As a warehouse and logistics provider,
D+S Distribution Inc. needs to focus on
service. When one of its customer’s warehouses flooded, contractually, it was the
client’s responsibility to cover “an act of
God,” but instead of taking this attitude,
D+S employees dove in headfirst to find a
solution.
After informing employees of the situation, D+S contacted the client with the
unsettling news that its products were
waterlogged. Instead of leaving the client on
its own, D+S told the client that a nearby,
unaffected warehouse would be used temporarily while D+S employees restored the
flood site. Despite the headaches and hardships brought by the flood, not a single
order of the customer’s was missed.
CEO Bill DeRodes is committed to providing the highest level of service, and it
starts before any client signs a contract.
His employees first work with potential
customers to develop a customized program by establishing what the customer
expects in terms of service. Sometimes
that means sending them right back
through the door they entered. If the
employee knows that D+S can’t meet the
expectations with the utmost quality, it will
instead recommend a competitor who will
do a better job.
Once a client is on board, then employees
build relationships by getting to know each
client on a first-name basis and connect with
the client on a personal level. For example, a
business lunch conversation goes beyond
talking shop and touches on personal topics,
such as family, so that the customer is more
than just an account number.
Whether it’s everyday normalcy or in a
sink-or-swim situation, D+S Distribution
has proven that by thinking of the customer first, it can stay afloat.
HOW TO REACH: D+S Distribution Inc., (330) 264-7400 or
www.dsdistribution.com