Independents have a powerful secret asset
Last week, I rode along with one of our truck drivers to deliver building products to a number of our dealer customers in New England. That trip gave me a somewhat different view of our customers – some of the people I met thought I was producing a reality show – but it convinced me all over again that the independent dealer will continue to have a starring role in the building products industry for a long time to come.
My delivery tour of our customers put me in touch with a different set of people than I normally see when I visit our customers. Instead of senior managers and sales executives, I met the people who actually handle the products we sell. I talked with warehouse workers, forklift operators and receiving managers, and it’s clear to me that the commitment to business success and customer satisfaction found in the management suites is equally shared by the people on the front lines. That is unique to independently owned and operated businesses.
I’m not sure how the national chains with tens of thousands of employees get those employees to care about their jobs and their customers, but the independent dealers – at least the ones I saw last week – have figured out how to do just this. Maybe they can do it because the number of employees is relatively small at most of these locations; maybe it’s because managers of independent dealers and their employees work closer together on a day in day out basis than their counterparts at the big box stores; maybe it’s because they have a closer relationship and a greater empathy with the customers they serve; and maybe it’s because they have more experience handling the products they sell.
Whatever the cause, the people who work in the warehouses and in the yards of the independent dealers I saw last week are a real competitive advantage for independent dealers. They work hard; they take their jobs seriously; and they want to do a good job for their employers and their customers. They also seemed to care about their vendors. This is a good thing, and it is just one more reason why I believe the independent dealers have a winning formula for success in the competitive market for building materials. It’s also why I believe Wolf is right to stake its future on the independent dealer.
About Tom Wolf
Tom is a sixth generation owner and pioneer. With degrees from Dartmouth, MIT and the University of London, plus more than 30 years in the building materials business, you’ll find Tom’s insightful, eclectic viewpoints to be both stimulating and entertaining.
Comments:
1. John Griffiths Posted at 9:09 AM on 12/13/2011
I clocked one of your trucks going 95 MILES AN HOUR going west on Interstate 78 at 3:10 PM on 12 December 2011! The driver also was weaving in and out of traffic and tailgating cars on the road.
If your vehicles are equipped with Satellite navigation, I am sure you can review the records from yesterday to confirm my comments.
The Trailer Number was 2833 and the license plate for the trailer is Pennsylvania XFE 6479
If I had had my cell phone near, I would have reported the driver to the NJ State Police.
As a businessperson, I am sure you are aware of how poorly this driver represented your company. in addition, if there had been an accident, think of the financial cost that your company would have incurred as a result of your driver’s extremely irresponsible actions.
Please feel free to contact me at 908-353-6818 x233 to the discuss the issue.
Respectfully,
John Griffiths III
2. Tom Wolf Posted at 3:24 PM on 12/14/2011
Dear John,
I actually wrote this reply yesterday and posted it to my “Complaints” piece, but I’m posting it here as well to make sure you see it. As I said yesterday, I appreciate your note. I’m sorry for the problems the incident with our truck caused you. I have already followed up on your complaint. Our trucks have governors that are supposed to limit them to legal speed limits (i.e. speeds well below 95 miles per hour) but it is possible that at least one of them is not functioning properly. And you are right about a satellite tracking system. We do have GPS so we should be able to carry out a full investigation. Someone will call you to discuss this with you. In the meantime, thanks very much for taking the time to register your important complaint. We’ll use it in our continuing effort to become a better company.
Sincerely,
Tom Wolf
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