What does your distributor do for you?

Recently, I asked the following question online to a Linked-In group:
" I'm working on a project with a group of HVAC distributors & suppliers. What would you contractors and service specialists say distributors need to do, to improve services and customer loyalty?"

Here are some of the answers received:

1. Stop asking me what you can do to get me to buy more of (fill in the brand or product), and start asking me what is going on in my business, what problems we are having, and then bring me SOLUTIONS. I'll buy more of those all day long, and as long as you keep solving my problems, I'll never buy from anyone else.

2. Customer service at the front line would be an area I would focus attention on. These distributors should understand, that the average small company wants to build relationships with people they like. I know it sounds to simple, but it's true.

3. Help them with their business. Connect them to resources needed to help them become profitable, have positive cash flow and grow their business. A contractor can buy things from whomever, but they could become a loyal buyer if you help them with their success!

4. When I take the time to pre order my equipment and supplies, don't take walk-ins in front of me and keep me waiting in the store, have my things and my printed order ready for loading and checking out. Stores should stay open later in the evenings and on Sat.

5. I believe it is important for distributors to build lasting relationships with us (HVAC contractors) and to help us in devising solutions for problems. Working collaboratively creates a strong force for exceptional customer service in addition to considerable cost-savings and top quality efficiency. In addition, I believe "attitude" in response to problems is extremely important. I am much more likely to continue patronizing a supplier who is always ready to correct a problem expeditiously versus displaying an "it's not my problem" attitude or appearing "annoyed" at the interruption.

6. Stop selling boxes and start selling and believing in the product you sell, and not just selling a cardboard box! If I just wanted to buy a box, I would go to the internet, lowes, .... (you get the idea) I want SERVICE AND KNOWLEDGE.

Do you have any more comments? Email me at frankpresents@gmail.com