Retailer seruice improvements

By Daryl L. Lansdale President & CEO Scotty's

T HE 1990s are here. and they I bring with them predictions of recession, slow downs, building moratoriums and environmental disasters. However, the new decade also brings new products, new technologies, new methods of communication and new opportunities. At Scotty's we are determined to focus on all the opportunities the future holds. Scotty's stores are predominantly in Florida (165 stores total. 155 in Florida, 3 in Alabama and 7 in Georgia), where tremendous growth in population continues. Over l7 billion dollars will be spent on building products in 1991, according to a Florida Long Term Economic Fore- cast. By concentrating our efforts on our custoryler, we expect to get a significant portion of the building products industry.

Most retailers today recognize that whether their customer is a contractor, a remodeler or a do-it-yourselfer, he demands service. And that service must be more than a smile. It requires that you be in stock with the products a customer needs, when he needs them. The customer does not want excuses.

Service also requires that we have trained, capable personnel. Personnel that are able to answer questions the professional might have about a new tool, as well as questions a homeowner might have about installing a faucet.

As the professional contractor shifts from new housing to repair and remodel projects, we must reemphasize the service requirements they have. We will make certain that all our employees understand that time is essential to this group of customers and that this need is met.

Quality and value are no longer