Swindled.

Small business ownership is different than “having a job”  or “contributing to the bottom line”  or “moving initiatives forward”  with “full plates” in order to “meet or exceed our sales quotas”.   Small business ownership is like wearing a heavy wool sweater that is slightly damp.  It weighs on you.  You feel it always.  It invades all that you are and all that you do.   It can be uncomfortable.  It also can be a comfort.  It is everything.   We are in our 14th year.  The things we have learned would astound you.   The mistakes we have made would bring you to your knees.  But we are doing it.  This is the life we were meant to have.  

When it comes to customer communications,  our intent is to stay ahead of the questions  - it is to be upfront and transparent about what is happening, why, and when.  So much when.   Because everyone is aware of someone – maybe themselves, maybe a friend, or a friend of a friend,  or maybe just an overheard conversation in a crowded chipotle line about how a contractor took their money and ran.   Or how a contractor promised to (fill in the blank) and then… didn’t.    That isn’t us.  That isn’t how we are wired.  As humans.  We are good people and we care.  We care too much sometimes.  We should care less sometimes.  But that isn’t us.   Lead times from our manufacturers are coming down, but there is still a much longer production time than we’ve ever seen before. (Like 4 -5 times longer).    We have compensated by providing monthly updates to everyone in our sales funnel.    Each month, without fail, every customer waiting for their installation is getting a message from us on status,  anticipated install timing, and eventually, their place in the queue.   We are actively working to avoid being lumped in with any story that includes “they took our money and we never heard from them again.”   We are working against the notion that we could be swindlers.  

And then we were swindled.   We became the ones who hired a contractor who didn’t do what he said he would do,  took our money,  and wouldn’t successfully remedy the issues.

Let me back up.

Raise your hand if you’re sick of hearing about Covid.   I know.  I get it.   But the ongoing supply chain disruption on top of the labor shortage on top of the unprecedented spike in volume is the number one story in our office.  All day.  Every day.  It is like a web of invisible strings that we walk into as we enter the office, the strings that pull us through the day, and indeed the strings that follow us home and prevent us from sleeping some nights.

No one likes to feel powerless but there are real situation when you have no power.  Indeed many of the things making life challenging right now are not things we can have any impact over. And it feels gross.  You know that.   Introverts like me need to take a strong silent step back to say “Ignore all that.  WHAT DO YOU NEED?”   And my answer is always  “installers”.   Cool  So how do we get them?   Because I guarantee you with all that I am that if an installer shows up all wide-eyed with a trailer full of tools and whines  “they don’t have enough work for me” that we don’t want that guy.   Because everyone has work.   Everyone has more work that we can handle.  There is no reason for a capable and skilled window installer to be wondering why he can’t stay busy.  So how then - once you’ve identified the ONE THING that you need - how do you get it?  

You take massive action.  Just like the great late Bill Barr always said.  Massive.  Action.    I am all about taking massive action.  I made a long and impressive list and we spent 8 weeks doing everything we could think of to find an install crew and then, somewhat magically,  at 6:45 pm one night while at the ice rink with our daughter I got a text from Steve.  “I got a strong lead on an installer.   He just messaged me.   I’m going into a house but can you contact him right now?”   Yes.   A million times yes.   I stepped to the back of the rink, dug my glasses out of my purse, and started texting like a dude to get a response from him.  It worked. I missed most of the practice but when Steve got home that night I had pictures of installs,  pictures of his job trailer,  and a great story about why he was available. 

His wife got a new job in the Cities so his family was relocating here from out of state.  He has been installing for the same company for 12 years and he has two guys on his crew who are following him here. Gold mine.   A “this is why I am available” story that actually makes sense.  During the next week, he demonstrated that he was a person who did everything he said he would;  followed up when he said he would, provided insurance docs when he said,   etc.  A week later he was in the warehouse.   We loaded up the trailer, reviewed the job details, and sent them on the way.   He was above average communicator.  He was positive and customers enjoyed him and he was forthcoming with praise.  We inspected his jobs.  They looked good.  This unicorn great communicator kept checking in with us.  Asking questions.  Providing pictures of completed installs unprompted. He was everything he said he was.  Bright-eyed and smiling the crew showed up day after day and got us to a place where we were caught up.

Caught up!!  But more importantly, they got us a place of confidence.  A place where we didn’t need to inspect every job.  A place where we dared to think we were ok. A place where we were taking deep breaths and smiling more and daring to hope that this was the guy.   Wanting to keep the momentum going,  we scheduled his crew and our other crews,  to keep installing the week we were out of town on vacation. 

And then everything burst into flames. 

Because he is better at talking than installing.  Because he is better at making things up than telling the truth.  Because he will not be held accountable.  Because nothing is his fault.  Because we are the ones doing it wrong and if we just did it his way this wouldn’t be an issue.  Because actually his crew did the best work but when he stopped paying them they quit and left the state. 

I’ll spare you the gory details but I will tell you that I would watch this show on Netflix.   The sheer quantity of lies we’ve been told.  The depth of deception that has occurred.  The flagrant disregard for our customers.  Or Us.  Or the business we have spent over a decade building.  The notion that perhaps this little mom-and-pop shop would be dumb enough to not notice.  Like perhaps a 3-5 million dollar company running lean would take longer to figure it out than a 10-20 million dollar company.   False. Not today. Not ever.

Ultimately,  we did everything we said we would do.

He did nothing.

And then he pretended he did.

And pointed fingers.

And blamed.

Like every manipulator and narcissist and gas lighter throughout history.  . 

NOW HIRING - Production Assistant

NOW HIRING:   Production Assistant

Why is this job available?   Because Amazing and Effervescent as he is,  Steve cannot do it all.  This is a newly created job to help assist him with the execution on all that it takes to move a sale through to completion, as well as to assist in maintaining the warehouse, the building itself, and rentals.

We might be able to work together if:

·  The idea of a desk job where every day was the same makes your eyes glaze over. You need a job where you are on the move and every day is different.

·   You understand that the power and success of any company is driven by the behind the scenes employees who work every day to keep the foundation strong. You want to be part of that foundation.

·   You’re an achiever. It feels good to move something forward and/or complete it

·   You like a challenge. Figuring out the solution is half the fun.

·   You care about details being right and leaving a customer with a smile.     

·   You really enjoy talking with customers, but a pure customer facing job would be too much. You aren’t a salesperson. You want to get in there and get your hands dirty. You feel good helping.

You’ll be actively involved in:    Working with Steve on a daily basis to assist him on any and all production, building maintenance and warranty tasks that arise. These tasks include but are not limited to the following:

• Responding to in-process install concerns from the installers… sourcing and delivering items to the install site so they can continue working. (“Hey.. we need another box of trim nails in black.” “Whoa.. I need another 6 feet of ranch casing.” “Dude.. You’ll never believe what I just found. I need some things to get his fixed.”

• Closing out roofing and siding jobs by walking the jobsite, cleaning anything left from the crew (nails, scraps, mountain dew cans) picking up leftover materials, pallotizing then and completing the supply yard return.

• Maintaining the correct supply of items we provide to installers. This includes caulking and coil for all sold jobs (both custom colors and white) as well as jamb/casing flat stock. While it is an ongoing task, maintaining a certain level of inventory is a sign of success.

• Calling in orders on roofing and siding jobs, track down product availability, scheduling the delivery and confirming all items are in stock. Includes scheduling dumpster delivery and pickup.

• Basic warehouse management… building the shelving to house materials, grouping job materials together, staging job materials for installers, clearing carts to receive shipments, helping unload trucks and/or helping installers load up in the morning.

• Building maintenance. Take over the building maintenance log and managing service providers to complete the basic maintenance needed (HVAC, fire, sprinklers, etc) Responding to maintenance issues that may arise from residential tenants.

• Jump on to an install site when an extra set of hands is needed to successfully complete the work.

• Work with previously installed customers to complete warranty service work; includes but not limited to screen repair, sash replacement, glass package replacement, missing locks or handles, window operation assistance and humidity consults.

What’s the office like?    We are a casual work environment.  We are in the construction field and our office is connected to our warehouse.   We wear jeans.  We wear sweatshirts.   We do have customers that come in to our office.   We drink lots of water, we listen to the radio and we work hard.  We celebrate accomplishments.  We learn from failures.  We are currently operating in a high volume state and fast thinking communicators will absolutely thrive here.   Sometimes our daughter is here with us.  Jimmy John’s Delivery and Cheeseburger runs to Culvers happen.  

What kind of experience do I need?

·   Must have experience talking with customers - listening to their needs, identifying concerns, and offering solutions as you are able.

·   Must be a proven problem solver with at least 1 year experience in a maintenance or construction role.

·   Must have a high school diploma

·   Must be able to lift 50 pounds.

What Else?

·         This is a great job. And since it is new it becomes what you make it. All ideas are good ones and we expect the day to day work to morph as your strengths arise and the business/economy/supply chains continue to morph.  We are a results based team; we believe in checklists, and we are delightful.

·         Office location is 9321 Penn Avenue S in Bloomington.  Easy access from 494 and from 35W.

Why work for Steve The Window Guy?

·         Small office with no red tape.   If it is a smart idea and you can do it, let’s do it.

·         Casual work environment with a flexible schedule.

·         We have a strong reputation in the market, and we do an incredibly high volume of business with a lean staff. Every employee we have is a strong worker, a problem solver and a results producer.

·         Families come first.  Always.   We are a family, our customers are families and you have a family.

Steve the Window Guy with Universal Windows Direct is a fast-paced home improvement company based in Bloomington, MN.   We work with homeowners to make their homes healthier, warmer and prettier.   We have an A+ rating with the BBB zero complaints,  nearly 500 positive reviews online and 60% of our business is repeat customers and referrals.   

Interested?    Contact Melissa at 612-866-2888  or mbrager@universalwindowsdirect.com

NOW HIRING - Sales Assistant

NOW HIRING:   Sales Assistant

Why is this job available?   Because Amazing and Effervescent as he is,  Steve cannot do it all.  This is a newly created job to help assist the Steve with the repetitive and important tasks related to new sales, as week as what it takes to get those sales to an install.   

We might be able to work together if:

·         You like a job where every day will be different.

·         You are energized by a high volume, ever-changing environment. 

·         You’re a helper.  It makes you feel good to be helpful.  

·         You care about details being right

·         You enjoy talking with customers.

·         You don’t mind being behind a computer most of the day,  but you’re also not mad if you need to drive to a job site or work in the warehouse for a bit.

You’ll be actively involved in:    Working with Steve, our operations team, and customers to work towards monthly sales goals, and then to assist with the production tasks needed to get those jobs installed.   Our office manages 300-400 active customers at any one time. These tasks include but are not limited to the following:

• Working with Steve to manage the current pipelines on all products. This includes working with various service providers that we have relationships with.

• Ordering and confirming receipt of specific product needed for installs. This may include driving to locations to pick up custom colors, or items that are hard to maintain.

• Talking with customers about their upcoming and recently completed installs

• Assisting with obtaining building permits

• Talking with potential customers who have already received an estimate but have not made a decision

• Obtaining the information needed to reprice or revise an existing quote based on customer changes and questions.

• Assisting with pricing entry doors

• Providing customer updates on job progress leading up to the install.

What’s the office like?    We are a casual work environment.  We are in the construction field and our office is connected to our warehouse.   We wear jeans.  We wear sweatshirts.   We do have customers that come in to our office.   We drink lots of water, we listen to the radio and we work hard.  We celebrate accomplishments.  We learn from failures.  We are currently operating in a high volume state and fast thinking communicators will absolutely thrive here.   Sometimes our daughter is here with us.  Jimmy John’s Delivery and Cheeseburger runs to Culvers happen.  

What kind of experience do I need?

·         Must have experience talking with customers on phones – listening to their needs, identifying concerns, and offering solutions as you are able.

·         Must be a proficient and confident user of email, calendars, Microsoft Word and Excel

·         Must be able to type with more than 2 fingers

·         Must have a high school diploma

·         Must have at least one year of experience working in an office environment, sales environment or warehouse.

·         Must be able to lift 50 pounds.

What Else?

·         This is a part time job at approximately 30 hours a week.  We are a results based; we believe in checklists, and we are delightful.

·         Office location is 9321 Penn Avenue S in Bloomington.  Easy access from 494 and from 35W.

Why work for Steve The Window Guy?

·         Small office with no red tape.   If it is a smart idea and you can do it, let’s do it.

·         Casual work environment

·         Flexible schedule

·         Families come first.     We are a family, our customers are families and you have a family.

Steve the Window Guy with Universal Windows Direct is a fast-paced home improvement company based in Bloomington, MN.   We work with homeowners to make their homes healthier, warmer and prettier.   We have an A+ rating with the BBB zero complaints,  over 400 positive reviews online and 60% of our business is repeat customers and referrals.   

Interested?    Contact Melissa at 612-866-2888  or mbrager@universalwindowsdirect.com

NOW HIRING - Operations Assistant - Customer Service

NOW HIRING:   Operations Assistant – Customer Service

Why is this job available?    Because the Operations Manager is not a two-headed octopus.   Another head and a few more arms are needed. 

We might be able to work together if:

·         You love picking up the phone and chatting with customers.

·         You enjoy the routine of doing the same types of tasks every single day

·         You’re a helper.  It makes you feel good to be helpful.  

·         You care about details being right

·         You see that data entry and form completion is sort of calming

You’ll be actively involved in:    Assisting with routine daily tasks that will ensure effective office processes management and a successful customer experience.   Our office manages 300-400 active customers at any one time.   To be effective in how we deliver the experience to those customers we must be consistent in what we do and when we do it. Having an effective operations assistant to help manage and complete tasks is critical.  These tasks include but are not limited to the following:

• You will be the first point of contact for all incoming phone calls and emails.

• You will be responsible for the daily calendar of sales appointments, ensuring information is complete, customers are confirmed, and the sales team has what they need.

What’s the office like?    We are a casual work environment.  We are in the construction field and our office is connected to our warehouse.   We wear jeans, we don’t wear yoga pants.   We do have customers that come in to our office.   We drink lots of water, we listen to the radio and we work hard.  We celebrate accomplishments.  We learn from failures.  We are currently operating in a high volume state and fast thinking communicators will absolutely thrive here.   Sometimes our daughter is here with us.  Jimmy John’s Delivery and Cheeseburger runs to Culvers happen.  

What kind of experience do I need?

·         Must have experience talking with customers on phones – listening to their needs, identifying concerns, and offering solutions as you are able.

·         Must be a proficient and confident user of email, calendars, and Microsoft Word and Excel

·         Must be able to type with more than 2 fingers

·         Must have a high school diploma

·         Must have at least one year of experience working in an office environment

What Else?

·         This is a part time job at 32 hours a week.  We are a results based; we believe in checklists, and we are delightful.

·         Office location is 9321 Penn Avenue S in Bloomington.  Easy access from 494 and from 35W.

Why work for Steve The Window Guy?

·         Small office with no red tape.   If it is a smart idea and you can do it, let’s do it.

·         Casual work environment

·         No formal dress code

·         Flexible schedule

·         Families come first.     We are a family, our customers are families and you have a family.

Steve the Window Guy with Universal Windows Direct is a fast-paced home improvement company based in Bloomington, MN.     We work with homeowners to make their homes healthier, warmer and prettier.   We have an A+ rating with the BBB zero complaints,  over 400 positive reviews online and 60% of our business is repeat customers and referrals.   

Interested?

Contact Melissa at 612-866-2888  or mbrager@universalwindowsdirect.com

Window Terminology: Window Terms Starting with "Q"

When I think about winodw terms starting with the letter Q all I can think of is QUESTIONS. And listen. All questions are good and all are valid. Because when you think about it you are not supposed to know everything. You will buy windows only once or twice in your life. Ask all the questions. Understand what you are being quoted. Omigosh. QUOTE. (I’ll get back to that). When a sales guy is in your home he wants you to have the information and he wants you to be involved in the process. Asking questions is a great way to actively show involvement.

QUOTE - otherwise known as a estimate. Should be in writing. Should clearly state what features are included in the price that is given. A Quote is the written culmination of the conversation you had with your sales guy and is the document that is left behind if you choose not to buy that night.

For more information on window terminology, and to get your free quote on replacement windows from Steve the Window Guy visit our website or click the button.

Steve the Window Guy for Universal Windows Direct is a full exterior remodeling company focusing on replacing windows, siding and roofing. Steve and his team of are experts in working with people just like you to create a plan for the most cost efficient way to complete your exterior remodeling project. We are part of a national dealer network that has catapulted to be a top 10 remodeling company in the nation. Locally we have an A+ rating with the BBB with zero complaints. Steve has been recognized by Universal Windows Direct as National Dealer of the Year three times for his hard work and dedication to getting things right. We are locally owned and operated in Bloomington, MN and work throughout the Twin Cities Metro. Updating your home can be easy.

We believe Steve the Window, Siding and Roofing Guy was just too long of a name.

*Source: Qualified Remodelers Top 500 List, Published September 2021.

Friday Things - April 3 - Now that we have the time.. disruption

This post is a throw back to nearly 2 years ago. I wrote it then but of course I got interrupted and I never published it. Still, it is part of our history and this was my truth.

It has been a rough few weeks for all of us, hasn’t it? I was texting a friend this morning and I told her I feel unsettled. When I am feel unsettled I write. These are my thoughts; in no particular order.

I am feeling tremendously grateful for our school district and communications team for the blood sweat and tears they have put in to educating and connecting our children. In 5 days I personally witnessed a 2nd grade teacher hold a daily conference call with 7 students that started out as monkeys on a sugar high and ended as orderly as any adult conference call I have ever been on. As adults we have been known to text our friends on calls without repercussion. As children they are called out for not having heads up and facing forward in learning position. Distance learning plans are challenging for the kids and engaging their brains in ways we wouldn’t do as parents. And when learning objectives are given in the morning with no time frame they are teaching children results management and the power of time management. These kids are our future.

I am grateful for the parents who have navigated through new apps and ways that our kiddos can safely communicate with each other. For kids school and activities are everything - their entire social world. So no school and no playdates is like a big scary wall thrown up that is isolating. Giving kids the tools and freedom to talk and giggle with their friends is the only kind thing we can do.

We are grieving the sudden loss of our normal. It’s emotional. It is DISRUPTION. We have all the time we always begged for but we aren’t allowed to use it the same way. I can think of at least 10 examples. We aren’t able to go where we want to go, or vacation where we might if we otherwise had 3 weeks off, or visit family who we never see enough of. We certainly can’t visit our elderly parents or grandparents now that we have the time. I would love to volunteer. I would love to go to tons of movies and binge on popcorn. I would love to take T to a new museum and explore OUR city, but we cannot. And honestly, the disruption is weighing so heavily I can’t even tell you I am exercising more, or cooking more than I was before. How cannot I not prepare a meal when I have literally been home for 3 weeks and the cupboards are stocked? We are eating sloppy joes and tater tots tonight. I’m not proud.

And what about at home? We have projects. Of course we do. I want hooks in our hall closet, the garage needs storage, the recycling drawer in the kitchen island hasn’t worked for 2 years. All of these are little but have been overlooked because of the pace and schedule of our business. But now that things have slowed way down and we have committed to the Stay at Home Order we still aren’t doing them. There is no sitting back and relaxing. We are wrapped up in finishing, in organizing, in working ahead, in planning. We are in a non stop cycle of communication about what if this and what if that. Three weeks ago we were talking with friends about wondering if March vacations should be cancelled. Two weeks ago we put together a plan for what would happen if we had to stop selling, stop installing, or just stay at home. Last week we felt like we had a good 2 week plan. Today I feel like that was all short sighted. We need a 6 month plan. We need to determine how to sustain our business in a new disrupted atmosphere. We need to do so without hibernating or pulling back crucial marketing dollars. But we also need to do so by marketing correctly and with the right message.

We are small business owners. We are feeling waves of change. We can install. We are prepared to provide virtual appointments. We have hundreds of past relationships we can re-engage with on their projects but how do we do that and remain sensitive. We know each time we pick up the phone we are talking to someone who may not have a job, who may be a first responder or medical worker, or who may be fighting the disease themselves. New windows during this time can seem so trivial. Are our needs to keep the business moving forward more important than their needs? Is our current advertising suddenly way off key? How fast can we change it to something better and when exactly will I have enough time alone to think about it and come up with a plan?

Can we talk about distance learning some more? The challenge from working from home while having a child completing school work from home is monumental. You may or may not know this.. but our office was at home for our first few years including when Tessie was born. I didn’t have maternity leave. I worked less, but I worked. And as she got older I constantly changed my schedule to accomodate hers. I had folders on my desk with times on them. I had a 5 minute folder, 15 minute folder and a 30 minute folder. I also had my days of the week folders. I knew that every day I had work that HAD to be done. And I knew that if tossed a fresh packet of post it notes to my 9 month old I could buy 15 minutes of work time. It was stressful and imperfect but I had a system. That was 7 years ago and I am rusty. The interruptions are louder and more demanding. They often require me to refocus my brain into her school work and before I know it I’m explainging comparing fractions and common denominators. It’s HARD. I don’t have another parent at home with me and I want both of us to get our work done. I am constantly torn between my job and spending time with her. I am never feeling like the right decisions are being made. Even with that my productive hours are reduced.

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Steve the Window Guy for Universal Windows Direct is a full exterior remodeling company focusing on replacing windows, siding and roofing. Steve and his team of are experts in working with people just like you to create a plan for the most cost efficient way to complete your exterior remodeling project. We are part of a national dealer network that has catupulted to the 10th largest* remodeling company in the nation. Locally we have an A+ rating with the BBB with zero complaints. Steve has been recognized by Universal Windows Direct as National Dealer of the Year three times for his hard work and dedication to getting things right. We are locally owned and operated in Bloomington, MN and work throughtout the Twin Cities Metro. Updating your home can be easy.

We believe Steve the Window, Siding and Roofing Guy was just too long of a name.

*Source: Qualified Remodelers Top 500 List, Published September 2019.