Q&A With a Top Building Supplier

REMODELING: Where else do you see remodelers getting into trouble?

COLEMAN: They need to be very strong businesspeople. Unfortunately, we’re in quite a litigious society these days. They need very strong contracts and written change orders; they need to be very formal, if you will, in their transactions with customers. What happens if they’re doing a job and the customer suddenly loses his or her job?

They’ve just got to protect themselves to best of their ability. And the best way to do that is by being very formalized, though it’s not in many remodelers’ nature. They want trust. But the more professional they can be, the more enhanced is their ability to stay in business.

REMODELING: How can remodelers avoid making mistakes in their orders?

COLEMAN: We take on lot of that responsibility for our clients. For example, with windows and doors, we’ll go over the plans, make sure tempering needs are addressed, the right materials are ordered, etc. We have a very liberal return policy for stock and commodity items, if they over-order for any reason. But with special orders and non-stock materials, I view our role as asking lots of questions, giving them a complete proposal, and getting them to review it until they can say, ‘Yes, you’ve heard what I said.’ I do this even with guys I’ve dealt with for 25 years.

Keep the questions simple and straightforward. Even with something as basic as an exterior door, we have about 25 questions. If any one of the specifications is miscommunicated, there will be a problem, and chances are that it will be expensive to fix.

Remodelers should be very specific with their clients as well. It’s important to get both the salesperson and the client into the mode of slowing down. There are so many choices. Make sure it’s accurate.

It slows the process down, no question. And this means it costs more. But it really does pay in the end.

REMODELING: Many major LBM dealers have closed. Does this provide any opportunities that remodelers should pounce on?

COLEMAN: The economic climate does mean that remodelers’ local independent dealers should be ready, willing and able to do just about anything that they’re asked to do.

Ask for free delivery, for example. We’ve never had a delivery charge or a fuel surcharge. If a remodeler wants me to run into town with $50 worth of material, I’m going to do it. I might try to team that delivery up with something else, but I’m going to do it. If this delivery is $50, the next one might be $1,000.

Remodelers need to value their time, and having the supplier deliver the material is one way to do this. Running to the store to buy something, and taking a co-worker, is not using your time productively if you can be doing billable work. Be as efficient as you can be.

REMODELING: What if your supplier shuts down, or you lose your source for a particular item?

COLEMAN: Look elsewhere for someone who’s ready to pick up the slack. The market should respond to that. I recommend that remodelers sit down with the sales manager, tell them what level of service you’re used to getting, ask for a tour of the facility, and figure out how the supplier can help you make money. That’s what it’s all about.

Should a remodeler lose their normal source for a particular item that they use on a regular basis, or if you wished your main supplier carried an item that you currently purchase elsewhere, approach your main supplier and say something like this. “I use Titebond Wood Glue II all the time and you don’t carry it. I currently buy it from so and so for $ 8.95 a container. If you guys could sell it to me for that, I’d gladly buy all of my glue from you.”

By buying from as few sources as possible, the remodeler saves time and aggravation, and helps build the vendor’s sales volume. Suppliers that don’t jump on an opportunity like this are foolish. Chances are if one professional is really loyal to a product or product line, many more would purchase the product as well.

I always bring in a product (if I’m able to) when a contractor comes to me and says I use such and such on a regular basis…whether they’re nails for his nail gun or a composite moulding that he or she particularly likes.

Next Page: Missed opportunities in remodeling?