Archive for December, 2006

How to solve the house inspector problem

Tuesday, December 5th, 2006

John Leech
Sun

The debate on how best to ensure that the public has access to qualified and accountable house inspectors has made for some compelling TV of late. This debate, unfortunately, has not produced solutions.

The minister of public safety and solicitor-general, John Les, has indicated that the public must make informed decisions when selecting a house inspector.

The challenge, as Sun columnist Vaughn Palmer correctly noted, is how to determine which inspectors are competent. This is not easy, given that any group can set up shop and claim to be certified, registered, licensed or accredited, with little or no basis for making such claims. The current approach is not working for consumers.

And while we agree with the minister when he questions the need for the “heavy hand of government,” and the usefulness of industry regulation, the Applied Science Technologists & Technicians of B.C. believe that we have a workable, common-sense solution.

First, we need a balanced approach involving consumer awareness and regulatory reform.

Second, government wants a non-restrictive approach to regulation where consumers are not compelled to engage a house inspector, but when they do they are assured that the inspector is professionally certified and accountable.

Third, we need a uniform standard for certification, a single certification body and the involvement of a broad group of stakeholders and consumers in the process.

Finally, we need to provide industry and those working in the sector time to transition into the new system, so that legitimate people’s livelihoods are not threatened.

How does this roll out in real terms?

First, the Business Practices and Consumer Protection Authority should be granted the authority to license those house inspectors who choose to seek and achieve professional certification and offer their services as an inspector.

Second, certification should be managed by ASTTBC, the one organization in British Columbia with a government-sanctioned mandate and the organizational capacity to fully govern the certification of house inspectors.

Third, the BPCPA governing board should initiate a broad consumer awareness program.

This model does not compel inspectors to get certified; does not compel consumers to hire an inspector; brings together all key stakeholders to provide oversight for the certification initiative; does not involve a new government bureaucracy or legislation, and enhances consumer awareness.

John Leech is the executive director of the Applied Science Technologists and Technicians of B.C., a self-governing professional association of 9,000 technologists, technicians and technical specialists.

© The Vancouver Sun 2006

 

 

Cool sales may slow price rise

Tuesday, December 5th, 2006

Province

Residential real-estate sales in Vancouver cooled a little more last month and could slow the rise in prices, the Real Estate Board of Greater Vancouver said yesterday.

It said sales last month decreased 19.7 per cent to 2,358 units from 2,938 sold a year ago. But new listings also decreased by 3.1 per cent to 3,168 units compared to the 3,271.

The total number of active listings increased by 30.6 per cent to 11,308 units compared to last November 8,659 units. “This is the first time since April 2006 that we’ve seen new listings tighten in comparison to the same period in 2005,” says board president Rick Valouche. He said the market is in balance and good for both buyers and sellers.

Sales of apartment properties decreased by 11.5 per cent to 1,050 sales last month compared to 1,187 a year ago, but the benchmark price of $329,537 is up 17 per cent from one year ago.

Attached property sales decreased 22.2 per cent to 404 sales from 519 while the benchmark price of $410,085 rose 17.9 per cent. Detached sales decreased 26.6 per cent to 904 compared to 1,232 sales a year ago. The $647,562 benchmark price is up 14.3 per cent.

© The Vancouver Province 2006

 

SNOW REMOVAL-This time council is wrong

Sunday, December 3rd, 2006

SNOW REMOVAL: Roadways and driveways are usually common property

Tony Gioventu
Province

Dear Condo Smarts:

We live in a 78-unit townhouse complex in the Fraser Valley. Just as the snow started falling on Saturday, all owners received a notice through our doors advising that it was each owner and tenants’ responsibility to clear our sidewalks of snow and ice, and the areas immediately in front of our garages and the roadways.

Evidently, in a moment of insanity, our strata council decided to spend our snow removal money of $1,500 on Christmas lights a few weeks ago without telling anyone.

Many owners have tried to pitch in, but we simply have too many elderly owners to do the job. Needless to say our driveways and roads are treacherous sheets of ice.

Two questions: 1. How can the strata spend the money without our knowledge? 2. Where do they get the authority to order us around?

— Snowbound in the Fraser

Dear Snowbound:

To answer your second question first — bottom line, they can’t. The strata may only enforce bylaws and rules created and ratified by the corporation.

In most townhouse complexes, the roadways and driveways are common property, and neither the act nor regulations permits a bylaw or rule that makes owners responsible for the maintenance or repair of common property. That includes snow and ice removal.

Consider for one moment who pays the losses if the strata do not maintain the snow and ice removal and someone falls and is injured or worse. Who will be sued? The strata corporation.

It’s also cheaper and more efficient to contract one company to do all of the work.

On the darker side, because the cost of the lights is more than $1,000, the strata council would have required a 3/4-vote of the owners at a general meeting before they purchased them, so the council is erring twice here.

Your owners should address this matter either at your next AGM or at a specially petitioned meeting, the sooner the better.

The snow and ice pose an immediate threat to the safety of residents and visitors, and may prevent emergency vehicles from accessing your properties.

Your strata council needs to take immediate steps to ensure your property is safe and accessible.

Tony Gioventu is the executive director of the Condominium Home Owners Association (CHOA). Contact CHOA at 604-584-2462 or toll-free 1-877-353-2462, fax 604-515-9643 or e-mail [email protected]

© The Vancouver Province 2006

 

Mike Holmes’ latest reno tool

Sunday, December 3rd, 2006

The pen: NEW BOOK: Contractor walks homeowners through the process

Yvonne Jeffery
Province

The way Mike Holmes sees it, not doing your research before starting a home renovation gives you about the same odds as playing the slot machines.

Contractors can ring up as good, bad or ugly, says the star of the hit HGTV show Holmes on Homes. Since he figures the good ones make up only 20 per cent of the market, he’s traded his hammer for a pen to give you an edge.

Make It Right: Inside Home Renovation with Canada’s Most Trusted Contractor (Collins, $39.95) is the result. The book walks homeowners through the entire renovation process, from the dreaming and planning stages to maintaining your home once the work is complete.

“I can only be in so many places at once,” Holmes says by cellphone from a rooftop renovation earlier this week.

It’s a frustration Canada’s construction hero has expressed before. E-mails telling of renovation horror stories flood his production team by the thousands, but the show can only help a limited number of people each year. Hence the book, which joins a line of work wear and a charitable foundation in the rapidly expanding Holmes empire.

“(The book) is giving readers a helping hand,” Holmes says. “In a way, I’m with them from the start.”

Make it Right is thorough, refreshingly opinionated and accessible. Beginning with the planning process, Holmes covers who to hire and how to hire them, plus the inner and outer workings of your home (and why you need to know this). Kitchens, bathrooms and basements get their own chapters, then Holmes wraps things up with home maintenance.

“I’m trying to educate people on the home that they’re living in,” he says. “Too often, what people want to see is what the finish is — it’s as if the homeowner and the contractor don’t care how it was built. If you want to protect it on the inside, you have to build it right on the outside.”

That means understanding how to make a home watertight and yet well ventilated before worrying about the profile on the crown moulding. Holmes’s overwhelming message is to go slow.

“That’s the No. 1 rule — slow down,” he says. “What are you in a hurry for? After slowing down you need to educate yourself. And No. 3, check out your contractor — three golden rules to live by in my world.”

Holmes says it should take more time to plan the job and find a contractor than to get the work done. If not you should be worried, because that’s when mistakes happen — especially when it comes to moisture, which is one of the biggest problems he ends up fixing.

One of the book’s strengths is Holmes tells you which materials he recommends where, and why.

The Holmes Foundation, launched last April, wants all residential renovation and construction in Canada to be done right — the first time. Its efforts are focused in two areas: supporting the skilled trades and helping families left impoverished by unqualified contractors.

The first family is already being helped. Faced with a situation where the only practical solution was to pull their house down, Holmes did just that. The new house is almost halfway complete, built using Holmes’ ideas for a watertight, environmentally sustainable, reasonably priced home.

“I’ve always said that we can build a home that won’t burn, a home that won’t flood, a home that won’t mould. I think I’ve spoken enough — now I’m doing it.”

Television coverage of the home’s construction should air in early spring.

“You’ll see lives change back to normal, back to the good,” Holmes says, “and at the same time you’ll learn about good building practices.”

© The Vancouver Province 2006

 

Palm smartphone includes camera

Saturday, December 2nd, 2006

Sun

Palm Treo 700wx, $400 with a three-year contract with Bell Mobility, or $200 when a voice plan and minimum $60-a-month e-mail & Internet data feature.

This smartphone from Palm uses Microsoft’s Windows Mobile operating system and Bell’s high-speed network and is aimed at the mobile workforce, especially those who really need something fully integrated with Microsoft offerings. Also includes a 1.3-megapixel camera, integrated Bluetooth 1.2 for communicating with headsets, car kits, computers and printers, and an expansion slot for more memory.

PANASONIC LUMIX FX07, LIMITED EDITION DIGITAL CAMERA, ABOUT $550.

Every so often we like to tease you with products that are only available in Japan or Korea. Not that this model of the Lumix FX07 is any different inside, or in its photographic capabilities, but, hey, it sure is dramatic on the outside — with a number of different exterior looks available in editions of 500 in the Japanese marketplace. Sure, the FX07 comes in different colours in North America, but nothing like this. And, just to make it even more worth having, it comes in a paulownia wood box, so that the person you give it to (likely yourself) will feel all that much more special.

SAMSUNG HL-S5679W LED LIGHT-SOURCED, REAR-PROJECTION DLP HIGH DEFINITION TV, $4,300.

If you’re at all up to date, you’re going to be using LED lights on the tree this Christmas, and so why not be the first to use them to provide the illumination for your HDTV? Red, green and blue high-powered LEDs sequentially fire to produce, according to Samsung, smooth, stable colour. And since DLPs need to have a lamp replacement, another advantage is that the LED light engine provides longer life. Oh, and in case you even knew there was mercury in this kind of TV set, this one is mercury-free.

THERMOHAWK TOUCHLESS INFRARED THERMOMETER IN 200, 400 AND 400L MODELS, $40, $50 AND $90 US RESPECTIVELY.

You might well ask yourself “just what the heck am I going to do with an infrared thermometer?” Well, if you like to modify your computer with a special case, or you’re the kind of person who fools with the innards of computers, then this will identify hotspots on cases and on motherboards. There’s no contact needed. Just point the ThermoHAWK at the spot you want to measure and press the test button. You can find this device online at places like ThinkGeek.com and FusionTank.com.

© The Vancouver Sun 2006

 

Green Communities – Jameson House

Friday, December 1st, 2006

Other

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Current real estate lull may not last long

Friday, December 1st, 2006

Other

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investors scramble for stake as demand for upscale seniors’ housing explodes

Friday, December 1st, 2006

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Successful Customer Service Tips for businesses

Friday, December 1st, 2006

Maura Gallagher Ardis
Other

Why is good customer service so important? In short, it’s good for your business’ bottom line.

“Increased loyalty can bring cost savings in several areas: reduced marketing costs, lower costs in contract negotiations and order processing, reduced customer churn expenses, increased cross–selling, and more positive word–of–mouth, reducing acquisition costs,” according to the article Emotional Intelligence Takes Customer Loyalty to a Higher Level by Michael Greenbaum.1

Following are ideas that will help you show your customers how much you really do care.

Communicate

Keep your customers informed. Regularly update them on the specifics of their relationship with your company, recent changes or news about your business, and what’s going on in the general marketplace of your industry. “One of the most important things to communicate to a customer is how they can use your product or service more effectively,” says Joanna Brandi, author of Winning at Customer Retention, 101 Ways to Keep ’em Happy, Keep ’em Loyal, and Keep ’em Coming Back.

Brandi recommends communicating via phone calls, emails, newsletters, direct mail, and postcards — all are valuable (and proven to be successful) ways to contact your clients.

Be sure all written business communications are clear, concise, and grammatically correct. Also, remember to include a line that states how much you value the person’s business.

Convenience

If you want people to keep coming back to you, you have to make it easy for them. Brandi summarizes the current consumer mentality as “It’s 24/7, you’ve got to give it to me where I want it, you’ve go to give it to me when I want it, you’ve got to give it to me how I want it.”

Simple changes you can make include, not keeping customers on hold, reducing the number of buttons people must press when using an automated phone answering system to reach a service representative, and changing your voicemail to let people know where you are and when they’ll hear from you.

Do it on their timeframe

Ask customers when they need an item or service, answer phones swiftly, deliver packages promptly, and be sure your Internet pages are up–to–date and load rapidly.

Do it their way

We are in an era of mass customization. “Everybody wants it their own way. Everybody wants to be able to feel like what you’re doing for them is special, even if it’s not. It needs to look special for that customer,” says Brandi.

How can you possibly keep up with all of your customers’ needs and desires? Brandi suggests using a Customer Relationship Management system. These databases track essential information like contact information, purchasing history, and buying habits.

Consistent experiences

Yes, you want to surprise and delight your customers, but you also want them to know they can count on a certain level of service from you every time. To accomplish this goal, you need to understand customer expectations and then develop quality standards. Be assured, if you provide exceptional customer service, people will talk.

Ask customers

Consider establishing a customer advisory board to learn more about your customers’ wants and needs. Asking simple questions like what’s new in their businesses, what’s new in their lives, and what would they like to see from your company in the future can help you gain valuable insight.

Recovery skills

Customers will remember their last experience, according to Brandi, and they may or may not give your company a second chance, especially if you make a mistake. “We have a small zone of tolerance for screwing up,” says Brand, “but unfortunately, because of the pressure everybody’s under, the customer’s zone of tolerance is shrinking.”

Sit down and think about everything that could go wrong during a transaction with your company. Decide how you would solve each of these situations and then get this information out to your employees. Empower your employees, so customers won’t be passed from one person to the next to the next — a reality most find very frustrating.

Really care

One of the top reasons customers will stop doing business with you is because they think you don’t care about their business, says Brandi. She recommends treating customers with compassion and trying not to make them feel foolish.

Offering quality products and services is just the start to making customers happy, Greenbaum says “customers look for positive, emotionally sensitive, and memorable experiences. Delivering this gives you a competitive edge over those who merely offer high–quality service.”

Satellite radio firms expand their orbits

Friday, December 1st, 2006

Providers add new features, branch out to cellphones, auto market

Peter Wilson
Sun

A year after satellite radio launched in Canada the initial buyer frenzy is over.

A year after satellite radio launched in Canada the initial buyer frenzy is over.

With some 300,000 subscribers to Sirius Canada and XM Canada, the urge to splurge on hundreds of channels of commercial-free music and talk — brought on by years of regulatory dawdling — appears to have dwindled.

But that doesn’t mean the excitement is over.

“Last December just smoked because people were rushing in to get satellite radios, due to pent-up demand,” said Wynne Powell, president of London Drugs, which sells both the Sirius and XM brands.

“So last year’s figures were probably over-inflated, but we do think we’re going to have a strong Christmas again, just more orderly,” said Powell. “And people do seem to like to buy them as a Christmas gift.”

Particularly enticing this year could be receivers that allow users to add their own MP3s, and record satellite radio shows.

To add to the mix, entire new markets aside from retail plug-and-play are in the near future:

– Cable companies like Shaw will likely offer satellite radio packages — as a premium service — within the next year. And it may also be offered by satellite TV companies eventually.

– Satellite-ready vehicles from automakers like Toyota, Honda, GM, Ford, Chrysler and Nissan are either on the road or about to hit it.

– XM Canada already has a deal to have its programming carried on cellphones, and Sirius might follow.

And, despite ominous predictions that satellite radio is facing a threat from the seemingly omnipresent iPod juggernaut, industry analysts Yankee Group foresees continued adoption in Canada.

“At the moment, I’m sticking with my forecast of a total user base of just under 2.4 million by the end of 2009,” said Jeff Leiper, Yankee Group’s Canadian research director, who plans to revisit his prediction after the Christmas sales figures are in.

He said that holiday sales would depend on whether or not those who are already subscribers recommend satellite radio to their friends.

Judging by subscription figures released recently, Sirius Canada — with 200,000 paying subscribers — seems to be the clear winner over XM Canada with just under 130,000 subscribers (91,000 of whom pay for their service).

However, that’s more than a little deceptive, since the Sirius numbers (which include the claim that they represent seven out of every 10 units sold at retail) are as of late November this year, while XM’s date from the end of August.

“We’re happy with how we’re doing, and good numbers are good numbers, whether they’re for Sirius or for us,” said XM Canada president Stephen Tapp. “It means that the category is healthy.”

Powell confirms that, at least at his 64 London Drugs stores across Western Canada, the seven-to-three ratio in favour of Sirius is correct, possibly because of the type of people who buy the product.

It’s people who travel a lot, like truckers or any travellers, especially those who go into remote areas like Grande Prairie or Gibsons or even Prince George,” said Powell, who added that outside of the Lower Mainland Sirius’ coverage is better.

“I feel sorry for XM because I think their service is very challenged to provide sufficient signal in the areas that want to buy the product.”

Sirius Canada CEO Mark Redmond said he attributes the lead to a combination of content — including the lure of the offerings of CBC, a part owner of his company — marketing, and better coverage.

“The only reason XM was ahead of us in the States was that they launched before us there,” said Redmond. “From day one, we said that under no circumstances are we going to be less than 50 per cent of the market, and we want our unfair share above 50.”

However, XM’s Tapp said that he expects what he sees as his company’s superiority in the automotive market to even things out.

“We have under contract the makers of approximately 60 per cent of the cars sold in this country,” said Tapp. “That includes General Motors, Honda, Toyota, Nissan and Suzuki, and another one we’re negotiating with.

Sirius’ Redmond challenges this, saying that the automotive playing field will be more like 40 per cent to 40 per cent, when all the deals are signed and in. (The other 20 per cent involves vehicles that offer either service.)

Since Sirius Canada is a private company, there are no figures available as to how it’s doing financially, but XM Canada, actually Canadian Satellite Radio Holdings Inc., had a loss of $103 million for its first year ending Aug. 21, although revenue was up 46 per cent to $3.4 million in its final quarter.

CSR shares (TSX: XSR) have plunged from their IPO price of $16 a share to close Thursday at $7.65, although that’s up from the yearly low of $6.19.

Although neither Sirius Canada nor XM Canada will say exactly what will happen with cable and satellite delivery of their services, they are both highly interested in the new market.

Shaw Cablesystems President Peter Bissonnette said that his company would definitely be asking the Canadian Radio-television and Telecommunications Commission — which has already approved Rogers Cable in the East — for the right to carry satellite radio offerings, and will sell it at a discretionary price.

“No pricing at this time, as we need to review the overall radio carriage strategy,” said Bissonnette.

Ontario-based consultant Michael Urlocker, who specializes in what are known as “disruptive innovations,” says the iPod is a particular threat to satellite radio.

“Unfortunately, the problem that satellite radio was built to solve, which was ‘Give me lots of music in my car,’ has been solved by the iPod,” said Urlocker. “So the satellite providers could continue to try to solve that problem, but they will get increasingly nowhere doing that.”

Arguments that the iPod, which plays MP3s, offers less quality of sound, don’t wash with Urlocker, especially if the music is in a car where road and other noise is a factor.

Not unexpectedly, Tapp and Redmond disagree on whether the iPod is a threat.

“The iPod is essentially one-dimensional. You have to program it. There’s no surprises. There’s no sense of discovery. It’s not live, and it’s just music,” said Redmond.

Tapp, whose company offers a similar receiver, the SL100, said that in its entire history iTunes has generated $1.5 million in revenue, while satellite radio could well generate $1.8 billion in 2007 alone.

[email protected]

SATELLITE RADIO IN CANADA

$14.99 a month from both providers with deals, depending on length of contract, etc. Cost of radios is subsidized.

Sirius Canada had 200,000 fully paid subscribers as of mid-November 2006.

XM Canada had 91,200 paying subscribers as of Aug. 30, 2006. Another 30,000 do not pay.

The Yankee Group predicts the number of subscribers in Canada could reach 2.4 million by the end of 2009.

Canadian subscriber profile, according to the Yankee Group, from its 2006 technologically advanced family survey:

27.5% are also digital cable subscribers

45% also subscribe to satellite TV

25% have two MP3 players, far above the national average of 10.3 per cent.

Big 3 Heaviest areas of subscribers are Ontario, Alberta and B.C.

40% are from what Yankee Group calls “early mass adopters”.

AOL CANADA ADDS ANOTHER CHOICE

As if there weren’t enough competitors in the music business for the likes of this country’s two satellite radio operators, now AOL Canada has stepped in with yet another alternative.

AOL Radio, with more than 170 stations of commercial-free music is now online at www.aol.ca/radio

And the channels — which range from hip hop to Workout Songs to One-Hit Wonders to jazz and classical, and include Japanese pop, Bollywood sounds, and African music — are all free.

AOL Canada said the music is ideal for those who want to listen in an office setting.

© The Vancouver Sun 2006