World Fence News

WORLD FENCE NEWS • JULY 2018 • 35 FASTENER CAPS for the fence industry ALL TYPES Snap-Caps, Tap-Caps, Kappets, Hex-Caps, Hinge Caps All colors and sizes available in small or large quantities Easy to order through PRO-DEC.COM Check us out! Callbacks – Every contractor's "thorn in the side" continued from page 32 the salesperson to read the customer's needs properly and perhaps "sketch- ing" the wrong information on the contract or at the very least, not show- ing it clearly, can be a source of irri- tation to the customer as the project progresses. Remind your salesperson of the need to listen better, ask more specific questions if necessary, but more im- portant, to do all he can to at least es- tablish a base for a satisfied customer, which will reduce the callback possi- bility. Now I wish to turn my thoughts to the installation crews. Most of the time, I believe contractors do a very good job in sending knowledgeable and well-prepared crews – neatly at- tired to look professional as well as being polite in dealing with the cus- tomers. I can't say it enough that the ap- pearance, work habits, and comport- ment of your crews can go a long way in diffusing problems that could arise with customers in the field and thereby reducing the possibility of a callback. I realize that when the season gets cranked up it becomes very difficult to stay as focused on all these areas as it would be in slower times. Having pointed out some pro- cedures that might prove helpful in reducing callbacks, there are some thoughts I wish to share regarding field situations that might help to re- duce callbacks. Consider this situation: A cus- tomer calls and suggests that there are pickets that she doesn't like for one reason or another and would like them to be replaced or changed. You have all gotten a call like this before, I'm sure. Here's another situ- ation: A customer calls and does not like something about the PVC panel; generally it could be scratched or the color is faded in spots, etc. Right away, these situations are obvious callback material and, more important, items that will most assuredly create a delay in final payment. Okay, now as annoying as this is, it needs to be resolved as soon as possible. The most obvious way is to have extra materials on the truck, and do field fabrication or replacement and hopefully resolve it right then and there. However, there is a time when that's not possible. The foreman then tries to calm the customer and tell him or her that they will return with new materials or have the office contact them as soon as possible. Still, the callback process has de- veloped a shelf life. Hopefully there are additional materials back in the yard and do not require a special order. One suggestion I have heard from a few contractors over the years which has worked reasonably well (but not for everyone) in handling the callback situation is having a truck on call with a driver whose only responsibility is to service the jobs in the field on any given day. If there are more jobs ongoing than one truck can handle, another truck is placed into service. continued on page 37 International Gate Devices IGD E/Z SLIDE ™ TRACK SYSTEM GATE KIT www.slidegate.net 1-800-557-4283 (GATE) • sales@slidegate.net • For Wrought Iron, Wood, Metal, Picket And Chain Link Gates • UL 325 Compliant • Patented • Send For Free Brochure C IGD Utica Style Fence Pliers by International Gate Devices The Must Have Tool for the "Fence Professional" Available in 8" & 10" Round or Square Nosed 10" 8" Features: • High Strength Carbon Steel • Non-Slip Cushioned Handles • Three Heavy Duty Cutters • Lifetime Warranty 800.557.4283 fax 610.534.9682 www.slidegate.net sales@slidegate.net $22.90 ea. Any Size or Shape – May Be Mixed FOB Folsom, PA 24+ Call for Pricing Pliers ad In 1985, Betty hires Bourke to test and pre-wire products before shipping to Encon customers. Under Betty's direction, this was the first time this service was offered by a distributor. Inception of Encon Electronics 1 9 8 0 1 9 8 1 1 9 8 2 1 9 8 3 1 9 8 4 1 9 8 5 1 9 8 6 1 9 8 7 1 9 8 8 1 9 8 9 1984 August 4, 1984 Betty Mullin convinces Joe Weber to help her launch Encon Electronics, one of the first access control distribution companies in Northern California. "Betty is as big of a humanitarian as she is an accomplished business woman. She is of one of the greatest players to ever work in this industry." JOE WEBER, Encon Electronics ENCON ENDS EXCLUSIVE STANLEY seLLING AGREEMENT 1 9 9 0 1 9 9 1 1 9 9 2 1 9 9 3 1 9 9 4 1 9 9 5 1 9 9 6 1 9 9 7 1 9 9 8 1 9 9 9 In 1985, Encon attended the Far Western Trade Show in San Diego. ENCON EXHIBITS AT F i r s t TRADE SHOW ...her word was her bond." DUSTY BEEDING, DoorKing 1999 BETTY HIRES LAWRENCE BOURKE BETTY RECOGNIZES VALUE IN DIVERSE INVENTORY BETTY CREATES FAMILY CULTURE 2 0 0 0 2 0 0 1 2 0 0 2 2 0 0 3 2 0 0 4 2 0 0 5 2 0 0 6 2 0 0 7 2 0 0 8 2 0 0 9 BETTY DECIDES TO COMPUTERIZE EXPANDING INVENTORY Encon hosts first golf tournament 2005 In 1999, Betty forms company softball team called Smooth Operators and institutes monthly barbecues for employees and customers. 2000 marked the first of many golf tournaments. Betty utilized these fun, casual events to foster relationships in the industry and to unite vendors, customers, and Encon employees. Betty approves NEW TRAINING FACILITY Betty always emphasized the importance of proper training. Betty had the facility built in 2005, and it was designated for customized training and manufacturer seminars. "Betty's strong ethics, perseverance, and hard work have always been an inspiration to me. I love how she has always treated people around her as family, myself included." SOPHIE HAUVILLE, LiftMaster 2017 2 0 1 0 2 0 11 2 0 1 2 2 0 1 3 2 0 1 4 2 0 1 5 2 0 1 6 2 0 1 7 2 0 1 8 In 2009, Betty requires every sales tech at Encon to be fully certified and hosts first West Coast Automated Gate Installation Certification Exam. C E R T I F I E D T E C H S 1988 History of ENCON B E T T Y MULLIN M a y 3 1 , 2 0 1 8 L E G E N D & I C O N B E T T y M U L L I N R E T I R E S E n c o n E X P A N D S SACRAMENTO OFFICE OPENS History of ENCON B E T T Y MULLIN "She will be sorely missed, but the culture Betty's developed at Encon lives on with the fine men and women that will continue her legacy." STEVE APPLEBAUM, Tholl Fence www.enconelectronics.com 800.782.5598

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