Crowning Connections

The Educated Connection

February 23, 2022 Scott DeHollander Season 2 Episode 9
Crowning Connections
The Educated Connection
Show Notes Transcript

Recorded live at the Horry Georgetown Home Builders Association Fall Home Show, Crowning Connections podcast host Rob Clemons interviewed long term friend and local business owner Scott DeHollander of Window World in Myrtle Beach. Scott shares that his tenure in business success has to do with waking up each morning ready to do the work and being the company that is there for their clients. We hope you enjoy this connection! Listen in!


Rob Clemons 
All right, welcome to Crown Connections with Monarch Roofing. I'm Rob Clemons, and I have the pleasure today of having Scott DeHollander from Window World with us. How you doing, Scott?

Scott DeHollander
Pretty good. Thanks for having me.

Rob Clemons
Good. So tell me about the Home Show. How's it going for you so far?

Scott DeHollander
Actually, today was a good day. Yesterday was a little slow, but today, I think people are getting out. So it's great.

Rob Clemons
You have some specials going on over there anything special for the home show?

Scott DeHollander
The biggest thing today is a lot of folks have been interested in the impact windows.

Rob Clemons 
Impact windows.

Scott DeHollander 
That's that's been been the big thing with everybody today. They're tired of putting up hurricane protection. everybody's aware of hurricanes in our area. So the impact class is really starting to pick up.

Rob Clemons
Now how much or impact windows these days? I remember when I was in homebuilding, they were about three times the cost of regular windows. Is that still about the case?

Scott DeHollander
They've come down a little bit? I think what they're doing is they're perfecting the glass a little better. Yeah. So the prices are coming down, but they still are an expensive window. Yeah. So it's it. I look at it. It's peace of mind. I mean, they spend the money, then you don't have to worry about and you can't see what's coming?

Rob Clemons 
Yeah. Well, it's true. I when I was doing the hurricane presentation today with Ed Piotroski. One of the things I was talking about is that these people who have the OSB panels in their garage, if you don't stick those things up, when the storm comes through, you may not get covered by your insurance company. So you have that extra like burden as a homeowner. So it is nice to know you can just if a storm ever comes, God forbid, getting a car drive off, don't worry about it. That's it. We all know how it isn't contracted the minute that you need one of those contractors when a storm is coming, it's already too late.

Scott DeHollander
Right, right. Because we're gone.

Rob Clemons 
Yeah, right. Right. Right. Yeah, we want to kind of survive as well. Right?

Scott DeHollander 
That's right. That's right.

Rob Clemons
Well, tell me, how long have you been in Myrtle Beach area?

Scott DeHollander 
We're actually celebrating our 23rd year here in Myrtle Beach. My wife and I are probably one of the oldest Window Worlds in the nation. We were store number seven in the Window World chain out. And there's over 200 stores nationwide today. So I started with the founder, started with the company as an installer. And here we are today.

Rob Clemons
You started as an installer.

Scott DeHollander 
Yeah.

Rob Clemons
That's amazing. You know, and that's so important for people to know, in. And I've been talking to school kids about this for a while, you know, you can start off as an installer in the construction industry, and then be a very successful entrepreneur, business owner. I mean, and you're proof positive of that.

Scott DeHollander 
Oh, yeah. I mean, I came out of industry. Was in automotive industry for a number of years; in the chemical industry for a number of years. But I always had a remodeling business of some sort.

Rob Clemons 
Yeah.

Scott DeHollander 
And then when the world came along, and I went, my wife said, "Are you crazy?" And then she was asking me, "Are you sure you're doing something legal? You're making more money now than when you were a plant manager?"

Rob Clemons 
I know, it's kind of weird.

Scott DeHollander 
So yeah, I mean, I encourage young people, I get all the schooling you can. But truly, you can make a heck of a living doing what we do.

Rob Clemons 
Yeah, it still amazes me that, you know, I know we're in a different era. But you know that and we talked about this so much. I think the average contractor, the average like working contractor in this country is something like 47 years old now. And that's kind of scary, you know, that young people are not getting in and it's hard to understand why not? You know, why would you rather go work in a retail, not that there's anything wrong with retail?

Scott DeHollander 
Right.

Rob Clemons 
You really go do retail? They get into something where he can get it run your own business and make your you know, good money.

Scott DeHollander 
Yeah. Oh, yeah. Well, and it's hard work. Because, you know, I made you you're out there in the weather, you're out there, you're you're working up a sweat. And it's just I don't know if it's kids today or just I don't know.

Rob Clemons 
No, I gotcha. I will tell you one thing and you know you and I have known each other for a little while now and we've been kind of doing these radio circuits lead up the home shows and stuff, so, when you and I first really got to know each other I was actually doing my was doing All Seasons Rooms and Exteriors.

Scott DeHollander 
Yes. Yeah.

Rob Clemons 
So we tried to do a and honestly we got in with like sort of like a franchisor who was trying to do the Window World model and everything was Window World this and Window World that and I remember we got into this business and and you know, we had some success with it. But honestly, we're never as good as Window World. You just can't be the years of perfection and crafting.

Scott DeHollander
But I think that's what has happened over the years. I mean, there's window companies that have come and gone and most of them have all been with Window World at one time.

Rob Clemons
Yeah.

Scott DeHollander 
As a matter of fact, there's a couple of window companies here in this show that were Window World employees in the past. One right behind us.

Rob Clemons
So you're telling me though but you take good comfort in you know, you know, imitation is the greatest form of flattery so you probably just go to bed till we get about it.

Scott DeHollander
Yeah. In the model, the Window World model is is truly a successful model. And I've even totaled other companies that do other things that, you know, here's, here's an idea of what our model is. If you follow that you can have a successful business, I don't care if you're selling widgets, or key chains or roofing. I mean, you follow that model, and you can make money. And once they learn that, then they can have a successful business.

Rob Clemons 
You know, I totally agree. And sometimes I feel like, you know, when I'm doing my sales training for sales reps, at Monarch Roofing, or wherever I am, I talk about the three questions I want to know from every customer. I'm not going to kind of spend time talking about that right now. But they're the same three questions that would ask any customer buying anything, whether it's a cell phone, or a chair, or a roof. And it's really just about making the connections and all that good stuff. And I just think Window World has found a way to more effectively deliver the end product that will make the customer happy or what they needed. So it's really powerful.

Scott DeHollander 
Educate that customer, so they can make that decision. Don't force what you want them to buy. Just educate them so that they can make that decision as to where they want to put their money, and where they want to put their quality and where they want to get their peace of mind.

Rob Clemons 
You know, one of the reasons I wanted to call this Crowning Connections is because I wanted to take successful businesses, and see if we hear common denominators between each other because you just use the word, educating the consumer. And that's the second time I've heard that recently. And we talked about this at Monarch and it's so powerful, because people often say, how do I sell more products? How do I be the best salesperson? And a lot of times it comes down to education. You know, we're so busy, "Hey, I just want to sell you a product." It's like, No, you can't do a solo project to educate, let them know why they need what they need, and things like that.

Scott DeHollander 
And in turn that salesperson, if they don't know their product, they walk out of the house with a tail between your legs.

Rob Clemons 
Absolutely.

Scott DeHollander 
That customer asks you a question and you don't have an answer. You're leaving without a check in your hand.

Rob Clemons
I'm going to tell it and certain customers more so than others, right?

Scott DeHollander
Oh, yeah.

Rob Clemons 
You occasionally run that customer? Who knows a lot more than you do for some reason? And I don't mean you, but I mean, some of these new cells, right?

Scott DeHollander 
Right. Yeah. And today with with social media and everything else, that customers typically have done their homework before you get to the front door.

Rob Clemons 
Oh, 100%.

Scott DeHollander 
So they know your company before you even get there.

Rob Clemons 
So I want to know something because we, you know, we talked about how hard it is to find good people. So what is the biggest challenge the new salesman at Window World is going to have? Like, you know, if you were to say, hey, look, when I get new salesmen in, they always seem to struggle with this thing. What do you think it is?

Scott DeHollander 
It's, it's the, we're not the high pressure. We're not going to spend four hours in that customer's home and and not refuse that "No," for an answer. We're not that first time close company. That and that's where a lot of that high pressure comes from. And we try to make that homeowner comfortable with what our product is and what our our knowledge is. And then it's an easier decision for that homeowner. And, and that's kind of what a seasoned salesman that's used to that, that four hour sit with a homeowner, they're the ones that are hard to change over to say, you know, listen, you're going in there, you're going to educate that homeowner and then they're going to make that decision. If you're not going to make that decision for him. And a new salesman, it's easier because you can train them the way your model is set.

Rob Clemons 
100% Yeah.

Scott DeHollander 
But it's the it's the seasoned ones that come in that, you know, "Hey, I've been doing this for 30 years," those are the hard ones to retrain.

Rob Clemons 
Well, I was about to say like that, that technique of the four hour hard press yourself, you know, that worked in, you know, 1992! Nowadays, yeah, exactly. I mean, people can Google everything now. So it's like, you know, you think you come in with law knowledge. And you're just gonna pressure them in to it. It's like, it's the opposite of what people are looking for.

Scott DeHollander 
That's right.

Rob Clemons 
Tell me a little bit. You know, one thing that I find great about you, and I'm gonna go back, I'm gonna tell a story that happened with us, you and I, okay. And it really inspired me about the way you see the world. But I'd love you to expand on this after I finished telling the story. So we were doing something it's our annual Roof for Troops program, we give a route to a former veteran or a veteran in the military in need. And so we picked a guy that was unfortunately in a wheelchair from an accident, A military veteran, a marine and I went out to see his house because we already knew we picked him we already knew he's gonna do his roof but I noticed he had a couple of windows that were bad in the house. And I came to Scott, I came to you and I said look you know I'm we're doing this roof for this guy. And I know you probably already done a lot this year for other people, but would you be willing to help put some windows in his house. And you didn't even it wasn't even like he had to think about it. You're just like, "yep, Rob I'm all in" and it was just that easy. That I respected. That I saw a commonality and you know, helping out other people, but tell me why, you know, what, what do you do with charity? And what drives you to do that?

Scott DeHollander 
Well, I mean, we are a big contributor to St. Jude. And on the, on the military side of it through our corporate office, we are part of Veterans Airlift Command. And what that program is, is it's, it's really to take care of injured Vets. Our corporate office has our own plane. We got involved in this in 2008. And the, how we got into it was really kind of neat. The the founder of Veterans Airlift Command, had his own business, had his own plane. He heard about a young man that got injured, he was brought back to whatever base it is out in California, I don't remember now. But the family was in like Montana, they didn't have the funds to get to their son. He heard about it, he actually went and picked up the family brought him to the to the vet hospital to see their son. I mean, the sad story about their son did pass away. But they he found that there was a need for this. And that's when he started Veterans Airlift Command. Well, he heard that Window World had their own private jet, everything else, and he'd approach Window World. And at our corporate level, we've jumped all over it. And each store is allowed to sponsor a mission. And the missions are today, if that family wants to go on vacation, we can sponsor a mission to take their entire family on vacation.

Rob Clemons 
That's amazing.

Scott DeHollander 
They, you think about it, what we go through in an airport. Basically, we got to undress, you know, to get TSA and everything else, you get these guys that have lost limbs, and they virtually have to disassemble themselves to get through TSA, and for what they gave our country, they shouldn't have to go through all that. And that's what Veteran's Airlift is all about. They can go in there, the general aviation, they can drive their vehicle right up to the plane, get out of their vehicle, get on the plane, and get on with their life. And so that's how kind of how we got involved with it. And now we're part of Red, White, and Blue, which is another military initiative. And part of putting these these boys that are coming back, offering them jobs. And, and when you came to me about that again, yeah, it was no sweat.

Rob Clemons 
It was an easy.

Scott DeHollander 
Let's get it done.

Rob Clemons 
Yeah, you know, and sometimes I have to convince people on things. It's like, nah, this is a great guy, and this is it. And you were just all land. And I really respect that. And that's a great program. I mean, look, you know, what we're, you know, Monarch Roofing, we don't have a bunch of locations around the country right now. But I can tell you, that's inspiring. And that's something that I think all companies should aspire to. You're at the Home show here where we're doing our breast cancer awareness, we're trying to raise money for the Susan G. Komen Foundation. And this is one of those things that we do. So we have these bands and every dollar we raise it to show we're gonna match it $1 And get that in. And I think if we can just continue as businesses to be leaders and doing the right thing, and hopefully everybody else will follow, that make sense. So you got your Coastal Carolina gear on today?

Scott DeHollander 
Yeah, you bet. We're on the lead.

Rob Clemons 
Yeah. What was the score?

Scott DeHollander 
28/17. 3rd quarter.

Rob Clemons
Coastal has come a long way, haven't they?

Scott DeHollander 
Oh, god. Yeah, I tell you. We've advertised with Coastal now for about five years. And the stadium, just watching the stadium grow. And once they got in that Sunbelt division, the boys that are in there now are still young. We only lost two players, I say we.

Rob Clemons 
Yeah, of course.

Scott DeHollander 
We only lost two players last year. So I mean, it's really an exciting time for Coastal football.

Rob Clemons 
It's so cool. Because when I went to Coastal, it was a little bit before we had a football team. It was literally just right before we got it. And so all we had was basketball. And I remember I go to that stadium, there'll be like 13 people in the crowd. You're trying to get excited. It's just not quite as fun as what you see now. Just the real enthusiasm. How has the sponsorship helped you as a company?

Scott DeHollander
Well, I mean, we do a lot of the families from Coastal. We did it one time and nothing against but we did post or advertise with the Pelicans. But we found that the Pelicans is more tourists driven.

Rob Clemons 
Okay. Yeah.

Scott DeHollander
You know, people visiting the area and that kind of thing where the the college is hometown. I mean, it's the professors that are there, the families, the local families that have their children go on the Coastal. And my daughter went to USC. To sponsor USC, that takes care of a Window World out in Columbia. Yeah. Locally, right. So I mean, that's where we decided that we were going to put a lot of our dollars and we support the high schools as well.

Rob Clemons
Yeah, it's cool. You know, I can say that as a coastal grad. You know, I grew up in the dorms, right? Like so I say I grew up in the dorms and not literally I was not born in the dorms. Just to clarify.

Scott DeHollander
But my college years.

Rob Clemons 
Yeah, right, right. So it feels but you know, the interesting thing is a lot of my friends, they moved, because they couldn't find jobs, you know. And here we are in Myrtle Beach. And the most powerful thing to me and this almost been a mission of mine since I graduated was like, "Can we get jobs in Myrtle Beach!" or people like young professionals that have skills. And I can proudly say, you know, over a Monarch right now, we did a post not too long ago, we were kind of like some, you know, Teal Tuesday, we're recognized on our Monarch students. And we have, I think, six Monarch students now, that work for Monarch Roofing. As I said, my Coastal Carolina students who work for Monarch Roofing, so just a powerful thing, and it was just really neat to see it. And the whole way it came to be, like most things, is the genius of my employees. You know, I just my employees inspire me every day. My marketing director, Denielle, She's the smartest person around, you know, I'm saying. So, but I really do I get inspired by them. And the whole way it came is I walked into work one Tuesday, and one of my people is wearing a teal shirt, a Coastal shirts. "Oh, nice shirt." And she goes, "well, yeah, Teal Tuesday, Rob." I almost like, "it's Teal Tuesday, of course." And I said, "You know what we need to do? Let's do Teal Tuesday for a while and kind of recognize our students." That really cool thing.

Scott DeHollander
Yeah. That's a lot of fun.

Rob Clemons 
Yeah, I mean, I tell you, I want to get to some more games. By the way. Thank you for the tickets this week. That was very cool.

Scott DeHollander 
No problem, dude. Let's get some of your folks that get some game.

Rob Clemons 
Yeah, for sure. What do you think's the best compliment that you or your business have ever received from a customer? just anybody?

Scott DeHollander 
Oh, geez, that's hard to say. I mean, I always enjoy compliments. People put reviews on Google and that for us, which is great. I mean, that's probably the best form of advertising. Yeah. Because again, with social media, there's so many people today that that'll jump all over. But what I like on a show like this is previous customers that will come into our booth, and say, "I've had your windows, had a guy come in today. So I've had your windows for 20 years, I haven't had a problem with them yet."

Rob Clemons
Holy cow, 20 years!

Scott DeHollander 
20 years, 20 years. And, and not to say that there's windows out there that fail for this reason or that reason. But all they have to do is call us and we take care of it. I mean, we're, we support 100% of all of our customers.

Rob Clemons 
That's a powerful thing.

Scott DeHollander
And I mean, and that's the big thing, and I and I kid that customers that make those comments as "you need stay here at my booth for just a little while."

Rob Clemons 
Right, right, right. Just pull them in. Just lightly have them lead, lead the customers, and I gotcha.

Scott DeHollander
And, and with that being said, and to give you guys a shout out, you did my roof. You did my solar. And I've gotten pictures of at one time we had 15 of your men on my roof!

Rob Clemons 
People don't believe it happens. But yeah, well, you know, the goal is, and you know, it's funny because people want a quality job. But you and I both know, they also don't want to have a contractor working at their house for 4, 5, 6, 7 days, if they don't need to. You know, less time to better. So we have found, you know, we want to dedicate as much as we can to start the day, you had an old roof in the day and you got a new roof. Now, sometimes bigger houses takes a little bit longer. But you know, that's the goal. It comes through the efficiency of the process, which is one thing I know that you guys a window world of done. I want to know one or two more things about you because you're you know, you're a great guy. And you've been really good inspiration for myself. What inspires you? Do you have a certain role model or anybody in your life that just you that you feel like puts you where you are?

Scott DeHollander 
Well, you know, I I would almost say it was a family member. My uncle owned a business up north. We're originally from upstate New York, had a heating and cooling business. Christmas, we'd be out doing no heat calls. I mean, he was just everyday he got up, he went to work, had his business till he was in his 70s and just got up and did it every day. And that really inspired me. And I've kind of looked at that. And that's how I work. I mean, it's you just you get up, you go to work. And you just do it.

Rob Clemons 
And solve some problems.

Scott DeHollander 1
And I tell all my men, I wouldn't tell them to do anything that I wouldn't do. Now, I'm getting a little older, get a little slower. Budt today, I've, aint' nothing for me to throw my tool bag on and go to work right next to the guy. So

Rob Clemons 
So it's a very cool, very cool leading by example, 100%. If there were anything and I kind of like to wrap up with this, if there's anything that you would want your customers to know about you or about Window World that they might not know, what would that be?

Scott DeHollander 
We're here. We're going to be here. My son is a salesman with us. He'll take over the business. Window World's here for the long haul. We're not going anywhere.

Rob Clemons 
That's a powerful message and an important message.

Scott DeHollander 
That's right.

Rob Clemons
You want to know that whoever you go to business with is gonna be there for the long run. So Right very powerful. Scott DeHollander, Window World, thank you for being with us and we'll see you soon.

Scott DeHollander 
Alright, Thanks a lot Rob.

Rob Clemons 
Crowning Connections and Rob Clemons and Monarch Roofing. Thank you.

Transcribed by https://otter.ai