Replies

1. 
   Jason_DD_ | Aug 12, 2001 01:26am | #1

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   You may consider looking at a book called "The Art of Innovation" by Tom Kelley. Kelley is the gm of Ideo (www.ideo.com), a high-end industrial/mechanical/manufacturing design firm. Ideo has pioneered lots of "innovative" products. I haven't actually read the book, but heard an interview with Kelley about it on the radio.

   Also, imho, for "innovation" examples, I recommend reading the posts responding to the threads by Ed. Williams/GACC in the "construction techniques" section. As Mr. Williams has a wealth of experience, when he has a question, you know it will be a tricky one.

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   Sonny_Lykos | Aug 12, 2001 01:53am | #2

   *Thanks, Jason. Jerry Hayes suggested that book also. It's time to get a copy.

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   Ron_Teti | Aug 12, 2001 03:44am | #3

   *Sonny how do you find all these interesting sites. everyone that i go to seems to have nothing but boobs and buns :).

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   Sonny_Lykos | Aug 12, 2001 04:07am | #4

   *Ron, I'm really a dirty old man. Lets exchange sites. (-:

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   Sonny_Lykos | Aug 12, 2001 04:58am | #5

   *Really Ron, I find some on my own, some from free business site email newsletters (they recommend articles from the email), and some from contractors here who have similar interests as I. For example, I have an obsession for CRM and Marketing, those two, in my opinion, done exceptionally well are actually more important that having everything "perfect" trades wise on projects. I read an article, no a chapter, in one of my books several months ago where the author explained in detail the importance of service people and product makers in realizing when "good enough" is just that, good enough - to a very large segment of the buying public who feel it, what ever "it" is, is good enough. Especially when "good enough" is "married" to exceptional CRM, which I consider to be "married" to Marketing.As I'd admitted several times on these forums, I do not consider myself to be a true professional painter, trim or framing carpenter, or expert in any of our trades. However, having done work, major and small projects on $30,000 dumps (years ago) and multi-million dollar homes, where the clients thought I was the cats meow.Oh, the joints looked great as did the painting, but I think it was the CRM, or rather the relationship that is now the latest term as CRM, that continued to allow me/us (with my sons) to always be in a positon whereas we always had many weeks to many months of work lined up and at our prices.Still, being one of those who constantly looks for ways to improve and learn how to further offer added "value" to our clients my search is perpetual. Especially if that added value costs us a buck but is "perceived" by the client as being valued at five bucks, that allows us to increase that minimal overhead increase (plus) simply because it's cost to the client is nothing compared to what they receive for it.The key is to use that CRM idea, concept, addition or whatever, as an additional profit center. By that I mean, if it, what ever "it" is, costs us 1/8 of one percent, than increasing our overhead my 1/2 of one percent just gave us a 400% markup on that additonal service being provided.Funny how, since I learned last year that auto dealers markup their parts 400% it stuck in my head. Such a high markup yet they still have raving fans. That realization bolstered me by reading "The Experience Economy" earlier this year, or late last year.As one of our gurus stated in one of our trade mags, the consumer is getting one hell of a deal every time they hire a contractor. He's right. Considering exactly what we do, the conditions we do it in, the tremendous potential liabilities we accept, we should be receiving no less than 20% net. How to we get it? IMHO, it's thru exceptional CRM and Marketing, and of course, employees selected very carefully and when hired, treated like trusted family members and given the authorization and responsibility to do what ever is needed, and ongoing training. Bet you never expected such a dissertation as an answer to such an innocent question.

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   Ron_Teti | Aug 12, 2001 04:00pm | #6

   *Sonny No I didnt. But unlike other post that go on forever I actually read yours thoroughly and enjoyed. i always enjoy and thik aout ways of improving quality and customer satisfaction. Both as a consumer and a provider of services. Thanks for your great post.

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   Sonny_Lykos | Aug 13, 2001 03:52am | #7

   *Ron, I have another site for you to peruse, and the two books on the link pages below. Peter Bush and I have long agreed (possibly others may as well) that contractors (like any other business) should design their business so that the business "systems" eminate, or are born from the desires and values of the customer. Sort of like an inverted pyramid, with the point at the bottom being the customer and the rest of the pyramid being the business as it expands to service to customer.I intend to buy both books. Just one idea from one book is worth multiples of their costs in terms of increased margins.http://www.meansbusiness.com/summary_p.asp?FID=C1A2D6F0EF4611D393E2CFEC890FD833#tophttp://www.meansbusiness.com/summary_p.asp?FID=97C4CE88DCAA4C6A9E919FFED66DE769

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   Sonny_Lykos | Aug 13, 2001 03:52am | #8

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   Some nice takes on "Here's an idea." Incredible, considering from where some of them emanate.

   http://www.fastcompany.com/online/33/one.html