24 November/December 2012 Tamara Ferguson of WCP Solutions, Kent, WA ing jani<strong>to</strong>rial supplies, but we still have the walk-in retail vacuum cleaner business.” Seeking just one location, VCC built a new facility five years ago. The new building includes offices, a showroom, warehouse and four rental locations that VCC rents <strong>to</strong> other businesses. “We have a very good location with a nice walk-in business,” Hill said. “We also have a full-service repair department with four repair people. We service equipment from propane buffers <strong>to</strong> household vacuum cleaners <strong>to</strong> battery operated equipment. We also expanded our office space last year. “Business has been good and we are trying <strong>to</strong> control growth <strong>to</strong> make sure we are financially sound. We have worked hard <strong>to</strong> be confident that what we have in our warehouse is what we are selling.” Also last year, the company reconfigured its warehouse, adding space by narrowing aisles and taking advantage of the warehouse’s 30-foot ceiling <strong>to</strong> stack products higher. VCC purchased a $45,000 fork lift as a part of this project. When it comes <strong>to</strong> cus<strong>to</strong>mer service, VCC seeks <strong>to</strong> establish relationships with cus<strong>to</strong>mers w<strong>here</strong> they feel the company is their partner. “Our goal is for our sales reps, as they work with an account, <strong>to</strong> partner with cus<strong>to</strong>mers <strong>to</strong> see w<strong>here</strong> t<strong>here</strong> is opportunity for us <strong>to</strong> help them save money — <strong>to</strong> be valuable <strong>to</strong> them,” Hill said. “We have had distribu<strong>to</strong>rs in our area who go after low margin items and they price them low. Then, a month later, these distribu<strong>to</strong>rs raise their prices. We don’t conduct business that way. “We seek <strong>to</strong> give our cus<strong>to</strong>mers value, while building long-term relationships that are positive, professional and honest. We have developed our business with integrity and honesty. When we say we are going <strong>to</strong> do something, we try <strong>to</strong> follow through with what we promised.” An important aspect of building lasting relationships with cus<strong>to</strong>mers is service after the sale. “For example, we support cus<strong>to</strong>mers when they purchase equipment,” Hill said. “We train ALL THIS AND MORE! BUY NOW & SAVE BIG! Mo<strong>to</strong>rs Gaskets Batteries Hoses & Plugs Bearings Propane Equipment Brushes & Accessories Pumps Chains Squeegees Chargers Tools Cords Upright Vacuum Parts Drive Components Vacuum Bags Electrical Valves Filters Wheels & Tires GOFER PARTS Quality Aftermarket Parts at Prices You Can Trust! www.GOFERPARTS.com 1-877-GOFER11 Circle 19 their employees how <strong>to</strong> operate the equipment, and we also follow up with service. We take care of warranty service if needed.” As well as offering training at the cus<strong>to</strong>mer’s site, VCC has a conference room that will accommodate up <strong>to</strong> 25 people w<strong>here</strong> it conducts seminars from time <strong>to</strong> time. The new conference room was part of last year’s office expansion project. “When we have people in for a training seminar, we also offer <strong>to</strong>urs of our warehouse and facility,” Hill said. “When we train, t<strong>here</strong> is no cost <strong>to</strong> the cus<strong>to</strong>mer. These events have helped seal our relationships with cus<strong>to</strong>mers. We are trying <strong>to</strong> be a value-added with an emphasis on service.” VCC’s low turnover rate among employees also aids in building relationships, as cus<strong>to</strong>mers are able <strong>to</strong> deal with the same people over a period of years. “We have 25 employees and they are the best,” Hill said. “When people visit our facility, they see the same faces. When our guys deliver, we stack the items w<strong>here</strong> and how cus<strong>to</strong>mers desire. “Our drivers have relationships with cus<strong>to</strong>mers and they actually help us retain business. They let us know when t<strong>here</strong> are issues at an account. We all work <strong>to</strong>gether. I tell all our people we are all commissioned sales people, whether we get paid by commission or not. “We have a great group and that is the key <strong>to</strong> success of our company. Our employees are <strong>to</strong>p-notch.” While demand for environmentally friendly products is not yet huge in VCC’s delivery area, the company offers green products and is gearing up for when the demand in- creases. “We are preparing our cus<strong>to</strong>mers for when green becomes more focused in our area,” Hill said. “Many people still have the, ‘If it is green it Randy Hill of VCC Jani<strong>to</strong>rial Supply, Bossier City, LA doesn’t clean mentality,’ but we have tried <strong>to</strong> show this attitude is old his<strong>to</strong>ry. Today, the new green products perform well. “I have dealt with a lot of chemicals over the years. When we are conducing in-service training, I tell housekeeping people, ‘We must take care of ourselves before we can take care of other people.’ We have <strong>to</strong> be concerned about what we are exposed <strong>to</strong>, whether we are breathing it or <strong>to</strong>uching it on our skin or ingesting a substance — we have got <strong>to</strong> take care of ourselves. This is w<strong>here</strong> green products have an advantage. They are safe, not only for the environment, but also for us. “We have a major contrac<strong>to</strong>r cus<strong>to</strong>mer that is LEED certified. We have supported the company with eco-friendly products from microfiber <strong>to</strong> chemicals. This service has been very effective and we have developed a good relationship with the contrac<strong>to</strong>r. We work with and train its employees.” Hill said VCC has good relationships with its suppliers and the company has recently joined a national buying group. Looking down the road, Hill said VCC’s emphasis will be <strong>to</strong> continue <strong>to</strong> look for ways <strong>to</strong> enhance the company’s value <strong>to</strong> cus<strong>to</strong>mers. “It is very important that we remain a source for solutions and not just a price,” Hill said. “Anyone can get the price, but we have got <strong>to</strong> be bigger and better than that. We will accomplish this by getting off of the price and becoming valuable <strong>to</strong> our cus<strong>to</strong>mers by being a resource. When t<strong>here</strong> is a need, we fill that need.” Contact: VCC Jani<strong>to</strong>rial Supply, 65 E. Texas, Bossier City, LA 71111. Phone: 800-326-5442; 318-746-5442; Email: vccjani<strong>to</strong>rial@bellsouth.net. Website: www.vccjani<strong>to</strong>rialsupply.com. While Domade, of Boones Mill, VA, near Roanoke, was founded more than 30 years ago, it has been owned by Todd Dean for just a little over a year. Dean describes Domade as primarily a specialty chemical company, with an emphasis on harder-<strong>to</strong>-find industrial strength products. “Our sales are probably 70 percent chemicals and 30 percent hardware,” Dean said. “We offer products in such categories as industrial, jan/san, herbicides, insecticides, au<strong>to</strong> care, floor care and hand care, servicing Virginia and North Carolina.” Domade’s cus<strong>to</strong>mer base includes schools, colleges, universities, manufacturing, trucking and a variety of small businesses. “Municipalities are a big cus<strong>to</strong>mer segment for the company,” Dean said. “When I say
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