The Great Debate: Big Box Or Distributor? Big box retailers do one thing: Sell product in a purely transactional relation-ship without a single point of contact who understands the unique needs of your business. “If you are looking for anything beyond the product, such as training or ser-vice support, you are better off identify-ing a true partner for your business — someone who can help anticipate your needs and keep your operation running smoothly when your attention is focused elsewhere,” muses John Engel, senior marketing manager of facility services for Cintas Corporation. understands your operation and is willing and able to make unbiased, informed sug-gestions is invaluable. “Savvy distribution partners are great at uncovering opportunities that increase productivity, enhance a company’s image, promote a healthy workplace, decrease total costs and satisfy sustainable objec-tives,” asserts Wilson. These sorts of add-on services are part of the overall value provided by JanSan distributors, something big box retailers simply do not have the bandwidth to offer. Distributors have a wealth of product and application knowledge developed over many years of working with manu-facturer’s representatives and frontline professionals. “We concentrate on providing personal attention to customers’ needs and pro-vide on-site training, inventory control, staff development and, of course, prob-lem solving,” concludes Rossi. By foregoing the industry-specific expertise and cordial service of a dis-tributor, you very well could find yourself flying solo through the clouds of cleaning capitalism. Held quips, “You are really on your own if your decision is the big box route.” When You Should Deal With A Distributor If personalized solutions are what you need, you should look past big box out-lets and focus your sights on reputable JanSan distributors. According to Wilson, companies who purchase from distribution channels get more than the right product at a competi-tive price. “They get the knowledge and expertise of a professional on how to properly use that product, advice on alternative prod-ucts to better solve their problems and a dedicated resource that goes beyond simple delivery,” proclaims Wilson. While a big box outlet may be a con-venient choice for one-time purchases, there are drawbacks to buying with expe-dience. “Aside from a lack of personal care and no service department, keep in mind that big box stores carry everything from A to Z,” notes Held. “How can they possibly give special attention, follow-up service or warranty care when spread so thinly?” Another shortcoming of big box outlets, and a place where distributors stand scores above their consumerism counter-parts, is value. Distributors are adept at consultation to identify the unique needs of each client and, as referenced by Rossi, servicing the needs of the JanSan industry is about much more than just selling a product or service. While such offerings often carry a high-er dollar amount, and final price not-withstanding, a distribution partner that Some Suggestions For Selecting A Supplier A professional opinion weighs heavily on a customer and can be the difference between a botched sale and an ongoing business relationship. When searching for a distribution partner, a customer should consider a number of factors including but not limited to the following: ■ Longevity If a company’s doors have been open for a long time, they must be doing something right. The years of service a company has is generally an indicator of a balance between reasonable prices and good customer service. Reputation in the industry is key, and poor-performing businesses do not remain viable for very long. ■ Knowledge Employees who are cognizant of product or equipment attributes and can readily explain the particularities of use, care, warranties, etc., can help you make informed purchasing decisions. Selecting the ideal equipment from the start will minimize future headaches; edu-cated employees can provide such pain relief. ■ Follow-up care Regarding product satisfaction and warranty work, a distributor offering personable service after the sale can ensure that your products, tools and equipment are function-ing to your liking and that, in the instance something does malfunction, problems are promptly addressed. ■ Hassle-free service Few things are more frustrating than having to jump through hoops to arrange for equipment maintenance or to setup a new product demonstration. A distributor with open availability and sufficient personnel to handle all requests greatly reduces the chances that telephone calls will be forwarded to voicemail and issues requiring immediate assistance will be pushed to the backburner. ■ Consultation Adding additional value to customers, some distributors have technicians that go onsite to determine the proper products, tools and equipment for a particular operation. Because a good distributor wants their decision to be correct and the best value for their customers’ dollar, providing consultation to clients prior to purchases is another way to show that they value business. And, part of that consultation is ongoing training and instruction on each unique product or piece of equipment to ensure complete understanding and smooth operation throughout a product’s lifecycle. CM 14 CM/Cleaning & Maintenance Management ® • September 2012
CMM – Archives Sept 2012: 14
