24 replies to this topic

[jimknecht]

You have gotten home from the tradeshow, have seen some neat things & have requested samples/literature.

So how long does it take for you to get your stuff? Does it all come in within days or do you see a big delay?

My thought has been that many suppliers might not rush to get the requests shipped out, so I really push to get ours done quickly... hoping to get my stuff there before everyone else. I got back in the office Wednesday morning, after the Monday/Tuesday show in Orlando. I had labels sorted & printed by noon Wednesday & the first batch of kits shipped that day. We had requests for about 450 kits & it looks like all of those will be shipped by today (Friday).

So am I silly to rush & push my employees or does it make any difference to you folks?

[Murmur]

To me if I request info or samples, I pretty much like to have them within a week or two. However, I usually keep track of the "important" things. At the Expo next week, I stop by booths and get scanned for info - however, if it is something important I will usually take info with me so I don't have to wait, or will speak with someone to make sure that I have what I need when I need it.

If I request anything and receive it within a week or two, that usually gives me a good first impression on a supplier - they are on top of their game and and interested in our business. There is nothing like getting something in the mail in March or April that thanks me for stopping by their booth (in January).

[samknox]

Hi Jim-

I think it's awesome that you care enough to ask. If distributors have paid for the kits or are paying for shipping get them out as soon as you can. If a distributor took their time to actually speak to your trade show staff, get their kit out as fast as you can.

If a distributor rolled by with a huge trunk and told you to scan and send...send those when you have time.

Most distributors who are worth their weight will only request samples if they think they can sell your idea to a particular customer.

[jimknecht]

Thanks Sam. We don't charge for our kits nor do we use the distributor's shipper number. I've always felt it was our job to supply our distributors with whatever sales aids they need... at no cost.

Because I think our kit is a perfect introduction to our line, we actually push distributors to accept one. With every contact, we question if they would like one of our free kits.

I consider doing such simply as a cost of doing business. I just question if it helps for me to get this info out immediately, or if you folks really pay attention to this.

[Badgerfans]

Many times if it is really important and such, we will make notes and come back to the office and fax in the request on Monday. It seems to get here a lot faster than being bunched up with the whole show group. Many times the show group doesn't even arrive or comes about a month or so later.
Many times we will keep a list of samples and such that are requsted. It is sad when they don't arrive-- what happened to those business cards with all the notes on the back? As an example, looking at a list from the last road show in September-- too many items that seemed to have gotten "lost".
Jim-- it sound slike you have gone above and beyond.
I know there are some suppliers that must take care of all sample requests the day of the show-- we have them some times when we arrive home-- what a shock.

[samknox]

Jim!

Yeah you!!! What a refreshing supplier attitude! I hope you are at PPAI next week, if you are send me your booth # and we'll be sure to stop by sam@cleveradvantage.com . Hank great point!

[djoctagone]

With regards to PPAI The Expo, I know which suppliers ship catalogs promptly and which do not. I grab extra catalogs of the suppliers that do not. Furthermore, I know which suppliers bombard me with catalogs, or which suppliers I expect to see at local tabletop shows in the coming weeks.

With regards to samples, I ask the booth rep to give me the email address of a person back at the factory that can fulfill my sample request. I then email it myself from my mobile.

I know what life is like for these reps, and how know likely it is for my request to get lost, delayed, confused, etc. . . . especially if it's jotted down on the back of a business card.

[royhill]

Jim, it was nice to meet you at the show. Since you were in another conversation I just briefly introduced myself to thank you for the pass you offered here on DT. I had planned on stopping by again later but never made it back to get better acquainted and to request your kit.

By getting everything out quickly and also by requesting our feedback you once again demonstrate why Dooley is rated A+.

Now to answer your question :D . . . while in most cases it may not really make a huge difference when I receive requested information, it certainly gives a much better impression of a supplier's general attitude towards customer service when it arrives promptly. And since several suppliers handle similar products it is that attitude which could be the determining factor of who to go with.

I relate it to when I was in the bar business...there are a lot of places to get a drink but one goes where one feels comfortable & appreciated.

Here's to a prosperous New Year!

[jimknecht]

Badgerfans said:

I know there are some suppliers that must take care of all sample requests the day of the show-- we have them some times when we arrive home-- what a shock.

Hank, our scanning software, provided by Sage, does allow us to email the leads. I would assume that is what those folks are doing & forwarding those leads each day back to the office. However, since I am the person responsible for taking that raw data & formatting the labels, I just wait till my 1st day back. I guess I could do that work each evening after the show, but I'd rather eat hearty & have some fun.

[jimknecht]

samknox said:

I hope you are at PPAI next week, if you are send me your booth # and we'll be sure to stop by sam@cleveradvantage.com .

Sorry, but not doing the Expo this year. I'm concentrating on the smaller shows... such as select ASI shows & various regionals.

[Promo Man]

It always suprises me how many suppliers don't bother sending catalogs or info. after going through the expense of a trade show. Having worked as a supplier at one time, I always stressed getting requested material in the mail or to the mail house within a week while the iron was hot.

[jimknecht]

Promo Man said:

It always suprises me how many suppliers don't bother sending catalogs or info. after going through the expense of a trade show.

Maybe you are surprised, as I would be, because you think like an owner/manager. You & I take our business personally & realize the importance, to our own bottom line, of striking while the iron is hot.

Maybe the problem you see is because of unmotivated employees... folks that aren't happy in their jobs or feel no loyalty to the company. This can include the folks working the show and/or the folks fulfilling the requests in the office.

My primary job as owner is not to make the most money possible in the short term, but to look after the long term health of my business. Key to that is motivated employees. My job is to make them take ownership of everything they do, so that they react the same as I would. Any employee that fears for their job or thinks they are expendable will never take ownership of their duties. At Dooley, we never lay off employees. Not when we have seasonal slowdowns or even now in a harsh economy. As opposed to laying off anyone, we all took the same percent of pay cut and let me tell you, everyone was more than happy to do so.

I think maybe that is why so many of you distributors look for the family owned businesses. Just maybe this might explain why some businesses do such a poor job of responding to your request for info/samples.

[ProPrinters]

Jim,

You can sense on the phone when employees care about their business. When they take ownership of your job, go the extra mile etc, it certainly is reflected in their attitude, therefore their voice etc.

[jimknecht]

Promo Man said:

It always suprises me how many suppliers don't bother sending catalogs or info. after going through the expense of a trade show.

After giving this further reflection, there might be another explanation. You would be amazed how many distributors have incorrect or missing address info in their scans. After sending out kits after last week's show, I bet I have received a dozen or more notifications from UPS stating the address is wrong & undeliverable. Now with sending catalogs thru the USPS, I would bet any such problem would result in those simply being thrown away.

So folks, PLEASE, PLEASE, PLEASE verify the data is correct on your badge. DON"T assume anything. I suggest initially going to a supplier that is not busy & have them scan you. Then personally check what the supplier sees.

[Allan]

OK. I verify the information and it is wrong. What do I do now?



On a related note: I just got an $8.00 charge from UPS for a package I sent out that they did an address correction on. I am sure that you don't want that same think often. How can we avoid that? I did not ask them to change the address. I would have rather had them return it to me and let me pay for shipping it out again. Would have been $4.00 cheaper. to pay the second shipping charge.

jimknecht said:

After giving this further reflection, there might be another explanation. You would be amazed how many distributors have incorrect or missing address info in their scans. After sending out kits after last week's show, I bet I have received a dozen or more notifications from UPS stating the address is wrong & undeliverable. Now with sending catalogs thru the USPS, I would bet any such problem would result in those simply being thrown away.

So folks, PLEASE, PLEASE, PLEASE verify the data is correct on your badge. DON"T assume anything. I suggest initially going to a supplier that is not busy & have them scan you. Then personally check what the supplier sees.

[jimknecht]

Allan said:

OK. I verify the information and it is wrong. What do I do now?

Go back outside the show to the registration area. I would assume you would go to the booth where they process onsite registration, since they have to be able to create new badges. However there are normally show staff all around that area, so just ask.

Allan said:

On a related note: I just got an $8.00 charge from UPS for a package I sent out that they did an address correction on. I am sure that you don't want that same think often. How can we avoid that?

Welcome to my world. I get several of these every day for orders but I bet I get 20 or so after a show. This is why I want you folks to learn to check your data on your badge. UPS corrects most, at another fee to me, but some they can't... and then you wonder why those stupid suppliers failed to send you anything. :(

[Ron Van D]

Specifically addressing the Dooley sample kit:

I have, on numerous occasions, requested a sample of the pulled pork, ribs, and chicken. Disappointingly. it has yet to be delivered.:mad:

[jimknecht]

Ron Van D said:

Specifically addressing the Dooley sample kit:

I have, on numerous occasions, requested a sample of the pulled pork, ribs, and chicken. Disappointingly. it has yet to be delivered.:mad:

Too good to ship. Come for a visit & it will be free... just like the kit. :)

[royster13]

Your on Jim.....By the way I booked my flight from Spokane to Memphis via Cleveland and it was only U$404.00 all in....It was cheaper to fly all the way to Memphis versus just Cleveland......lol....

[Badgerfans]

How long is too long to wait for catalogs and samples requested at a show?