Article Number : 321 |
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Date | 5/24/2004 7:18:00 PM |
Written By | LGM & Associates Technical Flooring Services |
View this article at: | //floorbiz.com/BizResources/NPViewArticle.asp?ArticleID=321 |
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Article | Amelia Island, Fla.—They are already considered by most commercial manufacturers, architects and designers as being among the best in the business, but at their 2004 Annual Membership at the Amelia Island Plantation here, StarNet members took this to the next level with the signing of formal Code of Ethics for the co-operative. “This is a unanimous gesture by our members,” said Lori Dowling, “StarNet’s president and CEO, “to hold ourselves up to a higher level of standards and, at the same time, raise the industry bar.” All 108 members representing the organization pledged to uphold the Code of Ethics by publicly signing an enlarged version of the document which had every contractor’s company name and logo under the nine-point voucher (see related story). Dowling said the concept came up during the co-op’s education conference in Denver last fall (FCNews, Dec. 8/15). “Our members are always telling their clients why they are different than other flooring contractors but they felt they needed a formal statement—something they can share and publicize.” Harold Chapman of Bonitz Flooring Group in Greenville, S.C., and StarNet’s chairman emeritus, said, “The quality of the membership is unsurpassed, but we need to look seamless if we are to deal more with national accounts. Because we are all individual businesses, we needed to have a commonality, and have something to start showing that we do act and work alike. The code of ethics is one way of making that happen.” Randy Rubenstein of Rubenstein’s Contract Carpet in Seattle, and StarNet’s outgoing chairman, added, the adopting of such a code was a no-brainer for the members because “we already uphold the highest of standards. That’s how we got to be where we are today by providing quality work and service from start to finish. “What the code does is,” he continued, “give us an official document to show customers that we belong to a national group whose membership must operate under these terms.” To stress its seriousness in making sure current and future members honor the code of ethics, StarNet has incorporated them into its by-laws. As such, all new members will automatically be held accountable to them and a member can face suspension if failing to comply. “This is just another example of how StarNet members do what they can to control their own destiny and not rely on others,” Dowling noted. Another way is by helping their clients and their customers get a better understanding of some of the more pertinent issues affecting the building industry in general, and flooring in particular. To do this, StarNet has adopted a road show format. The first series of shows will take place between August and October and will focus on what many consider to be the number one issue in the contract arena: concrete moisture. At the group’s fall gathering in Denver, nearly half the meeting was spent on this topic, highlighted by a fast-paced, half-day seminar featuring some of the country’s foremost experts on this. Two of the presenters—Scott Tarr, senior engineer for Construction Technology Laboratories, and Peter Craig, concrete floor specialist for Concrete Constructives—have agreed to speak at the shows which will take place in 12 of the country’s largest markets. “This will be a three-hour seminar either over breakfast or lunch, depending on the market,” Dowling explained. Members will be participating by bringing in their customers—architects, designers, specifiers, etc. “It’s a way to educate the end user and those who work with and specify our products everyday. Plus, it allows our members to show they are the flooring experts and they want their customers to have the best and most up-to-date knowledge on issues that affect their decision-making processes.” And, even though the co-op is doing what it can to educate customers and end users, the members continue to make sure they, themselves, have the most up-to-date information. This was once again evident at the event with the half-day Technology Forum featuring a “State of the Industry Technology Update” and presentations on seven relevant topics. Members were also given the opportunity for them and their staff to attend an in-depth Web-based presentation. Each breakout session was conducted by a respected leader in that particular field, such as Greg Randall of Microsoft Business Solutions, who discussed with participants the products and services designed for small to medium sized enterprises. Other sessions covered topics such as, “Uncommon Sense/Computer Tips And Tricks,” “Spam, Spoof, Phishing, What Next? E-Mail Best Practices,” “Cellular Technology,” “Personal Digital Assistants (PDAs),” “Digital Cameras/ Best Practices,” and “Laser Measuring Tools.” Dowling said these and other educational/training sessions Star-Net conducts are a direct result of member requests and input. “The reason more members are attending these events than ever before as well as bringing more of their own people, has to do with the fact they understand there is a great deal of value coming here. They not only want to be here, but feel they will miss out on something important if they do not attend. “One of the reasons for this,” she added, “is we try to make these very topical; give them sessions and information based on what they want. It all derives from member feedback as they are the ones who truly run the organization. So, if there is enough interest in a particular topic, we’ll do our best to bring in whatever it takes to give them what they desire.” Being on top of the latest information, product and programs is just one of the many things suppliers to the organization point to as a reason for StarNet’s success. “We’re no longer in a time where you can afford to be fat, dumb and happy,” said Ken McMahon, director of sales operations for Mannington Commercial. “Today’s business climate is about focusing on what you’re doing and doing it right. And, StarNet is the premiere organization and its members are the best out there. They know their market, the products they work with, are in it for the long haul, etc. In general, they are very knowledgeable all around.” John Truitt, director of sales for Flexco, added, “StarNet is very well represented of what a quality commercial contractor should be. They understand how to bring value to the project by working in a professional manner with both their customers and suppliers.” Armstrong believes so much in StarNet that Randy Gablehouse, general manager of commercial sales, announced a unique incentive program the mill is doing exclusively with the group. While based on an aggressive percentage increase over last year’s resilient sales, he said history has shown the membership can achieve it. “It can be done,” Gablehouse stressed, “but we will have to work as a team—it’s all about communication. You need to let us know if we have any blocks or barriers preventing you from growing your business.” To help members meet the incentive, he said Armstrong will be introducing 55 new colors to its linoleum line this June. Designed by North American designers for the North American market and stocked at its Lancaster, Pa., headquarters, Gablehouse noted, “we’re keeping the line fresh and making sure product will be available when needed.” Mohawk’s Tom Lape summed it best when he said StarNet members are the “créme de la créme of flooring contractors. They’re working hard to get better at what they do in order to make theirs—and our—customers happy, and we are doing whatever we can to help make them better. “It’s a relationship,” he added, “and one that is vital to the success of both organizations. And, at meetings like this, you get to speak on a principal-to-principal basis regarding what we can each do to make sure every job goes as planned.” StarNet’s Code of Ethics At its 2004 Annual Membership Meeting, the members of StarNet unanimously pledged to adhere to the following Code of Ethics: • We recognize that our strength derives from the contributions of our individual owner-operators and we acknowledge the critical importance of the relationships we maintain with each other; • We participate in and contribute to an open, ongoing dialogue among all StarNet members; • We maintain the highest standards in representing the interest of our customers and in the manner in which our services are delivered throughout the country; • We maintain absolute integrity in every aspect of our business operations; • We establish relationships only with those vendors who share our ethical standards; • We endorse and recommend only those products that meet or exceed customer expectations. We strive to put our customer’s needs and deadlines before our own; • We uphold the highest standards of installation excellence and commit to continuous improvement for all of our employees; • We are committed to protecting the environment, and • We respect the integrity of our fellow owner-members and will agree to work together for the common good of the cooperative. |