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CURRENT NEWSLETTER
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Lindemann Chimney Supply sells wholesale only to the chimney and hearth industry.
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 November 2005
What Rules?
Ever heard anyone say, “Rules were meant to be broken?” While rules exist to serve, not to enslave, they seem to be everywhere. Everyday we encounter formal rules in the form of laws and policies; “No turn on red, Always say please and thank you, Returns must be accompanied by a receipt.”
Rules like Building Codes share a single purpose: to make life run smoothly, efficiently, and in an organized and orderly fashion. This is sometimes called the spirit of the law. But codes don't always fulfill their spirit. In fact, sometimes they work against what we are trying to accomplish. That's why as a true service professional youneed to understand the codes that direct your efforts.
We are so used to rules in our lives that sometimes, when we don't know the answer or are not comfortable making a decision, we are tempted to make up our own rule to fill the gap. Or in the “heat of the moment” at a big job, we might borrow a rule from another code and make it fit that situation.
Codes are important when they protect the public safety and reflect experience that says, dire consequences will occur if the wrong things happen. Know your own limits. If you believe an exception should be made, but are not sure, review the rules and codes.
Without rules or codes, service would become chaotic, the customer would never know what to expect.
Just because you think that breaking or bending a rule won't cause a catastrophe, does not mean you should take it lightly.
Know the reason for the code in question, the reason for the rule and the consequences of not
following it. Education is the key in making the right decision.
If you tell your customer, “this is the only way I can do it, if you want it done disregarding the codes you will have to find someone else.” You will
lose a few jobs but in the long run you will get it back in spades. It would not be all that bad for your company to get a reputation as, “the one that would not compromise the codes.” You will reap what you sow.
Time to Smell!
No, we don't want you to smell.
While you can thank customers with a gift card, nothing works better than doing it in person. The most effective thank you
is immediate, specific, sincere, and special. Always deliver your thank you with eye contact and a smile. A smile is one of the greatest gifts you can receive. Saying thank you just makes it better.
Thank you for reading our
newsletter; we know how
valuable your time is!
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