Qualified Remodeler Magazine

JAN 2016

Qualified Remodeler helps independent remodeling firms to survive, become more professional and more profitable by providing must-have business information, namely best business practices, new product information and timely design ideas.

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Being straighforward and upfront with communication can save a lot of headaches, and Laura Tomas, ofce manager at A.L.M. Fine Cabinetry in Rochelle, Ill., for one, does not want to have to chase down a supplier for an answer. "When I email a company looking for an answer to something (usually for a customer), I do not have time to repeatedly try to contact a supplier to get a reply," she says. Another big pain point, mentioned by Kevin Shubird, president of WSC Distinctive Builders LLC in Wetempka, Ala., is a lack of knowledge and understanding. "Our suppliers who have out-of-state corporate ofces do not understand our local markets," he says. Being aware of regional needs, in terms of common materials used or home styles for example, can better the supplier/remodeler relationship. Te fip side of the coin is contentment with current supplier relationships, which Jessica Webber, co-own- er of Webber Development & Construction in Athens, Ga., feels she has achieved. Her secret to feeling like she doesn't have a pain point? "I've culled my suppliers and worked with them long enough so that we have a great relationship. If we didn't I would be looking for someone new," she says. HOW DO YOU FIND NEW SUPPLIERS? Finding a new supplier can be challenging. Not only must the supplier be able to carry the needed products and deliver them in a timely fashion, but mutual trust must be established to maintain a positive working relation- ship. Some methods remodelers use to fnd new suppliers are: industry networking, trade magazines, salespeople calling on remodelers, Internet, trade shows and seeking references. Like much of their own work, remodelers may seek new supplier relationships by taking advantage of word-of- mouth referrals, which is the case for Huckins. "In most cases I fnd new suppliers during the hunt for hard-to-fnd products that are not generally stocked at my normal places of business. I fnd in most cases word-of-mouth is how I fnd these companies," he says. "More and more Speaking out Remodelers overwhelmingly indicate service is the No. 1 reason for using their chosen suppliers By Laurie Banyay ore than 200 remodelers responded to a survey Qualifed Remodeler sent out inquiring about relationships with distributors and suppliers. What attri- butes are important? Why do you use your chosen supplier? As the Internet becomes a go-to source for more and more items, have remodelers started purchasing supplies online rather than from their traditional supplier? Several remodelers pro- vided additional insight into their supplier relationships. WHAT ARE YOUR PAIN POINTS? Although most remodelers seem to agree service is the key attribute in a great supplier, the verdict varies across the board for what big pain points are. Several mentioned order mistakes, delivery time, stocking material, lack of knowledge, turnover, errors, poor attitudes and timeliness as some prob- lems. Communication, coupled with poor follow-through, also is high on the list of poor attributes. Nathaniel Huckins, owner of N. Huckins Construction LLC, Gulfport, Miss., hones in on customer service as a problem. "Te art of going the extra mile is fading fast," he asserts. Taking Huckins' comment a step further, Mary Rubin, owner of Ohio Simple Bath in Columbus, Ohio, becomes disillusioned if a supplier cannot honor promises made. "Our biggest pain point is failure to deliver on promises. We can work around a lot of unexpected complications, and we deal with 'bad news' pretty well, but when prom- ises are made and not kept we have trust issues going forward," she says. "Be honest. Say what you can do and do it. Tat's how we run our business, and we expect the same from our suppliers." M Remodelers who do not purchase online cite the lack of customer service as their major hurdle. SPECIAL REPORT: Supplier Service 50 January 2016 QR QualifiedRemodeler.com

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