arrival of their second grandchild, 6 lb. 12 oz. Payten Elizabeth Clark, born July 31,2010.

Sara Bellum has joined the braintrust at Mungus Fungus Forest Products, Climax, Nv., report owners Hugh Mungus and Freddy Fungus.

B.C. Concentration on Low Grade Lumber lrks U.S. Mills

The U.S. Coalition for Fair Lumber Imports is considering filing a trade complaint that British Columbia wood producers are violating the Softwood Lumber Agreement.

U.S. mills allege that B.C. manufacturers have been milling a larger percentage of low-grade timber procured with lower, government-subsidized harvesting fees.

Reportedly, low-grade lumber rose from l0%o of B.C. harvests in 2006 to 45Vo in 2009.

Universal Sells Endangered Truss Plant to Manager

When Universal Forest Products, Grand Rapids, Mi., announced it was closing its truss plant in Riverbank, Ca., general manager Jeff Qualle had to work fast to buy the facility and keep it open.

"I guess you could call this a shortsale," said Qualle, who had just weeks to find a silent partner and put together an offer. The sale became official August 9, when he took over the plant's assets and lease. Now operating under the name of Better Built Truss, the company has about 33

employees.

"I've worked with these people for years," said Qualle. "Some of them have coached my kids in baseball."

When Universal Forest Products bought the plant four years ago, the facility had close to $20 million in sales annually. Last year, sales were just $4 million. But Qualle is confident that the plant will succeed.

Business is already up 25Vo from last year, he said, and more than $500,000 in project bids have gone out. "We have fantastic people here who are working harder than they've ever worked. The workers, they feel like it's part of them now. And it is. It's for them."

Green Building Show Delayed

Green Contractors Expo has been rescheduled from this month to May 17- 1 8, 20ll, at the Las Vegas Convention Center, Las Vegas, Nv. The inaugural show was held last year at the same site, under the banner of the National Green Builders Products Expo. Ironically, the first show had been scheduled to debut in the fall of 2008, but was postponed to May 2009.

AFA Adds Talon as Division

AFA Forest Products (USA) Inc.. a subsidiary of AFA Forest Products Inc., Bolton, Ontario, has acquired Talon Forest Group LLC. Portland. Or.

Talon's principals Stcvcn Ward, Rob Turk. and John Percin-will stay on as managing partners and provide over 100 years of combincd cxperience in thc fbrest industry.

AFA already operates a distribution yard in Portland. but with thc adclition of Talon. "our combined sizc and experience level will now serve as the

basis for AFA's cntry into the U.S. tradin_e market and hclp expand its U.S. distribution rnarkct." accordins to an AFA release.

Arizona Lumberyard Nears

End of Marathon Remodel

B&D Lumber & Hardware.

Douglas. Az.. is nearing corlpletion of a total renodel that was l'irst envisioned nearly fbur years ago.

"We arc bc-einning to scc thc light at the end ol'the tunnel." said Laura Studer. who owns the store with her husband, David. ''It has bccn a krng

Old World Crafumanship In Today's Designs

Tru-Dry Timbers

Geo. M. Huff Lumber Co. has teamed up with Forest Grove Lumber to become the exclusive Soutlern California stockin g distributor of Tru-Dry Timbers.

All FGL Tru-Dry timbers are dried in "Heat'Wave USA's RFV" kilns. which use clean. renewable energy and have zero emissions.

Tru-Dry timbers are dried completely and evenly throughout so you won't experience the sticky problems often encountered with beams that are not dried to the core. Combine our selection of Douglas fir timbers along with our skilled milling staff and you've got one ofthe best resources in Southern California.

process and wc have tried to keep thc store sellable. moving thin-es and closing off sections to work on at a time."

Another factor is that the couplc hanclled the wholc project themselves, which included rcmoving, replacing, and updating cvcrything both inside and out. They also repavcd thc parking lot, addcd a storagc building for lumber and buildin-e materials, and erprrntlcd thc old oflicc.

"We wanted to make the store more comfortablc to shop in for our customcrs." said David. "We also widened the selection of products we sell, antl wlnted to make it ntore customer liicndly."

Coos Bay Rail Line Returning

After a fbur-year closure, the Coos Bay. Or.. rail line is scheduled tcr rcopen in spring 20 I I

The Port of Coos Bay has becn granted ti7.8 million by the state to rchabilitate thc linc. Most of the grant will be used to inrprove bridges and rcpair trestles along the Coos Bay-toEugcne route.

Thc port earlier rcccivcd grants to help purchase the railroad itself for $16.6 rrillion, afier it was shut down in 2007 due to unsafe tunncl conditions. Thc port then acquircd another $13 million in grants to restore the tunncls.

It is also seeking anothcr $13 million l-rorn the U.S. Department of Transportation to fix rails. tics and ballasts.

Plywood Plant Adding Dryer

Boise Cascade will spend Xlll million to replacc an aging dryer at its plywood plant in Medford, Or.. to boost capacity by rnore than 50olc.

"With the market like it is. this is the right time." said David Elliott. cngineering manager of Boise's westeln Orr'gon regirrn. "Scasonally. ytlu woulcl prefer to do it during the winter whcn you aren't producing as much. Summer demand is usually greater. but the demand has fallen so short with thc down markct."

Boisc Cascade hopes to install the ncw machinery late this nronth or in early October. Designed by Raute Precision ol'Finland with parts manufacturcd in China. the ncw dryer is bigger and more powerful. with increascd capacity.

"E,ach section has its own motor. so there is morc air and more efficient usc of air covcrasc." said Elliott.

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Weyerhaeuser Selling Shortlines

Wcycrhaeuser Co.. Federal Way. Wa.. has agrccd to sell its sir short-haul railroacls-including thc Columbia & Cowlitz Railway and Wcvcrhaeuser Woods Railroad in southwcst Washin-ston to Patriot Rail Corp.. Bocit Raton. Fl.

The other lirur lines arc thc DcQueen & Eastcrn arrd the Tcxas. Oklahorna & Eastcrn railroads in sotttheast Oklahonrl and southwcst Arkansas. ancl thc Coltlcn Trianglc and Mississippi & Skuna Vallev raillolcls irr Mississippi.

Combincd. thc six railnrads opcratc orer 160 Iriilcs o1' track. handling about 60.000 carloacls o1' lreight annually.

The deal is crpected to closc in thc lburth quarter.

Cabinet Demand Recovery Ahead

U.S. dernand lirr cabinets nationvn idc is forccast to clin'tb J.4o/c annually through 20 l-l to rcach Sl-5.2 billion. prcdicts the Frccdonit Group.

From 200.1 to l(X)9. dcntand decreasccl :1.117, a !ear.

Kitchen cabinets. which account lirr ll0% of total cabinct production. shoulcl risc 7.8olo annually. lvhilc bathroont cabine-ts increase 6.c)% a year.

Cabinets elsewhcrc in the home grcu 0.9ii annuallv fnrrn 2(X)4 to 2009. with thc rate cxpectccl to.junrp to 1.8% a 1,ear ttl 20 14.

IWPA RevisesVeneerStandard

Intcrnational Wood Products Association hus applttved a ncw' r'oluntary IWPA Cradc "Product Stanclar.cl l.or Importcd Rotary Cut Wood Venccr & Platfbrrns."'fhc prcvious standard was rclcased l0 r'cars ago.

"lt uas tinrc to do an overhaul." said IWPA vcnccr conrnrittee chair Bronson Neu'bLrrger. Clarkc Venecrs & I)lywood. "Taking into lrccount that vcncet' laces continuc to be thinner ancl thinner. r'ue realizccl thut itditlstmcnts to thc standard had to bc nradc."

'l'hc ncu spccs cstablish rttinintutrr t'cquir.cntents for circh grudc. and rcflcct thc currcnt trencl in thc wa1'\'eneers lurc bcin-u producccl lnd uscd in venecr and plv"l'ood markcts. "lt's a better explattittion ttf u'hat rrtills nccci to knclvr in orclcr to satisfy cust()rlrcrs' clclttand. itltcl uhitt Llscrs can e xpcct l'r-orn suppliers." aclclccl Ne uburgcr.

Oregon Harvest Down

Orcgon's tinrber harvcst in 2(X)9 was thc lor"'cst at 2.75 hillion bcl . ft.-sincc thc nriddle o1'thc Great Deprcssion. according to a ncw rcport. And e\pcrts (lon't e xpcct anything bctter this vear firr thc nation's lat'gcst tirrr ber-producing state.

"Thc prclrrrinaries I havc cortiittg this y'car shtlw it's going to bc.just aboLrt the salttc.'siticl statc fbrcst ecttnonrist Garl [-cttnurn. who compilcd thc ncw report.

Butch Bclnhirrclt. spokesperson lirr the Westeln Woocl Products Association. noted. "This bitsirtcss cnlit'otttttcttt is sonrething rnost pcoPlc haVen't sccn in thcir carecrs. Tliis is n<lt once in a gcncnrtion. It's far lrcvottd that. This is. pcrhlps. once in a ccnturv t1'pe stul'l'."

Robbie Robinson. purt o\\'ttcl'attd c.c.o. llt Starfirc l-unrbcr. Cottagc Cirorc. agrees. "Wc'r'c running thc sar',nrill onc ueek. thc plancr the nexl wcck. trving to do cvcrvthins *ith thc sllnc crcw 1o keep vu'olkirtg lrt all. Wc didrt't ci.cn do that in thc'tlOs." he saicl "l'ttt lltrious. Er.'cry pllcc you look. solllcoltc is reasonabll itrtrious."

Trealed lumber is pure torture if you're a SCIG{. lt's a conosive, chemical-laden, especially nasty place that eaFscrews alive. Luckily, extensive third-party testin g perform@ accredited ICC research facility confirmed what we've always known; when it comes t0 preventing c0r0si0n caused by treated lumber, Climatek has you certifiably covered. For a copy of the ICC test results and a closer look at the hst scrcws available, visit wwngrkfasleners.com

Hampton Hopes to Restart

Warrenton Mill in Late Spring

Hampton Affiliates' sawmill in Warrenton, Or., could re-open by late spring next year, if the economy picks up.

"If there's a little improvement. we'll open the mill," said c.e.o. Steve Zika. "We're investing money, it's good for long-term competitiveness." He's hoping to restart between April and June.

Hampton bought the mill from Weyerhaeuser in December 2009 and immediately closed it for extensive

upgrades, including log-scanning equipment and a new boiler.

The mill's new manager will be Bill Slagle, who formerly managed Hampton's mill in Willamina, Or.

SPI PowerS Up, Powers Down

Sierra Pacific Industries, Anderson, Ca., has suspended production at its power plant in Loyalton, Ca., as it awaits approval to expand the biomass facility at its sawmill in Anderson.

SPI blamed the late August closure in Loyalton on decreased timber sales in the area, creating an insufficient

supply of fuel to feed the 20-megawatt cogeneration plant. The constrained timber supply earlier led SPI to close the power plant for several months late last year and shutter its Loyalton sawmill several years prior.

The current facility in Anderson produces 5 megawatts of power for the mill. Once expanded, the plant will produce 3l megawatts-enough to power 24,800 homes-and the excess will be sold to a power company.

"We won't have a problem selling it," said SPI spokesperson Mark Pawlicki.

Gain a sales advantage by collecting info about your competitors

A s salgst't opt.E. \\'e love to cclm.ILpluitt lhoul the .rtmpctitiott. Unfortunately'. complainin-r docsn't dc'r us any -good. A better approach is ttr create a system to learn about thc competition. Knou'led-te of the competition-not onlv their stren-uths and wcaknesses. but also their patterns and tendencie s will providc 1'oLr with a distinct aclr"anta-re. and prel'cnt 1'ou frorr gctting blinclsidcd or scriously outmaneuvered.

That happened to nrc. To this clal-. I still get a sick tccling in nrv st<tIrach as I rcnrcnrber thc rlal' *'hcn I lost ttty largesl account to nrv arch conry-rctitor.

It was an account that rnade up 20% of my total vcllume. In my blissful ignorance, I was content to grow m1' business by calling on the end users and purchasing department. while nt1' competition was successfully' building a relationship with the administration.

The result'l My best account signecl a prime vendor. solc-source agreemcnt with nry conrpetitor. and w'ithin 60 clays. I was alrnost totllly out of that account. I was blinclsided.

That's a lcsson that sticks u"ith Itic. ancl or.rc fror-n which yor-l can learn. To bccomc goocl at kno'uvirtg uhat yttur conrpctition is up to, itttplcrncnt this

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Matthews is a so utions or ented supp ier, work nq with the mill to provide a turnkey insta lat on \N th r0mp ele systcm iftegrat 0n into cxistinq networks

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simple three-step process :

Step One. Collect bits and pieces of information

Begin by consciously collecting litlle picces ol int'ormltion at evcry opportunity. For examplc. you nlay have lost a bid or a particular piccc of business to your competitors. Rather than just moping aboLrt it. usc it as a learning opportunity. Try to find out fiom your customer why they awarded the business the way they did. If it was price alone, try to find out hctw much Iower their price was than your price. If it's somethin_e else. find out what.

That information won't helo for that particular piece of business. but it may give you an insight into the pricing policies of the competition. Write the information down on a 3x5 card, a piece of scrap paper, or a Post-it note.

Take your good customers to lunch, and casually see if you can steer the conversation in such a way as to learn something about your competiti()n. Keep your eyes open to the coming and going of competitive salesmen. Note when you see them. and in what account. Be sensitive and awarc of competitive literature. busincss cards. and price quotes lying around. And don't lbrget to talk with the other sales people who work for your company to get their insights.

All these are ways to collcct bits and pieces of information. By thernselves, they won't help much. But. if you combine these bits and pieces. you may very well see trends. uncover strategies, and discover tactics your competition is using.

Step Two. Store the information.

As you collect each bit of information, capture it by writin-r it down and putting the note in a manila folder marked "competition." Or. store it in an electronic file on your computer. You may even have a separate folder for each major competitor.

Regardless, what you're doing is assembling a quantity of infirrmation. Diligently collcct those bits and pieces of infirrmation. and file thenr away.

Step Three. Use the information.

After you have collected a quantity of these, you'll be able to open that file on a regular basis. consider all the pieces of infbrmation. and discover a great deal about 1 our compet itors.

The trick is to consistently collect and store information. Eventually you'll assemble an accurate picture. It's like the popular game show lVlreel

oJ' Forttrne. When Vanna White turrs over one letter, it doesn't give you much of a picture of the answer. But after she's turned over several of these small individual pieces, the whole becomcs clear and the answer to the riddle is sirnple to understand. That's the way collecting infbrmation about ) trur ctlmpctit ion works.

Thc back of an old business card on which you notcd that you saw a compctitive sirlcsperson showinq a ncw line of widgets, by itsclf, doesn't mean much. But if you filed that along with all the bits and pieces of infbrmation you've collected, and then pulled it all

out and analyzed it, you might see an entirely different situation.

Suppose you reviewed that business card note, combined it with the note you made to yourself that you saw some sales literature on the competitive widgct line on thc desk of one of your purchasing agcnts, and thcn saw that you lost a major bid to the competition bccause he quoted a new linc at lower than traditional prices. All at once you've uncovcred a potential threat to your business. Clearly, your competitor is pushing a new, lower-priced widget line. You didn't (Plettse turn to puge 50)

NATU RE'S DES IGN TECHNOTOGY'S ASSURANCE

www.lifespqnoutdoorcom

Bosed in Annopolis, MD, Fletcher Wood Solutionso is the lorgest monufocturer of defect-free, oppeoronce grode rodioto pine products in New Zeolond. Distributing our cleor boords, mouldings, LIFESPANo treoted wood, ond lumber to the North Americon morket through our proven ond completely integroted supply choin, Fletcher Wood Solutionsi-) mcintoins direct cccess to one of the lorgest FSC certified'8 pine plcntction {orests in the world.

Wood videos educate dealers and their customers

'pnessune TREATED wooo has |. remained the No. I decking product in the country for decades. The Real Outdoor Living (ROL) program adheres to the goal of continuing the decking dominance of wood through a strategic marketing campaign aimed at homeowners, retailers and dealers.

A key element of the program is the retail outreach arm, designed to inform retailer and dealer employees and educate their customers. Coordinated with both big-box retailers and independent dealers, program elements include sell sheets, informational pocket guides, in-store signage, and education videos. Each piece carries key messages to educate about the benefits of choosing, using and maintaining wood for outdoor projects.

"Wood education videos were something we discussed in retailer

meetings, and it seemed like a strong, targeted way to reach multiple audiences with our messages," says Debbie Burns, president of Southeastern

Big Creek Lumber Co. has a long

high quality California redwood.

During our 63 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 stock and fencing. Order full, mixed or paftialtruckloads.

Lumber Manufacturers Association, which manages ROL. "The depth of information that can be covered in a short video, combined with the ability

PH0T0 SH00T for the Real Outdoor Living program.

to augment with impactful graphics, resulted in an eye-catching video filled with key information."

Strategic Partnerships

Realizing the opportunity to strengthen the pro-wood message, the ROL team approached two other wood species groups and offered them the chance to partner in the video production. Western Red Cedar Lumber Association and Mendocino Forest Products were quick to jump on board.

"The opportunity to enhance our wood message by bringing in other species was just perfect," says Burns.

Brealcing It Down

Topics to be addressed within the wood education videos came directly from recent research. Through a series of focus groups, key misunderstandings and misconceptions were uncovered within all key audiences (consumers, contractors, dealers). Based on the issues that came to light again and again, a script outline was developed to include key messages to address all concerns.

The script took main messages that translated between all three species and placed them front-and-center, with these sections opening and closing the videos. From there, species-generic sections were created, giving each wood a chance to share its specific information on use, handling, maintenance and life cycle assessment.

Brad Staggs. home improvement show host on HGTV. DIY. and HGTVPTo and a licensed contractor, has been part of the ROL team for six years, serving as consumer spokesperson in news releases, radio media tours, and satellite media tours. A long-time fan of wood with a deep understanding of the product, Brad was a natural fit to narrate the series of wood education videos.

Metro Atlanta was chosen as a cen-

Videos for Dealers

Based on the success of the initial wood education videos, members requested a version be created to reach out to independent LBM dealers.

Shot and edited in January 2010, this series of three videos focuses on the unique needs and opportunities available to independent lumber dealers and their customers.

All three independent lumber dealer wood education videos can be viewed at www.realoutdoorliving.com. BuiHing-Prcduclsorn

tral shooting point, with specific locations including a beautiful backyard deck and a retail location. The shoot took place in August 2009 with representatives from all three associations in attendance.

"Part of the mandate behind the Real Outdoor Living program is to reach out to all major retailers equally," adds Burns. "This was a real chance for us to educate our key audiences while also creating an opportunity to spread the word about wood across many additional audiences. You'll see more projects from Real Outdoor Living along these lines in the coming year, all with the goal of

getting the right information out to the right people at the right time."

The videos can be found at www.realoutdoorliving.com.

How to Sell Treated Wood

With the videos taking on some of the aspects of working with pressure treated wood, the ROL team decided to enhance the effect with the creation of a pressure treated wood sell sheet.

Available as a free PDF download at www.realoutdoorliving.com, the sell sheet breaks down the main selling points of the product, focusing on common myths countered by the facts.

AinsworthEngineeredThermaslrand eliminates all kinds of temperature-raising hassfes. lt not only blocks up to 97% of the radiant heat that hits a roofAinsworth's unique one-step in-line manufacturing process also provides far superior breathability, and foil adhesion guaranteed against delamination. Easy to instaf l with a great finished appearance,AinsworthEngineeredfhermastrand,s the natural choice of cooler heads everywhere.

Ainsworth Thermastrand'- Blocks the heat

Ainsworth Group of Companies 877 661 3200 Toll free sales@thermastrand.com wwwthermastrand.com

Deper l-Joists

TJI 560D I-joists from ilevel by Weyerhaeuser feature depths up to 24" that are suitable for singlelayer fire separations and heavier-duty loads.

The joists are lightweight, available in long lengths, and engineered to better resist warping, twisting, and shrinking.

I ILEVEL.COM

(888) 453-83s8

Lighter Sheetrock

USG's Sheetrock Ultralight gypsum wallboard panels reportedly are up to 3O7o lighter than traditional panels.

The panels are available in standard lengths from 8' to 16' and 48" and 54" widths.

T USG.COM

(800) 950-3839

BORATE TREATED WOOD

Hiboro brand treated wood is a borate treated desiped for interior house framing in Ha treafed wood resists attack by Foimosan termites and numerous hbusehold

Wraps with Gertainty

CertainTeed' s CertaWrap weather-resistant barrier provides primary protection during construction and secondary protection after cladding is installed. Properly installed, the wrap will reduce drafts in the wall, inhibit the growth of mold, reduce energy costs, and not disintegrate over time.

T CSRTRINTEED.CoM

(800) 233-8990

Recycled Gork Floors

Cali Bamboo now offers CaliCork ready-to-lay flooring, constructed from recycled cork. Cork naturally insulates against both temperature and noise. A proprietary ceramic coating reportedly protects against scratches, scuff marks, scoring, and rough spots.

I CALIBAMBOO.COM

(888) 788-2254

BTePRO' bruld interior fue retardant is the construcfion industryS newest and most advanced fire protecdon s!6tfNn for worid. The unique FirePro ctrmistry is a parent p€nding formulaion tha coduins no phoqphomulbased cominunds.

$t*a$thg $*ff6€*

The PVC Stealth sotfit is arnilable in ll" ancl l6' to rccluce joittts.

Tltt' r crtte .l .rrl l'it ltrs kccp insccts tlut. atirl u frce lirspace.

T VERSATI]X.CON,I (71-l) fJ57-llll

fronr Versatcx Trimboards ri iclths irncl lensths ol' llJ"

na.i.q&;ffi

$€*n*d ***ryk

Dune ccramic riall and I'loor tiles fiom Eliane ofl'cr thc look of natural stone \\ ith a satin finish. Ar ailublc- in thrcc descrt colors. the ctlllr'e titln inclurle s nr o lur-.,e-fot'nutt sizcs lirr lloorin-t ( l8"r lll" lncl l.l"r l-1") antl it strtrtclarcl l0"r 13" wlrll-sizccl lirrnlrt. Acce ssorr picce s irtclr.rtle btrllttosc. tritll. tltosLttts. inscrts. lrtil listcllos * itlt ehrrrttfcrcd eclgcs.

Gleaner Gutters

The Leaf Defier helps keep all kinds of litter from entering and clogging roof gutters.

The lightweight, flexible device is made of urethane polymers, with a foam-filter insert to allow water and fine particulates to flow freely through gutters.

T LEAFDEFIER.COM

(866\ 795-4',710

Faster Wood Floors

The FloorMaster nailer from Duo-Fast speeds up blind and face nailing when installing hardwood flooring.

Detachable pads and a nailing guide protect floors, walls, and cabinets during installation.

The tool uses l6-guage finish nails that leave a smaller, less visible hole, for a cleaner finish.

I DUO-FAST.COM

(888) 386-3278

Strying Gonnected ro trusses

Simpson Strong-Tie's VTCR connector simplifies the installation of valley trusses.

The connector can be installed after the valley truss has been set, with SD-9 nails or SD structural connector screws.

r STRONGTIE.COM

(800) 999-5099

Gomposite Deck Screws

Screw Products redesigned its 10x2-3l4" C-Deck screws to eliminate mushrooming on composites. They come with an ACQcompatible e-coat or in stainless steel with color-matched head.

Crow's Market & Price Service

The most comprehensive market & price service covering the North American lumber and panel market.

As a subscriber to Crow's Market & Price Service you'll get the following great features:

' Crow's Weehly Marhet Report - the longest-running & most respected Iumber & panel price reporting publications in North America.

' Crow's Price Watch - an online service that allows you to analyze price trends and instantly see which prices are up and down and by how much.

' Crow's Lumber & Panel News Seruice - a comprehensive & reliable daily news service covering the latest lumber news & wood products industry developments.

' RISI's Lumber & Ponel Outlooh - a weekly analysis of wood products markets by RISI's economists - the most trusted source of fbrecasting in the North American industrr'.

Rosettes on Display

A freestanding merchandising board displays hand-carved keystones and rosettes manufactured by Themed Millwork.

Customers can choose from more than 35 different themes, or design their own.

Customized wood-framed mirrors and chalkboards are also available.

(208) 687-1200

Crw's Constructi*n$aterials Gost Index - (GilCl)

CMC|is a lzeehly u4ated indexthat sl,orrys fie impad of changing prices for a realworld application used in resdentialsirg.le family home construction. Producb used in the index are fron the $taterials /r.rt far an actual home plan.

Mountain States Lumber & Building Material Dealers Association has chosen "How to Be Uncommon in a Common World" as the theme of its Sept. 30-Oct. 2 fall conference at Sonnenalp Resort, Vail, Co.

Speakers will include Daniel Fessler, c.e.o. and chairman of the board for Lamperts, St. Paul, Mn., and Chris Oldham, an HR consultant with the Mountain States Employer Council, Colorado Springs, Co.

Lumber Association of California & Nevada's Oct. 21-22 annual convention at the Hyatt at Fisherman's Wharf, San Francisco, Ca., will kick off with the Log Jam 5K Fun Run. The new event will benefit the Wounded Warrior Project.

Speakers include Dr. Patrick Moore, who will discuss why "Trees Are the Answer." Mike O'Brien, president and c.e.o. of National Lumber & Building Material Dealers Association, will speak on the state of the association, while Randy Morgan, Morgan Systems International, will present "Against the Grain: High-Yield Leadership in a Low Confidence Economy."

APA-The Engineered Wood Association has picked Eric Belsky, managing director of Harvard's Joint Center for Housing Studies, as the keynote speaker at its Oct. 1720 annual meeting at Westin La Paloma, Tucson, Az.

Scott Sedam, president of TrueNorth Development, will share his experiences consulting with builders who want to adopt efficient, profit-producing management practices.

On the schedule are all-day safety and health workshops on such topics as dust exposure, safety programs, and best practices. Winners of the 2009 safety and health awards will be honored at the Chairman's Dinner.

National Lumber & Building Material Dealers Association has elected Joseph R. Collings, Ferguson Lumber, Plainfield, In., as its new chairman. He is a past president of Indiana Lumber & Builders' Supply Association.

North American Building Material Distribution Association is teaming with the North American Association of Floor Covering Distributors to present the first-ever NAFCD & NBMDA Distributor Marketnlace

on Nov. 16-18 at The Broadmoor Hotel, Colorado Springs, Co.

On the schedule are manufacturer-hosted meetings. keynote speakers, and roundtable discussions.

Association of Millwork Distributors has launched a new online course on "Principles of Professional Selling."

Divided in 10 modules totaling l6 hours of online training, it's the second professional course developed by AMD for its online education program. In September 2009, AMD launched "Millwork Principles & Practices."

Gollecting Info on Competitors

(Continuedfrom page 4l )

learn that from any one piece of information, but rather from a combination of pieces, considered as a whole.

The key to uncovering that information, to discovering what your competition is up to, is to consistently collect pieces of information, store them, and then analyze them as a whole from time to time.

In the Information Age economy, much of your ability to make good decisions depends on you being able to collect good information. If you are going to take your performance up a notch, you must see yourself as a dealer in information as well as a seller of stuff. An important initial step is to get good at collecting good information.

- Dave Kahle, "The Growth Coach," is author of seven bottks and has trained tens of thousands of salespeople and sales managers in 17 states and seven countries. He can be reached at (800) 331-1287 or cheryl@davekahle.com.

LOS ANGELES Hardwood Lumberman's Club installed new officers at its Aug. '12 meeting in Fullerton, including //-r) J1l oresident Dan Bohannon, membeishiD cnair Walter Ralston. [2] Kevin Trussell, social chair Steve Ondich. [3] Dale Bohannon, Nathan Osborne. [4] Christa Bohnhoff, Bill Fitzgerald. [5] Jim Gaither, Dennis Johnston. [6] Phil Sanis, Marty Fox. [7] Alan Arbiso, Matt Banass. Unshown board members are treasurer Ganison Cox and member-atlarge Charley Fiala.

Edward John Smith ('Ted"

Gilbert Jr., 81, former owner of Product Sales Co., Orange, Ca., died Aug. I I in Orange, following a lengthy battle with Parkinson's disease.

Shortly after graduating from high school in 1947 , he began working in his father's sawmill in Garberville, Ca. He purchased his own hardware store in Garberville in the early 1950s and later acquired a sawmill near Gualala, Ca. In 1965, after trying his hand as a wholesale lumber rep, selling into Southern California for Northern California mills, he formed Product Sales, with an office in Newport Beach and a distribution yard in Santa Ana. He expanded to a larger facility in Orange in 1980, selling the business to Anfinson Lumber Sales in 2004.

Ronald Lloyd '5Ron" Lewman, '73, retired president of North Bay Forest Products, Santa Rosa, Ca., died of Lou Gehrig's disease Aug. l2 in Santa Rosa, Ca.

After serving with the U.S. Army in Korea, he got his first industry job, in counter sales at Longbell Lumber in Oklahoma. In 1964, he opened Valley Lumber & Hardware, El Sobrante, Ca., with a friend. He later ran sales in 17 states for Louisiana-Pacific Corp. ln 1973, he started North Bay. He sold the business and retired in 1995.

A long-time member of the Black Bart Hoo-Hoo Club. he hosted the Old Time Lumbermen's barbecue several times.

Homer M. Hayward, 89, retired owner of Hayward Lumber, Monterey, Ca., died July 30 in Salinas, Ca., after a brief illness.

His grandfather started the company in 1921, and he started working there as a yardman at age 16. After

graduating from U.C. Berkeley in 1943, he joined the Army and served as a staff sergeant at the 96th General Hospital in Malvern, England.

After the war, he became head of the family business and acquired lumberyards in Cambria, Seaside, Morro Bay, Carmel, and San Luis Obispo, Ca. He served on the company's board of directors until 2005.

Mark J. Taggart, 57, outside salesman for R/W Specialties West, Salt Lake City, Ut., died of cancer July 17 in Riverton, Ut.

With R/W since 1984, he was honored in 2009 as Mountain States Lumber & Building Material Dealers Association's Outstanding Outside Salesman Award for the state of Utah.

Stanley Doi, 63, longtime lumber salesman in the West, died July 20 in Puyallup, Wa., after a long battle with

pancreatlc cancer.

He started his career with Triangle Pacific, Slocan, B.C., and worked most recently with Bear Mountain Forest Products, Portland, Or.

Yvonne Polatchek,60, whose husband, Roy, owns Liberty Woods International, Carlsbad, Ca., died Aug. 2 in Rancho Santa Fe, Ca.

Born in Panama, she attended college in the U.S. and acted as a translator for her husband's business transactions in Central and South America.

W.L. "Dub" Blasingame, 7 | , retired manager of Construction Supply, Farmington, N.M., died June 23 in Farmington.

He started working for the company in 1958, and also served as a director on the board of Mountain States Lumber & Buildins Material Association.

CTASSIFIED

Rates: $1.20 per word (25 word min.). Phone number counts as 1 word, address as 6. Centered copy or headline, $9 per line. Border, $9. Private box, $15. Column inch rate: $55 if art furnished "camera+eady" (advertiser sets the type), $65 if we set the type.

Send ad to Fax 949-852-0231 or dkoenig@ building-products.com. For more info, call (949) 852-'1990. Make checks payable to Cutler Publishing. Deadline: 1 8th of previous month.

To reply to ads with private box numbers, send correspondence to box number shown, c/o The Merchanl Magazine,4500 Campus Dr., Ste.480, Newport Beach, Ca. 92660, or dkoenig@building-products.com. Names of advertisers using a box number cannot be released.

OFFICE & WAREHOUSE FOR LEASE:

Northern California Sacramento region. Approximately 2900-sq. ft. office attached to 30000-sq. ft. warehouse. Warehouse clear span height 20 ft. Office & restrooms ADA accessible. Warehouse includes three-man doors with large 20-ft. roll-up door. 220V power available. Fire sprinkler system throughout. Truck shop facilities provided. including minor repair work, oil changes, steam cleaning, etc., at favorable rates. Ample truck parking space in back of facility. If additional space is needed, an option on additional 30,000-sq. ft. warehouse will be available soon. Office & 30,000sq. ft. front warehouse available aL .29A per sq. ft. Option for rear warehouse .25 per sq. ft. If interested, please call Tom Williams, (530) 742-2168,between 8 a.m. and 5 P.m.

INSIDEiOUTSIDE SALES - Northern California lumberyard. We are seeking two sales positions. Inside sales will work with outside sales and others of the distribution team to grow existing customers, create new customers, and provide account maintenance. Outside sales will work with contractors and homeowners to create relationships resulting in lasr ing partnerships. Solicit and develop contractor relationships, estimating, visit jobsites.

Qualifications: Must have extensive knowledge of building materials, lumber, millwork, estimating and decking experience is a plus. Prior related experience selling building materials to contractors (remodel and homebuilders, homeowners, framers, etc.). Interested applicants please forward your resume to Box 7l'7, c/o The Merchant Magazine,4500 Campus Dr., Ste. 480, Newport Beach, Ca. 9266O, Fax 949852-023 l, or dkoenig@building-products.com.

LUMBERTRADER

We are a wholesale lumber company looking for an experienced trader. Any species. No restrictions on mills or customers. No relocation.6OVo split for trader. Call John at Lakeside Lumber at (623) 566-7100 or email lakesidelumber@cox.net.

DATE Book

.tlstlngs are often submifted months in advance. Always verif dates and locations wfh sponsor before making plans to att6nd.

True Value Co. - Sept. 13-15, fall market, Convention Center, Las Vegas, Nv.; (773) 695-5000; www.truevaluecompany.com.

Willamette Valley Hoo.Hoo Club - Sept. 15, trap shoot, Sportsman's Club, Creswell, 0r.; (541)485-5979.

DeckExpo - Sept. 15.17, Baltimore Convention Center, Baltimore, Md.; (866) 475-6495; www.deckexpo.com.

Jensen Distribution Services - Sept. 15.17, fall market, Spokane Convention Center, Spokane, Wa.; (509) 624-1321.

Remodeling Show - Sept. 15.17, Baltimore Convention Center, Baltimore, Md.; (866) 475-6495; www.remodelingshow.com.

Pacific Logging Congress - Sept. 15.18, ln the Woods Show, Longview Timberlands, Clatskanie, Or.; (425) 413-2808; www. pacificloggingcongress.com.

Western Wood Products Associaton - Sept. 17, Lumber Pioneers annual meeting, Monarch Hotel, Clackamas, Or.; (503) 2243930; www.wpa.org.

Montana Wood Products Assn. - Sept, 21.23, annual convention, Whitefi sh, Mt, ; (406) 443-1 566; www.montanaforests.com.

Door & Hardware Institute - Sept. 22-23, annual conference & expo, Navy Pier, Chicago, ll.; (703) 222-2010: www.dhi.org.

Los Angeles Hardwood Lumberman's Association - Sept. 23, Alan Bohnhoff Memorial Golf Tournament, Costa Mesa Golf & Country Club, Costa Mesa, Ca.; (626) 445-8556.

Portland Hoo-Hoo - Sept.24, fall concat & social, Manzana's, Lake Oswego, Or.; (503) 675-0040.

Building Component Manufacturers Gonference - Sept. 29.Oct. 1, Charlotte Convention Center, Charlotte, N.C,; (608) 310-6722: www.bcmcshow.com.

Mounlain States Lumber & Building Material Dealers Associa. tion - Sept. 30.0ct. 2, fall conference, Sonnenalp Resort, Vail, Co.; (800) 365-0919; www.mslbmda.org.

Remodeling & Decorating Show - Oct. 2.3, Los Angeles Convention Center, Los Angeles, Ca.; www.thehomeshow.com.

Lumber Association of Califomia & Nevada - Oct. 7, 2nd Growth meeting, Embassy Suites, Brea, Ca.; (916) 235-7490; www.lumberassociation.org.

Portland Wholesale Lumber Association - Oct. 7, meeting, Newport Seafood Grill, Tigard, 0r.; www.portlandwholesalelumberassociation.org.

Black Bart Hoo-Hoo Club - Oct. 8, golf tournament & BBQ, Ukiah Municipal Course, Ukiah, Ca., (707\ 621-4852.

Do lt Best Corp. - Oct.9.1'1, fall market, Indiana Convention Center, Indianapolis, In.; (260) 748-5300; www.doitbestcorp,com.

Association of Millwork Distributors - Oct. 9.14, annuat convention, Gaylord Opryland Resort & Convention Center, Nashville, I n.; (727) 372-3665; www.amdweb.com.

American Architectural Manufacturers Association - Oct. 10.13, national fall conference, Hyatt Regency Tamaya, Santa Ana Pueblo, N.M.; (847) 303-5664; www.aamanet.org.

Builders Hardware Manufacturers Assn. - Oct. 11.13, fall meetinq, Palm Desert, Ca.; (212) 297 -2109;www.buildershardware.com.-'

Pacific Coast Wholesale Hardwood Distributors AssociationOct. 12, pre-NHLA reception and dinner, Fairmont Hotel, Vancouver, B.C. ; www.pcwhda.com.

National Hardwood Lumber Association - Oct. 13.16, annual convention, Hyatt Regency, Vancouver, B.C,; (800) 933-0318; www.nhla.com.

Western Hardwood Association - Oct. 15, annual business meef ing, Hyatt Regency, Vancouver, B.C.; (360) 835-1600; www. westemhardwood.com.

Western Wood Preservers Institute - Oct. 17.20, annual meeting, Westin La Paloma Resort, Tucson, tu,; (800) 729-9663.

Alaska Forest Assn. - Oct. 20.21, annual convention, Captain Cook Hotel, Anchorage, Ak.; (907) 225-6114;www. akforest.org.

Lumber Association of California & Nevada - Oct. 21-22, annual convention, Fisherman's Wharf Maniott, San Francisco, Ca.: (800) 266434a; www. lumberassociation.org.

Remodeling & Decorating Show - Oct. 23.24, Orange County Fairgrounds, Costa Mesa, Ca.; www.thehomeshow.com.

Green lndustry & Equipment Expo - Oct.28.30, Kentucky Fair & Expo Center, Louisville, Ky.; (800) 558-8767; www.gie-expo.com.

Ace_Hardware Corp. - Oct. 28.31, fall market, Orange County Convention Center, Orlando, Fl.; (630) 990-7662; www. acehardware.com.

Willamefte Valley Hoo.Hoo Club - Oct. 30, member appreciation night, Shadow Hills Country Club, Junction City, Or.; (541) 4855979.

r IDEA file

Money Talks

A hardw&fe store in Franklin, Ma., has learned that money talks-especially if it comes in the form of a $1,000 shopping spree.

Jim Daddario. owner of Daddario Hardware, is using the twice-yearly giveaways to publicize the store's spring and fall merchandise catalogs and draw curious customers into the store.

This spring's winners-selected at random from hundreds of entries submitted to the store from March 1 to May 3l -were able to choose from more than 65900 items available either at the store or through its alliance with Do it Best.

"Bigger isn't always better," says Daddario, who opened the store last September. "Our supply partner, Do it best Corp., affords us the ability to have access to thousands of products."

From the beginning, Daddario's goal has been a general store atmosphere that supplies products and services needed by the local community. Along with the usual building material categories, the store offers screen repair and a complete rental center onsite.

Customers have until Nov. 30 to enter the next shopping giveaway. Until then, special offers on the store's Facebook page draw customers with no-sales tax deals on store purchases and special orders, as well as other discounts such as l07o offbird feeders and bird feed.

California Redwood Co., The [www.californiaredwoodco.com].........3

Galifornia Timberline ..........,....,

Capital [www.capital-lumber.coml .............,,,......,,,,..............""....33, 47

Gompass Lumber Products Inc. [www.compasslumber.coml..."".'48

Enduris [www.enduris.com]...... ....,.............................5

Fasco America [www.fascoamerica.coml

Fletcher Wood Solutions [www,tenonusa.com].............,....,,.............41

Fontana Wholesale Lumber [www.fontanawholesalelumber.com]..46

Fred G, Holmes Lumber Co........ ..,.,.........................'37

Gemini Forest Products [www.geminiforest.com].......,,.................."51

Georgia-Pacific [www.gp.com/build]......................,................'Cover lV

GRK Fasteners [www.grkfastenerc.com]

Hufl Lumber Co

Humboldt Redwood Co. ............

Keller Lumber Co. .............,,.. ,,,,,.....''47

Krauter Solutions [wwukrauter-storage.com]

Lausmann Lumber [www.lausmanlumber,com] ................,...............35

LP Building Products [www.lpcorp.com] ..,,,,..........,,,."...,......""...'..'29

Lumber Assn, of California & Nevada Iumberassociation.org].......44

Matthews Marking Products [www.matthewsmarking.com].............40

Norman Distribution Inc. [www,normandist.com] ......................'......53

North American Wholesale Lumber Assn. [www.nawla.org].,..........26

Nu Forest Products [www.nuforestproducts.com],,...,,.,,,,,,...........,,,21

Pacific Wood Preserving Cos. [www.pacificwood.com] ...,.........,.'...28

Progressive Solutions [www,progressive-solutions.com] ......Gover ll

Redwood Empire [www.redwoodemp.com]....,,,.........,.,....,.,.....Cover I RlSl [www.risiinfo.com/crows]......

Roseburg Forest Products [www.rfpco.coml .......,,,,......,,,....,.C0ver lll

Royal Pacific Industries...,...... ...................................45

RoyOMartin [www.royomartin.com]..........,.,.. .........'25

Screw Products [www.screw-products,coml .............,,,...,.................49

Simpson Strong-Tie [wwwstrongtie.com] ....,,,........,.,,................,,....27

Siskiyou Forest Products [www.siskiyouforestproducts.com].......,31

Sunbelt [www.sunbe|tracks.com].................,........,,,.........,.................51

Swanson Group Sales Co, [www.swansongroupinc.com] ........,......1 5

Thunderbolt Wood Treating [wwuthunderboltwoodtreating.com] .50

Van Arsdale-Hanis Lumber Co. [www.vanarsdaleharris,net],,.........50

Viance [www.treatedwood.com]

For morc info on adverlisers, call themdircclly or visit lheir websi{es lil brackc(sl