Scott’s Thoughts: Weight Loss Accountability

Remember that in setting goals, it’s easier to segment it into smaller pieces, then to think you can accomplish a large goal all at once.Then add the accountability to make sure you’re achieving your goals.

Meet Phil, Our Newest Dealer Rep

Phil Carselowey is the new dealer rep in the Midwest – Kentucky, Ohio, Indiana, Illinois, Missouri, Michigan and Wisconsin.

Officially Hello!

Jacque introduced me a couple of posts ago, but thought I’d officially tell everyone hello before I dive in to new things for you. I’ve been here since April 2, along with 3 other new employees! I’ll be introducing them soon.

I have a strong design background, love being creative and hope to find ideas to help in your business and pass those along.

I am a Wildcat at heart – go K-State! In the future, I’ll share some pictures as I get the cubicle decorated. I’m sharing with a Jayhawk right now, which is quite the challenge. Red does NOT rub off on Purple!

Are there some specific questions you want answered either here or in the newsletter? What topics do you want to see?

Leave a comment or email me: jana [at] blirentals.com.

Until ‘Hello’ Again

“A goodbye isn’t painful unless you’re never going to say hello again.”  –Unknown

Today is my last day as BLI’s Communications Coordinator.

I’m happy to announce that I’m getting married next weekend. God has truly blessed me with an amazing man to be my husband, and we are very excited to begin our life together.  However, beginning our life together means I will move to Kansas City, Mo. — and that means I can no longer work for BLI.

I have had a wonderful two-and-a-half years at BLI. My coworkers have become family, and dealers (some I haven’t even met) have become great friends. Working with and serving these people has been a pleasure. It will be hard to not be here every day.

I heard a quote that has been attributed both to the movie “Annie” and “Winnie the Pooh”: “How lucky I am to have something that makes saying goodbye so hard.” And that’s the truth. I have been blessed.

Thank you all for the part you’ve played in my life, and I hope to see you all again — in this life or the next.

“I thank my God in all my remembrance of you, always in every prayer of mine for you all making my prayer with joy, because of your partnership in the gospel from the first day until now. And I am sure of this, that He who began a good work in you will bring it to completion at the day of Jesus Christ.” –Philippians 1:3-6

Scott’s Thoughts: Confidence vs. Arrogance

What is the difference between showing confidence in your abilities/products and boasting about them? How do you define that line?

Welcome Jana to the Blog

As we mentioned on the blog and in the April newsletter, we have added several new employees to the BLI Team over the last couple months. All are valuable new members to our team, and we hope to help you get to know each of them as time goes on.

The new communications coordinator, Jana Neufeld, has been here for more than three weeks. She has gotten a great start learning about BLI and jumping right in on projects. She is a great asset to BLI. She will soon become one of BLI’s main bloggers.

Here are some fun facts about Jana to help you get to know her!

Hometown: Ulysses, Kan.

Education: studied advertising at Kansas State University

Pets: a cat, Molly

Favorite color: purple

Favorite sports team: KSU — especially football

Favorite cereal: more into granola bars

Three random facts: “I like NASCAR; I’m a Mac Geek; I have an obsession with cookbooks.”

Her favorite thing about BLI so far: Terry’s Good Friday devotion

Please give Jana a warm welcome to the BLI Team — and the blog!

Scott’s Thoughts: Don’t Make My Mistake

Have you ever dominated a conversation with features and information? Been a bad listener? How can you make an effort to listen more and meet the needs of your customers?

The Power of Good Service

In “Where Do Our Former Customers Go?“, an article from the Association of Progressive Rental Organizations, author Jay Roberts decided to find out why customers who did business with him last year aren’t doing business with him this year.

His research returned these results:

• 1% passed away
• 3% moved away
• 5% have established a relationship with a competitor based on the recommendation of a friend
• 9% prefer the competition
• 14% had one negative interaction with a representative of our store
• 68% left because of indifference, rudeness or lack of service

Roberts wrote, “Eighty-two percent of the people that are not doing business with us today is a direct result of what we said or did or their perception of what we said or did. It means that four out of five previous customers would still be with us had we taken care of them when we had them.”

While these results are likely specific to the Rent-to-Own industry, they are probably similar in most industries. Regardless, the principle is the same.

Based on these results, it seems the brand of product and the price fall secondary to good service. In an industry like ours where the competitor is next door, across the street or just down the road, it’s easy to fall into the trap of promoting your buildings and products as the cheapest. As we “race to the bottom” to make the cheapest building, we can lose sight of providing outstanding service — not to mention other aspects, like product quality.

But look at how big of a mistake that is when customers greatly value how you treat them and how you make them feel! It takes a good amount of time, effort and money to gain a new customer. It’s not worth it to let all that go with one poor customer service moment.

Evaluate your standard of service. How are you doing? And how can you do better?

New Faces at BLI

Ashley Foraker started as COO Brian Haag’s administrative assistant in March and has been a great asset to the team.

In our August newsletter, we introduced Angey Cox as Brian’s assistant, and many of our dealers met her at the Open House events in May and January. At the time, Angey had just moved to the area from Arkansas. In February, Angey’s husband, Jon, took another job, and their family returned to their hometown in Arkansas. Angey will be missed!

Ashley has stepped right in and started learning about BLI and training to take over some projects for Brian. She helps Brian however is needed and collaborates extensively with all BLI departments.

MEET ASHLEY
Ashley is from Horton, Kan., and came to Emporia, Kan., to study at Emporia State.

After graduating, she worked at Well Life in Kansas City, Mo. During that time, she commuted to Kansas City from Emporia. Ashley took the position at BLI so she could spend less time commuting and more time with her husband, Pat; son, Brayden; and daughter, AshLynn.

“When the position as Brian’s administrative assistant came available, I jumped at the chance to be part of the BLI team,” Ashley said. “They have helped me feel at home in such a short amount of time.”

The BLI team has enjoyed getting to know Ashley.

“Ashley is transitioning to our team very well,” Brian said. “She is quickly becoming tremendous help for me, and I appreciate the strengths she brings to BLI.”

MORE HIRES
In addition to Ashley, there are other new faces at BLI.

Roxanne Desmarteau joined the lease processing team in February, and Miles Shirk started this month. This should help us provide a higher level of service to you.

Three others have started at BLI this month as well.

Carol Simmons works in accounting. Phil Carselowey has become BLI’s fourth full-time dealer rep. Jana Neufeld is BLI’s new communications coordinator and will step in completely after I get married and move in May.

Stay posted, and we’ll share more about these new folks in the future! Please welcome them to our team!

Scott’s Thoughts: A New Product Type

How can a new product type — like decks — bring more traffic to your lot and improve sales?