After a conversation I had today…..we were both wondering.
So, assuming you deal with a hardware store/timber yard etc and have a rep….what do you get for your business?
I ask this not cos I think that anyone SHOULD get ‘stuff’…..just wondering if and what?
Not an exponent of the DILLIGAF system.
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Replies
At my local timber yard they give me pencils. The pencils are best timbers I get from them . :)
Most of the suppliers that we deal with do not have reps at present. I guess they found that the reps did not increase the sales enough to justify the expense.
One lumberyard which is a secondary supplier for us had an excellent rep who probably quadrupled (or more) our monthly purchases from that yard. He did this by anticipating our needs, by improving our level of service, by providing information about new products and by generally being a pleasant person to be around. He was our advocate with the yard.
It doesn't seem like that tough of a job but his replacement lost the extra business in a single month.
While we don't deal with reps anymore, it is very helpful to have one person at each yard who you ask for when you call. That person will be up to date on your projects, your special orders, your quotes, etc. That is what we want from our suppliers, good service, not gifts of questionable value.
knows my name & credit card number and checks stock and gives me correct delivery information... and a few pencils
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Only one yard I deal with has a rep. Very good deal. He'll meet me at jobsite to go over bids if I'm too busy to get to the yard. Do take-offs if I don't havetime. Always up to date info on new products/services. All the pencils I'd ever need. Will personally deliver small things to job if I'm in a pinch. Delivery and quotes are always dead-on. Couldn't ask for a better rep and you'll never get service like that at a big box store.
Greg
http://www.wernerbuilding.net
Price quotes. Research product selection and availability for me, or for a client. On a larger job, they'll do the takeoff for you, gratis, if you request. And it's about as accurate as I'd do it. They stand by their word whenever they can - by which I mean if their supplier jerks them around on a delivery date, thats kind of out of their control. I'd call my rep a friend. We can talk work or kids or trucks or whatever. Their pencils are complete garbage though.
Down sides? I dont know. A few years ago I would have said gee its like they have to know you before you get any service. But now that I'm on the other side of the fence, yeah, I see that. You do. Free takeoffs and deliveries and the time they spend doing things for me, I wouldn't be very willing to do that for a one timer with a ten dollar purchase. Taking the time to build the relationship and the trust factor both ways is worth something.
I think the best thing I've seen them do in the stand by your word department is an estimate they gave to a guy to supply all the framing and trim materials for a house he was building. Big house too. He and his rep went over it with a comb. When it was all said and done, his records and theirs didnt match up completely, and they were invoicing about ten grand over the initial bill (not including documented changes). They said we told you X, it's X. Thats a heck of a hit to take for loyalty.
Real trucks dont have sparkplugs
Good rep here. pencils, (junk) t-shirts and hats will run small items out (if I bribe him)lol. He's hooked us up with lots of jobs and good people. One of my closest friends. Been dealing with him over 10 years now. We built his home. If were in a bind on a take-off he comes thru. Knows how we do stuff. Its nice not to have to hold your salesmans hand.
Dan
Well, I stumbled into this thread thinking you wanted to know what my reputation does to help my business...
But now that I'm here, I suppose he does more to help his sales grow than he does to help me.
awhile back - maybe a year ago, a competing yard started sending a rep around at the same time that I was having some problems with the yard I have used for fifteen years with service going downhill and lazy mistakes on porders.
Since this is an island, a mistake can cost more to me.
So this new guy comesaround once a week and he has been in the business for 25 years or so. he can see what it is I am looking for on a specific kind of job when I don't know all the product options and check the catalouges for specialty things to fit the situation. That has eaarned him some business which is growing. All my guys have his caps and sweatshirts now, which the driver from the other yard notices, so they are now perking up, having noticed that they are not selling me ten grand a month any more...
I prefer the kind of yard wheere I can deal with ONE guy who knows me and my business, which the other place has gotten away from. They play Zone instead of man on man. When I started out contracting roofing many many years ago, I did business with a place called "Contractor's Supply" in Gainesville FL. They had a sales rep assigned to me. He let me know in advance when prices would be going up on asphalt products which was great back during the first "oil crisis". That helped me bid higher and make more money instead of getting caught. Also, they catered to contractors as the name implied, so if I walked in and he was in the aisle dealing with granny debating whether to spend ten bucks or fifteen bucks , he would ease her off to talk with herself while he can right on over to me to take a real order.
That's what I call service witha smile. Relationships like that get you both more profit.
In the past, I have had reps teach me more about products and how to order to ge the best, and also to pass on recommendations about who to hire for subs and who not to and why. I have a rep who sold me some siding in '99 that was gauranteed for 15 years going to bat right now with that company to try to get me satisfaction on a claim....
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Thanks for the replies.
I asked out of curiosity, to see what might be different around the world and cos my rep is a waste of oxygen for the most part.
I never see the guy, get probably a third of my calls ( when I did call him ) go unanswered.
I get a T shirt with suppliers logo etc on it once a year. I asked last year if I could have an extra as I wanted to send somebody one. Told him I would pay for it.......Nope, can only have one.
I dont get pencils.....havent for a long time and I dont like to ask. I buy quality ones someplace else.
The only 'free stuff' comes by way of manufacturer deals. things like 'buy 12 bales of fibreglass batts and get an oilskin vest'
I seem to keep missing these things by a couple of weeks. Last time I got 15 bales on 2 orders a week apart. ( had to be on the same order ) and you got a 'free' coffee maker ( cheap ). I wont take that sorta stuff even if offered.....wont use it and wont give it away as a 'gift' cos of the poor quality........
So, cos I knew what would happen and as an experiment, I called the rep and told him I had bought all this product, keep missing the 'deals' and could I have a vest?
He told me is wasnt up to him but he would look into it and sort something out for me...............that was bout 4 months ago and I havent heard a word outa the guy since.
If I could just get good service I would be happy. And yes, I do know most people in there, can greet them by name etc etc and they know me.
Not an exponent of the DILLIGAF system.
Do they have any competition that might want to court you?
The funniest thing about this tagline is that by the time you realize it doesn't say anything it's too late for you to stop reading it.
http://www.hay98.com/
Nothing that is as handy.
I have an account at a much closer outfit that I use for jobs close to home, the place with the useless rep is used for everything in the city. ( most of my work )
The local one didnt stock everything I used which could get to be pretty awkward if all I needed was one piece of trim or something. They have however just about finished a major revamp and might stock more stuff. If they do I would consider moving most of my buying to them.
My roofing rep is the opposite. I buy very little roofing, but the guy is excellent. what ever I need I get it. I dont even have an account there, he just puts my stuff on his personal account cos he trusts me to pay it. I told him a while ago.....every cent roofing related that I spend is going through him.
In general however, I have found reps to be pretty unreliable. Had one guy look me right in the eye one day over a product failure and lie outright. took me 2 hours to get what I needed myself. I wasnt amused.
Not an exponent of the DILLIGAF system.
When hes not wine-ing or asking for a Purchase order because he forgot to include it in his take off, got a free Ball cap from one of the truck drivers.
Just placed an order for 4500' of 5/4 Trex, the sales guy could'nt even beat Home Depots rack price on that amount. Found it for .60 lin ft. less in 2 phone calls. The company spends 100s of thousands a year with them. With the slow down I think the times R a changing!
Sounds like service is lacking, big time in your neck of the woods.
I would tell the rep straight out that his service is not good and you will not be doing business with him any longer. I'm about to do much the same thing. Local salesman for a lumber yard didn't bother to get me a price he said he would, and a second time when I called, still did not call back. This was after he quoted me a price on material that the company did not sell !
Screw him.
Don K.
EJG Homes Renovations - New Construction - Rentals
Coming up soon is gonna be his mandatory once a year visit.
I will tell him not to bother......when he asks why, I am gonna tell him.
That wont make any difference, but I am going to say it anyway.
When I place an order I often get asked who my rep is. I tell them not to bother with him and just call me direct etc. So far not one person has asked 'why dont I call your rep......?'
Things are way simpler when you do them yourself. I could get much better 'service' if I do like some I know who scream and rant every 10 seconds over every minor detail. Thats not my speed so I just do things myself and come the day......
Not an exponent of the DILLIGAF system.