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weekly deliveries to most of our accounts. Customers know when we are coming, which is very convenient. “Our first priority is to take care of the customer in an efficient and orderly manner. Our sales staff and customer service people are very good at helping customers create their orders to try and eliminate mistakes and the need to make emergency runs. We also offer a vendor maintained inventory system program, where we go to customers’ facilities and help manage their inventory. “We try to make it so simple for the customer to do business with us. It’s just we do it; it’s done; and they are happy. If the customer doesn’t have to think or worry, then you are going to keep that business.” Another valuable customer service available at AB&E is its equipment service department. The company’s equipment offerings include rider and walk-behind scrubbers; battery, propane and electric burnishers; electric floor machines; carpet extractors; upright and wet-dry vacuums; sweepers; and stripping machines. AB&E services equipment regardless of where it was originally purchased. “The great thing about the service department is it allows us to interact with customers. Furthermore, if a customer has a piece of equipment that needs to be replaced, our service manager is usually the first one to know,” Garbett said. “We have a technician on site who handles most of the repairs. We partner with an
Arkansas Bag & Equipment Co. outside company when we need help with large pieces of equipment. The entire operation is managed by AB&E.” When it comes to AB&E’s suppliers, Garbett said consistency is key. “All of our manufacturers are very consistent. I look for dependability as far as service and delivery is concerned,” Garbett said. “I know how long it is going to take for my vendors to ship to me. This helps us in managing our inventory. “We also seek vendors who are responsive when we need help on special pricing, or information, or help in taking care of a customer’s special request.” AB&E’s long-term relationships with its vendors are also a
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plus for customers. “We rarely change manufacturers,” Garbett said. “As a result, customers have come to expect that when they order a product from us it is going to be the same as it was last year and the year before.” AB&E also is a member of a well-known buyers group, without which, according to Garbett, it would be much more difficult to sustain a prosperous company. “Companies such as ours need to support their buying group. In this day and age, rebates and discounts that are available from being part of a buying group allow you to make a profit. “It is critical to do a good job managing the ‘back end’ of the business, and purchasing is part of the back end. We seek manufacturers that offer quality products. The cheapest or the highest priced product is not always what customers want or need. “They want a product they can use time and time again and feel comfortable knowing it is going to do exactly what they want it to do.” In speaking of some of the challenges AB&E is dealing with in today’s economy, Garbett pointed to a trend that is having somewhat of a negative impact on margins. “I’m seeing more schools using building service contractors,” he reported. “The school market has tightened up the past few years. They used to spend money pretty easily taking care of their maintenance needs themselves. Now, I’m seeing them going to
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Warsaw Chemical Company, Inc. P.O. Box 858 • Warsaw, IN 46580 USA Tel: 800-548-3396 or 574-267-3251 • Fax: 574-267-3884 Email:wcc@warsaw-chem.com • http://www.warsaw-chem.com
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