OMG, was I sleeping and missed the notice??? No one tells me anything anymore.

Has business in general become a commodity? I remember the old days when relationships meant something to both sides of the transaction. Customers used to buy shoes, on the same day, so that they could see my dad when he sold shoes as a teenager. I used to ride my bike to Jack-in-the-Box because the manager knew my name. Maybe because I bought the same two tacos every day but I think he just liked seeing me. Quincy Lee and Efraim Abramoff used to buy roofs from my dad on a handshake. I sure miss the old days. Do you?

Why is it that the value system has changed so much? Is it technology? Is it the culture within an organization? As kids, we used to wave at the fuel station attendant who would make funny faces at us while filling up our parent’s station wagon; however, even that relationship is now between you and the monitor on the pump. In the process of automating our lives, have we lost the human element that keeps business alive? When was the last time you asked the person filling up a car next to you how his or her day was going? My guess, a very long time!

It’s easy to blame technology for the desocialization of humanity. The unconscious thought is to look at one’s phone when a stranger enters the elevator, rather than to greet them. Why practice an elevator speech if you have no intention of engaging? Is the lack of discussion at a dinner table due to the accessibility of information at one’s fingertips? OMG, what would our kids do if we told them they couldn't have their phone at the dinner table? Would they survive to live another day????

In the roofing industry, relationships play a chief role in our success. Actively engaging with customers, and obtaining their trust in BELDON is the ONLY way we do business. Therefore, I continue to contemplate the current commodity-driven climate. Why has it changed? Who is to blame? Why is TRUST a forgotten word?

At BELDON, we work daily towards constant improvement. The universe is moving so fast these days that if we are not bettering ourselves each and every day, a business will fall behind. At BELDON, our TEAM sets high expectations. Some would say, we set unrealistic expectations. However, we don't apologize for shooting for the stars. With these expectations, the TEAM is aware that yesterday taught us how to be even smarter tomorrow because what we did yesterday is never good enough. These lessons allow us to deliver exceptional customer service, and in turn, engage our customers.  

It is my belief that goals and targets are nothing more than goals and targets and allow your TEAM to coast. Don’t tell me about what you did yesterday. I want to know what you’re doing today to take care of the customer. It's like an unused hotel room from last night - you cannot change what happened but you can plan for today.

What are you doing to prevent becoming a commodity product? 

I welcome your dialogue. Feel free to comment and/or email me at [email protected]

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