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12 November/December 2012 When you own the brand, You Take a Bigger Slice of the Profits! We guarantee to grow YOUR business with... ��Wide selection of formulas � Competitive market pricing � Private brand creation ��Marketing materials ��Factory-trained sales support� Your logo here! Call Today! 800.467.6294 www.midlabinc.com Circle 32 AP&T Account Representatives Tony Reeves, Scott Bell and Jim Hatcher (left to right) work at the company’s headquarters in Nashville, TN. “We are a month or two from launching our new website. We are planning a soft launch (sometime in December) and a hard launch the following month. We feel we have put together a site and a customer experience that with time will rival the big box’s sites in terms of functionality. “What we have learned from this process is that we have to continually invest in new functionality and content development. Customers want good information on every single item.” While the new website will feature the tools to compete with the big box stores, AP&T will have the additional advantage of being able to bring its expertise into play with customers. The idea is to not sacrifice the distributor’s mission of offering personalized service while expanding its Web capabilities. “When a person orders a product online from a big box retailer, all he or she will receive is the item,” Spivak said. “When customers order online from AP&T, we have the resources to back that up with hands-on service. We have the ability to make our product specialists available to customers to evaluate their facilities and help them to develop business solutions.” Shaffer added: “If we lose personalized service, we lose the core of who we are.” “The big stores have forced us to compete on the technology side. Now, we will force them to compete at the local level with expertise, relationships and better solutions — which is where we thrive,” Wright said. “If you are not investing in your business, you are not going to be in business very long. “We started expanding outside Nashville and our other branches about 20 years ago. We still have an expansion plan that is very viable, and as soon as next year, we might consider a new market. “Distributors who are not investing in technology, personnel and geography are going to have a very diffi- cult time surviving because of the changing marketplace, of which technology is a big part. The new website is just one piece of what we are trying to sell.” AP&T’s evolution the past several years has reaped many benefits, some “Getting drivers involved in looking for sales leads gave them ‘buy in.’ Drivers have taken more ownership in the company because they have seen us respond to their requests.” — Senior Vice President Mark Wright of which were not planned or foreseen when the process began. For example, as the company’s executive team worked together, a road map for the future succession of top leadership began to come into focus. “The vision started to come together for everyone at once, almost without effort, about how we can move forward for the future,” Shaffer said. “This vision gave some level of comfort to my father and our CFO, David Morris, about preparing for the future. Wright added: “We began to have confidence in our succession plan.” ‘Change Agents’ While a succession plan for AP&T’s top leadership began to become apparent during the company’s “evolution” period, the process also gave other employees the chance to shine when it came to displaying leadership qualities. “We have about 275 ‘fabulous’ employees,” Shaffer said. “One of the reasons we have been successful is the relationship between management and our employees. We have extremely low turnover. Their dedication to us and our dedication to them has made us stronger and more successful.” As AP&T analyzed every aspect of the business in 2009 and 2010, many employees began to emerge as leaders and problem-solvers. “Prior to 2009, we had our executives and top management, but we didn’t have a good foundation of middle management,” Shaffer said. “We began to identify many new leaders for the future of our company as people started stepping up and getting involved in problem solving.
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