Doug ’s Take on Things –
 As
we get heavily into decking season, many of you have already
become aware of new EPA regulations that went into effect
on January 1st of this year. Because of concerns about arsenic
used in the treatment process of CCA lumber, the EPA has ordered
the industry to convert from chromated copper arsenate (CCA)
to an alternate treatment. Kuiken Brothers, in compliance
with this mandate, is now selling lumber treated with alkaline
copper quaternary (ACQ). The brand we are selling is NatureWood
by Osmose®. This new process uses substantially more
copper content than CCA treated lumber — up to 96%in
some cases. With this new treatment process, unfortunately,
we must also incur greater costs. To keep costs in check,
treatment levels vary depending on the amount of protection
needed. Naturally, foundation lumber needs greater protection,
so you can expect to pay more for it than other dimensions
of ACQ treated lumber. Be sure to check the end tags of the
lumber for more information on chemical retention levels.
With this new chemical treatment for lumber also comes the
need for new hangers and fasteners. Because of the corrosive
nature of the copper content, only hot dipped galvanized,
stainless steel, or copper fasteners and hangers may be used.
Direct contact with aluminum, such as flashing or siding,
is not recommended. Care must also be taken to use copper
flashing when directly exposed to the decking material.
Because we want you to be successful, we urge you to pay
close attention to these details when using ACQ treated lumber.
Failure to use proper fasteners, hangers and flashing could
result in expensive call-backs in the future. If you have
any further questions on the use or properties of ACQ treated
lumber, talk to a Kuiken Brothers sales person.
Sincerely,
Doug Kuiken
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Kuiken Brothers Featured in Andersen Viewpoint Newsletter
New Jersey Dealership Dramatically Expands Service
Capabilities with Andersen® DSN Program
 It
has always been about customers at Kuiken Brothers Company.
Since opening in 1912, the northeastern New Jersey lumber,
hardware and building materials supplier developed a solid
customer base and consistent business growth by offering thorough,
individualized service
With the help of the Andersen® Dealer Service Network
(DSN) program, Kuiken Brothers Company has brought customer
service to a new level —and a new area of the business:
assisting customers after the sale.
In 1997, Kuiken Brothers participated in a pilot of the Andersen
DSN program —a perfect opportunity for this historically
customer-centric operation to see its benefits. Since then,
the DSN program has helped Kuiken Brothers solidify relationships
with existing customers and win new business.
Immediate Results
“The DSN was a good fit for us from the start,”
said Doug Kuiken, president of Kuiken Brothers. “Our
customer service immediately got better, and it wasn ’t
long before our after-sale service reputation started bringing
in new customers and increased revenue.” “We now
have the inventory, the expertise and a dedicated service
staff, ” Kuiken said. “That ’s a tough combination
to beat, which is probably why we’ve become the premiere
Andersen dealer in the North Jersey market.
”Kuiken says the program’s single-greatest advantage
is that window and door customers now see Kuiken Brothers
as more than a materials supplier.
“Issues come up both with trade customers and homeowners,
and the DSN allows us to assist them with different suites
of services, ” Kuiken said. “It ’s a great
way to generate new sales opportunities and get the Kuiken
name in front of customers more often.”
 It
All Starts With Training
During the last seven years, Kuiken Brothers has sent four
staff members to the Andersen Bayport facility for extensive
hands-on service instruction. An additional service technician
was trained in 2004 to help meet Kuiken Brothers’ expanding
customer base. The company now has two service trucks on the
road at all times. “Our service technicians are skilled
craftsmen who can quickly resolve window and door issues,”
Kuiken said. “They represent our products and our company
well.”
“The DSN offers all the support these technicians need
to do their jobs, including a technical hotline, express product
delivery and a resource library, ” Kuiken added. “Andersen
also reimburses us for some of our labor, which helps our
margins.”
Results Where It Counts
Kuiken Brothers has begun to see measurable increases in its
Andersen® window and patio door business. For example,
the company achieved double-digit growth in Andersen product-related
revenue and inventory movement this year. Kuiken Brothers
has also realized an 8% increase in storewide sales due to
increased traffic through its facilities.
“Our outside sales reps even use the DSN to bring in
new business,” Kuiken said. “And the numbers don’t
lie. Our ability to provide such elevated service to trade
professionals and homeowners has been the swing vote for many
of our newer customers.”
For the first time, the company sees a dedicated service
department on the horizon. Centered around the Andersen DSN,
the department would function similar to service departments
commonly seen in car dealerships. “We eventually want
to separate our service and sales functions completely,”
Kuiken said. “This is how our service function will
begin operating as a pure profit center.”
After-Hours Events Recognize Customers
In spring 2004, Kuiken Brothers held an appreciation dinner,
which recognizes its best trade customers. The company has
held such after-work events for 15 years, with food and refreshments
in a casual, fun atmosphere. The dinners have become overwhelmingly
popular. What used to be a one-night event now stretches over
several evenings to accommodate all the interest.
In November 2004, Kuiken Brothers will hold its fourth-annual
all-company expo, complete with multiple vendor promotional
tables (including a DSN space), food, beverages and a drawing
for prizes. More than 1, 000 people are expected to attend.
“One of our biggest concerns this year is making room
for all the guests,” Kuiken said. “We take that
as a good sign we’re doing something right.”
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Best Practices
 Tips
for Building a Customer-Centric Dealership From Doug Kuiken,
President of Kuiken Brothers Company, Inc.
-
If you develop a service program, commit wholly.
Service reputations develop fast and are hard to change
once they ’re established. If you decide to offer
after-sale service, be sure you have a sound plan, good
documentation and a tested follow-up process in place
before you unveil it.
-
Get the best training possible for your service
technicians. Your technicians are a direct and
visible extension of your business. A knowledgeable, responsive
staff will go a long way in keeping you top of mind among
trade professionals.
-
Spend money to make your customers feel appreciated.
Sponsoring a dinner or other event will help get builders,
remodelers and architects in and buying when your stores
are open. Any costs you incur will be quickly recovered
in new and repeat business.
-
Provide the resources your technicians need to
deliver superior service. Specs and technology
are constantly changing. The quality of service your technicians
deliver has much to do with the quality of information
they have at their disposal.
-
Be patient —and confident. Bottom-line
impact takes time when dealerships add after-sale service
capabilities. But hang in there. If you do it right, positive
results are certain to follow in the form of higher revenue
and a loyal, satisfied base of customers.
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Deck Dollar Days Are Here
Don’t miss out on one of Kuiken Brothers’ biggest
promotions of the summer — Deck Dollar Days.
The time is right for building decks and the promotion is
in full swing. Smart builders are making more money with each
deck they build by cashing in their Kuiken Deck Dollars and
pocketing the profit. It’s easy. Just buy a complete
deck package consisting of decking surface, railings and fasteners
from our approved manufacturers and receive $200 in Kuiken
Deck Dollars good toward the purchase of your next complete
deck package. Since this is a premium decking and railing
special promotion, we cannot include some of our commodity
products such as CCA/ACQ and Knotty Cedar. Take this money-saving
opportunity to upsell your customers to better, longer-lasting,
low maintenance decking and get in on Deck Dollar
Days at Kuiken Brothers before they’re gone.
Promotion ends on August 31st, so there is still plenty of
time to save plenty of money.
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You Just Know When It 's "Wright ".
When it comes to traditional double-hung windows, Wooodwright™
windows from America ’s leading window manufacturer,
Andersen® are just right. Woodwright windows are perfect
for new construction or replacement. They are available in
99 standard sizes and in 1/8” increments between the
smallest and largest sizes. Their extra attention to fine
detail makes them a great fit for new or older traditional
homes. Plus, their combination of Fibrex® and wood construction
gives them durability and flexibility for almost any job or
location. Later this year Kuiken Brothers will ask you to,
“Do The Wright Thing. ” Our late summer and early
fall program will finish up the 2004 building season with
one of our best offers on a premium product —Woodwright
™ windows. This will be your opportunity to save money
and buy classic quality all at the same time —and for
less. Watch your mail for details.
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G-P Gypsum line of moisture-resistant backer board and gypsum
panels breaks the mold.
If mold is a potential problem, then G-P Gypsum’s line
of moisture and mold- resistant products is the answer.
 DensShield®
Tile Backer
This tough, moisture-resistant board outperforms heavy, hard-to-install
cement board and fiber cement product in all areas. DensShield
is perfect for walls, floors, countertops and ceilings in
pool rooms, showers and other high moisture residential and
commercial applications. It is lighter and easier to install
than other products and its heat-cured co-polymer surface
stops the passage of water. As a matter of fact, DensSheild
is the only tile backer with a built-in vapor barrier. All
other backer boards require an additional vapor barrier to
ensure moisture is stopped. It scored the highest rating indicating
no mold growth detected in the industry standard mold resistance
test (ASTM D 3273). Plus, the DensShield core and glass mat
facings provide the flexible strength required to allow settling
with-out tile breakage. DensShield can be cut without a gritty
mess, ragged edges or special tools by using a simple utility
knife. It can be fastened with regular screws or nails, and
it is available in the same thickness as standard wallboard
to allow easy transition from DensShield to wallboard. Because
DensShield installs faster than heavy fiber cement, it saves
time and money.
 DensArmor™
Plus Interior Guard
Ideal for moisture-prone interior walls, DensArmor Plus is
an excellent choice for basements and bathrooms. Inorganic
glass mats resist the growth of mold on walls and inside the
wall cavity. It fastens with standard nails or screws and
DensArmor Plus finishes like paper-faced wallboard.
DensGlass® Gold Exterior Guard
The best gypsum exterior sheathing in the business, DensGlass
Gold Exterior Guard has a highly mold-resistant glass mat
face and back that are so weather resistant, that the product
is guaranteed for six months of exposure to the elements.
It is an ideal substrate behind brick, siding, EIFS, stucco
and other permanent claddings.
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KBKB Me!
 Despite
numerous warnings about the habit-forming effects of our “KBKB
ME ” promotion, builders and contractors continue to
purchase multiple kitchens at Kuiken
Brothers Kitchen & Bath. Maybe it ’s because
every time a builder or contractor purchases a kitchen from
any of our four lines of quality kitchens: Bertch, Decora,
Legacy or Merillat, at standard contractor pricing this year,
they receive a 10% credit on the purchase of a kitchen in
2005. But that’s not all. With every additional kitchen
purchased in 2004, credit accumulates by 10% to a maximum
of 100%—in other words a free kitchen. The more kitchens
you buy, the more you save in 2005. But you must be signed
up to receive the discounts. Sign up at any KBKB showroom,
and we’ll get you kick-started with a FREE “KBKB
ME ” travel coffee mug and FREE gourmet coffee. You’ll
also be eligible to win a premium gas grill and $500 worth
of Omaha Steaks. So sign up for “KBKB ME” today
and get started on a brand new habit of saving money.
Don’t forget to check out our brand new displays of
some of the hottest styles and looks in kitchens and baths
at our Warwick, NY and Emerson,
NJ show- rooms, and let us KBKB you on the spot.
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