Know Your Numbers Part 2: The Go-Back Monster with Greg Stowell of Clinton Glass

  23 October 2023


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The Lost Art of Personalized Sales: A Plea for Authentic Engagement

Hello friends,

I learn much about sales techniques from the salespeople I encounter daily. Many of the lessons I learn are strategies to be avoided. Of all the calls, spam emails, and even the good old-fashioned junk mail that comes my way, I rarely see a sales pitch that impresses me. Mostly they are lame, boilerplate solicitations that were obsolete decades ago. It blows my mind. These approaches are fine if someone is selling toilet brushes, or something similar. But I’m talking about individuals that are trying to sell valuable services and merchandise. In fact, I will be less likely to do business with a company in the future that approaches me with a lame sales pitch today.

Most of the offers that I am approached with are for products and services that I have absolutely no use for. I’m someone who puts a lot of my business out there, so it would only take a few minutes to learn a little about me before the initial contact. Salespeople don’t take the time to do that. It’s hard for me to believe that these sales techniques work at all, but I guess they must. Otherwise, why would so many people take this approach? Nowadays there are so many extremely low-cost methods to reach people that, even if you only close one in a thousand calls, it’s worthwhile to try, I suppose. I have nothing against salesmen… I’m in sales myself.

I like LinkedIn as a platform for making business connections. But I do get tired of the constant sales messages. Nearly every time a person makes a connection request, it will be quickly followed with a sales pitch of some sort… likely a really lame one. It’s not that I don’t want to be bothered by them, I just find it a bit sad. I love being in sales because it’s fun. People are interesting and there’s a lot of room for creativity. What’s funny is the fact that they seem to feel I owe them a response, even though the offer was unsolicited. I get follow up messages that say, “did you read my last email?” No, I didn’t. I’m not going to read this one either… Tune in next week for another rant!

-Chris Phillips 

Navigating Shower Door Installation Go-Backs with Guidance from Greg Stowell of Clinton Glass

Greg Stowell Clinton Glass presentation


Hello Shower Door Pros!,

In our recent session, Greg Stowell from Clinton Glass delved deep into the realm of minimizing shower door installation go-backs. These are the job callbacks that, unfortunately, drain a company's revenue. Here's our digest:

The Financial Impact of Go-Backs:

  • Go-backs aren't just an operational inconvenience; they hit the bottom line hard. Imagine this: a business generating $1M annually and grappling with a 50% go-back rate is inadvertently saying goodbye to $250k each year.

Primary Culprits Behind Go-Backs:

  • Four areas frequently trip us up, leading to go-backs: lapses in measurements, missed checks, fabrication glitches, and installation slip-ups. The first two, measurement and checking missteps, are the usual suspects. Refining these areas can create a marked decrease in go-back incidents.

Strategies to Curb Go-Backs:

  • A proactive approach starts with identifying your existing go-back percentage. Embrace gradual milestones, like shifting from a 50% to a more manageable 40% go-back rate, and evaluate this on a weekly cadence.

Introducing Tighter Processes:

  • Capitalize on comprehensive checklists to reduce measurement and checking errors. Digital solutions, such as Dropbox, can be pivotal for safeguarding measurements. A non-negotiable aspect? In-depth quality assessments before finalizing installation schedules.

Open Dialogue During Go-Back Occurrences:

  • Absorbing the costs associated with go-backs and refraining from a blame game is essential. Transparent discussions with affected customers can foster trust, leading to enhanced reviews and word-of-mouth referrals.

The Silver Lining of Reducing Go-Backs:

  • With a downturn in go-backs, expect an uptick in profit and operational bandwidth, paving the way for superior project engagements. In essence, curbing go-backs is a realistic strategy to elevate profit trajectories.

Next Steps Post-Webinar:

  1. Gauge your current go-back statistics and chart out a forward-looking improvement trajectory.
  2. Deploy refined checklists tailored for the measurement and verification stages.
  3. Commit to a weekly analysis of go-back statistics, ensuring alignment with projected targets.
  4. Survey the digital landscape for tools enhancing measurement documentation and communication.
  5. Craft proactive communication templates to deploy when faced with go-back situations.
  6. Evaluate the potential profit surge correlated with a 10% dip in go-back instances.
  7. Allocate time during the upcoming team huddle to dissect and discuss these insights and proposed amendments.

Here's to impeccable installations,

Shower Door Pros Facebook Community

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The “Sticky Hand” is a brilliant utility that is 3D printed here in our facility in California. The item works for 3/8” glass and 1/2” glass so you only need one version of the device. The design allows it to be temporarily attached to a wall using tape and allows the glass to be balanced in place for a moment to free up the hands of the technician. This tool is based on the “Extra Hand” and offers some additional benefits. Primarily, the tool is specifically adapted to be used with enclosures that utilize a header.  

Sticky Hand

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