Protecting Your Business from AI Chatbot Errors
Operational efficiency and customer satisfaction are top priorities for organizations, and many are turning to artificial intelligence (AI) chatbots to support these goals. AI chatbots can perform a range of tasks, including handling customer service inquiries and troubleshooting technical issues, while delivering key benefits such as speed, scalability, and around-the-clock availability. In addition, AI chatbots […]
FIRING LINE: Cost Unconscious
“How Do You Make a Small Fortune? Start With a Big One and Develop Your Special-Order Business.” Like many dealers, a significant part of our sales volume came from special orders. To me, special orders are a huge component of what the lumber and building materials business is all about: adding indispensable value to customers. […]
Safeguarding Businesses From Tech Support and Internal Help Desk Scams
Cybercriminals employ various techniques to infiltrate networks and steal sensitive data. Technical support scams, where fraudsters pose as major tech vendors, and IT-help desk scams, where malicious actors impersonate internal IT staff, are two mechanisms they use to achieve their objectives. Small and midsize firms with limited IT oversight and resources often make for attractive […]
FIRING LINE: The Line Between “Invaluable” and “Irritating.” How a Simple Call Could’ve Saved the Day—and the Relationship
In today’s competitive world of servicing residential and commercial contractors, we constantly stress the importance of being efficient, responsive, and invaluable. But can you take it “too far?” Back when I was SVP of sales for a large regional independent dealer, we had 45 residential and 3 commercial outside salespeople. Our sales management team worked […]
Rising Star: Chris Stevenson
Location: Gloucester, Mass.Position: Operations Manager • Building Center How did you begin your career in the LBM industry? I started my career in the LBM industry doing construction with my father. After a few years, I took a position in the yard with Building Center. Over the past 13 years, I’ve worked my way up, […]
Mental Health in the Lumber Industry: The Tough Conversation We Can’t Afford to Ignore
In an industry built on tough, physically taxing work, it doesn’t always come naturally to talk about mental health. For too long, the lumber industry has perpetuated a “tough it out” mindset built around getting the job done and pushing forward. But there is a shift happening. Lumber dealers and operators recognize that to retain […]
Lumberyard 2.0: How Data and AI Are Helping Lumberyards Grow Sales
Lumberyards are at a pivotal moment. As competition intensifies and margins tighten, the most successful operators are turning to sales technology to better understand their business, improve customer relationships, and drive growth. The days of relying solely on gut instinct are over. Data-driven insights are key to staying ahead. Understand What You’re Selling and to […]
More Than Pretty Sticks of Wood: The Timeless Role of Moulding in Design
When people ask what I do for a living, I often say with a grin, “I sell pretty sticks of wood.” It’s a lighthearted reply that usually gets a laugh—but behind that smile lies more than three decades of experience in the building products industry and a deep appreciation for what moulding truly represents. Yes, […]
FIRING LINE: How LBM Salespeople Can Improve Communication with External & Internal Customers
Superior communication is one of the most valuable—and often underrated—tools an LBM salesperson has to work with. Whether you’re working with long-time customers, new customers, or your own colleagues in other departments … Clear and effective communication can be the difference between being a mediocre supplier and a trusted partner. Here’s the reality: the typical […]
FIRING LINE: What Makes a Great Sales Manager at an Independent Lumberyard
“Turning High Demand, Tight Margins, and Contractor Expectations Into Sales Leadership Success” As LBM dealers, the sales manager is the lynchpin between operations, outside sales, and customers—especially contractors. In an industry where product availability, pricing volatility, and service speed can make or break a sale, great sales managers do far more than push paperwork or […]