Best reps follow up with strong service
By Kevin R Fitzgerald -- Purchasing, 11/19/1998
Once again, purchasing professionals tell us that more than any other trait, they look for thoroughness and follow-through in the salespeople who call on them. And once again, the lack of these traits is the single biggest complaint that buyers have about salespeople.We asked purchasing professionals to nominate the best salesperson who calls on them, and we received a flood of responses from buyers who wanted to formally recognize salespeople who go above and beyond the call of duty in serving them. We also asked purchasing pros to tell us the traits they like most--and least--in salespeople.
In addition to follow-through and thoroughness, purchasing professionals told us very clearly what they want in salespeople:
* Fast, effective response to emergencies. Buyer after buyer nominated salespeople who make extraordinary effort to help them out of tough situations. Examples of personal deliveries of materials and parts, working through weekends, and in-plant "hands-on" follow up to problems were rampant in the nominating forms. Once purchasing pros do business with a salesperson who will respond quickly and flexibly to emergencies, they tend to keep doing business with that company for a long time.
* Service that touches all aspects of the buyer's business, not just products from a salesperson's company. Again, buyers provided numerous examples of sales reps who served their entire business, not just products supplied by that company. Examples include reworking competitor's products and systems and finding other suppliers who can fill a need when their companies can't.
* Deep knowledge about products and markets. Many buyers say that their top salesperson also acts as a sort of consultant, providing insight into market trends, new-product technology, and other market intelligence that keeps the buyers abreast of the latest in markets and technology.
* Willingness and ability to get involved in design and cost-reduction initiatives. More and more purchasing pros now recognize the importance of having highly competent salespeople interface with other internal functions, especially technical functions. Buyers cite diplomacy in dealing with other departments as a highly valued trait in salespeople.
On the down side, there still are far too many salespeople who don't know their products or the markets their products are used in. Buyers also tell us that many salespeople continue to make "cold" sales calls, and that dishonesty among the sales function is not yet dead. Also: Salespeople who believe they can get a purchasing professional to pay a higher price with little or no back-up information shouldn't bother trying. Few things irritate a buyer more.
Follow-up still rules
Purchasing pros still appreciate salespeople who provide thorough follow-up on a continuing basis. One might think this trait would be a given, but its appearance at the top of the "wish list" of purchasing professionals indicates they're still seeing far too little of it.
Willingness of a salesperson to fight inside his/her own firm for the customer was named by nearly 60% of purchasing pros who nominated salespeople. Several respondents cite examples of how their sales rep battled repeatedly within his or her own company to get favorable pricing terms or materials/parts that were in tight supply.
More and more buyers are discovering that creative salespeople can identify weaknesses in products and business processes that are difficult for insiders to see. Many buyers report that sales reps have contributed to cost savings in areas that had been considered at maximum efficiency inside the company.
Other sales traits that are highly valued by purchasing pros: Being well-prepared for sales calls, making regular sales calls, and technical competence.
The bad news
Reading the list of traits that most irritate purchasing professionals makes you wonder what some salespeople are thinking. Buyers report examples of salespeople who know very little about their own products or company, who are ill-prepared to make the sales call, who show up very late for calls and assume it's no problem, and in some cases are downright dishonest.
But the one thing that annoys buyers the most--lack of follow-up--far exceeds any other single trait. "It amazes me what a company will do to get their foot in the door, but how little they'll do to keep it there," says Don Weber, senior buyer at Joslyn Clark Controls. This comment was fairly typical, with variations of it all through this year's nominations.
Many salespeople still insist on making cold calls, on showing up late, and in going through the "back door" when trying to make a sale. Several purchasing pros mentioned that they consider a back-door call a personal affront, and would do everything possible to prevent their company from doing business with such a salesperson.
Another annoying trait mentioned by several buyers is the focus that salespeople have on new business, while ignoring problems with current orders.
The following winners of Purchasing Magazine's Best Sales Representatives competition were selected from nominations submitted by purchasing professionals over the course of this year. Forms for 1999 nominations will appear in the January 14, 1999, issue of Purchasing.
THE WINNERS
Bob Perazzo
Outside sales
Ryerson Coil Processing
Franklin, Ohio
"Bob is totally dedicated to helping our business excel," says nominator Shannon Schwier, metal buyer for Batesville Tool & Die, Batesville, Ind. "No matter what the problem, time of day, or type of metal we need, he does not go home until it is resolved. He is a wonderful salesman." Perazzo, who also was nominated by Metal Buyer Maggie Henson at Batesville Tool & Die, has been selling to Batesville for seven years. He has made numerous recommendations to improve Batesville's products, including material changes and processing changes. Schwier tells how Perazzo once helped keep a Batesville press running when material from another supplier was rejected. "Bob coordinated a team to get our metal slit and delivered to us in seven hours. This never happens--especially when it was not their job to supply us." When asked to give examples of cost savings that resulted from suggestions of Perazzo, the response from Schwier is "There are so many instances of Bob saving us money that I don't know what to put down."
Rachel Bradbury
Senior sales representative
Diversified Copy Products
San Diego, Calif.
Bradbury provides "absolutely outstanding service and support, follow-up after sales, and training on new products," says Ronald J. Workman, manager of purchasing at Stratagene, La Jolla, Calif. This distributor sales rep personally conducts on-site training for this customer, and "will not leave until users know how to work equipment," according to Workman, who is most bothered by salespeople who are "in the game for one-time sales then move on," and those who "lack product knowledge." Workman commends Bradbury for reminding purchasing when maintenance contracts need renewing and for hand-carrying supplies when needed. He also credits her for working closely with her own suppliers to get good pricing for Stratagene. He cites savings of more than 40% off list prices due to her efforts.
Don Lewis
Accurate Automatic
Wylie, Texas
We decided not to pursue Lewis's title because he "does not believe in them," according to nominator Vicky Opine, buyer at Fisher Controls, Intl., Inc., McKinney, Texas. Part of the reason that Opine values Lewis so highly is his determination to keep production going at her firm. "Don will drop everything to help Fisher in any situation," she says. "He will rework parts from other suppliers, and he has purchased special machines that are kept ready for quick set-up for emergency parts." Lewis has been selling to Fisher for 33 years, Opine adds, and he "is always willing to give advice on design for cost avoidance and cost reduction." Opine says that Accurate Automatic was the first supplier to provide consignment ordering for Fisher. She credits Lewis with more than $1 million per year savings in on-hand inventory and with approximately $1.5 million savings per year in cost reduction and cost avoidance.
Russ Burns
Senior account representative
VWR Scientific Products
Bridgeport, N.J.
Burns "knows what it means to work in a good supplier/ customer relationship," says nominator David R. Lenhart, commodities section supervisor at Exxon Chemical Co., Linden, N.J. He says that a key factor in the success of the three-year integrated supply relationship Exxon has had with VWR "has been Russ Burns and his dedication to servicing this account and in taking this relationship to the next level." Burns frequently finds custom-manufactured chemicals for Exxon made by other suppliers, and his "dedication seems endless to the point of working virtually seven days a week to ensure that ALL our needs are met within the prescribed time frame." Burns spends two days each week at Exxon managing on-site inventory and making contact with users in Exxon labs. Exxon just paid Burns the ultimate compliment by extending the integrated supply agreement with VWR for another three years.
Todd McDonough
Sales representative
Graybar Electric Co.
Boston, Mass.
According to Linda Gauthier, purchasing manager for Servolift/Eastern, Boston, Mass., McDonough routinely helps her out of tough situations. "He always manages to find what I'm looking for and gets it here the next day," says Gauthier. "This is a weekly problem for us, and he has bailed me out so many times that I converted all my business to Graybar." Gauthier is most perturbed by salespeople who are "unprepared, have a lack of knowledge, and won't help you out in a jam." As further evidence of the value that McDonough has added to her company, Gauthier cites how he sampled products and tools from a different manufacturer to convince engineering at her company to make a change that cut costs in half.
Lorraine Tamasiunas
Branch manager
Pitney Bowes Facsimile
Shelton, Conn.
David Harris, purchasing manager at ComAmerica, Inc., San Jose, Calif., says that Thomasiunas will "carry equipment on her back, if she has to, to get the job done." He credits her with serving as a consultant who ensures that equipment ordered is not more than what is needed, keeping expenses down. Cathy Loria, worldwide purchasing, General Motors Corp., Warren, Mich., also nominated Tamasiunas and also appreciates how she handles emergency orders. "Every time General Motors has an urgent request, Lorraine jumps right in and personally handles it. She has never let me down." She also praises her for following up, both with Cathy and with Cathy's customers.
Peter Stairiker
VP sales
Trebor Pulp & Paper, Inc.
Union, N.J.
Nominator John Murphy, director of purchasing at Inbrand Corp., Marietta, Ga., says that Stairiker has "provided many attractive and cost-
effective options with regard to high-dollar procurement commodities." Murphy credits Stairiker with cost savings in excess of $300,000 over the past three years, and cites an example of Stairiker's extra effort: "He enabled our factory to meet a very aggressive production schedule by introducing an alternate source of fluff pulp supply, which provided invaluable while at the same time saving significant dollars."
Marina Dimmick
Sales associate Penn Stainless
Products Quakertown, Pa.
Dimmick is appreciated for her "product knowledge and willingness to work with the customer regardless of size." Nominated by Lisa O'Hara, purchasing agent at Clayton H. Landis Co., Inc., Sounderton, Pa. Dimmick has made terrific customer service part of her basic approach to sales. "We are a job shop that serves many local food industries," relates O'Hara. "We often have emergency breakdowns from our customers. Many times Marina has delivered material after hours in her own vehicle." O'Hara credits Dimmick with cutting machine costs in half by suggesting they substitute calcium-treated stainless plate in a machining application.
Brian Sokol
Sales representative
Formosa Plastics Corp., USA.
Livingston, N.J.
"Aggressive and ethical" are two words used to describe Sokol by nominator Joe Ballinger, supplier management team leader, Union Camp Corp., Norcross, Ga. Sokol provides "regular market updates that assist me in making judgment calls related to market pricing," says Ballinger. "I can request relief in pricing, which has netted us substantial cost reductions, company-wide." Ballinger says Sokol's information "keeps us ahead of market fluctuations in excess of $500,000 annually."
Jill Silverman
Sales representative
Pitney Bowes Facsimile
Shelton, Conn.
Like many other nominators, John Rosado, vice president, telecommunications, Colgate Palmolive Co., New York City, says that Silverman has, "on many occasions, pulled the rabbit out of the hat in response to one of my many requests." Her suggestion to change slower fax machines for more modern units saved 25%-35% on transmission costs, according to Rosado. He also notes that, working together, they donated fax machines to a Harlem school.
Jerry McKenzie
District sales manager
Ormet Aluminum Mill Products
Highland Village, Texas
McKenzie is "extremely attentive, participates actively in cost-reduction incentives and new-product development," according to nominator Shaun M. Rabel, associate buyer at The Celotex Corp., Tampa, Fla. He adds that McKenzie's suggestion to use alternate metal gauges as well as various paper weights has increased yields significantly. And, "emergency shipments are always made as quickly as possible." Rabel adds that work on one new product may have been discontinued if not for McKenzie's efforts.
M.K. Sekor
District sales manager
Techalloy Co., Inc.
Union, Ill.
Nominator Carol Allen, manager, purchasing and traffic, Merrill Mfg., Merrill, Wis., says that Sekor "spent many hours with our engineering and manufacturing group to change our tensile ranges and specs. This enabled us to use standard material, which shortened leadtimes, improved production, and lowered our material costs." Allen pegs savings at 10% on material costs, leadtime reduction of three weeks, and performance level increases of 20%. She also cites Sekor's sending her to a competitor to buy materials, "knowing he wouldn't lose us because of excellent customer service in an emergency."
Ernie Jones
Account representative
Stone Container
Columbus, Ind.
Nominator S. Jean Mikula, purchasing manager at Farbest Foods, Inc., Huntingburg, Ind., credits Jones for his "personal concern regarding market increases with corrugated," which results in Farbest Foods getting special terms for increases. Described by Mikula as "informative and knowledgeable," Jones is helpful in implementing cost savings and developing new products. He is credited with helping develop a new coating that saved Farbest $84,000 in 1997 alone.
Sue Loudenbeck
Outside sales
Future Electronics
Salt Lake City, Utah.
Loudenbeck "always goes the extra mile to ensure good prices and on-time delivery," says nominator Sue Wood, purchasing supervisor at Larson-Davis Inc., Provo, Utah. Loudenbeck was "instrumental in getting a good majority of our parts on a stock-bonding program," and she keeps in touch with Larson-Davis's engineers to prevent them from including hard-to-get or expensive parts in designs when more available and cost-effective parts can get the job done just as well. Wood also cites Loudenbeck's response when incorrect items are received at Larson-Davis: "She gets all the return information and replacement parts very quickly." m
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