Customer Service still #1 Priority!

Ran  across this article I wrote in August 1999 about a customer service experience I had while living in Frisco, TX  - the article was  actually published  in the local  paper - "The Frisco  Enterprise" as a guest columnist:

AHH Yes, Customer Service Still Does Exist
By: Julius F Zatopek, III
August 1999

 

With hunting season about to start, I was preparing for a dove-hunting trip.  My trusty Mossberg 500 Pump 12 gauge needed a tune up, so I decided to do it myself.  Not being a gunsmith, but a mechanically minded person, I figured I could break down the gun, clean it thoroughly, and put it all back together.  Everything went well, except the putting it back together part.  Once it was all done, the pump wasn't working.  This is a very important feature on my shotgun, since my percentage of hitting on the first shot isn’t very high.  Therefore, a pump shotgun functioning as a single shot would not work in my bag.  Embarrassed, I took my gun to "Gunmaster", 3131 Custer Rd, Plano, TX.  I had never visited the store before, so I was glad no one there knew me.  As soon as I walked in I was greeted by two friendly gentleman, both looking happy to be there.  I told one of the gentleman, who was obviously the gunsmith and I think the owner, what I had done.  I asked him if he could fix the pump action.  Without any hesitation, and with a bit of a grin, he took my gun and told me to wait.  Not having any idea how long it was going to take, or how much it would cost, he took my gun to the back.  So I began to browse through his store.  There's always something at a hunting store that I need, I just don’t know what it is until I start looking around.  As I was browsing, the other gentleman, an elderly man who looked as if he had the greatest job in the world, held a conversation with me.  About five minutes later, the gunsmith reentered from the back with my gun, working superbly.  He handed it back to me and said “thank you”.  I asked him, “How much?” and he said, “No charge.”  No charge, I thought, isn’t this 1999.  No one provides customer service for free, any more.  So I took my gun, thanked him again (wait, didn’t he thank me?), and left.

As I got in the car, where my wife and children had been patiently waiting, I must have had a blank look on my face, because my wife asked if I was okay.   I explained to her what had just happened, and how much it meant to me to get treated as a “customer”.  It reminded me of the times I spent working at my dad’s full service Texaco station, in the 70’s, when getting service was a personal thing.  My father owned his business in the small town of Victoria, TX, and knew it would only be successful if he provided better customer service than the other guys up the street.  At 7 years old, after school, I would go to the station and help my dad.  Not because I had to, but because I wanted to.  I saw how happy my dad looked when the customer pulled up and said “Filler Up”.  Of course, checking the oil, checking the tires, and washing the windows were mandatory, not optional.  My dad taught me to do all these things, quickly, so you would be finished washing the last window when the gas pump stopped.  This was customer service.  And as each customer pulled away, my dad always told the customer, “Thank you”.  Not thank you for spending your dollars, but thank you for allowing me to service you.  There is a distinct difference.  This was the same kind of thank you I felt at Gunmaster.  Eventually, the self-service stations prevailed, and my dad could no longer compete.  He shut his doors for the last time in 1980, another victim of the fast paced society that we know today.

More recently, my same trusty shotgun’s safety latch was malfunctioning.  Learning from my previous gun repair experience, I decided to take it straight to Gunmaster, rather than try to fix it myself.  First of all, the safety feature is the most important function on any firearm, and secondly, I felt obliged to let Gunmaster have my repeat business.  I was prepared to leave my gun, since Dove season was over and I wasn’t prepared to duck hunt, opening weekend.  Once again, the same two gentlemen were behind the counter, both greeting me as I walked in, even though they were both busy helping other customers.  And once again, my wife and children decided to wait for me in the car.  I think she waits in the car so I feel rushed whenever I’m inside these types of stores, knowing I’ll have to resist temptations to buy things I just know I need.  After I explained the problem with my gun, the gunsmith smiled and said, “Five Minutes, Five Bucks, including parts.”  I can’t explain the gratitude I felt, knowing I had found a business with a small town attitude for customer service.  I gladly waited.  I picked a few things I did need, and in less than five minutes the gunsmith returned from the back, carrying a perfectly functioning Mossberg 500.  I paid for my items, and service, and started walking towards the door.  And as though I was expecting it, but knowing it was just the nature of this stores’ business, I heard the sincere “Thank You.”

 

I tell this story, not to plug Gunmaster, or tell of a gunsmith in Plano with rates you can’t believe, but to inform all businesses of the importance of customer service.  With the increase rise in technology comes Mega stores and E-commerce, decreasing the need for personal customer service.  I admit I occasionally frequent the mega stores and entertain e-commerce, however, as I can write several stories explaining experiences I’ve had with just the opposite type of customer service.

 

I hope everyone remembers the little man, as Alan Jackson writes in his country hit.  These are the businesses that made America a prosperous country, and gave us the reason to say we are a land of opportunity.    The mega stores and e-commerce will be here, it’s inevitable and has now become necessary.  There are some advantages to both.  But whenever possible, I challenge everyone to find the time to go into a small business, maybe pay a few dollars more, and receive the sincere “Thank You.” 

 

Update: February 2014 - Since writing this article that was actually published in the Frisco Enterprise newspaper in 1999, I  am glad to see that Gunmaster is still in business in Plano, TX – check them out at http://planogun.com/ and like them on Facebook https://www.facebook.com/GunmasterInc

 

Four Things You Need to Know Before You Buy Land to Build Your Dream Home

originally published by: Main Street America
revised by: Julius F Zatopek, III

Looking to buy land for your dream home? In the excitement it’s easy to overlook some crucial details. But when it comes to buying land for a residential building project: buyer beware. The way you approach a few seemingly small details can mean the difference between a dream and a nightmare.
If you’re getting ready to make your first important decisions about where and when to buy land for homebuilding, be sure you pay special attention to these four areas before you set foot on your new lot.

1. Location

It goes without saying. There’s a lot to consider when choosing a location. Proximity to shopping, schools and medical facilities are key issues. Obviously families with young children pay attention to schools when choosing a location, while for some older home owners, proximity to medical care is important. Everyone’s needs change, so it’s important to keep in mind your long-term life goals. Whether you’re planning your dream retirement home, or the home you’ll raise your family in, don’t just take into account the lifestyle you live now. Be sure to plan for the lifestyle you’ll want to have ten and twenty years into the future.

Another factor you’ll want to take into account when you’re considering location is water supply. Homes located outside of city water systems may need to put in their own water wells if there is not a community well.  You will most likely also need to add a septic system, as well – both adding to construction costs.

Another location factor to consider is the lot elevation.  Some areas are located in the FEMA 100 year flood plain and homes must be built above the flood plain elevation, adding even more to the cost of construction.

2. Legal and Tax Issues

A large number of issues fall into this category. Deed restrictions can prevent homebuilders from including certain types of construction on their property. On the other hand, unrestricted conditions can create even larger problems.  Your property value may take a drastic hit if your neighbors are free to construct anything they choose or are allowed to have a manufactured home moved onto their property.

Property taxes, hospital districts, emergency districts and school districts can all add to a property’s tax bill. For example, in some areas, municipal utility district (MUD district) taxes might be an issue. These MUD district taxes pay for water and sewer for a community via bonds, and represent the highest possible taxes, so a property included in these districts can expect a much larger tax burden. (see water supply comments above)

Lastly, you want to make sure all prior year’s taxes and any applicable association dues have been paid; and there are no delinquencies or liens attached to the property.  Have the local title company run a title search for you and be sure to obtain title insurance.  All liens should be cleared, prior to purchasing.

3. Slope, Soil Conditions and Geological Issues

The quality and soil conditions of a piece of land can add up to big time building costs. And that cost may not be obvious until you start building. For example, a property with a pronounced slope may drain well but will be pricey to build on. And there are other site costs you may need to consider, like the cost of removing trees to make room to build. Trees can also camouflage land issues. Often buyers will buy a piece of wooded property thinking it looks flat, then clear it and realize it has a slope.

If you’re seriously considering a piece of land, you should also test soil conditions on the land’s pad site, called a Geotechnical Report. The pad site is the stabilized foundation area where you’ll pour your home’s concrete foundation, so it’s crucial to know the soil quality of your pad site up front. One of the most common costly mistakes new homebuilders make is to plan construction and then realize that their pad site is not suitable to build on.

4. Other Site Costs

A recorded survey will show you which building lines and easements affect your property. The configuration of these lines can have a significant impact on costs. Factors like where a home is located on the property can also add considerable costs. For example, building far back from a street is generally much more expensive, due to the additional driveway and additional infrastructure (utility lines and pipes).

In addition to the above four factors, you should always be sure to buy property with the guidance of professionals. Land selection should never be a “do it yourself” proposition! A good local realtor should be familiar with the area and all the land issues related to the site you’re considering. If they aren’t, you should strongly consider finding a different realtor.

Paying careful attention to the issues in these four categories – using the guidance of professionals - and making sure you have insight into the local political and future development issues surrounding your property – will help you save a lot of time and money down the road.


For more commentary from Julius, pick up a copy of his book entitled “The Truths and Myths of Real Estate” – available at LuLu.com at:  http://www.lulu.com/shop/julius-zatopek/the-truths-myths-of-real-estate/paperback/product-21118216.html

How to Buy a Home Without Going Broke

	By: Dave Ramsey - published in Dave Ramsey's Real Estate Minute Newsletter
	Don't forget to build long-term costs like repair and maintenance into your budget when buying a home.

 

Buying a home is one of life's most exciting milestones, and it's a major cornerstone of the American dream. But according to the National Association of Realtors, even though most people consider home ownership a good financial decision, 43% feel strained by their monthly payment. Nothing kills the dream quicker than feeling like your home owns you! Fortunately, with a little foresight and budgeting, you can turn your home ownership dreams into an affordable reality. The Good Faith Estimate You Won't Get Once you apply for a loan, you'll receive estimates for things like closing costs, homeowner's insurance and property taxes. While these costs certainly add up, they're usually easy to work into your budget with a little planning. And as long as you can make that monthly payment, you're good, right? Wrong. Actually, closing costs and the monthly mortgage payment are just the tip of the iceberg. Homebuyers often overlook the long-term costs when determining how much home they can afford. Experts estimate that homeowners spend between 1–4% of their home's value on maintenance and repair annually. For a $200,000 property, that translates into $2,000–8,000 on average every year. There's no landlord to call when Murphy moves in. If it can go wrong, it will—and it's all on you to foot the bill. That's why it's important to budget for the "what-ifs" like clogged gutters, leaky pipes or the A/C going out. A qualified home inspector should examine the property before you buy so you can make an informed decision. Just keep in mind that a home inspection can't predict every problem that may pop up down the road. Get Your Financial House in Order So how do you ensure your home is a blessing and not a curse? Start with a rock-solid financial foundation. If you're not out of debt with a fully funded emergency fund, you're not ready to buy a home. Period. It doesn't matter if it's a buyer's market and you can get a great deal on your dream home. A bargain's not a bargain if you can't afford to keep up with the upkeep. Make your emergency fund your best friend, and you'll be Murphy's worst enemy. And if you really want to make Murphy mad, buy your home Dave's way with 100% down. That's right—pay cash for your home! If you do get a mortgage, you should put at least 10% (preferably 20%) down on a 15-year fixed-rate mortgage. Keep your monthly payment to 25% or less of your monthly take-home pay to give yourself a little extra room for whatever comes your way. Don't forget to set aside a portion each month to cover standard maintenance expenses like yard work and appliance replacement. Looking to Buy a Home? Finding the right home can be the most difficult step for many homebuyers. Dave recommends working with an expert real estate agent to guide you through the process. If you don't have a pro you can trust, try one of Dave's real estate Endorsed Local Providers (ELPs). Contact your ELP today!