Is Your Distributor Just A Vendor Or A Valuable Partner? doesnʼt deserve your business. So, what happens next? The manufac-turer representative will usually support the sale with in-service training. But, how long does that take to schedule and how easy will it be to schedule refresh-er training? Again, it is not that these folks are unwill-ing — they are simply spread very thinly and are in greater demand. A reputable distribution firm will support the sale with in-service training, follow-up training, preventive maintenance programs and warranty support — and thatʼs just for starters. So far, weʼve been looking at this from an equipment purchase angle. There are many other areas where a strong distributor partner can — and really should — support your operation. one equipment or chemical line, so inquire about the brands they carry and why. Question whether the brands they carry are national or if they stock brands that are local or have a limited, regional reach. Are they part of a national network of distributors authorized to participate with certain group purchasing organi-zations (GPOs) that affect your opera-tion? Do they have access to or do they participate in any state pricing or other programs that may benefit your organization? Do they have their own service department and are their technicians factory trained? Can they offer road service techni-cians able to repair equipment at your location and can they service equip-ment they donʼt sell? By sending a technician to service ill-per-forming equipment where it is used — rather than forcing you to bring it in for serv-icing — a distributor can save you money and lessen costly downtime. Check if your supplier estimates repair costs and lets you know the total before the work is done and if they offer a preventive maintenance program for your equipment. If they do, what is and what is not cov-ered and what fees apply? Does the company have a training department and what topics can they cover? Can the distributor help with your reg-ulatory training and can they support your operational training needs as well? You should examine your distributor to gauge if he or she is knowledgeable enough to help you with emerging or “hot” industry trends such as green cleaning, cleaning for health, the H1N1 influenza A (swine flu) virus, methicillin-resistant Staphylococcus aureus (MRSA), etc. Do they offer diverse ordering options such as telephone, fax and/or Internet? In this age of identity theft, it is prudent to inquire as to whether or not their options include placing budget caps on Internet orders so you are contacted before a budg-et-busting order is shipped. How knowledgeable are their cus-tomer service representatives and what qualifications — if any — do they have? What delivery options and charges apply and can the distributor ship to multiple locations where you need the products? Is there a fee charged if your order does not meet minimum spending requirements? With fluctuating fuel prices and mounting “hidden” fees, you might want to also ask if they are still administering fuel surcharges. Question how often they deliver to your area and what time their cutoff for next-day delivery is. What billing options are available? Do you receive an invoice for each order you place, or can they send you one summary invoice for the month so you only need to write one check? What are their payment terms and what payment methods are accepted — company checks, cash on delivery (COD), credit cards, electronic fund transfers, etc.? Finally, ask what industry organizations they support or sponsor. Are they members or sponsors of ISSA, the Building Service Contractors Association International (BSCAI), the International Executive Housekeepers Association (IEHA), the International Facility Management Association (IFMA), the U.S. Green Building Council (USGBC) or any other reputable organizations within our industry? Finding a distributor that can provide all of these things may be difficult — if not impossible — in your area; but, of these things, which ones are most important to your operation? A distributor in todayʼs market should be a partner — or at a minimum a consultant. Hopefully you received a proud and reas-suring “yes” to all the questions you marked important. If your distributor were given a report card, how would you grade them? If their score was anything less than spectacular, it might be in your best interest to find a distributor partner that can help you with more than just lessening the weight of your wallet. CM Evaluating A Partner When considering a prospective new dis-tributor or when looking at your current ven-dor, you should know what they can do for your organization in addition to delivering cleaning supplies and equipment. Letʼs face it — getting the order to your loading dock is the minimal bar of expecta-tion. What other indicators point you to a potential partner? Consider the answers to the following questions when evaluating a distributorʼs ability to meet your needs. Not all of these topics may apply to your operation, but you should be comfortable with the answers you get to those items of greatest importance to you. How long have they been in business and do they have a track record of helping you or operations like yours? Can they provide you with a list of ref-erences to corroborate their claims? Do they understand your operation and the challenges and issues you face daily? Whether you provide in-house or con-tracted services, you need to work with people who fully understand your business. Ask if your distributor employs anyone with operational experience who can offer insight on tackling issues similar to the ones you face. Many distributors represent more than 16 CM/Cleaning & Maintenance Management ® • March 2010
CMM – Archives Mar 2010: 16
