July 2011 Practice Group Presentation


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July 2011 Practice Group Presentation

  1. 1. Welcome to the Product Representation Practice Group<br />1<br />Facilitated by<br />Alana Sunness Griffith, FCSI, CCPR<br />
  2. 2. Product Rep Abuse – The Growing Misuse of Product Reps by Architects <br />2<br />
  3. 3. The Growing Misuse of Product Reps by Architects … at least from our viewpoint!<br />3<br />
  4. 4. Did we create our own “monster” by always being ready to respond?<br />4<br />
  5. 5. EXAMPLES<br />5<br />
  6. 6. 6<br />REPS - <br /> Have you experienced elation when design professionals call, need your services desperately and you drop everything to respond immediately? <br />  <br />
  7. 7. 7<br />“Remember there are 14,000 building product manufacturers and 60 to 100 architectural sections and 200 or so products in each project. Be available when architects need you.”<br />Architects say …..<br />
  8. 8. 8<br />SOLUTION:Architects say …<br />“Two hours notice for a meeting you are expected to attend is … inconsiderate and unrealistic on the designer's part. If you cannot make the meeting in person, suggest attending by speaker phone or video link.”<br />
  9. 9. 9<br />SOLUTION:<br />ASK:<br />How soon do THEY actually need this information - because it may not be “immediately”.<br />Can you set up a teleconference in the near future with more participants that can answer all the questions?<br />Have you given everything at no cost in the past? Are they willing to pay for “air freight” for materials to meet an immediate need?<br />
  10. 10. 10<br />REPS - <br />Have you delivered <br />$$$$<br /> worth of samples <br />at your own/your company’s <br />expense <br />to find they have been lost, left behind at meetings, or been discarded?<br />
  11. 11. 11<br />Architects say …<br />“We don’t have enough space to store all the manufacturer’s samples!” <br />
  12. 12. 12<br />“The designer called and asked for 3 material samples for sample boards shipping to the client, noting it was for a project I’d never get a chance to bid on because it was in the U.A.E.”<br />Reps War Stories …<br />
  13. 13. 13<br />Possible solutions <br />Establish the value for your samples or catalogs. Don’t ask, “so how many sets would you like me to leave for you?” <br />Ask, “How long would you like to keep the sample. These are on loan to your office.”<br />Label samples with approximate values (for inventory purposes).<br />Let them know you can’t supply samples for projects when you can’t supply materials.<br />
  14. 14. 14<br />REPS – <br /> Have you experienced frustration when you call on them the next day to follow up and are told they are too busy to talk to you? <br />  <br />
  15. 15. 15<br />“My office has been reduced in half and I have triple the work load. Sometimes I don’t have time to return calls during 9-5 regular work hours or visit with you when you drop in.” <br />Architects say…<br />
  16. 16. 16<br />“Bad product reps call you and leave a voicemail, then email you ten minutes later to see if you got the message, then show up unannounced at your office to see you two hours later (and yes, this actually happened to me recently).” <br />Architects say…<br />
  17. 17. 17<br />You may not be working with the team leader and they have no answers<br />They may be fishing for solutions and your product was just one of many they were considering<br />Money was an object … they just didn’t know it<br />More??<br />Understand the conditions:<br />
  18. 18. 18<br />Architects don’t operate like sales reps ….<br />Sometimes they go out of town and may not be as eager as we are to return calls<br />Working different hours that manufacturers or sales reps – later in day<br />Not necessarily “Type A” personalities or extroverts<br />
  19. 19. SOLUTIONS<br />Share your ideas on methods to balance the scale.<br />19<br />
  20. 20. CSI Practice Group events at <br />CONSTRUCT2011& The CSI Annual Convention<br />McCormick Place Lakeside Center, Chicago, IL<br /> <br />Thursday, September 15<br /> <br />CSI Practice Group Education Session<br />The Future of Specifications<br />4-5pm<br />Room E258<br />Registration required for education credits.<br />Register at www.constructshow.com<br /> <br />CSI Practice Groups Reception <br />5-6:30pm<br />Room E353b<br />20<br />
  21. 21. Want face-to-face training?<br />SAVE THE DATE<br />CSI PRODUCT REPRESENTATIVE ACADEMY<br />March 1-3, 2012<br />San Diego, CA<br />21<br />
  22. 22. Thank you!<br />Do you have suggestions for topics of discussion for future Product Representative Practice Groups?<br />Please share your ideas with <br /> Alana Sunness Griffith at <br /> alana@empirehouse.com<br /> Or Joy Davis at <br /> jdavis@csinet.org<br />Or Jessica Norris<br />jnorris@csinet.org<br />22<br />
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