That is consumer power. In the digital world we can find out a lot about companies quickly. But our power as consumers goes far beyond that.

In the “old” days, if a company didn’t provide good products or services…including customer service…we could warn our small circle of friends and family members. Times have changed. Now we can warn the whole world wide web (approximately 220,100,000 people in the U.S. based on the latest data from Nielson Online.)

Now THAT is consumer power!

Because other consumers warned me in their reviews, I have avoided some less-than-stellar companies that I was considering doing business with. For those companies, the web is becoming an increasingly hostile place. So be it. On the other hand, I’ve found GREAT companies on the web because of consumer praise.

Here’s how our consumer power works:

As a consumer, I have the power to tell you (and the whole world wide web) that when you need to upgrade your computer memory, you should go to http://www.datamem.com. You see, I read several reviews about the company by a few customers who had problems with their order. But each person highly recommended the company for outstanding customer service in resolving the problem. So I ordered a stick of memory from them…and had a problem with my very first order. The memory chip that I ordered arrived promptly, but didn’t work when I put it in my computer. I called the customer support number, and the man who answered asked me a few questions. He said, “Oh, you have a Dell. They don’t use a standard chip configuration on their memory. I’ll over-night an 8-chip memory stick to you. When you get it, just return the one we sent you. I’ll send you a postage paid envelope.”

There is no doubt in my mind that Data Memory Systems lost money on my first order. But I ordered several times again without a problem, and I’m willing to tell the whole world wide web how great their customer service. They understand that customer service isn’t an expense but an investment. They understand the value of word-of-mouth…and word-of-mouse. They “get” customer service!

On the other hand, here’s a case study of a company that, in my opinion, doesn’t “get” customer service:

You see, my reasonably good mobile broadband connection with Cellular South became extremely slow and unreliable about two weeks ago. During a call to them, they explained that there was a system-wide problem. I was understanding. Stuff happens.

But two weeks weeks later and two trips back to the Brookhaven store, I was told that before escalating my connection issue they would have to eliminate my in-warranty USB modem as the culprit.

They explained that even though the modem they sold me was under warranty, there would be a $15 processing fee to exchange it for a new one. No, they could not waive the fee. I asked to speak to a manager.

A Mr. Stuart Wood approached me. I pulled out my digital voice recorder and explained that I was recording our conversation to make sure that I understood correctly. He told me that no, he couldn’t waive the $15 fee, but because the modem was under warranty, I could mail it in and have a replacement mailed back at no charge. “So I have to wait for the mail,” I asked. “Yes, sir,” Mr. Wood said cordially.

Now, Mr. Wood was friendly and professional. He was just following store policy. When I told him that I would put this information on the Internet, he said lightly, “Ok.”

I left the store feeling like Cellular South just doesn’t “get” customer service. And that Mr. Wood apparently doesn’t “get” that one single consumer like me has the power to express their opinion to the whole world wide web.

———-

Author Don Stevenson implements Internet Marketing strategies for Central City Millworks, and has helped get articles like this one on page one of Google for dozens of search words and phrases. To ensure a high level of customer service, he set up Google Alerts for owner Hal Collums in order to alert him via email anytime anyone on the web writes the phrases “Hal Collums” or “Central City Millworks.” Feedback from CCM customers is posted to theTestimonals page as they are submitted.

CCM installed New Orleans shutters

In New Orleans shutters have long been a familiar sight on windows, and that will continue for as long as New Orleans and hurricanes exist…however, the opportunity to opt-in to the Individual Mitigation Measures reimbursement program that could cover the cost of adding storm shutters and other covered safety measures will not exist past March 10, 2010.

Over 100,000 applicants for the “Road Home” program should have received a letter near the end of 2009 from the Louisiana Recovery Authority (LRA) that offered them an opportunity to receive up to $7,500 in reimbursement for added safety measures such as strengthened doors, roof tie-downs, elevated air conditioning and heating units, anchored fuel tanks, and storm shutters.

While applicants of the Road Home program may qualify for the program, it is not financed by Road Home. This small-scale mitigation initiative is financed by a FEMA program called the Hazard Mitigation Grant Program.

In addition to that program, applicant homeowners also have an opportunity to sign up for another mitigation program financed by the same FEMA grant that pays up to $100,000 to reimburse for the costs of elevating their homes.

The LRA advises that if an applicant has already completed the work, he or she must present receipts in order to be eligible for reimbursement.

Any questions about the small-scale mitigation program can be directed to the mitigation hotline at 877.824.8312.

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This rabbit allows for fasteners to be applied into the concealed part of the stile/rail that is covered by the applied molding.  This additional ½” x ½” can be added to the outside edges of the raised panel and be fastened in the same manner as shown below:

I recommend using a cdx plywood substrate so that there are no troubles when nailing, and this will afford you the opportunity to implement a construction adhesive on the rear of the panels.  Lay out and install all of the stiles and rails, then take the measurements for the raised paneling. You will have to rabbit out the underside of the rails to get tight joinery, but this can easily be done on a sliding miter saw with a depth set.  Once the stiles, rails, and panels are installed, simply use a 23g pin pneumatic nail gun to install the applied molding and your done.

Door 101

Left Hand Door

• Hinges on the left
• Key Side on the right
• Push door away from you to open

Right Hand Door

• Hinges on the right
• Key Side on the left
• Push door away from you to open

Left Hand Reverse

• Hinges on the left
• Key Side on the right
• Pull door toward you to open

Right Hand Reverse

• Hinges on the right
• Key Side on the left
• Pull door toward you to open

Door 201

Double Doors, Right Hand Active

• Left door is fixed
• Right door is the active leaf
• Hinges on the right side of the right hand door
• Key Side is on the left side of the right hand door
• Push right hand door away from you to open

Double Doors, Left Hand Active

• Right door is fixed
• Left door is the active leaf
• Hinges on the left side of the left hand door
• Key Side is on the right side of the left hand door
• Push left hand door away from you to open

Double Doors, Right Hand Reverse Active

• Left door is fixed
• Right door is the active leaf
• Hinges on the right side of the right hand door
• Key side is on the left side of the right hand door
• Pull right hand door toward you to open

Double Doors, Left Hand Reverse Action

• Right door is fixed
• Left door is the active leaf
• Hinges on the left side of the left hand door
• Key Side is on the right side of the left hand door
• Pull left hand door toward you to open

Plate

1. Not safety rated
2. Comes in varies sizes, standard is 1/8” thick on up.
3. Most common

An exampled of installed tempered glass

Tempered

1. Safety rated
2. Comes in varies sizes, standard is 1/8” think on up.
3. Tempered process means it has been heated up to 1300 or 1400 degrees then gradually cooled down to adjust the stress level.
4. Lead time for tempered increases by a couple of weeks, glass made to size, not meant to be recut.
5. Typically put in doors or windows.  New codes say 18” from ground and 18” from exterior doors.
6. Typically in side windows in cars
7. When it breaks it shatters, therefore less likely to cause severe injury
8. Best in horizontal applications

Laminated

1. Safety rated
2. Standard sizes are ¼ and 3/8.
3. Two pieces of plate glass bonded together
4. Weaker than tempered glass
5. Blocks UV light
6. Sound blocking properties
7. Difficult to break thru, when it is shattered it stays together
8. Not best in horizontal applications
9. Typically in car windshields

Thank you Standard Glass for the great information on windows.

When trim moulding (or molding) is ordered from a mill shop (and from some lumber companies), the customer can select either “standing” or “running” trim. There has always been confusion regarding the meaning of these terms in describing trim moulding, even in the construction business.  Many people think that running trim is any horizontal pieces, like crown moulding or baseboard.  And that standing trim is door casing, window casing or anything else that runs vertically.  When I did a simple Google search for a definition, it appears the misunderstanding is being perpetuated now on the internet.

Standing and running trim - The correct definition from CCM

Standing trim (moulding), is properly defined as pieces of trim moulding of specified lengths delivered to the job site.  Meaning that the builder had determined the exact sizes they need beforehand and placed an order that will minimize cutting and waste.  This commonly would be doorjambs, casings, window aprons, and any pre-machined trim as window stool, handrails, etc.  As standing trim is custom milled for lengths, prepare to pay a small premium for standing trim mouldings.  As standing trim eliminates job site waste, usually the small premium is offset by the savings in waste and certainly our landfills benefit from its use.

Running trim (moulding), is properly defined as pieces of  trim moulding of random lengths delivered to the job site. This commonly would be longer lengths up to 16 linear foot often used for baseboard, chair rail, crown mouldings, etc. Running trim moulding is the most economical way to purchase moulding. If you are installing a lot of moulding, a good carpenter can calculate and cut running trim to eliminate the need to purchase standing trim.

Please note that it is always best to try to order running trim in lengths that will work best for you. For example, a highly machined trim such as large crown should be ordered as intelligently as possible to eliminate unnecessary joints in the finished product. Please contact Central City Millworks with any questions with your trim moulding needs and our experts will help you decide the best combination of trim to order for your building needs.

Inspector Blondie approves of the beautiful new heart pine shipment

Last week a new shipment of heart pine arrived from Maryland. This gorgeous reclaimed heart pine was originally cut in the early 1900’s from old growth pine forests in Louisiana, Mississippi and Alabama and then used to build manufacturing plants in the New England area.

Many of these old plants have been dismantled for salvage, and that’s how this old heart pine got shipped back home. At both Hal Collums Construction and Central City Millworks we use it to make cabinetry and flooring. ]]> http://www.centralcitymillworks.com/new-shipment-of-reclaimed-heart-pine-arrives/feed/ 0 http://www.centralcitymillworks.com/hccccm-selected-by-new-orleans-citybusiness-as-best-place-to-work-2009/ http://www.centralcitymillworks.com/hccccm-selected-by-new-orleans-citybusiness-as-best-place-to-work-2009/#comments Wed, 11 Nov 2009 18:25:05 +0000 Nairne http://www.centralcitymillworks.com/blog/?p=207

CCM selected best place to work in New Orleans 2009

With the World War II Museum, Wilson Elementary, and Port Sulphur Government projects in progress our business life was hectic and the email was forgotten.

Then months later, I received a voicemail saying “we had been nominated for…”. The cheery voice (Autumn Giusti) on the phone then explained that we had actually won! To be acknowledged by CityBusiness, and show the City of New Orleans what we are made of, was a proud moment for me.

New Orleans CityBusiness picks Hal Collums Construction as Best Place to Work in 2009