Zen Windows - Doing Replacement Windows Differently

In the 1980s, Daniel Wolt was in the middle of it all. He sold windows the traditional way, the hardsell way. The long vigil in the kitchen with the window props. The gimmicks, the tricks. You've got your big salesman's case and you set it up and voila, there's a little display window inside. Show them the double panes, the triple panes. Show them the light-meter. Talk argon gas, krypton gas.

Blind them with statistics and props and gimmicks. Wear them down until they can do nothing but sign on the dotted line.

It was like Glengarry Glen Ross but with windows instead of Florida swamp land.

Dan Wolt had had enough.

One day, sitting in a clothing store, he saw how true customer service worked. "Sir, would you like to see that in other fabrics?" "Can we loosen up the inseam for you?" Simple and easy. Low pressure. No games, no fuss. No calling up the regional manager to get a price markdown. No putting on the Salesman and Customer masks. Just two people talking: one person giving the other person straight, honest information.

And there were other things.