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Central Distributing, continued
Scott is demonstrating the openness to input and a willingness to lead by listening that I believe is critical for leaders today.
He isn’t preaching one thing and saying another.
He doesn’t just advertise a commitment to partner in his customers’ success; he demonstrates it in his decisions.
His customers will recognize this message over time.
"I had a phone meeting with a manufacturer, and while we spoke, I was able to look at his web site. He was able to help answer my questions by letting me know where to find the information on his site.
It was beneficial because we had a picture that we could both look at, and just like we do with our own customers, he was able to tell me where things were on the site so that I could find them later on, on my own."
I’m amazed that it still is not customary for leaders to draw upon their own expectations as customers to help frame their offerings to the people who do business with them.
"That Internet access saved the manufacturer’s rep the time and expense of flying in to meet with me because he could give his presentation to me over the phone, using the web site.
In 40 minutes, he was able to do what might otherwise have taken a day or more."
"The saying used to be `if you have time, drive, if you don’t, fly. ´
Now, it’s become `if you have time, fly, if you don’t, use the Internet! ´"
Scott is using the little things to help realize more of the potential of his organization.
Another important aspect of the Central Distributors site is its list of products discontinued by the manufacturers.
It’s an added element that makes Central Distributors unique in their industry, and has proved to be profitable for them.
"There are two philosophies about discontinued products.
The first philosophy is, as soon as it’s announced that it’s being discontinued, you make it fly out the door and get whatever cash you can for it. The other
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