108 THE DISTRIBUTOR’S LINK ROBERT FOOTLIK THE “5-STAR” WAREHOUSE – THE VISION - SEASON 1, EPISODE 1 from page 40 Every second is precious in delivering the best possible experience to those around you, not just getting the job done. People should want to start their day, not dread it. Moreover, you can make this happen. What Would A 5-Star Fastener Distributor Look Like? There is no single criteria; it is a totality of demonstrated, obvious competence, confidence, organization and attitude. Every element from the external appearance to the customer experience exudes perfection. From the outside in and from the inside out everything comes together to create a milieu that makes customers want to do business with you and every employee/team member/associate/”boss” want to eagerly come to work. In this episode, we will take an overview of the mythological 5-star Fastener Distributor’s facility as honored guests, not reviewers. Our purpose is to identify elements, processes and methods that are applicable to any Distributor, especially our company. Your context, philosophies and “tastes” are going to be different from any place elsewhere in the world. The key “take-away” will be a vision of what could…and should…be implemented as a grand masterplan for improvement in every area of your business and personal environment without considering the costs and effort involved. Taking A Tour: Arrival Even before we arrive, our 5-Star Supply hosts have done their homework. They know where we are from, of course, and taken a look at our website to determine what areas we might want to see and simultaneously identified areas of synergy and mutual interests. Our host also looked at Facebook, LinkedIn, Tic Toc and other social media so they can welcome us properly. They did not pry, only determining who we are and what we represent using social media that has open content. That is enough to circulate photos internally so that everyone can greet us by name and perhaps initiate an intelligent, cogent and germane conversation. In other words, they have done the research to treat us as CUSTOMERS. Initial Impressions Regardless of the local neighborhood, the curb appeal of 5-Star Supply is absolutely outstanding. Even in a run-down industrial park, the building and grounds are clean, orderly, impeccably groomed and inviting. No litter, no graffiti and great signage that identifies the company and directs us to Visitor Parking with numbered, oversize spaces near the door. Given the rainy weather, we appreciate the covered parking and walkway befitting VIP guests. Everything is inviting and welcoming, although the optional valet parking is not really needed. Entering the spacious lobby, we are immediately warmly greeted by “Tom,” a company representative who has been alerted to our arrival thanks to security cameras monitored by the receptionist. A particularly nice touch is the small refrigerator inconspicuously housed in the comfortable lobby and refreshments are offered as we sit down for a short exchange of pleasantries. This definitely is not an imposition for our hosts he explains, it is viewed as an opportunity for “show and learn.” Our tour is ostensibly to observe and learn. It is therefore clear that 5-Star Supply also wants to learn from us. The Offices And Overview As we walk through the office area, everyone greets us with “Good morning” (and even by name) and “Welcome to our city.” People smile at us…and each other. “Please” and “Thank you” are heard in the background. Desks are organized; cubicles highly personalized and blue recycling bins are strategically located. There is an air of professionalism and respect as our guide addresses everyone they pass. Oddly enough, there are no badges. That is unnecessary since each “associate” knows everyone. Tom explains that this is expected knowledge and while most of the staff has been employed for years, all new hires are encouraged to meet and greet everyone their first week on the job. In fact, this is part of their job description. Unlike many other tours, the first stop is an upstairs conference room where an expansive glass wall provides an overview of the operation. Our first impression is that the layout is orderly, the aisles clean and devoid of impediments to flow, and that uniformed staff members in different color shirts are moving with purpose. CONTINUED ON PAGE 144
In the Fall 2024 issue of 6 DISTRIB
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advertisers index D DARLING BOLT 17
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