Distributor Profile - Service Driven Success
After recently adding Protec paints to its line up that includes architectural paints and blinds, the closure of a nearby Protec distributor sent Bristol Tweed Heads into overdrive. Owner, Stewart Conroy, knew it was an outstanding opportunity but it had to be tackled correctly.
“Initially, I spent all my time on the road putting the groundwork in to learn about who and where our customers were and exactly what they needed. Some customers at the other end of the Gold Coast thought we were too far away until I pointed out our delivery service. We committed to a free daily delivery run that leaves at 8am every morning and we offer a courier service throughout the day. We’ve also made the commitment to keep a large range of required products in stock for our customers. Feedback from customers is that they’re getting better service than ever. My business mantra has always been, if you have the products in stock and get customer service right, then price is less of an issue – customers generally won’t argue over a few bucks if they’re getting really good service.”
Strong over the counter sales have also contributed to the dramatic jump in Protec sales. “We’ve always had a dedicated automotive sales area but the new store layout really emphasises it. We’ve done no real advertising for over the counter sales but through word of mouth people are getting to know that we have a full range of Protec automotive refinish products and that’s really seen sales increase over the past few months.”
There’s also been a positive response to the new Protec product range. “We didn’t have a lot to do with the old 2-pack range but customers are taking to the new, fresh range really well. The simplified product line up is easier for all of us to understand and it’s producing very good results, both in the paint shops and in terms of sales!”