This post is not what you think, well maybe a little. In some cases damaging your garage door may be covered by insurance. I’m not an insurance guy but I know from experience there are specific instances when garage door damage is covered. I don’t know what your coverage may be, deductible is, nor am I making any statement you should act upon. What I do know is that we do repairs and installations when a homeowner makes an insurance claim, which brings me to my thoughts.
Now I fully understand that an insurance adjuster has a job to do. They’re the folks who request estimates and compare them to similar cases to make a determination on coverage and payment amounts. They also, in some cases, get multiple quotes from multiple companies to get the best deal for their company. If they can get the same work done for less money then that’s a good thing for them. Hopefully the homeowner ends up happy and we get a little work from it so we’re happy. It can be win-win-win and that’s what everyone is hoping for.
We do get a fair amount of those calls. What seems odd to me is that almost every time we speak with an adjuster we get the job and that gives me pause. Let me explain.
I’ve spoken and written a bunch of articles explaining why we’re not the least expensive company you can find. We take great pride in the level of service we provide, having highly trained technicians, industry leading warranties, and providing support well after the service. Just those 3 things do come with a cost and one that we have found is well worth it for customer satisfaction. Don’t get me wrong. We’re not leaps and bounds higher, in regards to pricing, than some of the other companies, but that’s not the point here.
The point is that if we know we’re not the cheapest and we provide quotes to adjusters who may have other “bids” in hand, and they award us the job, then what the heck are the other companies providing as a cost of their services in these cases? I have one simple question banging around my head. Do they (our competitors) quote differently when then think an insurance company is footing the bill? Furthermore, does that make sense, to anyone? On a few different levels it certainly makes me look at them a little differently.
Collectively our jobs are to make money for our respective companies, I totally get that. Dave Ripley is the owner here at Overhead Door Company of Albany and he is the epitome of integrity, honesty, detail, and professionalism. I respect him for that and follow his lead in all respects, so does our team. We all know there will always be bumps in the road considering the nature of our business but reflecting on those 4 attributes has served us, and our customers, very well. So yes, we make money, but not by modifying pricing or looking for a windfall based on the situation. We do it by providing you with the best possible products and services you can get at reasonable prices for all involved. In the end I believe that our way of conducting business is the honorable way. I hope you do too.
Your Overhead Door of Albany Team
For the past week or so I’ve been assisting Danny with scheduling, customer service, and the phones. It’s been a very eye opening experience for me. Leaving the confines of my comfy office and getting into the nuts and bolts of the daily work has been rather enjoyable.
Up until this point my perspective and what the front line folks do has been limited to a quick perusal of the scheduling board in an attempt to determine exactly how busy we are. That alone is impressive considering this is typically a slower season for us since the ground is nicely frozen and many contractors aren’t starting new projects.
My main responsibility has been answering phones. This is something I thought I was well versed in considering my past career where we received upwards of 200 calls per day in our busy call center. I was mistaken, kinda.
My phoneside manner is still well intact as I believe I am friendly and attentive but there were a couple of things I was not prepared for. A typical phone call would be a customer with a broken spring, garage door remote control not functioning, request for a quote on new doors or service, or general door not operating properly questions. Those I can handle pretty well as in my wee younger days I did a short stint as a garage door installer.
When I received a phone call for an estimate on a large steel garage door at a local facility I offered to send one of our sales team out to take a look so we could provide the most accurate estimate possible on the repair this customer replied “That’s fine but to get on our site for the 15minute visit your guy will need to take a 4hr course in safety and be suited up for HazMat.” What? I had no idea we did this, but we do because that’s what it takes.
Our coverage area is big, so big in fact that there are areas that take over an hour to get to. We offer Free Estimates on all of our services and if that means we have to have someone spend almost 3hrs round trip to meet with a customer we’ll do that too, gladly. There are no shortcuts, that’s what it takes.
Out techs call back to the office too. It’s our job to make sure they have the support they need when they need it. When I fielded a call for a technician looking for clarification while at a jobsite it required reaching out to architects, viewing original plans, manufacturing, and the General Contactor. I got all the information necessary and relayed it to the Tech. It would’ve been easier to make a decision on the spot but by working together we know we have it right the first time. It wasn’t the easiest thing to do but to get it correct that’s what it takes.
So wherever and whatever is certainly a mantra we use all the time but it has more value that just maximizing our bottom line. We do it everyday and would like the opportunity to prove it to you.
Your Overhead Door of Albany Team
Funny thing my office door. The way I see it my door has 3 possible states of being. Each one implies or sends it’s own message. For this article I must make you aware that my door is all glass. It’s a little like working in a fishbowl but suffice to say you can look in and see me at any given time. From there you may be able to determine my level of focus or detect emotion.
The Closed Door
Sends the most easily discernable message in my opinion. Clearly this is a do not disturb sign and usually requires a knock prior to entry, it’s just courtesy. For some reason Dave, the owner of this business, doesn’t seem to need to knock. I haven’t got that quite figured out yet but I’ll pencil that in for our next staff meeting.
The Door Partially Open
This one causes the most confusion apparently. The majority of the time it makes people grab the handle with one hand, place their opposite hand on the door jam and do the “lean in” technique usually followed by “Are you busy?” or “Do you have a minute?” I always have time for whomever does the lean-in. It always makes me smile. I’m about as approachable as anyone can possibly be and for him or her to ask if I have time for him or her out of respect I applaud that.
The Door That’s Wide Open
The majority of the time my door is wide open, it’s how I operate. The open door tells people that there’s nothing you can do to interrupt me and I cherish conversation and idea exchange that can come out of being completely available all the time. In a perfect world I’d remove all office doors altogether, save a few like in an Attorneys office or where complete privacy is needed.
As the resident marketer here at AlbanyOHD I consistently call on our competitors to find out how they answer the phone, what kind of availability they have to schedule work, and get rough pricing and the such. I do equate to those things to what position they have their door in and to make sure ours stay wide open. I’m sure they do it to us too and I’m glad, they're better for it just like we are.
Here at Overhead Door our Door is never closed, heck it’s not even partially open, it’s wide open and waiting for you to walk in, call in, email in, or any other way you choose to come in. We cherish the conversations and the relationships we’ve made and look forward to making.
Come on in, no knocking needed, the door is wide open.
Your Overhead Door of Albany Team
January 29th, 2014
Overhead Door of Albany is pleased to announce the completion of new customer centric technology. For the past 20 years AlbanyOHD has been the area leader in garage door sales and service. With this new software they will distance themselves even further.
When speaking with the owner Mr. David Ripley he offered: “Our sales staff has been asking for a technology upgrade that could free up some of their time and help get organized to a greater degree. I tasked our Marketing and IT Director, Bob Gates, to come up with some possible solutions. After 6 months of testing different products and also entertaining a custom built platform we found a cloud-based solution that is also accessible from any Internet connected device including smartphones. The new system not only handles the sales force original request but also brings a level of efficiency that we have only begun to explore. We now have complete visibility of every employee/customer interaction and can track changes and results in real time.”
I was offered a brief tour of some of the software functionality and after a five-minute rundown from Mr. Gates I’m impressed. He expressed the following: “Our previous system was not broken, in fact, it worked incredibly well but was labor intensive from a customer interaction standpoint. As more and more people use the web for information and communication we need to adapt accordingly. Our website performs nicely for us but doesn’t have the ability to dynamically communicate with our customers. In the end we’ve got a system that accounts for much more than we set out to find and I am looking forward to being able to expedite everything in our process from phone calls to installations.”
The roll out is happening now with older data being migrated into the system over the next few weeks. Once complete, this new system will benefit the company and, more importantly, the customers they serve.
Your Overhead Door of Albany Team
It’s here, the time of the year we look forward to. With the old calendars being filed away for safe keeping and the new ones being hung on the same thumbtack or nail that has been there for years we begin the roll out of one of our favorite specials.
That’s right everybody, it’s Tune Up Time. But this year it’s different and better. Much better. We’ve added two new items for this winter. First, we’ve created a feature we hope you’ll enjoy. Enter the Free Door Health Report. This has been designed by our technicians to provide you information regarding your garage door after we’ve done the service. They will make copious notes on your door and hand them off to our office staff for entry into a cool little form. From there we will email you a copy for your review. There will be recommendations from your technician based on their years of experience.
Secondly, and my favorite part, we will be replacing all the rollers on your door. Yes, you read that correctly, we will replace up to the first 10 rollers (most doors only have 10 to begin with) making your door run more smoothly, efficiently, and quietly.
These two items are in addition to our standard service where we will lubricate, tighten and adjust your door for balance and operation. Right along with that is our safety inspection where we check the entire door for safe operation; check the cables and springs to make sure they’re good to go.
And lastly, we’ve sharpened our pencils down to the nub. We know that right after the holidays most folks are looking to save a few bucks. We’ve got this new service as low as we can go, and it’s for a limited time, so click here and see for yourself.
Always at your service,
I bump around with our team here every morning. The start of each day is a whirlwind of activity. I always find that a little odd since there is so much planning the preceding afternoon but that’s the nature of the garage door service business.
This team here, in particular, short of just a couple of new technicians has been together for years. I will spare you the “with a combined XXX years of experience…” because that isn’t helpful nor necessary for this article.
What it does mean is that, over time, we have grown together and earned the respect of each other as well as each other’s preferred method of communication. Some guys rely almost exclusively on email (yours truly in that camp) and others like the phone. Some folks use pen and paper and others the personal computer.
What’s even more important is how that information is presented. For example Ken has a very distinct way of needing his information. Spending 5-7 hours per day on the road meeting with customers means that he’s not always accessible to everyone. When he returns he could be bombarded with while-you-were-outs, post-it notes, and a voicemail box chock full. So what he has asked for is a simple list with a quick blurb as to the content and any pertinent information including phone number. We all know it and do our best to get it done that way.
Dennis is almost the opposite. He wants every call forwarded to his cell phone and has asked that email or text be sent there as well so they’re all in one convenient place.
Where it gets tricky and where I think we excel is with our technicians. It’s no secret that in any business the last person to touch a project has the most opportunity for something to go wrong. We all know how each technician wants their daily paperwork filled out. I know what you’re thinking, why wouldn’t a company simply standardize this and have each employee learn it? We agree, kinda. We do have standardized forms but we also take into account the person. That’s what we do, we help people everyday, both customers and our own team. If Gary wants a separate sheet that lists all his daily work on it then we’ll do it. If it works for him it works for us. If Bill prefers the customer phone number to be highlighted then we’ll do that too. And so on.
That means that when one of our team members be it Sales or Service shows up at your location all the t’s have been crossed and all the lower case j’s have been dotted. This insures a smooth and professional experience as well as a level of preparedness that others companies simply cannot match.
This all works in harmonious balance because we know each other very well and understand what each other requires providing you the best possible service.
Your Overhead Door Team
Here at Overhead Door of Albany we know you have many choices for a new garage door or service on an existing door. We’re always looking for new ways to provide you with the best possible experience. Actually, we never stop. We get ideas from customers who have used us in the past, customers who are thinking of using us, friends and family. We listen to every comment and use that information to get better. Sometimes we’re so busy innovating that we overlook the things that make us the benchmark garage door company in our area.
We’ve been doing this for a long time, over 20 years at this point. You don’t remain a viable growing business for that long without doing the little things correctly and consistently. From time to time we send out brief surveys as a sort of litmus test on how we’re being viewed and received in our communities. These also remind us that what was important 20 years ago still applies today.
Cleanliness: Our techs are trained and reminded frequently that you expect a level of cleanliness while they are at your home or place of business.
Promptness: We try exceptionally hard to be on the job when and where you expect us. Unfortunately, there are scenarios where we simply have to give you a wide range of time to expect us but the majority of the time we are there earlier rather than later. Our arrival on the expected day is better than 99% of the time.
Professional: We have factory-trained technicians that we’ve sent wherever they’ve needed to be to meet and learn from the engineers who design our products and the manufacturer who has assembled them. They know, without question, how and why your garage doors was built the way it is.
Courteous: True, we can do a great job at installing or servicing your door. That won’t mean much to you if our staff doesn’t take the time to let you know what to expect, answer questions, and review the service in a friendly manner.
These are some of the things that we preach to all our staff almost daily and based on your responses it works and continue to work.
Your Overhead Door Team of Albany
I’m not sure exactly when it happened but at some point in my life I found that giving gifts became far more enjoyable than getting them. Even as I type this it seems strange to me. I mean, who doesn’t like to get gifts? I am currently thinking of the things I would like to have (as selfish as that sounds) but they are no longer always physical objects. Sure, there are some neat little gadgets that would make my commute a little more enjoyable like maybe satellite radio or the perfect device to hold a hot cup of coffee that would allow me to sip without creating a series of teardrop stains on my jacket or shirt but I don’t think that has been, or ever will be, invented.
Nowadays I’d like to have a smaller waist size, the knowledge that my kids will become successful participants in todays society, less aches and pains when I get up in the morning and so on. When the north pole receives my list this year I’m sure a hearty Ho-Ho-Ho will be in order. But I digress.
What if you could give a gift this year that could be opened every day? A gift that you wouldn’t even need to wrap, not even once? A gift that would create an awesome level of convenience for the recipient no matter who they were? And what if this gift would make the person who you gave it to think of you every time they used it? What if the gift could be easily put inside a stocking? Hogwash you say? We think not.
An electric Garage Door Opener is that very gift. Here’s how to do it.
Step 1: Determine who you’d like to send a garage door opener to
Step 2: Do a little secretive investigation on what size garage door they have
Step 2: Come into our showroom or give us a call with those details
Step 4: We’ll recommend the best Opener for the door in question
Step 5: Purchase a Gift Certificate for the cost of the Opener and Installation
Step 6: Address the envelope with the Recipients Name (we have pens)
Step 7: When no one is looking place said envelope under the tree or in a stocking
Step 8: Be there when they open it!
That’s it. Well done!
Our factory trained technicians and professional support staff will do the rest. We’ll make sure to schedule the install on a day and time that is most convenient for the recipient.
Once installed they will undoubtedly think of you especially when its wicked cold outside or snowing and all they now have to do is push a button to open the door. We even have battery backups available for when the power goes out. For the techie in your life we even have openers that can be controlled with a smart phone! The sky is the limit.
Your Friendly Garage Door Team
Much like a gazillion other people I watch some football on Sundays when the NFL season is underway. I’m a fan for sure but not a super fan like some of my friends and neighbors. I get it, they absolutely love their team. I happen to be a Buffalo Bills fan just so you know where I’m coming from. It’s been a long arduous journey rooting for my team and the love has subsided substantially over the past two decades.
While watching the game yesterday, and in particular a field goal, I thought how easy the pros make that look. I mean, unless you’re talking about a field goal outside 40 yards most pro kickers are so skilled it’s almost a lock that they’ll put 3 points ion the board for their team. But they cannot do it alone. Through the wonderful technology of the DVR I rewound the kick a few times and watched intently to see what else was happening.
The holder is the guy that is calling for the snap. There is a special field goal formation for the linemen and the responsibilities change from protecting the quarterback to blocking for the kicker. In some cases snapper snaps the ball and the kicker is already in motion. That kicker has to take into account the distance, the wind, his starting point and planting foot. We see them taking x number of steps back and x number of steps to the left or right (foot dependent) to get lined up comfortably.
The holder calls for the ball, must receive it, place it on the spot, rotate the ball with laces out if possible, and then hold it for a split second while the kicker makes the kick all without flinching. If all works perfectly the kick is good and high fives are given to everyone.
Everyone on that special team has a job to do all in the span of about 3 seconds and when done correctly it looks like poetry in motion.
They make it look easy.
At Overhead Door we have a special team of our own. Actually we have more then one. We have Commercial Garage Door specialists, Residential Garage Door specialist, Service, Sales, Administration specialist. Our one big team is made up of smaller teams focused on one particular aspect of the business.
When a single customer reaches out to us the details that get set in motion at that moment have been built through years of experience and polished to make it look easy, and be easy, for you the customer.
I did a little exercise over the weekend and counted 13 steps on our end that have to be completed perfectly for us to repair a broken garage door cable quickly, efficiently and on the customers time table.
We make it easy for our customers.
If you’re ever in need of some garage door repair call our team of specialists. You’ll be amazed at how easy we can make it for you. The next time you catch a field goal unit on the field take a look at what happens with that team and don’t just focus on the uprights or use your DVR to watch that poetry in motion.
Your Overhead Door Team
Have you ever bought shoes from a major chain? I mean a store that specializes in only shoes or sneaks, not a department store. You find the perfect pair of footwear for your style and budget hopefully from a friendly and polite salesperson. You box them up and head to the checkout. It is at this point that I am rooting for you that you are the only one in line. If not, you will be presented with a veritable myriad of accessory options. Colored laces, socks, waterproofing (spray and roll-on) and many other accessories for your purchase. The person who is checking you out may even recommend specific items to go with your new kicks.
Who couldn’t use a new pair of socks from time to time anyway.
Its come to my attention that folks out there don’t know just how easy it is to accessorize their garage door. Overhead Door has been innovating since 1921 and some of those innovations include neat little decorative items for your garage door.
We’ll start off with the easiest of all, painting. Yes, it’s true, most doors can be painted and what a canvas that makes. When was the last time you painted something in or around your home that was as easy to get to as your garage door? If you want to change the existing color please call us so we can help you determine if your door will accept paint and what paint you should use.
Decorative hardware is the second, even maybe the first, easiest way to dress up your door. With items like hinges, handles and window overlays you can quickly transform the look and style of your door. Even more accessories exist like door knockers, iron studs, and decorative angle brackets.
Lastly we offer a range of window overlays. There is no quicker way for you to make your door look brand new than to have us show you what your door would look like with an upgraded window pane look or shape.
Let us know if you’d like a consultation or more literature and we’ll be sure to get you what you need.
So there you have it. From purchasing footwear to your garage door you can accessorize in so many ways and some maybe you didn’t even know about.
Your Accessory Team at Overhead Door