Family owned and operated, Southwest Chemical Company and Restaurant Supply services the Lawton, OK, area, nearby U.S. Army post Fort Sill and customers worldwide. Left to right are General Manager Jerry Swigert, owner/President Mary Ann Swigert, Vice President Laura Magrath and Sales Manager Shawn Magrath.
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32 — Maintenance Sales News — September/October 2019
customers understand what type of finish would be best for them.” Southwest Chemical’s delivery service is also another important aspect of customer service, that the big boxes and online retailers often cannot match. For example, the distributor’s delivery drivers are well-versed in the products they deliver. Drivers are able to handle accounts’ questions, and, if they don’t know the answer, will contact the office to get the customer the information he/she is seeking. “They know everything about installing dishwasher and paper towel dispensers,” Magrath said. “Our delivery drivers know all about servicing accounts, so it is just not the sales manager who is interacting with customers.” Indeed, it is often the case that customers see a distribution company’s drivers more than any other employees. “As our customers see drivers quite often, we make sure they are educated and that they represent the company well,” Magrath said. “They are veterans and have a great work ethic. If customers want something stocked in a supply closet or put on a shelf, our drivers will do that for them. We don’t just drop deliveries at the front door. That is all part of the customer service we offer.” Furthermore, when a customer visits the Southwest Chemical showroom and buys products, company employees will carry the purchase out to his/her vehicle. “We don’t expect the customer to carry heavy boxes. We take care of them in that way,” Magrath said. Southwest Chemical’s customer service efforts also extend to its equipment repair operation. “Jerry (Swigert) services the machines. We stand behind our commercial equipment,” Magrath said. “We are open to repairing equipment that wasn’t purchased from us, in the hope the next time a customer buys equipment, he/she will buy from us. “In addition, we call on accounts to make sure their equipment is working properly. If customers need help — maybe they are not sure which pad to put on a buffer, or what finish might be best for them, etc. — we are willing and able to provide that service. Again, it all boils down to customer service.” While the movement to “green” products hasn’t caught on in Southwest Chem-