Crowds Come to Las Vegas
Many Glass Association of North America (GANA) members have been
at the Rio in Las Vegas since February 13, the start of Glass Week,
but since the Building Envelope Contractors (BEC) conference kicked
off yesterday the city has been flooded with glazing contractors.
More than 700 attendees have come to the event, and the crowded
room during last night’s opening reception seemed to host all of
them. Crowds did not dwindle this morning either as the first sessions
Max Perilstein of Arch Aluminum & Glass, BEC Division chairperson,
welcomed the audience before turning the stage over to keynote speaker
Shep Hyken. Hyken created “moments of magic” for the audience during
his talk on creating such moments for customers. As he told his
audience, studies have shown that “over 40 percent of satisfied
customers don’t come back.” As he explained, those customers are
satisfied by satisfactory services, not wowed by exceptional care.
Hyken stressed the importance of creating a powerful and positive
interaction between the customer and every representative of a company
to create an impression that will build not just satisfaction, but
Hyken also noted during his keynote address, “People want to do
business with people they know, they like and they trust.” Those
words seemed to be exemplified by the networking opportunities made
available throughout the BEC conference.
Hyken’s magic tricks and advice gave way to more technical sessions
later in the morning. Joseph Solinski with Stone & Glazing Consulting
presented the audience with a troubling case study during his presentation,
“Structural Glazing Survey and Repair.” He walked the audience through
the examination of a unitized system with a history of loose glass
and leaks, then the eventual testing of 26,000 windows for sealant
defects and other problems.
Raj Goyal of Graham Architectural Products next presented information
on designing for blasts per the new UFC-DOD standard. “We all have
dealt with disasters like water infiltration,” Goyal said, “but
in these cases we are designing for life safety.”
His videos of flying glass shards following test explosions impressed
upon his audience the importance of following the 2007 document
and thoroughly understanding its requirements.
A full afternoon of seminars is scheduled, and the conference continues
through tomorrow afternoon. Stay tuned to USGNN.com™ for updates.
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