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Building A Dream Business

Over Promising Is Easy When You Have A Servant’s Heart

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But It’s Not A Good Business Plan

 

At the risk of sounding like (or writing like) a broken record I want to discuss the big issue of promising to do more than we can. I have written about this on several occasions focusing on different aspects of this struggle.

Five Ways to Stop Over Promising and Under Delivering

How to Create Realistic Expectations for Customers – Part 1

Honesty Is the Best Policy – I Don’t Care How Hard It Is 


I may be overly optimistic, but in my experiences most of the professionals that I work with and/or associate with are driven by a selfless desire to help others. This doesn’t mean that there aren’t selfish people out there, but I believe they are the minority.

 


The problem arises when overly zealous unachievable statements are made and then not followed through.


Much of the time the over promising is encouraged by the person receiving the promise. I know when given an answer that wasn’t what they wanted; customers have pushed me into saying things that I knew weren’t possible. I let them do this because I wanted to help them realize their dream.
I have done the same thing to my suppliers and subcontractors. When trying to achieve a schedule, I urged them to give me answers that both them and I knew they couldn’t meet. This isn’t right or fair to anyone involved.


I have been dealing with this ‘over promising’ issue a lot lately. It was echoed this past week when I listened to a Michael Hyatt podcast about “How to Delegate Even If You Don’t Have a Team”. It encouraged me to not give up on shoveling this particular mountain.


How do we solve this problem?


First thing is to figure out what works best for you. This may be the hardest part…I know it is for me. Not every idea or plan is going to fit your needs. We are all different and this means our systems will be too. I’ve tried different things and give up when they don’t work immediately. The most important thing is to persist.


Prioritize your to do list – This is probably the hardest thing for someone with a servant’s heart. Everything on the list is given ultimate importance and this is where the problem starts. There simply isn’t enough time to do everything. So how do we prioritize the list. Michael refers to the Eisenhower Matrix in the podcast. Like any system, it’s a good way to organize tasks, but only if you use it.


Delegate – Sharing the shovels needed to move any mountain is a good plan as long as you have someone to share them with. Delegating is a part of the productivity plan in the Eisenhower Matrix. There are a lot of unconventional ways that delegating can be done. Thinking outside the box is a great plan, you just can’t stop at the thinking, there has to be some doing. Michael shares ideas for this in his podcast as well.


Say NO – This is probably the hardest thing to do with a servant’s heart. We want to help everybody. The problem is there simply isn’t enough time to help everybody. Saying no is the only way we can do our best work, it’s the only way to serve well. The Lysa TerKeurst book, “The Best Yes”, is a great resource for helping to prioritize which things we say yes to and why. Most servants don’t want to tell others no but wouldn’t that be better than to give them an over promised yes.

 


When we attempt to help everybody, we really don’t do a good job of helping anybody.

 

We can have the best intentions when we say yes, but “The road to hell is paved with good intentions.” Unaccomplished good intentions are not the best way for us to truly serve others well.

How To Keep A Finger On The Profit Pulse Of Your Company

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Accomplished by A Weekly Profit Comparison

 

Have you ever been shocked when preparing your year-end financial paperwork and you find that profits were not what you expected?

 


You had, what you thought, was a good year. You were busy and working hard all year long. This was an unexpected and disappointing surprise. What happened?

 

There is so much required to operate a business and it’s hard to keep everything balanced. There are three support columns that hold up a company and financial health is a crucial part of one of them. If you neglect to regularly monitor finances, by the time you realize it, that support leg may be too weak to keep the company stable.

 


It’s easy to lose track of things if you aren’t intentional.


Profit and loss reports are easy to prepare, especially if you use a computer bookkeeping program. The problem I had with the profit and loss report was that it didn’t answer questions that I wanted answered, not without doing a lot of extra work. We all struggle with not having enough time to get everything done so, it gets put off and the next thing you know the year’s over.

 

Been there done that. That’s why I developed a Profit Comparison report.

 

I wanted, at a glance, to know if we were on target for the current year’s financial goals. This way adjustments could be made before the financial support leg got too weak. I also wanted to be able to see how the company’s income and expenses compared with last week or last year at any time throughout the year.


The Profit Comparison is an Excel spreadsheet that within a few minutes can be filled out and ready for review. We take information from a standard profit loss report, enter it into the proper places on the spreadsheet and with a few clicks of the mouse it lets us see what the “profit pulse” is. By filling it out and reviewing it every week we can stop bleeding before it becomes fatal.


The Profit Comparison report provides:

  • Comparison of the current Gross Profit to last week, last year and this year’s goal.
  • Comparison of the current Overhead Expenses to last week, last year and this year’s goal.
  • Comparison of the current Net Profit to last week, last year and this year’s goal.
  • Revenue deficiencies or surpluses, providing an opportunity to make necessary adjustments to get and stay on target.
  • Job cost overruns, providing an opportunity to make necessary adjustments to get and stay on target.
  • Excessive overhead expenses, providing an opportunity to make necessary adjustments to get and stay on target.


One of the biggest problems that businesses struggle with is the lack of time to get everything done, this is especially true for small to medium size companies. Financial reports are one of those things that get put off because they aren’t “directly connected” to generating revenue.

 


This simple report can easily provide the “profit pulse of your company” weekly.

 


We are working on developing this Profit Comparison Report complete with instructions into a product available for use by others. If you or someone you know would be interested in this, please let us know in the comments below.

 

Every Minute of Every Day We Make One Decision After Another

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It’s Like Playing A Non-Stop Game of Would You Rather

Most everyone is familiar with the game “Would You Rather.” This is a game in which the players are asked questions that compare two different scenarios and are asked to choose which of the two they would rather do. These questions can vary from simple to the complicated.


Would you rather…

  • Spend a day in the Sahara Desert or Spend a day at the North Pole

 

  • Have the ability to fly or Be invisible
  • End hunger or End hatred

 

This game isn’t any different than everyday life. We are faced with choices every minute of every day. Some of these choices are small and simple, some are important and carry major consequences.


Would I rather…

  • Eat this or Eat that
  • Wear this or Wear that
  • Drive this route or Drive that route
  • Go in debt to buy a new car or Save my money and drive something older
  • Take this job that pays well but requires me to sacrifice my morals or Take that job that pays considerably less but allows me to be true to my principles


This past week an either-or situation was in the forefront of my decision making and was a part of multiple conversations.


I was faced with a situation of needing to keep a construction project moving forward or doing proposals that customers were eagerly waiting for. Not to mention all the other everyday business responsibilities of running a company.


The construction project was behind schedule due to weather delays and next week’s forecast showed the possibility of more rain. The subcontractor was behind on other projects of his own due to the weather. The sub said he could get there but was going to be shorthanded.

 

The “would you rather” question arose for me when he jokingly suggested I come on site and help. I could dust off my tool belt and go spend a couple of days swinging a hammer or I could work on the things I had already scheduled to do.


The sub was surprised when I showed up with my tool belt on.


Was it the right decision? I think so, other than being a little sore after framing for a couple of days, we moved the project forward and this was important.

 

Every day we are confronted with hundreds of these choices some big and some small. It’s easy for some of us to spend more time than we should when making decisions, we want to make the best ones. Sometimes when spending too much time trying to make the right one, we have inadvertently made the wrong one.


Little decisions shouldn’t require too much contemplation. Bigger more important ones are a different story. The important thing is to know yourself. Know what you need to make the best decision possible and have those tools in place when you make that next big decision.


One of the best toolboxes I have found for being prepared to make decisions is Andy Andrews’ book “The Traveler’s Gift. In this book Andy gives seven life principles that successful people throughout history implemented at times when they were making crucial decisions.


Would you rather…
Know how to make better decisions? or Guess at making decisions and take a chance?

 

Being Careful to Not Get Stuck in a Rut

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The Importance of Changing and Growing

There’s a saying, “A rut is a grave with both ends kicked out.”. Too often we get in a rut and don’t even realize where we are. We are plodding back and forth doing whatever it is, never looking up to see where we are or where we’re going. If we’re not careful the rut will get so deep that we’ll never get out.

On the other hand, changing things just for the sake of change, isn’t a good strategy either. Growing and changing is good if there is a plan. Starting out on a trip without a destination and a map usually doesn’t end well.  

Change can be scary; it might not work. We know our rut well and we like it. Doing it because “We’ve always done it this way.” Isn’t a very good plan for improvement. This kind of rut thinking doesn’t allow for growth and change.

Change costs time, effort and money…the question is, is the change worth it?

Things that need changed and are ignored have consequences, i.e. diapers, your car’s engine oil, furnace filters, tooth brushes and bad habits.

Change is a natural extension of growth. As our services have grown from construction at Timber Creek Construction to coaching and consulting at Solution Building there have been a lot of changes. Changing allows us to do what we do better. Early in the growth process things naturally do more changing.

An example of this kind of change is the recent changing of our Solution Building tag line and logo. We originally started out with “A Foundation for Business & Life”. This was beneath the logo which included an image of a block foundation holding up the words Solution Building. This isn’t something that was thrown together quickly. I had given it a lot of thought and was sure it was the right choice.

After being confronted three different times by people thinking we laid block foundations I decided we needed to make some changes.

After going back to the proverbial drawing board, we changed the tag line to “Helping you find solutions for building your dreams”. The logo changed from the block foundation to a detective’s magnifying glass. This seems to better explain what we do…not to mention I’m NOT getting asked to lay concrete blocks.

It’s important that your message is clear.

Another change that we are going to be implementing next week is the changing of our weekly solution schedule. Since we added the mid-week Sunday School (email) post we’ve noticed that it consistently gets more opens. This caused me to ask the why question. We have concluded that people would rather not spend their weekends reading posts (no matter how good they are 😉).

So, rather than staying stuck in the rut of Saturday and Wednesday posts, we’re going to make some schedule changes. We are going to move the Saturday post to Monday and the Wednesday post to Thursday. I’m anxious to see if this change will help the open rate grow. If not, we can always change again.

One thing that helps us serve better is feedback. Please give us any thoughts you have about day of the week preferences, construction topics or business questions in the comment section below.

What Is It About Communicating That’s Missing?

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It’s A Lost Practice That Is Getting More Lost All the Time

Communication is the imparting or exchanging of information by speaking, writing or the use of another medium. It’s common for one person to presume when communicating with someone that that person understands what they mean. When, in reality, those receiving it don’t. When we receive a message, it generates a range of things including pictures, perceptions, emotions, etc. Often these aren’t the same for both people.

I think social media messages are lowering the communication bar. The lack of punctuation and proper English in emails, texts, social media posts seem to be increasing. It can be fun to use abbreviations, symbols, slang and acronyms in these conversations. We just need to be careful that we don’t loose the ability to communicate effectively.

A poorly communicated message makes an already overwhelmed customer feel even more overwhelmed.

Communication between the contractor and customer is critical to a positive outcome for both parties. The importance of good communication is key to helping customers accomplish their dreams. It takes time and effort to prepare comprehensive proposals but it’s worth it.

An example of how words mean different things to different people is in last week’s post when I wrote about a “manufactured” home. I received a communication that it was a “modular” home, not manufactured. This is how communication should work. Thank you, Ivy.

Technically it’s both “modular” and “manufactured”.

Modular – Relating to a module. A construction system using units or sections for easy construction. A system that subdivides construction into smaller parts or modules that can be built in one location and moved. Constructed using standardized units or dimensions for flexibility and variety.

Manufactured – Making something from raw materials by hand or using machinery. The process of making something systematically. Producing a product in a large scale. Built in one location and able to be shipped to the end destination.

Both definitions describe this home and depending on who you talk to the definition is likely to be different.

Historically manufactured housing is connected to the trailer house industry. These homes aren’t attached to a permanent foundation (another one of those words that can be misleading, nothing is permanent when relating to construction). They typically have a steel frame that remains as part of the home’s construction.

Modular homes on the other hand are generally fastened to a concrete foundation and have no steel frame remaining. They are usually constructed using standard construction materials.

When communicating we need to be intentional in our choice of words. We need to be clear about our message. It’s a good idea to repeat that message multiple times in a variety of ways.

The most important part of communication is to ask questions!

When it comes to communicating, listening is twice as important as talking. Why do you think God gave us two ears and one mouth?

As the business owner or professional is it even more important that we communicate clearly. We have (or at least should have) more knowledge, experience and understanding than our client.

Communication is the number one problem between businesses and customers.

Generally, the customer is a novice and have come to us professionals for guidance and direction. This doesn’t mean that we should tell them what they want. Rather, we need to ask questions and listen to the answers. Find out what their dream is and help them accomplish that. We need to guide them through the process from the beginning to the end.

Communicating is a problem on both sides. The customer generally knows what they want but doesn’t know how to explain it or is afraid to ask questions for fear of appearing dumb. The contractor thinks they know what the customer wants but doesn’t bother to clarify and just charges ahead leaving the customer feeling disappointed, disregarded and regretting having done the project at all.

It doesn’t have to be this way. We are working on some ideas to help narrow the chasm between customers and businesses. Let us know in the comments below if you or someone you know has some specific issues regarding communication that needs solved.

The Need for A Production Coordinator

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And the Difficult Process of Finding One

This process is difficult because I’ve UN-intentionally made it this way. I’ve discussed this problem in a couple of previous posts; Delegating – The Thing I Suck at Most of All and Sharing the Shovels. I know that if I’m going to ever reach the full level of my intended purpose, I’m going to need help. I can’t do it all by myself.

If my purpose is to help more people find better solutions, then I need a team.

So, if I’m responsible for this situation, then it’s up to me to do something about it. Because I dread the process of finding help, I’ve historically taken the path of least resistance. Find someone willing to say yes and put them to work. This path seems okay in the beginning…later not so much. It’s like cutting corners in anything, the short-term gain is not worth the long-term cost.

I realized that I wouldn’t accept mediocrity in construction, so why would it be okay in building a team.

Our production schedule at Timber Creek Construction is increasing and this means the need for help is too. Working through this difficult process in my mind, I realized I needed to spend some time up front determining specifics of the position prior to filling it. When building anything it’s best to have a clear plan before the construction starts.

What is it exactly that I need this person to do? Are they going to manage, supervise or coordinate? Maybe they’ll just assist. Then there are individual construction projects or the overall production process. There are small, yet significant differences in these things. I need to be clear on what the best plan is.

After a lot of consideration, I determined that a PRODUCTION COORDINATOR is what is currently needed.

What exactly is a production coordinator you ask?

For Timber Creek Construction, a production coordinator is –

A person who will organize and oversee the production and operation of multiple construction projects in order to maintain production schedules, complete projects within budget and achieve the quality of workmanship expected.

This person will need to have these skills and abilities:

  • Sufficient construction knowledge and experience
  • Computer skills including Microsoft Office (Outlook, Word, Excel, etc.) and Microsoft OneNote
  • Written Communication
  • Verbal Communication
  • Reporting
  • Organization
  • Analyzing Information
  • Professionalism
  • Problem Solving
  • Supply Management
  • Inventory Control
  • Valid Driver’s License
  • Reliable vehicle

Compensation for this position will be based upon a percentage of projects being coordinated including some mileage when using their own vehicle. It is a self-employed independent contractor position.

Now if I can just find the right person for this position.

Timber Creek Construction is actively looking for someone to fill this position now. Currently it will be part time with flexible hours and days, potentially becoming full time.

If you or someone you know is interested in helping our customers build their dreams, contact us in the comments below.

A Missing Piece of The Puzzle

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What Ever Happened to Contractor Etiquette?

Last week I wrote about etiquette after a friend had a plumber spit tobacco juice in her sink while they were talking. The lack of professional conduct (especially in the building industry) baffles me. As I have been considering this topic it’s become apparent to me that this piece of the professional puzzle is missing and needs to be found.

Where has this important piece of the business relationship puzzle gone?

It’s easy to find, but hard to put in place. This puzzle piece is right here in each of us. The problem is the unawareness that it’s even missing. We’ve become so busy in this fast paced, need to get things done life, that we’ve become self-centered. Not necessarily in an intentional knocking people out of my way selfishness. Its more production focused rather than people focused. As I think back on situations that I’ve witness or heard of, it is apparent that this problem needs attention. Whether it’s –

  • Standing in a customer’s upholstered chair using it for a ladder
  • Leaving an electric circuit turned off over a weekend which had a customer’s freezer plugged in to it
  • Laying down after lunch and taking a nap on a customer’s couch
  • Throwing food trash in the void behind a stone veneer and leaving it or
  • Spitting tobacco juice in a sink

As professionals it is up to us to do something about this.

So, what are we going to do?

The first thing is to be aware of the problem. If we ignore it, it won’t go away, it will continue to get worse. This means that we need to hold each other accountable for our actions. As professionals, if we see something unacceptable being done, we need to call each other out with respect and in private. This isn’t about public humiliation. It’s about raising the bar. The difficult thing is my acceptable behavior and yours may be different. That’s why we need to find a reasonable standard.

Here’s a good place to start –

GOLDEN RULES FOR CONSTRUCTION CONTRACTORS

  1. If you open it, close it.
  2. If you turn it on, turn it off.
  3. If you unlock it, lock it up.
  4. If you break it, admit it.
  5. If you can’t fix it, call in someone who can.
  6. If you borrow it, return it.
  7. If you value it, take care of it.
  8. If you make a mess clean it up.
  9. If you move it, put it back.
  10. If it belongs to someone else and you want to use it, get permission.
  11. If you don’t know how to operate it, leave it alone.
  12. If it’s none of your business, stay out of it.
  13. If it will brighten someone’s day, say it.
  14. If it will tarnish someone’s reputation, keep it to yourself.

Okay…so these are the same as the Golden Rules for Living in last week’s post. If they make sense for life, they make sense for business.

In my research I came across a Construction Etiquette blog post by Stefaney Rants. She points out some specific etiquette for the contractor to the customer.

  • Return calls, send contracts in advance, sign papers in a timely manner.
  • Be on time!  If you are going to be late, call the home owner.
  • Keep the job site “clean”.  Have the crew pick up their lunch trash and water bottles.  Ask the home owner for recycling bins.  Dust will be expected, but use a plastic tarp if possible to contain the dust and/or clean some areas if it gets out of hand, like on the home owners grill for example.
  • Be aware of landscaping.  Don’t park on flower beds or other plants.
  • If something breaks, let the home owner know!  You want to keep a good reputation and the home owner will definitely tell their friends about your work.

She also lists some etiquette for the customer to the contractor. Next week we will approach this missing puzzle piece from that perspective.

Contractors – start working on your business relationships – the BAR IS BEING RAISED.

What Does It Mean to Be Successful?

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It’s Not What People Normally Think

Success, true success is anything but normal. Dave Ramsey says, “If You want to succeed, you’ve got to be weird.” It is hard to be different. Standing out and being different opens us up to criticism and ridicule. It’s much easier and safer to blend in and go with the flow. To just be normal.

God doesn’t want us to be normal. He made each of us different and unique (Psalm 139:14) and put each of us here for a specific purpose (Romans 8:28). It is up to us to search out and learn what our individual purpose is.

Discovering our true purpose is success.

Normally success is seen as fortune and fame. Even the definition of success includes, “The attainment of fame, wealth, or social status.” If we see these things as success and don’t accomplish them, we see ourselves as failures. We are only failures when we stop seeking our true purpose. So, we’ve got to hang in there.

The world’s idea of success is short sighted and selfish. It’s about what’s in it for me. God’s idea of success is different. It’s about using the skills and abilities I’ve been given to help others. Specifically, in my case, to help others build their dreams.

So, how do we figure out what our purpose is? First, ask that very question. What is my purpose? And then we ask it again and again… Asking the question is the first step to success. The question is more important than the answer. Asking this question is necessary to start. Then we can dig deeper with more questions. If we don’t ask questions we will stay stuck in the mundane routine of doing the same thing over and over hoping for a different outcome.

These questions start with the most common question asked by kids…WHY.

Why am I here?

Somewhere along the way, in an effort to be normal, we quit asking why. As children we are naturally curious. If we want to be successful, we need to get back to that childlike curiosity.

The why question is where we dig down deep to find the solid foundation that our success will be built on.

After asking why, comes what, how, when, who, where. Asking these questions is hard. Almost as hard as reading the 5Ws out of their normal order. But then we are trying to be successful, not normal. The order I have them in is more appropriate when it has to do with success. The most important thing is to be intentional about asking questions in whatever order works. Asking questions opens our mind up to new ideas.

The answers to these questions won’t magically appear once they’ve been asked. Being successful and finding our purpose is not an end unto itself. Both are a process of seeking answers and should continue as long as we’re alive. There is not some point in life when we arrive at our final destination (like retirement). Success is the process of seeking our purpose and as long as we’re breathing, we should be asking questions.

DON’T BE NORMAL – BE SUCCESSFUL!

“I Have A Dream” For A Team

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And I Want It to Be A “Dream Team”

It’s interesting how sometimes when we experience things, i.e. a word, a topic or a message, it seems that the same thing will show up multiple times, in multiple places within a short period of time. Some people would say this is just a coincidence. I believe that when this occurs it is God trying to get our attention and give us some building blocks of wisdom for building our dreams.

This past week I experienced a delivery of building blocks of wisdom.

I have been spending time thinking through the pros and cons of delegating. As I have written about before, delegating is something that I suck at. I know that if I want to reach my full potential, I need to share the load. Once again, I was trying to tell myself otherwise, but God had a delivery of blocks for me.

The first shipment came while reading Nick Vujicic’s book, Life Without Limits: Inspiration for a Ridiculously Good Life. In the book he was talking about the importance of needing help and how we can all build a “Dream Team”. This immediately took me back to the 1992 US men’s Olympic basket ball team.

I connected it to delegating and the business team that I need to build. My very own “dream team”. A team of talented superstars that share my vision for the future of the company. Finding the right players is critical to building the dream.

The next load came during Michael Hyatt’s podcast, “Leadership Lessons from Martin Luther King Jr.”. Once again dreaming and leading with a vision surfaced as they spoke about his famous “I Have a Dream Speech”. King had a vision for the future, and he took action toward making that dream a reality.

Then a third and fourth load both came on different days but through the same delivery service. The Bible App on my computer delivers a Scripture of the Day, every day. On Wednesday it was Ecclesiastes 4:9, “Two people are better than one, because they get more done by working together.” Today’s Scripture was Galatians 6:2, “By helping each other with your troubles, you truly obey the law of Christ.” These sound a lot like building a team don’t they.

Too often we lose sight of our dreams and give up on them. We fall into a routine of just good enough and give up on our dreams. We should never be satisfied with mediocrity. It takes hard work and time to build a dream. If we are going to be all that God intends for us to be, we must keep pushing forward, even when we don’t feel like it. This is another benefit of a team.

There was a point in my life where I became worn down and gave up on the dreams I had when I was younger, and they were some pretty big ones. Sometimes when we ignore the building blocks God’s is delivering, He will resort to more drastic measures to make sure we get His message.

We can choose to continue working on building our dreams or not. It is up to us.

After having these blocks delivered, I decided to move forward building the “dream team” and this week added a new superstar. I’m excited to have Cathleen join the team and am looking forward to her help building a dream business.

Because I have a DREAM TEAM DREAM!

The Cost of Change Can Be More Than Time and Money

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It Can Be Reputation and Loyalty, and To Me These Are More Important

Change happens for all kinds of reasons, some needed, some not. Some people love change, it excites them. These people are the ones pushing the envelope and coming up with new ways of doing things. Others on the opposite side never want to change anything. It’s scary to change. What if it doesn’t work? It’s warm and comfortable a lot like being in the bottom of a rut. It’s been said that a rut is just a grave with both ends kicked out.

So, which of these positions should a business take?

I think it depends on the situation, the people or person and the reason(s). As is the case most times, the right answer is somewhere in the middle.

Let me preface this next portion with the fact that I have been a longtime supporter and user of Pella products, for more than 30 years. I have enthusiastically advocated and installed their products throughout that time.

I AM NOW RETHINKING THIS. I was informed yesterday of some product changes that have been implemented at Pella and one of those changes may just be the straw that will break this camel’s back.

Pella has always been ahead of the curve when it comes to innovation. (A part of what gained my admiration and loyalty.) One of these innovations is…was…one of my favorite products. Double or single hung windows with blinds or shades behind a removable pane of glass has been discontinued. This would have been the window I would have recommended above all others, short of some specific design parameters. This is the very window that I planned to put in my home in the next few years. I never imagined that this window would not be available.

I don’t profess to be a Pella historical authority, but I do remember some things that happened in the late 1990’s or early 2000’s. This is not about specific times or details, but about a decided trajectory that began and seems to be continuing.

Prior to that point customers would talk about the exceptional quality of Pella windows. The first straw was the question that I began getting about the ProLine Series “builder’s” windows. People wondered why Pella was making a lower quality builder’s window. It seemed to be counter to what Pella stood for. I assured them the quality was as good as ever, there were just less options and fixed sizes in this series.

The next straw came with the introduction of vinyl windows. More questions about what was going on. Why is Pella selling “cheap vinyl windows”? I would tell people that it was just a way to give the public more options. It was a way of helping more people and Pella quality was still available in the wood windows.

Then the next straw came. It was when there began to be problems with the bottom sash of the ProLine casement windows rotting. I continued to defend them. This was a fluke…just some bad sealant on one select style in one series. The straws continued to come, and I continued to defend Pella and my supplier. The service and support were great. We would do what was needed to help them through this freak incident.

Now, full circle back to yesterday’s straw. I can’t say why Pella made this change to no longer offer shades between the glass in hung windows. I assume it was monetary as I presume all these decisions were. I don’t have any of Pella’s internal decision-making criteria, but they are a company that needs and deserves to make a profit.

What Pella needs to remember is that dollars are certificates of appreciation and consider that my appreciation may go somewhere else.

I’m sure that as big a company as Pella is that they won’t even notice when I’m gone. What they may notice is the size of the snowball when more and more contractors and customers do the same.

These types of changes have become too common place over the last 20 – 30 years. Too many times companies have chosen to sell more for less rather than seeking to provide high quality at a high price. There’s nothing wrong with buying inexpensive projects for less. It’s about deciding who you want to be and who you want to serve.

Pella’s decisions are theirs just as my decisions are mine.