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Houston AreA GlAss AssociAtion
June/JulY 2011
HAGA Golf July 14, 2011
HAGA Quarterly Dinner Meeting
TournAmenT 6:30pm – Social - Cash Bar
march 24, 2011 • longwood Golf Course 7:00pm – Dinner with presentation
Thank you for making our tournament a success: Location:
Crowne Plaza Northwest
17 Teams • 16 Hole Sponsors • 17 For Lunch
12800 NW Freeway (Hwy. 290 at Pinemont)
Beverage Cart Sponsors:
Presentation:
Door Control Services • Dynamic Glass Daniel Ramirez - Monty & Ramirez, LLP
(Board Certified, Labor and Employment Law)
Top 10 Employment Issues Affecting Employers
1. Properly Tracking Hours for Overtime Purposes
2. Is an Employee Exempt or Not Exempt from
Overtime
3. Terminating Employees – Do’s and Don’ts
4. Unemployment Claims – Do’s and Don’ts
First Place: Jim Krueger, Longest Drive: 5. Retaliation Claims
Bill Burroughs, David Warren, Bobby
6. Failing to Complete I-9s of Employees
Lynn Narramore Cieslewicz,
Dynamic Glass 7. Failing to Follow Discrimination Laws
8. Mishandling Medical Issues and FMLA
9. Apply Rules Inconsistently
10. Failing to Investigate Complaints
Hot Topics For Employers To Recognize
• Government Investigations Are Increasing DOL
Wage and Hour and ICE.
• Minimum Wage and Overtime Lawsuits Increasing
Dead Ass Last: Renee Gonzalez, Eddie Closest to the Pin: Question and Answer Session
Martinez, Eric Gonzales, Ryan Gebert Matt Ferguson,
AGC Glass Cost: –$30 members, $45 non-members
50/50 Winner: Rick Newnom, Hou-Tex Glass & Mirror RSVP required: www.houstonglass.org, Registration
Wheelbarrow Raffle: Donnie Kelly, Vitro Check or Credit Card accepted at the door
Houston AreA GlAss AssociAtion
17774 cypress-rosehill, suite 220, cypress, tX 77429 • Phone/Fax: 281-290-0190 • www.houstonglass.org
Patterson Elected TGA President Elect
Industry Associations Will Make you Smarter, Not Taller, But Smarter
The Texas Glass Association (TGA) announced that Deron Pat-
terson, sales development manager of PPG Industries, was elected By Kris View Comments
president elect of the 2011-
Second Thursday Quarterly 2012 board of directors.
http://www.businesszenblog.com/2011/05/11/industry-associations-will-make-you-smarter-not-taller-but-
Dinner Meetings smarter/#comment-187957727
In 2009 he was recognized
• July 14 - Employment Law by the TGA with the Lou When I tell people how involved I am with an industry association, they often ask how I find the time. This is one of
Green Award and in Janu- those “things” you can do that will take some time but reap much greater rewards. At ICD High Performance Coatings,
Daniel Ramirez – Monty &
ary 2010 was elected to the our biggest sales are in the architectural glass industry, so we naturally picked the Glass Association of North America to
Ramirez, LLP TGA board of directors. become involved with. But why? Why should you be involved with an association?
• October 13 - Assa-Abloy Patterson has been a guest
speaker at TGA events, Exposure to more customers
Electronic Hardware
informing the trade about It’s simple, if you want to “see” more customers without spending more on flights, join the association for your industry
energy codes and green and attend the events. My industry is across the globe and the association we belong to have helped bring new custom-
Other 2011 Events: construction developments ers to us, it is just that easy. You don’t need to be part of a global industry to see the same rewards if you are a regional
• Aug 11 - TBA for glass and glazing. business.
• September – Fishing Trip Patterson joined TGA in Exposure to new product ideas
Tournament, 1999 when he entered the
glass business working for Guardian Industries at the company’s A concept I try to educate my sales and marketing staff about is, how to listen to your customer. It’s not about broad-
Glazing for the Needy Corsicana, Texas, float glass factory. The following year he accepted casting what you have, but it’s about listening and seeing if you can solve a problem. Going to association meetings,
• November 10 - TBA a position in outside sales covering Texas, Louisiana and Mexico. In be they technical or social, you will hear what people “wish” they had or someone would invent. Not to mention, it’s a
2006, Patterson joined PPG Industries to become the sales devel- great place to see what the competition is up to.
• December 10 – TBA opment manager for Mexico, as well as the southern part of Texas,
Louisiana, and New Mexico. Increase in your authority
He also represented the TGA in Austin in the 2001 Legislative Ok, so if you just go to the cocktail hour, you might have longer to wait for your authority to go up. However, if you
HAGA 2011 Board of Directors involve yourself with your association’s technical committees, you will not only learn a ton, but you will become a
session by educating Legislators and key staff on the adoption of
President, Mario Lopez the first state-wide model energy code for Texas. During the 2009 resource in your industry. Not all associations will have technical committees or working groups in them. Some are all
MI Glass 713-849-4141 Legislative session he was involved in resolving a conflict between panels and presentations. Get yourself on those panels and presentations. Anything you can do to learn from others and
the commercial and residential construction sectors concerning ef- help others in turn, will increase your authority.
Vice President, Carl Frey
Craftsman Fabricated Glass 713-353-5800 fective dates, thus allowing the commercial construction sector the Direct ability to affect the industry
Past President, David Ozment opportunity to initiate the new energy codes benefits sooner.
Binswanger 281-229-9191 You might get this point already, if you are involved with working committees then you are involved with shaping your
Patterson has a master’s degree in theological studies degree from industry. If you are a panel speaker on a topic, you are influencing others and shaping your industry. Some years ago
Secretary, James Emmert Southern Methodist University and a BBA from Texas State Uni-
Dauphin Sales 713-522-3418
we had a competitor that was using the working committees to shut us out the door. Had we not been involved and
versity – San Marcos. respected as shapers, we might have had the door locked on us. Affecting the industry means being a good steward and
Treasurer, Denise Lewis working for the greater good.
Glazing For The Needy
Spring Glass & Mirror 281-353-1100
David Corbello Resources like Marketing Opportunities
Cardinal Glass 409-835- 4010
Vic Huvelle
September 24, 2011 Kind of like building your authority above and also like “seeing” your customer, often associations will be looking for
sponsors to help pay the bills for an event. This will usually come as a menu of possible marketing opportunities for
Associated Insurance Advisors 281-501-6501
volunteers neeDeD: GlAziers, HelPers, you to spread your name. As well, one association might need someone to come talk from another, offering you another
Curtis Murphy MAteriAls, rAck trucks chance to spread the gospel.
Dynamic Glass 713-895-0080
Call Mario lopez 713-849-4141 When I started working for my Father, he pushed me to get more involved with our main association. I’m so glad he
Dave Bridges
Arch Aluminum 800-348-0282 Fax: 713-466-8279 did, not only did I gain some lifelong friends, but I gained an education. I now get to give back by educating others and
in our effort to give back for the bounty given us, we are requesting Your offer a hand in shaping where our industry goes. So, spend the plane ticket and association dues, it’s completely worth
Lance Hunter the effort. Trust me, it fit’s the 80/20 rule.
participation in our september community service project GlAzinG For
Hunters Window Tinting 281-564-5552
tHe neeDY. this old community service project was supported for years
John Linhart by many of our glass company friends and are going to kick start this
Helterbran Associates 713-206-5667 project again this fall. Please sign up early so we can solicit candidates
for this most worthy endeavor.
2 3
HAGA SociAl mAy 12tH Create Employee Action Plans Houston Area Glass Association Profit & loss Merchant Services Discounts For Members
January 1 – June 6, 2011 Five Star Merchant Services is our member provider which
Annual company goals should be supported by employee
At SAm’S boAt Action Plans that hold everyone in the company accountable Total
offers discounts for credit card processing services. Each month
HAGA receives a residual fee based on the members usage.
for success. If you want to establish plans that are effective, Income HAGA has two members that have signed up and are participat-
result-oriented and motivational, you need to include basic Advertising ........................................................ 500.00 ing: Ram Industries and Heights Glass, Inc.
criteria: Commission ........................................................ 96.33 Contact John Alexander with FSMS and schedule a meeting to
• Specific goals Fees ..................................................................... 42.00 review your current charges and/or setup your account.
• Descriptions of how you will measure progress Golf Tournament Income ............................. 12,397.01
Five Star Merchant Services,
• Due dates and/or time frames Good Will Account ........................................... 104.00 John S. Alexander
When each staff member has their own specific and personal- Meetings ........................................................ 2,665.00 713-865-0853 Cell,
ized plan, everyone works toward common goals. As you start Membership Dues .......................................... 7,825.00 713-784-3600 Office johna@fivestarmerchant.com
setting up action plans, ask yourself the following: Raffle................................................................. 545.00
Sponsorships .................................................. 4,800.00 Republic Waste Service Discount for Members
• Are all your employees working toward goals?
Total Income ................................................. $28,974.34 This pricing does not apply to any existing agreements and or
• Are all your employees working on the right things?
Gross Profit ................................................... $28,974.34 contracts between Republic Services Inc. Any existing contracts
• Are all your employees on the same page? with Republic Services Inc will not and cannot be changed, ad-
Expenses
Action Plans tell “how” each employee (management and justed or altered to benefit from this special Pricing. This will be
Administration ............................................... 5,536.35
staff ) will impact the success of the company’s annual goals. for new or non existing Republic Customers only.
Automobile Expense............................................ 21.00
In other words, what each employee is going to do to make One (1) six yard (6yd) Front End Load Container Hauled Once
the company successful. Everyone from the top to the bottom Awards .............................................................. 408.13
A Week
of the organization has a role in supporting the company Bank Service Charges .......................................... 51.52
annual goals. Charitable Contributions Cost:$62.00 plus tax and fees
Total of Approximately: $79.00
Benevolent ....................................................... 97.60
Our May event was held at Sam’s Boat on Richmond. http://industrytipstricks.blogspot.com/2011/05/annual-
company-goals-should-be.html Total Charitable Contributions ......................... $97.60 Contact: Nii Mensah, 713-545-7170,
Over 20 people attended and enjoyed the evening
Computer Maintenance ................................. 1,185.34 nmensah@republicservices.com
with members and guests.
Credit Card Fees ............................................... 384.75
Dues and Subscriptions ....................................... 25.00
Fundraising Expenses
Golf Tournament Expenses ......................... 6,716.76
Total Fundraising Expenses .......................... $6,716.76
Meeting Expense ............................................ 2,761.66
Postage and Delivery ........................................... 62.48
Printing and Reproduction ................................ 991.83
Professional Fees
Accounting ..................................................... 160.00
Total Professional Fees ..................................... $160.00
Travel & Ent
Travel ............................................................. 393.35
Total Travel & Ent ........................................... $393.35
Total Expenses ............................................... $18,795.77
Net Operating Income .................................. $10,178.57
Other Income
Interest Income ..................................................... 1.86
Total Other Income................................................ $1.86
Net Other Income .................................................. $1.86
Net Income ................................................... $10,180.43
4 5
WHAT Do you Do WITH youR “D” lIST CuSToMERS Leadership Wisdom of Crowds
We all have them. We may not want them as they cost us more than they make us. The take up more http://pamelalovett.blogspot.com/2011/04/leadership-
time than we can afford to give. They give grief without allowing us to make a fair profit. They are the wisdom-of-crowds.html
“D” list customers. The bottom of your barrel. What’s a company to do? At a recent Women’s Business Initiative Luncheon, attendees were
asked to submit their perspectives on leadership.
List all of your customers in an high-to-low format, based on last year’s sales. Note where the top 90% The fascinating list had few duplicate responses, but two charac-
of sales come from, and all customers below that line get the grade of D. If you are like most glass busi- teristics did receive multiple mentions – listening
nesses, these D-listers call for quotes, but you never get the work, ask for samples, but you never get the and leading by example.
order or give you work that you just can’t make a buck on.
• Attitude – your team follows • Mentor
On the other hand, some D folks may actually have good potential and you should jump at the chance to your mood • Motivating
bring them up your ladder. If you have 100 accounts on your computer, the top 50 • Be organized • Passion
will give you 90% of your business, with the bottom 50% being one-time buyers, • Being open to the possibilities • Patience
serial quoters and very small users of your services. • Character • Perseverance
• Commitment to excellence • Readers are leaders! Have
Here some things you can do to improve your bottom line. • Communication you read a great business
✔ Go over the accounts one-by-one and make a phone call to each one asking if • Compassion book lately?
they are still in need of your services. Ask them when their need will be, now or in • Confidence • Respect
the future. You’ll probably find that half of your list will decline to be on your mail- • Courage • Selflessness
ing or call out list. • Decisive • Sense of humor
• Delegate • Set goals
✔ Next, look at the ones that do have potential. Make a personal visit with the key decision maker; make your case for them • Empathy • Sharing knowledge
to include you in their buying program. Let them know you will work hard for their business. If they don’t quote with you • Employee engagement • Sharing opportunities to
or do any business in the next 120 days, give them one more phone call. If this still doesn’t pan out, check to see if you are • Guidance do challenging things
speaking with the correct decision maker. It is fairly common that multiple people at firms will ask for quotes or place orders, • Humility • Stay focused
and you need to get someone else’s attention. If you still strike out, delete from your list. • In order to lead you have to • Strength
be willing to follow • Trust
✔ With the ones still left, if they quote you a couple of times and you don’t get any orders, politely refuse their quote request
• Integrity • Vulnerability
the next time around, explaining that you don’t have the
• Listening • Willing to teach
time to be used as a quoting source just to get your numbers
• Make every encounter a • Working as a team
bounced around. Be firm, but polite. You may gain their
networking opportunity
respect, but if not, you have lost nothing.
✔ When you get repeated requests for samples with no
follow-up orders, explain that in the future samples will be
charged for. Give them an incentive to order from you. If
BBVA Compass Bank options for Members
you charge $50 for samples, give them a $100 rebate on the 1. HAGA has opened a BBVA Compass Business Checking
order. This will get attention. Account and enrolled in the Compass For Your Cause program.
2. Every time one of our members opens a new BBVA Compass
Randy Zeringue, CIC
✔ Hold an open house, and only invite the D list customers. Checking Account that is associated with HAGA, Compass
Any that show up, you will gladly continue working with.
And with no A list customers there, you will focus on the D
will deposit an initial royalty payment of $50 directly into our
account. “We Work For You”
people, which shows them you are attentive to their needs.
3. HAGA will earn a royalty equal to 0.25% of the purchase
Specializing in minimizing and controlling your
There will always be a bottom 10%. Each year look at this amount when our members use their BBVA Compass VisaÆ
Check Card (tied to their new account) for a signature-based
insurance costs.
list. It may be your untapped gold mine, or an anchor. Either Property & Casualty
transaction.
way, you will move some people up the list and clean up the Employee Benefits
ones with no potential. 4. Open a new company account and take advantage of Member Life, Health & Retirement Plans
Benefits. View account details: www.houstonglass.org,
Posted by Paul Bieber Membership tab.
US Glass News rzeringue@guarantyins.com
Jorge Castro, Branch Retail Executive, Antoine & 249 Branch,
713-867-2746 direct, 713-867-2750 branch, 713-867-2755 fax, 281-421-3790
jorge.castro@bbvacompass.com 1-800-444-1295
6 7
leveraging linkedIn to Prospect for your Nonprofit engage with, whether to consider hiring them, partnering with
them to carry out your mission, or inviting them to contribute
sions, by posting information and links, by recommending
people and websites, and by asking or answering questions.
as members or supporters. Most serious professionals will have The more you and your allies – or even your detractors – make
By Brendan Cruickshank, Vice President of Client Services, Who Are “You” and Why LinkedIn filled out a profile of themselves, which can be used to learn their presence seen, the more people are made aware of who
Juju more about their interests, history, skills, experience and the you (and your organization) are, what you believe in and do,
Before continuing, let’s look at who “you” are and whom people they know personally or professionally. And the most and what resources are available or needed for services that you
http://www.tano.org/en/art/2325/ LinkedIn represents. In this case, “you” means anyone in your active networkers will have personal recommendations, written offer.
organization. If you’re a small nonprofit, with little or no IT by their colleagues, on their profile page. This information is
On January 1 of this year, LinkedIn announced that it had 90 A Few Caveats
staff, everyone gets involved with the many aspects of your invaluable for learning how they can be of assistance to your
million registered users in over 200 countries and territories
organization’s functioning. And, the nature of LinkedIn lends nonprofit and/or to the cause(s) you are advocating. It can also As with any tool, modern or time-tested, Using LinkedIn
around the world. That means that LinkedIn represents a huge
itself to being most effective as more and more people are provide clues on how to best approach them. comes with caveats. If you’re looking to hire staff for your
number of technology-savvy people with aspirations. Some
involved. So, we’re talking about everyone that touches your organization, you need to recognize that some of your best
of these people are likely to have hopes and values similar to Second, through its Groups feature, LinkedIn can be especially
organization - staff, partners, members, friends, etc. candidates may have incomplete (or even no) LinkedIn profiles.
those of your nonprofit organization. Their interest in the useful to cause-based organizations through online discussions,
world implies potential for them to interested in what you and Why LinkedIn, rather than Facebook or Twitter? Because its Depending on their previous job responsibilities, they may
often lengthy and information-packed, that take place on a have had little reason to communicate or network on LinkedIn.
your colleagues are doing. And, some may even want to become audience is composed of professionals - people who are work- variety of topics. If your organization establishes a group or,
involved by contributing to your cause, sharing knowledge, ing, interested in working, and/or value effective ventures. In fact, they may have been using their time more effectively
better yet, several groups, addressing topics of concern, and if doing exactly the work that they were hired for, finding other
experience, or contacts, and/or financially. And, the topics and issues it deals with are of professional you and other active LinkedIn members - staff or other - raise
interest. That is, LinkedIn focuses on the kinds of people and means – email, telephone, face to face meetings, etc. – of
Of course, there’s a lot of competition out there among social questions, engage in polemic discussions, or share interesting interacting with professional colleagues and gathering the
causes that nonprofits like to engage with. As opposed to single or potentially controversial information, lively discussions can
networking sites, but you should know that according to information necessary to carry out their jobs. You’ll need to
websites, which are more static than social media, LinkedIn ensue. As more and more people become involved, whether
eBizMBA Inc. - an Internet knowledge base addressing online find them using more traditional methods, but you chances
can be an especially effective tool for nonprofit organizations merely by reading the responses or by commenting, the issues,
business issues - as of March 1, LinkedIn has the fourth are you can still use LinkedIn to identify their colleagues and
because it offers many ways for professionals to communicate people and politics involved in your cause become better
highest number of estimated unique monthly visitors. That for recommendations.
with each other, each with a variety of possible benefits. known. With a lot of buzz, calls to action can be that much
translates into 50 million different people logged on to
LinkedIn every month. And, it means that the site is growing A Variety of Ways to Use LinkedIn to Promote Your Non- more effective. In addition, if you’re researching a topic on LinkedIn, re-
rapidly. To take advantage of this potentially huge number of profit and Its Causes member that the lack of information on the pages of a Group
The “Company” feature offers businesses, as well as nonprofit discussion or in response to a question does not mean that no
followers, you’ll need to maximize the ways that LinkedIn First and foremost, LinkedIn is good for learning about people organizations, a space to promote their purposes, vision, and
users can find you. knowledge exists. It may simply mean that the people most
–- professionals, that is - whom your organization may want to programs and to provide a website address. In addition, it lists appropriate to respond have not done so, either because they
new hires and serves as a link to profiles of staff members. This are unaware of the posting or because they spend their time in
can be useful if you are researching people as potential employ- other ways.
ees or partners, and it allows others LinkedIn users a way to
learn more about the human resources in your organization. LinkedIn Well Worth the Effort
Allied Plastic Supply, Inc. Finally, and maybe most important for nonprofit organizations
with a message to convey, the Company page offers links to
blogs and Tweets of interest to your organization and its fol-
In summary, LinkedIn can serve as a valuable resource for your
nonprofit, whether you’re expanding or diversifying your staff,
gathering information about the issues and causes of interest,
“Texas Owned & Operated” lowers. Within the blogs or Tweets, you can promote events, finding partners to collaborate with, promoting your mission
ask for assistance, pass on information, and more. and programs, or seeking recognition. It’s virtually impossible
Leading Supplier of Many Products to know all the outcomes that a LinkedIn presence can have,
LinkedIn also offers a venue for asking and answering questions.
Polycarbonate / Lexan® / Acrylic / Plexi / BR Acrylic / BR Polycarbonate / Silicone You can ask questions of any sort, and they can be categorized but in this age of social networking and marketing, the site
And Much More... into professional or business-related topics - including nonprofit offers huge potential for any organization, large or small.
category - or as pertaining to a particular geographic area. Currently Vice President of Client Services, Brendan has worked
ou
Inventory and Service Y Can Depend On! You can then send them to a general audience or only to your in the online job search and recruiting industry for the past 8
Superior Product Knowledge / Reliable & Quality Service contacts or members of particular groups. In addition, you can years. During this time in senior client services roles with major sites
identify them as job-related, which is especially useful if your
Multi-Million Dollar Inventory / No Minimum Dollar Purchase Required like Juju.com and JobsInTheMoney.com, has regularly contributed
interests are in staffing or finding a job. Of course, you can an- his expert insight on topics in employment and jobs trends in pub-
Custom Cut-to-Size & Fabrication swer questions too, thereby demonstrating your expertise and lications including the US News & World Report and Forbes.
thus bringing attention to yourself and your organization.
4 Texas Locations to Serve You!
Ensuring Success on LinkedIn
Dallas Houston San Antonio Austin The key to success – i.e., for obtaining maximum benefit from
10828 Shady Trail 4510 W. 34th St, Suite I 4903 Center Park Blvd 9101 Wall St, Suite 440 any of these features – is being active on LinkedIn. That is,
Dallas, Tx 75220 Houston, Tx 77092 San Antonio, Tx 78218 Austin, Tx 78754 you as an individual, as a member of your organization, as
214-350-3990 713-290-1518 210-655-2415 512-339-3555 a “Company,” and as member of a Group, must maintain a
continued presence on the site. You can do this by continuing to
www.alliedplastic.org add people to your connections list, by participating in discus-
8 9
2011 HAGA members
Who’s Answering We appreciate our members:
Admiral Glass Company
Custom Windows of Texas
Dauphin Sales, Inc.
PPG Industries
Premier Glass Products
Your Phones?
Allied Plastic Supply Distinctive Glass RAM Industries
Alamo Glass Company Dynamic Glass Company Ray Glass Company, Inc.
Alpha Glass Gary's Window Tinting Southern Stretch Forming
By Pam Simos
Arch Aluminum & Glass Glaziers Local 1778 Spring Glass and Mirror
Architectural Bldg. Systems Guaranty Insurance Services SSI - Houston
Training Your Staff on Phone Etiquette Armadillo Glass, Inc. H.L. Flake Sunset Glass Tinting
Ashford Glass & Mirror Helterbran Associates Theut Glass Company
R
Associated Insurance Advisors Hou-Tex Glass & Mirror Thornton Glass
ing. Ring… “Hello. Thank you for calling Pizano’s. Win callers over with your voice. Words communicate only Banner Glass & Mirror Co Hunters Window Tint Trico Lifts
I’m George, may I ask your name? ... Audrey, how 15 percent of your message – 85 percent is communicated Besam Automated Entrance Systems, Inc. Lakeview Glass Company Window Systems of Texas, Inc
may I help you today?” through the quality of your voice, its timbre, rate, tone, and
Answering the telephone may sound simple, but did you inflection. We don’t see callers face-to-face, so you have only
Big City Access M. I. Glass Co
know that one rude or inexperienced person answering the your words and your voice to use. Try smiling when you Big G Auto Glass Meyerland Glass and Mirror Thank you 2011 Sponsors!
phone could turn away thousands of dollars in business? talk – a smile on your face will show in your voice. Briggs Equipment Milstead Glass Co Gold:
Telephone contact isn’t face-to-face, but customer service is Buddy's Glass Narramore Glass & Construction Allied Plastic Supply
still all-important. The telephone is a powerful marketing Be an effective listener. Ask the right questions to help Builder's Products National Glass Brokers Coastal Industries
tool, setting a vital first impression. When well-trained staff expedite the call and/or clarify the order. Cardinal Glass Company NES Rentals Vitro America
answer the telephone professionally, callers feel welcome, Silver:
Coastal Industries, Inc. Northwest Glass and Mirror
they come back, they tell their friends. Speak clearly and articulate your words. Avoid filler
Craftsman Fabricated Glass Pat McIntosh H.L. Flake
words like yah, nope, uh-huh, etc. Always keep your lan-
Telephone Answering Guidelines. Be polite and courte- guage polite: please, thank you, excuse me, good morn-
ous to every caller – even if they are not buying a product. ing, good afternoon, good evening, would you prefer, may
Never underestimate a caller’s networking ability. Your I offer, certainly, and please let me verify.
professionalism could cause their neighbors or friends to
Craig Johnson, owner of Johnson Glass, is recovering from a dirt bike accident that occurred
become valued customers some day. People will call your Write messages legibly and accurately. Jot down the the middle of April. He is currently recovering at a rehabilitation center in Clear Lake.
establishment for a variety of reasons: caller’s name, the date and time, call-back number(s), and
Obtain company information (directions, menu, hours the complete message. Congratulations to M.I. Glass for celebrating 22 years in business
of operation, procedures, gift certificates, etc.)
Place an order
Inquire about a job position
Use the caller’s name whenever possible. This is your
single most important action to make someone feel val-
In The News A benefit was held recently for Lee “Glassman” Reaves. He is in a coma from a recent motor-
cycle accident.
Conduct an employment background check ued. Look up their name in past computer records, or ask
Sell a product/service for their name in your initial greeting. Always address the
Conduct a survey customer by the name they introduce themselves with.
Make reservations/banquet accommodations For example, “Ms. Brown” or “Steven.” If you absolutely
Voice their feedback cannot learn their name, use “Sir” or “Ms.”
Obtain an order (supplier call)
Thank the caller. This shows personal appreciation. “Mr.
Answer the telephone immediately. More than three rings, Johnson, we thank you for calling.” Thank them for their
you may risk losing a caller to a competitor. order, or their feedback, or whatever the call was about.
Deliver an enthusiastic greeting. A cheerful greeting and Bid farewell. Close the conversation with a pleasant fare-
an upbeat voice sets the tone for the entire call; your per- well. “Have a great day and call us again soon.”
sonal energy is what sells you. At a minimum, your greet-
ing should thank the caller, state your company name, Using these tips, you’ll bring customers back, attract
introduce yourself, and offer your assistance. Depending new business, and generate great word-of-mouth. So, the
on your operation, you may also want to mention your next time the telephone rings, be prepared – train your
specials or make a suggestion. staff to step forward, smile, and take advantage of a tre-
“Thank you for calling Pizano’s…home of the Red Hot mendous marketing opportunity. N
Popper Pizza. This is Susan … may I ask your name? Car-
los, how may I help you this evening”? Simos, founder and keynote speaker of Five-Star Training,
“Thank you for calling the Rainbow Restaurant. This specializes in maximizing profits through 20 training and hu-
is Mario, may I ask whom I’m speaking with? … Michelle, man resource services. Pam has more than 25 years of training
how may I help you today?” experience and holds a Business and Hospitality degree. Five-Star
Training serves all industries and focuses on the Hotel/Restau-
rant Industry, where “Hospitality” and “Customer Service” were
Don’t place callers on hold unless you must. Be courteous pioneered. Five-Star Training is based in St. Petersburg, Florida 4747 S. Pinemont, Suite 250, Houston TX 77041
and ask: “May I place you on hold?” For no longer than and serves the entire U.S. For information and/or a complimentary 713-405-1000
30 seconds. If you can’t help them within 30 seconds, let consultation, contact Pam at contact-us@five-startraining.com or
them know you’re still trying. visit Five-Star Training’s website at www.five-startraining.com.
30 NBIZ Spring 2011
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1047_COAS_AD-HAGA.indd 2 5/19/11 2:46 PM
Houston AreA GlAss AssociAtion
17774 cypress-rosehill, suite 220
cypress, tX 77429
HAGA Sponsorship Program
Includes: Promoted support from all members and the following benefits with a donation to select charities at
end of 3rd quarter. (Requires a TGA 2011 Membership)
1. Gold Benefits Sponsorship $1500/yr
½ page ad in quarterly newsletters (artwork to be provided to HAGA)
Plus all Silver Benefits
2. Silver Benefits Sponsorship $1000/yr
¼ page ad in quarterly newsletters (artwork to be provided to HAGA)
name on our sponsor board – displayed at all 2011 functions
hole sponsorship @ golf tournament
website ad
HAGA Membership
Take a moment to renew your membership dues for 2011. Your support is appreciated. Contact our office for
an application at houstonaga@sbcglobal.net.
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