I buy 95% of my asphalt shingles and related supplies as well as about 30% of my sheet copper from the local branch of a national company that I’ll call “XYZ”. This XYZ branch is smaller than the other local supplier (we’ll call them “West”), which I have had customer service problems with on a regular basis in the past.
I’m one of XYZ’s best customers (so they say), and I consider most of the regular employees there friends. XYZ’s service has been perfect. If they tell me the delivery truck will be there between 9 and 10 and it’s not gonna be there ’til 10:05, I get a phone call from the driver by 9:45.
Here’s the rub: We had a hail storm here in June and storm chasers have decended on this area. They all arrived with national XYZ accounts and consequently all their business is going thru XYZ. XYZ’s staff has tripled, the new guys don’t know much (with one exception), and it takes forever to get in there and pick something up. Delivery is iffy (subcontractors), and billing mistakes are frequent.
Do I try to hang in there with XYZ ’til this passes or do I go back to West who’d love to have me back, but will never provide me with the service I used to get from XYZ, but give me better service than I’m getting now?
I also feel for my sales rep at XYZ, ’cause he and the others don’t get any commissions on these national accounts. He has truly been a good friend to me for many years (he used to be a truck driver at West and the manager of XYZ was my sales rep there until she and he left and got the XYZ franchise).
I can’t control who they sell to (they’re unhappy about the stormchaser situation, but they can’t refuse to sell to them), but when I send a guy to pick up a bundle of shingles for a repair and it takes him 2 hours to get it when 15 mins was the norm, it starts to get in my pocket. OTOH, XYZ is more conveniently located than West.
Should I stay or should I go? What’s the big solution?
Replies
Pray for a storm in Nashville .....
Seriously, wait it out. Hurricane season isn't far off .... which means a few storms will push up from the Gulf ... drawing the chasers like flies to fresh-kill.
Seriously, wait it out.
Thanks. You can probably tell that's what I want to hear. I've built my business on honesty and trust, both with my clients and suppliers. I have an incredibly good relationship with these people and I really feel for their predicament. But, they're causing me a predicament. I'll stick with them.
View Imagehttp://grantlogan.net/
I've never met a man that was owed as much as he thought he was.
Grant,
X(A)Y(B)Z(C) did that same thing here after our F4 tornado in March. They should institute the price gouging laws like FL has. That is, commodity item prices are frozen upon the actual storm or the prediction of the storm.
I deal with locally owned suppliers as much as possible, trying to keep the money here.
Chuck S
I deal with locally owned suppliers as much as possible, trying to keep the money here.
Me too, but none of these companies are locally owned. "West" is a regional company (here, Louisville, Indy, Nashville, several others I can't remember). They've chased the production builder's market and have gotten hung up in the low dollar market. They're usually about a dollar a square cheaper, but their service sucks. They've given me $1000 worth of credit twice to come back, but I use the $1000 up and get pissed off and don't give them much more business. http://grantlogan.net/
I've never met a man that was owed as much as he thought he was.
Thanks, guys.
Almost unanimous advice. I know what to do.
View Imagehttp://grantlogan.net/
I've never met a man that was owed as much as he thought he was.
similar situation here Grant-----hail storm a day or so after yours.
Abc is my #2 supplier-------they are closer to my house---but their service has NEVER been as good as another local competitor.
since the hail storm----ABC's looks like a nuclear bomb went off----crap piled every where--- a zillion new faces--none of whom know where anything is
I do business like always with my preferred #! supplier--everything fine--- If I need something from ABC--- for now-- i send my son to get it--as I can afford to pay HIM to wait in line instead of me
If I was you-- I would stick it out with ABC( you usually got better service from them than I ever have)--- in fact I would not even waste anytime complaining or chatting with your rep----- he already knows he's screwed and there ain't much he can do about it------6 months from now----when the hail chasing vermin are gone--THEN have a chat with the rep--he will know you stuck with him----and he will apreciate you even more.
Stephen
Yeah, thanks for the input. I've resolved to stick with them - I just came from a meeting with Laura ( the manager) and told her my concerns. She told me to come find her or one of the people who knew me and they'd take me back in the back and write my ticket and load me 1st. Also, she advised me to call any orders in before I leave to pick them up. That way, they can pull my order when there's stormchaser's waiting in line without them knowing. She's switched the old staff to concentrating on longtime customers and the new people to the stormchasers.
It does look like a bomb went off there also. There were 14 semi's full of shingles waiting to get unloaded there at 9 am yesterday morning. I couldn't even get in the parking lot.
View Imagehttp://grantlogan.net/
I've never met a man that was owed as much as he thought he was.
Grant---when the hail storm hit here june 8-------it traveled along the southern edge of my city ---wrapping around towards the north east.
I live directly in its' path----as a result i have people from the neighborhood knocking on my door to ask me to PLEASE do their roof.
Locally, ABC is located about 5 minutes from my house---right on the edge of the neighborhood----it's never been my first choice----even allowing for it's convenient location---because the service isn't quite what I would like---now it's terible.
conversely----about 12-14 minutes away there is my primary supplier. EXCELLENT service, perfect deliveries---boom AND crane, usually 5-6 counter people--NO WAITING.-- they built a HUGE addition last year---and actually staffed it!
place order at sales counter---and if it's a pick-up order-head outside--and within 3-4 minutes--out it comes--usually 2-3-4 guys along with it to load it into your truck.
It's faster-even counting on the 25 minute round trip drive time to head across town to this supplier--than to wait in line at ABC-----even if ABC is only 5 minutes away.
BTW-----ordered a new truck this week---suitable for pulling dump trailer. didn't you say you got a good deal on your trailer from somebody up here by me?????????--wanna fess up WHO from--or any of the details?
Truck will allegedly come in 6-8 weeks--then a couple -3 weeks to get the cap situated---------- currently investigating dump trailers---and somewhere close by to park it----work load already sold for next year is BRUTAL----and my current debris disposal system would not hold up under next years demands( and unfortuneately neither will my "no employees" lifestyle
anyhow--any tips on the dump trailer will be much appreciated.
stephen
Here's the company's website:
http://www.appalachianmfg.com/DUMPERPAGE.htm
I've got the 6x12. Mines about 3 years old now and no problems except I had to replace one of the lights and the chains broke off the tailgate. Just need to be rewelded.
I built stake sides for mine rather than buying theirs. They're easily removable for forklift loading from the side. The wheels under the bed make it more maneuverable around the job site - not as wide overall.
View Imagehttp://grantlogan.net/
"he ot the placed closed down whyyy thhhattt nnooo gooodddd" - sancho
ABC lost our business last year because we couldn't get good service. It would take at least an hour to get loaded. The storm chasers have now left Indy and we are sticking with Shelter. We get better pricing and better service. But hey, ABC had record profits last year. I hope they enjoy them!John
J.R. Lazaro Builders, Inc.
Indianapolis, In.
Shelter is "west". They truly suck. ABC's service normally is heads and tails above Shelter's. Right now, I have a 2 year old charge on my Shelter acct for $65. Don't know what it's for and can't get them to tell me what it's for or get it off my acct.http://grantlogan.net/
"he ot the placed closed down whyyy thhhattt nnooo gooodddd" - sancho
I assumed that. Our West Roofing became Shelter. ABC's service and pricing was excellent before the storm. They lost sight of the little guy and catered to the storm chasers that were buying lots. The storm chasers have left town now (thank God!) and I know others that left ABC for the same reasons. If I ran short a bundle or two on a job, I didn't have an hour to sit and wait for them to load on my truck (did it twice). Now we switched to Shelter who gave us better pricing, short load times, and very good service. There are probably 5-6 big roofing suppliers here to choose from.
We had the same issue with concrete a few years ago. Our supplier was pouring the big commercial jobs and lost sight of the little guys. We opened an account with a competitor of theirs, made it very well known to them, and left them for a while. Salesperson courted us, made promises, and delivered. We went back and never had any more issues.
Slow and steady wins the race.John
J.R. Lazaro Builders, Inc.
Indianapolis, In.
I would stick it out with XYZ. This is a momentary deal in my opinion. We have all had that sudden surge of business where we are chasing our tail to keep it together and work our butts off to keep our customers happy............sometimes we fail. I would however point out on occasion to your rep your irritation if for no other reason then you might get some points from him down the road when things settle down. Hope it works out. DanT
I would however point out on occasion to your rep your irritation
He's been hiding out in my shop to get a break. As I said, he's a close friend who understands the local market very well. It hurts him as much financially as it does the local companies that he reps to. That's the problem. Laura, Danny, and Dominique (manager/rep/inside sales) are three of the finest people I know and are all kissing my butt (and Chalio's - my shingle forman). But they're seldom at the sales counter these days, These new people are wanting to see my driver's license, but they know the storm chasers, cause they're in there 5 times a day.
I'm gonna stick with them 'til it hurts bad. Thanks, Dan.
View Imagehttp://grantlogan.net/
I've never met a man that was owed as much as he thought he was.
One thing that L,D,&D might do that could help both sets of customers is sorta split their processes in two; a stormchaser, call it Fast Trak or something, division, and a locals division.Put all the new help in the Fast Trak dept, from the yard boys all the way to the top, and put it in its own cost center. When the storm chasers leave, they could close out that cost center.That way, both SC's and old timers could get the kind of sales that is most appropriate from personel that know them personally.SamT
I'd call your rep and explain why you're unhappy, be frank, mention you've considered switching back to West and see what happens. If they value your business as much as they seem to to you should see an improvement.
I'd also remind them that is a short term "boom" for them and you're in it for the long term.
Have a sit-down with the management at ABC and things will get better mrginally for a month or so, then slip back again until the rush is gone.
I'm going through similar with my suppliers due to lots of local growth. Frustrating, but I keep in touch with management. one outfit has canned a driver in large poart due to my communications and things did get better since I have some contact and influence training their new driver.
Welcome to the
Taunton University of Knowledge FHB Campus at Breaktime.
where ...
Excellence is its own reward!
I kind of agree with the others.
Have a set down with AR and/or manager.
Be honest about the problems and you might need to, but don't want to, go to the competitor.
A pin point a couple of the worst problems and how can you solve it.
For example an "express lane" for when you send someone to pick up a couple of bundles.
.
A-holes. Hey every group has to have one. And I have been elected to be the one. I should make that my tagline.
Wait it out ABC is really good in our neighborhood too and your relationship with your rep is worth sticking around for. He'll remember you stuck with him when times were rocky and will serve you better in the years to come. Mention to his super what a great rep he is and boost him up a bit while your at it. I helped my rep at Ferguson get a promotion and they all treat me like a king down there. Loyalty is a two way street.
------------------
"You cannot work hard enough to make up for a sloppy estimate."
I think you should talk with the people you know at XYZ and explain the situation. It may be possible for you to arrange for your pickup crew to get preferential treatment.