What Do You Want Out Of Your Supplier Rep?

[TheLairdGuy]

Hello Signs101!

A quick background on me:

I just started working in the industry as an outside sales rep at 22 years old. Not all of my customers are sign shops, but I deal with my fair share since I specialize in graphics and see through substrates. It's funny, I have some customers who have been working with the materials I sell longer than I've been alive!

The last thing I ever want to do is waste my customers/prospects time and I'm curious about the kinds of things you like when a rep does for you. What kinds of things to you dislike when a rep does them? My intent here is to become more useful my customers, and I thought who better to ask than the people who do it themselves!

 

[tsgstl]

Gauge if the customer has time for you within seconds of walking through the door. Let them keep you there don't keep them from their work because you think they need you in some way.

Its tough, if they just walk in I always wish I would of known they were coming but if they call I almost always tell them I am too busy today.

Edit: Welcome to Signs 101, your St. Louis branch has some good dudes

 

[Gino]

The other posts are fine so far, but........

• I'd like a call ahead of time, so we can better make use of the time allotted.
• Be on time or call me with your new schedule.
• Don't turn me towards something because you or your company make a better profit somewhere else.
• Don't pest me if you get the feeling I'm busy. Let's agree to resume another time.
• Call me when you have specials on something we use a lot.
• Don't wait for me to ask for a price match, try to be there before me.
• Be up on the latest in your field.

Most of all...... amd you can start this year with this one, send me a big bottle of Bushmill for Christmas.... even if you're Jewish.

 

[SignManiac]

Pepperoni pizza once a month.

 

[BigfishDM]

Right on welcome aboard, I was in your shoes about 17 years ago when I started selling digital signage materials so if you ever wanna chat you can hit me up anytime.

 

[Gino]

Pepperoni pizza once a month.

Oh yeah.... and that, too. That's a very good idea !!

​

 

[Billct2]

Make sure your price stays competitive, I hate finding out after reordering a material for months that the other place somehow has become cheaper. I don't have time to price shop every purchase.
If you don't have a basic item in stock don't charge me extra to drop ship it.

 

[UFB Fabrication]

If you are selling materials try stocking it once in a while. After 3 tries and you dont have it " but we can get it for you" dont embarrass yourself and come back.

 

[nashvillesigns]

one of Mosh's bottles of Scotch.

 

[tattoo.dan]

one of Mosh's bottles of Scotch.

oh-man....missing the Mosh already! lol

 

[CES020]

If you are selling materials try stocking it once in a while. After 3 tries and you dont have it " but we can get it for you" dont embarrass yourself and come back.

Amen to that!

Thanks for asking the question, that puts you ahead already!

I'll throw a couple of things out there. One rep we buy material from that sells equipment as well has never ONCE called us or come by for a sales visit. I hear others talk about him and how he visits them. Guess who we won't be buying a a large format printer from when we need one? Hint- the guy that acts like we don't exist.

Stock products. You can't imagine how much loyalty you earn when you save the day by having something in stock for an unexpected rush job. It makes us look great with our customers and it makes us want to do more business with you.

Get up off the swatches. It's taken me 5 years to built my swatch books. I can't buy things from you if I don't know what you carry. Telling my customer that's standing in my showroom "it looks like this, but it's different" doesn't work. Pulling out a swatch book and showing them "it looks like this" sells jobs and sells your materials (which I need you to have in stock). I've never understand why it's so hard to get swatches from suppliers.

Give the small guy good pricing. We can't get bigger if we're quoting against people that buy the same material from you for less. We don't buy 10 pallets of Sign Foam at a time, but if we can't get a good price on 1 sheet, we'll certainly never get to the point where we need 10 pallets of it.

That's my point of view.

 

[Pat Whatley]

I've never understand why it's so hard to get swatches from suppliers.

Because the books are extremely pricey to manufacture. the more books they hand out the less value you place on them and the more likely you are to lose them or let customers take them. If they're a pain in the butt for you to get you treat them as such.

It's been a while but I want to say my Avery rep told me their swatch books cost them a little over $5 each.

What I'd like from a rep is to not call me every few months and ask me if there's anything I'm using they can get me a better price on than what's in their cowboy-man catalog. Seriously?! Why don't you just come out and tell me you know you're ripping me off and you're going to continue to do so unless I call you out on it. I've got an idea, genius, why don't you just sell me EVERYTHING at your best price. Should be a hell of a lot easier than setting special pricing for each individual customer.

 

[ddarlak]

I've got an idea, genius, why don't you just sell me EVERYTHING at your best price.

gotta disagree there.... I'm pretty sure you don't give your best price right outta the gate, why should they, we're all in it for the buck.

back to the topic, if i look busy, keep it short

 

[visual800]

Dont be a punka$$ biotch and run and hide when materials fail. This is the #1 complaint I have . Reps are always there to sell you stuff and once a material goes south the rep abandons you as the customer.

If I buy something from YOU I dont want to have to deal with the manufacturer on issues regarding lifespan. You should step up and take care of the problem

 

[ironchef]

So a restaurant or fast food chain can charge more depending on what the customer acts like, sign suppliers arent artist , prices should be flat for everyone unless your buying quantity or been with them for over 15 years. But lets say two new customers, the rep gives them both high prices, one doesnt complain, the other asks for a better price, the rep lowers the price for him, where as the guy who didnt complain payed the rep asap, no questions asked. Thats bologny. Yes its different for us, but for supplierd, thats bs. In the end these reps are owners, thats like you shop employee asking the customers fir tips or adding on more money then what theyre boss charges... Think about it

 

[ironchef]

Also, learn all the products in and out, i hate calling about a product and being told to call graphtec for the part number so they can order it, because the rep on the phone is too lazy or cant be hassled. Thats your job fool.

 

[CES020]

Because the books are extremely pricey to manufacture. the more books they hand out the less value you place on them and the more likely you are to lose them or let customers take them. If they're a pain in the butt for you to get you treat them as such.

It's been a while but I want to say my Avery rep told me their swatch books cost them a little over $5 each.

I think the Oracal people told me their book cost $8 each.

I understand the costs are high, and I'm talking more about plastics than vinyls. I recently scored some killer acrylic swatch sets. They are priceless and kept in my desk. Heck, I'll pay for them. I just need them, tell me how much they are and let's move on!

Having samples really helps some customers a lot. I have some really good dibond samples too. It's really great for customers to be able to handle them and make a decision. It helps close the sale for sure.

 

[rjssigns]

If we haven't "clicked" after the first couple meetings don't think launching an e-mail and phone campaign will help.
Then you become a nuisance and I will never buy from you.

 

[Sam I Am]

LairdGuy, it's simple.


Honesty.

 

[TheSnowman]

I just have one. I would really like a phone call before you came to my office. Just to tell ask me if I need anything, and if it's a good time. It's good to know your face, but after a couple of stop by's in the beginning of our business relationship, I only require a general email or a phone call every now and then, and I'd only prefer those if it's something beneficial for my business, not just to see if I need anything. I will get a hold of you if I need something, and if you want to email me a couple times a year to see if everything is going ok, that's fine.

I do have a few reps that stop by probably once every year or two, that I basically don't ever in my life remember ordering anything from, and that drives me crazy. If you have stopped in once or twice (and called first) and I still don't order anything from you, do not keep pestering me. Either your pricing was too high, you didn't offer the products I needed, or I'm already happy where I'm at, and you can just stay in touch minimally and if I'm ever ready to shop around, I will contact you.

That's my biggest beef I guess whenever a vendor/supplier or some solicitor stops by trying to sell me stuff. I'm a full grown man who can do a simple Google search or talk to people if I'm in need of something. I will find you. Do not pester me. (I once made one phone call about some printed cups, and never ended up placing an order. That was about 6 years ago, and I get a phone call about once every two months from them)

That being said, I have a couple of good reps that I work with. They aren't pushy, but at that same time, I generally never have anything to talk with them about because I've already addressed any issues I've had via phone, right when they happened, so that's where the phone calls would come into play. I also realize, there may be a "higher up" that says this is how you are going to do it, and they're just doing their job. Long as I'm not dealing with a person that's got zero personality, that I never order from, it's not a huge deal.

 

[UFB Fabrication]

So we spend a 100 grand a year with a supplier and you wont send a swatch book because it cost 8 bucks????????