Selling Ships

If fs ARE ALL ar different levels with our customers. Y Y Where do we want to be? What is our ultimate relationship goal?

ServiceShip

The Serviceship level starts with our first contact with the account. They do not know us, trust us, and in some cases have a pre-disposed negative attitude that we will have to overcome.

This is the Missouri "Show Me" stage. We must be hyper-vigilant about details. When a potential customer gives us an opening, we must take advantage and make sure all details are checked and doubled-checked. Field reps should coordinate with trucking to arrive with their first shipment, for example. Inside sellers can (virtually) do the same by following up with a phone call at deliver time.

In addition to excellent detail work, we must call these customers on a regular basis. I am flabbergasted by the number of salespeople I work with who prospect an account, qualify them as a good fiVpotential customer, and then don't call them on a regular basis.

Once we take an account into our rotation-we have decided they deserve our time-we work them just as we would an existing account. We will not become our potential customer's main supplier if we are not persistent and consistent with our contact from the outset. If we work them like a secondary account, they will treat us like a secondary supplier.

Many salespeople make the mistake of staying in Serviceship mode with customers. Alas, we cannot service our way to the top of a sales business. On to Friendship!

FriendShip

The Friendship level happens after we have earned our customer's trust through our business delivery and consistent personal contact. (This does not always mean friendly. Some people will never be friendly, but they will trust usThe Friendship level.)

Because of this trust, doing business is easier. While there are still negotiations, they are more transparent and more win-win oriented. Mistakes are forgiven or fixed quickly. Volume increases.

This is a happy stage in the relationship with a customer, and many salespeople confuse happiness with winning. (A touchdown makes me happy, but does not win the game. A date makes me happy, but does not a lifetime partnership make.)

Two mistakes are made at this stage of the relationship. The first is taking advantage of the friendship and trust we have built. We start to slack off on the detail work. (Who in sales loves detail work?) We don't hustlefor thebusiness as diligently as we did at the beginning of the relationship. This is how accounts are lost and stolen. How difficult is it to un-seat an incumbent? Darn tough. To lose an account whose trust we have earned, we have to make some lazy mistakes-but it happens all the time. Ouch.

The second mistake is more serious and is the hallmark of the plateaued, mid-level salesperson in all organizations. The Friendship level is not the end-game. Many sellers believe that having a friendly relationship with the customer means that they are getting the lion's share of the business. Not so.

I ask Friendship sellers, "How much of your customer's business are you getting?" They say, "I don't know" or "All of it." I ask, "How do you know?" They say, "Because the customer told me." (Ha!) Many Friendship sellers are reluctant to thoroughly and consistently question customers on total purchases. Customers can be cryptic about volume. But we must push through these obfuscations. On to Leadership!

LeaderShip

Using thorough questioning, the Leadership seller understands their customer's business as if they were working side-by-side. In the B-2-B world, this mainly involves the logistics of turning inventory. The Leadership seller knows why, when, how and how much their customer is buy inge xac t lyoften better than their customer.

On a macro level, the master seller knows their industry and the changes that are happening in it and, most importantly, how they affect their customer's business.

Many sellers fear leaving friendship behind when we move to the Leadership level.We don't leave friendship with our customer behind any more than we leave our high school learnins behind when we go to college-we build on it.

TheLeadership seller is respectful but not subservient. The Leadership seller moves to the ultimate level of the master seller-Partnership.

City Mill Co. opened store #9 Nov. 16 in Ewa Beach (Honolulu), Hi. The unit's 40,000 sq. ft. includes a 5,000-sq. ft. LBM/garden center.

BigHornMaterials, Silverthorne, Co., has closed after 28 years.

At its peak five years ago, the company operated six stores.

MyersGroup, Clinton, Wa., will add a 7.500-so. ft. Ace Hardware store in downtown Seattle, Wa., during first ouarter 2013.

Billings Hardware, Bittings, Mt., is considering adding a second, smaller location three miles away.

Ace Hardware Corp. presented Coolest Hardware Store awards to Ace Mountain Hardware & Sports, Truckee, Ca. for successfully combining multiple retail concepts under one roof, and to Hillcrest Ace Hardware, San Diego. Ca.. for selling niche products such as appliances, gift items, pet products, and the work of local artists.

Habitat for Humanity is retocating its Marysville, Ca., ReStore to a 67,000-sq. ft. former Mervyn's building-four times its current size. The discount LBM outlet is set to reopen Jan.9.

McFarland Cascade Selling Out to Stella-Jones

McFarland Cascade. Tacoma. Wa., has agreed to sell ailofits shares to utility pole and railway tie producer Stella-Jones Inc., Montreal. P.Q., for $230 million.

The deal , which was expectcd to close in November. will expand Stella-Jones into producing treated lumber fbr residcntial uses. as well as distributing composite deckine. railings. rrnd relu(cd t.lcek rreeessories.

Founded in 1916. McFarland is onc of thc largest pressurc trcaters in the Wcst, operating four plants in Washington, Oregon. British Columhia. und Mississippi.

Corry and Gre_e McFarland. coc.e.o.s and third-generation family managers, will retire from ongoing operations following the close of the acquisition.

"We are pleased with the acquisition and believe Stella-Jones will be a great heir to the McFarland Ctiscade lcgacy, brand and organization." said Corry McFarland.

Greg McFarland added. "We have had a partncrship with Stella-Jones in British Columbia. ancl the sale o1' thc busincsscs to them will be a natural progrcssion of that partnership oi'cr the past dccatlc. It is tinre firr Corry ancl tnc to pursuc othcr thin-gs rvith our fanrily now."

Stclla Jotrcs opcrates l9 u,oocl trcating plitnts across l0 U.S. statcs and five Canadian provinccs.

Reeb Pulls Out of West

Reeb Millwork, Bethlehem, Pa., closed its distribution center and prehiingin-u facility in Kcnt, Wa., Nov. 23. after selling its door business to OrcPlc Building Pnrducts. Wilsonville. Or.

With thc Oct. I purchase. (JrcPac can now fablicatc. prcl'inish, and dis lributc Thclma-l'ru ckrors in thc Pr.rgct Sound lcgion.

Rcch etlrrlirrue\ [o (]l)cftllc ils wirr dou' business frorn l'ivc DCs on thc East Coast.

GEO. M. HUFF TUMBER COMPANY;

o premier distribulor of wholesole building products; hos leomed with Roseburg Engineered Wood Products in the Southern Colifornio morkel. Huff Lumber offers the complele line of Roseburg EWP coupled wilh full technicol copobilities i ncluding toke-off, conversion, plocemenl drowings ond engineering services. EWP moteriols ore ovoiloble in mill direct bulk shipments, locol units ond cut piece iob pockoges.

ROSEBURG FMMING SYSTEM@

The Roseburg Froming Systema consists o{: RFPI@ Joists used in floor ond roof construction; Rigidlom@ LVL which isused for heoders, beoms, sfuds qnd columns; ond RigidRimo' Rimboord. All of the componenls ore engineered to ihe induslry's highest stondords io help controctors build solid, duroble, ond befier performing froming sysiems compored lo ordinory dimension lumber.

RfPl@-loisf

Rigidlom@ LVL

RigidLom@ [VI Sfuds

Rigidlom@ LVI Columns

RigidRim@ Rimboord

Capital Grows in West, Exits Texas

While expanding operations in the Pacific Northwest, Capital Lumber Co., Phoenix, Az., agreed to sell its DCs in Dallas and Houston, Tx., to Cedar Creek, Oklahoma City, Ok. The deal was expected to close by Nov. 30.

"We will use this as an opportunity to focus our resources where we've proven to be the strongest-the western United States," said Sam Sanregret, president of Capital, which continues to operate eight other distribution centers outside of Texas.

Capital's Portland, Or., branch is in the final stages of negotiating an additional 75,000 sq. ft. of space on its site. Geoff Richter will be overseeing the activity for Oregon.

In addition, Capital's Tacoma, Wa., DC-which operates as Cascade Capital-has added three acres adjacent to its current property. Mark Mclain, most recently with Boise Cascade, will oversee the activity in Washington.

Cedar Creek currently operates 13 DCs serving 20 states in the mid-South, Midwest and Southeast.

OSH Expanding Beyond California

Orchard Supply Hardware Stores, San Jose, Ca., has begun construction of its first stores outside of Californiain Portland and Tigard, Or., which should be completed in the first half of 2013.

"We have wanted to bring Orchard to Oregon for a long time, and we're thrilled to finally be entering the market," said Mark Baker, president and c.e.o. of the 89-unit chain. "Oregon's community values, pride in ownership, and strong do-it-yourself mentality are ideals we've lived as a company for more than 80 years."

OSH is also evaluatine additional locations in Oreson.

Hoff Cos., Meridian, ld., has purchased the assets of Allied Lumber Dealers, Denver, Co., to merge into its Trimco Millwork division.

Buse Timber & Sales, Everett, Wa., temporarily laid off its second shift due to a log shortage.

Seattle-Snohomish Mill, Snohomish, wa., restarted Nov. 5 afteran eight-month closure.

Gapital Lumber Co.'s Portland, or., and Tacoma, Wa., branches are now distributing Roseburg's engineered wood products.

Boise Cascade, Riverside, Ca., is now exclusive distributor for SilvaStar inSouthern California.

Huttig Building Produqts, Phoenix, Az., is now exclusive distributor of MaxiTile fiber cement siding in Arizona.

OrePac Building Products' branches in Denver, Co., and Salt Lake City, Ut., are now distributing AZEI< exterior products inCo., Wy., N.M.,Ut., Nv., and ld.

Gorman Brothers Lumber, Westbank, B.C., bought the forest products assets of Federated Co-operatives Ltd., including its plywood milland sawmill inCanoe, B.C.

Weyerhaeuser is now producing Edge Gold floor panels at its 0SB plant in Arcadia, La.

Woodgrain Millwork, Fruitland, ld., will build a new facility inLenoir, N.C., adding 170 jobs.

Scientific Gertification Systems, Emeryville, Ca., has been renamed SCS Global Services.

Osmose's MicroPro preservative technology earned Environmental Claim Validation from UL Environment. confirming itslow VOC content.

Eco Building Products, Vista, Ca., has converted to Simpson Stroilg-Tie's Component Soiutions software to design and manufacture trusses.

JEC America's inaugural composites show was so successful, exhibitor booking has begun for returns to Boston Oct. 2-4,2013, and Oct. 28-30, 2014.

a +) dq) Fd h L +) a tE A-

*r

E E€ E.E T=EJ FXE i g 5 a. 9L)r^94 IE5? ' 8-.nF

-.E 3' r Y' f d €E fr; "E;E€ ccq s lF; * 9i-< gE EE --l r9L

-) rFsi atar_,I 9, I'8 fi eEc)E I :'i f > Efi E ? ., cFd- 5; {.Pi-'S-6E.i-a6,, l'^ l-l tr C/) * F'€ { s €5O.c H a)--'v gE.EiE

-t <\l<\l rr, O) (O F- O (r, Gt rO F- (Ol\\f61 |r)(c)F:O--l(O(Y) (O<\l(f) O rOF-O (O CD r+ (O O, ?9YT?$T9oP99$

SENSSEEEEAN€ (fJ-f 6 (OF- <t'F\ Lc)Ct CD(') O) F6AF6'O666-AF6' gEqgqEqqqqqq

:::c:::::: ia : i:€ : : i : i : iE n o)o (\I

O r'- (o o\f F- @F- O) o o) ro (o ro o, F- (, F- F(7ro o (oo o F-@ @

@(o @ c7)

N {2(\1 @= 9l- cOO t<)(9Sl<\i <\l $ t\ Foroai F <d<(\r!56 (o o (iN

Sl - o) o, (\| S 14, @ F S" r42 cO N !g r{, r Q$ (g @ € (\l @$ € O -(\t (\I

F q_,1 - F Q q N @ |4 q) (9 O(!) r{) (\t (O q) o; ro N -l 6 N <(rI 6 rr) 6 F qt 9q)c?q-9 c)9?o?gy=?g gcor-or(o\foc. F-N$?f h g gg

* { d d ta s9s.t q-r r> qr ,oc? ao<o -i <o oi+ c! cit * Fl cbcv l- s, @ cD 6r r

$ (O

A9?Sq !O Q (9E F rO t{)AA(7)\icO 6O)oN ct- $c\rNa{6N ot+

S=5EEIs A H;:+.

tJ tJ - N)- - \cryioc-E S-JO! urNJ-^--N)-o'ro.o.-H L^cc-s

'rN--p-r

-5-Jc-E! c\\cNJu tlt 36=sF \ts6o r.J-- | Pt.)- o,oN)ul 6r.tr'-l

NN- | { O', o, I \c) l.J'i 30 -

USE-l 3Ed.-

NN)- Lr\oN)u--c z5i;A\oNEl N)NJ@-S-J tJr! t9-i - O6-+ N)-O\\ONJq l.JNJNN- Fl oo-A*J :, F r.r f.J - -) \oNJuoo-ii ll 7 QNJ-r- Oao\--E! IF (^, lp-=,.-+!e-w U@r+ N-O, \O l.Ju NN- tJ N)-JO(,O\ NJN). @-rh'--l N.)19\oN)L^OOts 8N5-(,) lP i =,.. -5!vw N-r - U6F+ [J-O\\O|.Jq

NN- rA NJ-- \c|.J,ioc-Fi 'ic-s 'rre-! NJ-- cu9\*N- 3€NU H N-.F{OuJ> -JOUJo\ H w iJ _ - l':t'l b.J r-.J uoc-sij oc-a-J ^/ |.J-r I s.)t.l- cr.o r.J ul \c) I.J u oo - lJN)- I U)NJ- -r-,rorl C)rc\\cr.J

NJN)_ I 'J)NJ_g ocr\ {l5 -t C', f.J-O\@tJu l.JN{OrJrO\ N)NJr @+5! 19 l.J\oN)u6r OPobo\@N)

>o\\oN) I I.J NJa\J - 6-a{-

NJ+i cn@ro\ N)N)\oI.Ju@ONOuo\\oN) al:-=, t9-r O\ \OI.Jq 19NJ\ONJqOo- N-- - U6-+ tJ-N)!- - UmF+

NJ-+ f.Jrts (roo!+' |.J-O\\ON)q l.JNJr

N)N)\oi.J(j@P

3 o So,\oNJ NT Q 6 \OtJ pr NJ(A@B N)N)0o-5{ NJNJ\oNJLh@UNOaO\@N

U)NJr,^ Ouo\vl! al!--5{Ow z N-O\\ON)u N)NJr {ooo\ N)NJ. oo-ArJ l.J|.JB \o t.J (n oor pir - u6-+ l.J+B O\\.oN)q

ArcataLumberyard Upgrades

Arcata Do it Best Lumber is expanding and remodeling its historic location in Arcata, Ca.

Once a contemporary new building is complete and existing buildings are remodeled, "it will look like a brand new piece of property," said general manager Dean Kruschke.

The store has remained open during construction, which began in August and is expected to be complete in late December. A grand opening is scheduled for April 2013.

The environmentally friendly new building will more than triple retail space, yet exceed the stringent 2008 California Energy Building Code by 43Vo. Yearly energy costs are expected to drop almost $12,000, due to solar hot water and heat recovery systems, radiant floor heating, and automatically controlled skylights and LED light fixtures.

The current building will be refurbished and remodeled to serve as a design center with displays of windows, doors, countertops and more. "People can come in and have a nice environment to get ideas and shop," said Kruschke.

An old barn on the southeast comer of the property will be repaired, re-sided, and re-roofed, then used as a dedicated contractor sales office. Other planned improvements include seismically stable lumber racks.

"It's rewarding to be able to add jobs to the community, rejuvenate such a historic block in Arcata, and increase the energy efficiency of a retail store while creating more than three times the floor space of the existing facility," he said.

Owners Brendan, Kevin and Neal McKenny also operate Myrtletown Lumber & Supply, Eureka, Ca.

CLTs Earn Code Approval

The International Code Council (ICC) has approved the American Wood Council's proposed code change to expand the use of cross laminated timber (CLT) in non-residential buildings.

"Having worked closely with ICC code and fire officials, AWC was able toquickly answer questions raised about the proposal," said Kenneth Bland, v.p.-codes and regulations at AWC. "The strong support for the proposal shown by ICC members is validation of the ICC process when all stakeholders work together to maintain state-ofthe-art codes."

The now-approved code will be published in late 2Ol4 and will be available for jurisdictions to adopt in 2015.

Scott Watson, ex-J.E. Higgins, is a new account mgr. at Capitol Plywood, Sacramento, Ca.

Frank Forward, ex-Commco, is new to sales at Blasen & Blasen Lumber Corp., Portland, Or.

Jason Simms, ex-Allied Building Products, has joined HPM Building Supply, Keaau, Hi., as sales mgr. of roofing & accessories for all branches.

Kay Lanham-Sholseth, ex-Milgard Manufacturing, is new to business development & sales at Honsador Lumber. Kapolei, Hi.

Jim Baskett has joined the sales force at General Builders Supply, Tukwila,Wa.

Kathy Corbin, ex-Modern Millwork, is now in inside sales at Alexandria Moulding, Yakima, Wa.

Christy Long, ex-Astoria Builders Supply, is now managing the new custom cabinet and closet department at Brothers Door & Trim, Gearhart, Or.

Samantha Osselaer has been named v.p. of marketing at Orchard Supply Hardware, San Jose, Ca.

Craig Warnimont, ex-Lowe's, has joinedthe outside sales team at Rocky Mountain Bluwood/Northern Crossarm, Denver, Co.

Steve Hanson has been promoted to president of Hanson Truss Components, Olivehurst, Ca.

Chris Brink has been named production mgr. at Moulding &Millwork, Ferndale, Wa.

Brannan Olsen, ex-Reeb Millwork, is now with Marvin Windows& Doors, as territory mgr. for Idaho and eastern Washington. He is based in Liberty Lake, Wa.

Susan Haws, ex-BigHorn Materials, has been appointed assistant mgr. at Idaho Springs Lumber & Hardware, Idaho Springs, Co.

Steve Pham has joined ProBuild Holdings, Denver, Co., as program director.

Mary Rhinehart has been promoted to c.e.o. of Johns Manville, Denver, Co., succeeding Todd Raba.

Lonny Low, ex-Lowe's, is new to sales at Mountain View Window & Door. Denver. Co.

Vickie Rapphas been named California assistant controller at Green Diamond Resource Co., Eureka, Ca.

Steve Taylor, ex-Stock Building Supply, has been appointed national sales mgr. for Knight Wall Systems, Deer Park, Wa.

Tina Wright, ex-Spec Building Materials, is new to outside sales at Atlas Roofing Corp., Denver, Co., covering Co. and N.M.

Jeffrey Anderson, ABC Supply, Monrovia, Ca., has been promoted to a managing partner, along with fellow branch mgrs. Jason McKinley, Mesa, Az., and T.J. Neil. Denver. Co.

Lynn Michaelis, ex-Weyerhaeuser, is nowwith Forest Economic Advisors. Westford. Ma.

Mike Post has been promoted to merchandise mgr.-home decor for Do it Best Corp., Fort Wayne, In. Witl B. Watching is head of security at Mungus-Fungus Forest Products, Climax, Nv., according to co-owners Hugh Mungus and Freddy Fungus.