Homestead Post

Do you think of following up with customers as a path to “opening a can of worms”? We challenge you to see it differently!

Why Follow Up? 

1. Following up allows you to learn what customers like most about your work—that’s valuable information you can use to set yourself apart from other contractors. 

2. What if something didn’t go 100 percent perfectly on a job? A follow-up will allow you to learn about it firsthand rather than through the rumor mill. And it provides insight into what improvements you can make to prevent issues on future projects.

3. Following up creates rapport with customers, which can lead to repeat business and referrals. 

Ready, Set . . .

Reach out to your customers via the communications method (phone, email, text, etc.) they prefer. Following up builds a stronger business by laying a firm foundation for quality assurance and ongoing customer satisfaction. 

1. We like feedback.
We want to know how we can improve your experience. For example, if we can package things differently to make your life easier, let us know. Your feedback helps us understand things from your perspective. The more we know, the better we can be of service. 

2. Eleventh-hour orders carry a greater sense of urgency when they aren’t the norm. 
We happily pull out all the stops to help our customers get materials quickly in emergency situations. However, when a customer’s every order requires an immediate turnaround, those non-stop emergency requests take away the time and attention we can give to other clients. We ask that you plan ahead whenever possible.

3. Long-term relationships = a win-win.
As trust and familiarity develop between dealers and builders, efficiency and accuracy also increase. For example, if we know Bob from ABC Home Improvements usually orders deck clips with his deck jobs, we know to call him to question an order that doesn’t include them. Long-term working relationships allow dealers to know a builder’s habits and preferred business practices—and vice versa. 

Discipline & Technology

In the book “Good to Great: Why Some Companies Make the Leap . . . and Others Don’t,” Jim Collins describes the traits of successful companies. We’ve covered several of them (humble yet driven leaders, the right people, and confronting reality, a hedgehog mindset) in past articles. Now, we continue our series with two more of Collins’ principles.

The Culture of Discipline

Good-to-great companies recognize that employees’ discipline to make intelligent decisions and actions begins with understanding the hedgehog
mindset of the business (i.e., what it does best) and its goals.

The leaders at good-to-great companies know that discipline is not the same as bureaucracy. They don’t micromanage their team. Instead, they empower employees with a clear understanding of what the company is trying to achieve and let them make decisions.

If you have the right people in the right positions, and you have clearly communicated your purpose, goals, and vision, you can trust that your team has the discipline to make informed decisions that affect your business in a positive way.

Strategic Application of Technology 

Using technology as an accelerator to success (not as a way to compensate for a lack of skilled workers or strategic decision-making, etc.) stands as a mark of a good-to-great company, too. Great businesses avoid fads and choose only the technological tools that align with their “hedgehog” concept and propel them efficiently toward their objectives.

From marketing tools (e.g., website, email marketing platform) to customer relationship management software to sales training programs to project planning software, the strategic application of technology will help your company operate more productively and get closer to its goals. Without a solid strategy, it could be a waste of time and money. 

Stay tuned for our next article when we’ll talk about the “flywheel” effect.

Homestead Outdoor Products now carries Evolve Stone®, a high-performing, simple-to-install stone veneer with the look and feel of natural stone. Evolve Stone delivers premium quality, aesthetics, and ease of installation:

• More impermeable to moisture than other stone veneer products on the market because it doesn’t hold moisture against the structure
• Exceptionally durable to withstand the rigors of shipping, installation, and exposure to wind and weather
• A beautiful, realistic stone look, with UV-resistant colors seamlessly infused throughout the product
• Installs up to 10 times faster than other stone veneer products

Installation Advantages for Contractors

• Requires no specialized labor training—No masonry expertise is needed.
• Installs with standard tools—A finish nailer is all you need. 
• No weather-related restrictions—You can install it under any conditions and temperatures.
• No structural considerations—It installs under vinyl siding structural guidelines.

In Stock Now

We currently have Evolve Stone’s District View style in stock in two colors: Morning Aspen and Phantom Shadow. If you are interested in other Evolve Stone styles and colors, we can place a special order for you.  

Call us or visit evolvestone.com for more information about this innovative, versatile product for exterior and interior applications.

Summer brings the perfect storm of heat, humidity, and the hot sun. It’s prime time for dehydration, heat exhaustion, and heat stroke, so it’s important to make sure workers know the first signs of heat-related problems. 

Early Warning Signs

• Excessive thirst 
• Dry mouth
• Fatigue
• Muscle cramps
• Dizziness

More serious symptoms—such as rapid heart rate, no longer sweating, confusion, and difficulty walking—can happen if dehydration goes undetected or is ignored.

How to Stay Hydrated and Healthy

1. Keep plenty of water (and other beverages that contain mostly water) on the job site, drinking them gradually throughout the day.

2. Pack fluid-rich foods (such as fruits, vegetables, salad, applesauce, etc.) for snacks and lunch.

3. While the amount of water individuals need varies from person to person, the general rule is eight 8-ounce glasses of water each day. Sweating increases the body’s need for fluids, so you may have to drink more in the summer.

4. Pay attention to the warning signs mentioned above.

A safe summer is a successful summer! Be sure you and your workers make your well-being a priority.

A Hedgehog Mindset

Jim Collins’ book Good to Great: Why Some Companies Make the Leap . . . and Others Don’t describes the six traits of successful companies. Our past articles have discussed three of those characteristics (humble yet driven leaders, the right people, and confronting reality) as they relate to contractors. Now, on we go to the fourth trait. 

Great Companies’ Trait #4: The Hedgehog Concept 

Good-to-great companies understand what they excel at and stick to doing it—like a hedgehog. Hedgehogs are exceptional at one thing (rolling up into a spiked ball), which pays off because it ensures their survival. 

Like a hedgehog, successful companies focus their efforts on doing what’s remarkably effective for them. 

According to Collins, the path from good to great involves finding the intersection between three considerations. At the center is your hedgehog superpower.

• What are you passionate about?
• What drives your economic success?
• What do you do the best—and better than anyone else? 

Let’s take a look at how a contractor might use that formula to discover what they should concentrate on in their business.

Hypothetical Scenario: Joe Carpenter 

What is Joe’s passion? While Joe Carpenter doesn’t mind doing regular building work, he really loves the challenge of building and installing spiral staircases. He enjoys the art of using geometry to perfect the particulars of each unique installation.  

What drives Joe’s economic success? Not only does Joe enjoy making spiral staircases, but also he earns a really good profit on them. At the same time, he realizes (because of heavy competition) that he doesn’t make much profit at all on standard residential addition projects.

What is Joe exceptionally good at doing? Joe has become known as the “go-to” guy for spiral staircases. He has an innate talent for creating them, and customers rave about his ability to capture their vision. Plus, most other contractors don’t want to touch those projects—and those who do lack the ability that Joe possesses. 

What is Joe’s hedgehog superpower? Spiral staircases are where Joe’s passion, financial success, and talent intersect. It would be wise for him to direct most of his focus, ambition, marketing, and energy toward attracting more customers who want an expert at building spiral staircases.

What’s your hedgehog superpower?

Stay tuned for our next article. We’ll talk about the importance of a “culture of discipline.”

As pleased customers of both Key-Link and Wolf, we anticipate a smooth transition, with a seamless experience for Homestead’s customers. We expect an improved, more robust supply channel for all.

Referrals from satisfied customers stand as one of the most effective tools for growing a business. However, not all contractors feel comfortable requesting them. They don’t want to bother their customers, or they believe it’s in bad form to ask for referrals.

If that’s your perception, you may be missing out on new opportunities! 

Instead, look at it this way: Your requests for referrals give your customers the chance to help you (a hard-working small-business owner) AND solve a need for someone they know. Asking respectfully doesn’t pressure your customers to “sell out” their friends, family, or business contacts. Instead, it allows them to think about who might genuinely benefit from your services and expertise.

7 Referral Tips for Contractors 

1. Get organized and be selective. Make a list of jobs that went (or are going) very well and ask those customers for referrals. The fans of your work are the people most likely to recommend you enthusiastically. 

2. Choose the right communication method. Consider the persons you will be asking for referrals. How do they prefer to communicate (phone call, text, email, etc.)? Reach out to them using the method they find most convenient because it may help ensure you get a positive response.

3. Make the ask specific. If you’re interested in getting more jobs of a certain type (perhaps they’re more profitable or more in line with your specific expertise), let your customers know. That will help generate referrals for the projects you want to add to your schedule.

4. Ask before the job Is done. If you’ve completed most of a project that has been smooth sailing, consider asking for referrals before you’ve finished the job. Because you’re still actively connected with your customer, you and your exceptional work will be fresh on their mind. That may help make your referral ask more top of mind, too.

5. Be honest. If you feel awkward about asking for a referral, break the ice by telling your customer you’re nervous or uncomfortable. EVERYONE has experienced that sort of feeling at some time. 

6. Be flexible. Some customers may feel most comfortable giving your information to someone else vs. giving someone else’s information to you. Express your preference but let them proceed in whatever way makes the most sense for them and whomever they want to refer you to. 

7. Follow up. What if a customer says they’ll be happy to recommend you but wants some time to think about who might need your services? Follow up with them after a week or so to see if anyone came to mind. 

We hope these tips help you harness the power of word of mouth to grow your business!

We are pleased to announce that William (Bill) Hursh has joined our team! As an inside sales representative, Bill will support our customers by estimating materials required for projects and facilitating a smooth order process. He began his role at Homestead Outdoor Products on March 14. A Lancaster County native, Bill has years of estimating experience in the commercial flooring industry.

Confront Reality

In past articles, we discussed two traits (humble yet driven leaders, and the right people) that author Jim Collins says successful companies embody. Now, we’ll touch on the third trait in Collins’ book  Good to Great: Why Some Companies Make the Leap . . . and Others Don’t.

Great Companies’ trait #3: Confront the Brutal Facts (Yet Never Lose Faith) 

Good-to-great companies have leaders who confront the reality of their situation—even when it’s less than ideal. Only by acknowledging the truth can the right decisions be made to improve the circumstances. 

Confronting the brutal facts involves:

• Being truthful,
• Asking for truthfulness
• Acting upon truth 

But there’s more to it than that. Good-to-great businesses keep faith in their mission and goals. They don’t let pessimism cloud their vision for a brighter future. At the same time, they acknowledge and accept there will be hard work ahead to overcome the challenges that stand in their way of achieving that vision. 

Three Tips for Getting to the Truth of the Situation 

Collins suggests several ways business leaders can understand their company’s reality. We’ve put our own twist on three of them that we believe may be helpful for contractors. 

1. Lead with questions, not answers. Ask for opinions and input from your workers and customers to learn the facts as they really are. Don’t try to steer people into saying what retrofits into your grand vision.

This point is crucial for charismatic business owners with a strong leadership personality. Their outspokenness and strong opinions may overshadow the ideas of less-vocal workers and customers.

2. Engage in dialogue and debate, not coercion. Open the door to discussion and allow room for disagreement (in casual and formal situations). Don’t try to force people to think a certain way. Debate enables people to share different perspectives and ideas for problem-solving and improvements.  

3. Conduct autopsies without blame. When things go wrong, discuss them with your team. Take care to do so in the spirit of wanting to get better as a company rather than to condemn people for making mistakes. 

Stay tuned for more insight about going from good to great! Next time, we’ll talk about Collins’ “Hedgehog Concept.”