How producers lp customers grow their business

By Thomas J. Westbrook President/c.e.o. World Wide Wood Network. Ltd. Yelm, Wa.

fT'S 7:30 a.m.. you're on your first Icup of coffee at the office and you receive an e-mail from one of your customers-they need four carloads of 2x6 hem-fir, 2&Btr., KD, random assortment of lengths heavy to l2's, delivered to Denver, Co., by next Wednesday. Today is Thursday. Can you make the commitment to price and delivery time?

Excited about the potential for a good sale so early in the day, you look to your inventory management system to see what is available to ship. The blue screen appears magically on your computer screen and you see you are oversold locally, but there is one car available at the Spokane, Wa., plant and a partial in Eugene, Or. Both phone calls to your fellow sales managers at the other plants go directly to voice mail, so you send them an email as well and hope they get back to you quickly.

As you dive further into your email, another customer calls looking to source the same products, with the same delivery point, but two days later for arrival. You head for another cup of coffee when your sales clerk meets you in the hallway with a fax from another customer, also looking for the same product-this time to another delivery point, but also for next Thursday. Now you know, you're being shopped.

As a lumber producer some years back, one of my least favorite things each day was knowing I was going to be beat up for price and delivery dates by my customers each day, while they shopped me against my competition.

Of course, we played the game every day, but at the end of the day, having spent several hours in return phone calls, re-arrangements and re-quotes, my best customers would end up buying from me anyway.

Sound familiar? The products and specific circumstances may be different to you, but the situation occurs every day-just like with Bill Murray in Ground Hog Day. Day in and day out, no matter how much you try to differentiate your products or services from the competition, you know each day your customers are going to shop you anyway. And this is what you call a relationship? If your spouse treated you like this, you wouldn't call it a relationship, you'd probably call it quits.

So why is this daily negotiation process of cat and mouse a business process we continue to embrace?

Probably because that's just the way we do business.

Is there a better way? Maybe not with all products or all customers, but there is with some. Whether you call it program sales or vendor-managed inventory (VMI), by leveraging your relationships with your best customers, you can bring some degree of sanity to your daily sales activities. This is how it works.

Remember the 80/20 Rule: 807o of your business comes from 20Vo of your customers. Start by focusing on the 2OVo. Let them know you value the relationship you have developed with them over the years, and that you can help them grow their business by changing the way you have tradition- ally worked with each other.

Most of your customers recognize that they truly grow their business through increased sales, not through beating you up over price each day against your competitors. But, that is the only world they have been offered, so they work the procurement end trying to save some dollars each day. This is valuable time your customer could be using to increase their sales by spending more time with their best customers (or cultivating new ones)time they have been looking for, but not finding due to their focus on procurement. So, you unlock this time for them, and coincidentally, save some time for yourself to grow new relationships with more customers.

Get your customer to understand that since they are going to buy from you everyday anyway, you will cover all their needs in certain products delivered to certain locations, on a daily, weekly or other agreed to interval, at a fixed pricing structure. The price might be guaranteed for a time, or it may be predicated upon some base price structure from a pricereporting guide. But, the gist of it is that you, as the supplier, will manage the inventory level of certain products for your customers at its various locations and give them superior service. This way they are assured of the inventory when they need it, at a price you both can live with, and they don't have to worry about procurement for those products. They can focus on selling them, and you know you have a sale, day in and day out. Now, this is ruly a relationship. And, one that is a win for all involved.

How you structure the business process of your vendor-managed inventory relationship can take on different forms, and is a subject for another time. But, there is only one efficient way, and that is to be electronically connected with your customer----either by receiving electronic Purchase Orders from your customer on a regular basis, or by receiving your customer' s inventory information daily (or in real-time) so you can really manage the inventory requirements against your product availability. This process is best enabled through a secure Internet connection between you and your customer in conjunction with a browser-based software application designed specifically for this purpose.

- For more information on vendor-managed inventory programs, visit www.wwwood.net or contact Westbrook at tiw@wwwood.net.

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Brooks Building Products, Greensboro, N.C., has opened a new showroom/warehouse at its Raleigh, N.C., location, adding 40,000 sq. ft. and three acres of storage to the facility

Lowe's Cos. plans to open new stores before year's end in Baybrook and Meyerland, Tx.; Lenoir, N.C.; Rome and Snellville, Ga., and Cadsden. Al. ... the chain is also considering a site in Pharr, Tx., for a 150,000-sq. ft. store

Home Depot this month opens new home centers in S. Annapolis, Md.; Kitty Hawk and E. Greensboro, N.C., and an Expo Design Center in Columbia, Md. ...

Home Depot will devote a larger percentage its capital spending to upgrading existing stores; in 2o02,85Vo of its $3.6 billion capital spending budget is going toward opening 200 new stores, while l5vo was earmarked to improve older stores ... Depot will also increase the number of instore appliance showrooms from 292 to 550 by year's end

East Coast Lumber & Supply Co,,Port St. Lucie, Fl., was one of nine companies honored with the Governor's Business Leadership Award...

Siewers Lumber & Millwork, Richmond. Va.. has been named one of 28 finalists in the 2002 Better Business Bureau International Torch Award for Marketplace Ethics

Fo xw o rth- G alb raith Lumb e r Co., Dallas, Tx., contributed funds to send 1,511 children to a performance of the musical The Lion Klng Sept. 13 in Dallas

Ace Hardware Corp. was one of 100 firms thatwon CIO Magazine's 2002 CIO-100 Award for technology and process inte- gration Ace premiered two new commercials Sept. 5 during the "Monday Night Football" broadcast featuring co-op spokesman and broadcaster John Madden ...

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U.S. Commerce Department is considering allowing individual Canadian provinces to escape U.S. duties on softwood lumber within a year if they institute approved timber market reforms

Ge o rgia - Pac ifi c C orp., Atlanta, Ga., has postponed the planned separation of its building products division from its consumer paper products division because of uncertain financial markets (see June, p.20)

M.G. Building Materials opens a new DC and door and millwork plant this month in San Antonio, Tx.; Gary Miller, ex-Weyerhaeuser Co.,mgn...

House Hasson Hardware is expanding its Knoxville, Tn., warehouse by 40Vo to 350,000 sq. ft.; a new conveying system will allow the warehouse to increase the number of items stocked by l2.5vo to 45,000 units ...

Louis iana- Pac ific C orp. has sold its timberlands near Urania, La., to Barrs & Glawson Investments and an undisclosed parry for $68 million; the move is part of LP's ongoing debt reduction plan ...

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Southern Millwork, Houston, Tx., received word that former employee Kadeidre Swenney and two other men reportedly pleaded guilty to stealing $1.5 million from the companJ, according to The Beaumnnt Enterprise

Forest Technology Group, Summerville, S.C., has opened a Northwest regional sales office in Vancouver, Wa,

U.S. Plastic Lumber Corp., Boca Raton, Fl., has refinanced its credit line with senior lenders and completed the sale of its Clean Earth envtronmental services and recycling division to CEI Holding Corp....

Alcoa Building Products, Gaffney, S.C., has consolidated four product lines (Cellwood vinyl siding, Cellwood designer accents, Cellwood shutters, and Alumax aluminum products) into a new Retail Brands Group

Black & Decker will close its 175,000-sq. ft. Kwil<set factory in Waynesboro, Ga., by 2004

Johns Manville is now using pentane, a non-ozone depleting blowing agent, to produce poliso foam roof insulations at its Jacksonville, Fl., plant ...

ITEC Steel has merged with subsidiary Steel Truss and Frame Carp. to form Nuconsteel,Denton, Tx.; Don Moody is president

Owens Corning won 84 Lumber Co.'s Vendor of the Year Award

StringJfellow Lumber Co., Birmingham, Al., is now distributing U.S. Plastic Lumber's Carefree decking systems in Al., Ga., eastern Ms., and Chattanooga, Tn. ...

Anniversari es: Thomp s on Hardwoods, Hazlehurst, Ga., 45th plonting 1.7 million trees every doy is o smorl inveslmenl.

Housing starrs in August (latest figures) fell2.2Vo to a seasonally adjusted rate of 1.645 millioa single family starts dropped 4.4Vo to 1.309 million; multi-family was at a rate of 330,000 for 5+ units building permits decreased 2.5Vo to a seasonally adjusted annual rate of 1.669 million.

The Sustoinoble Forestry Initiotiveo progrom is dedicoted to the future of the notion's forests, os well os the chollenge of preserving rore ond endongered forests oround the world. Respect for noture ond sound business proctices ore integroted to the benefit of the environment, londowners, shoreholders, customers ond the people they serve. And thot ollows us to meet the demond for wood ond poper products, while helping to ensure our forests will be oround forever.

(2 SUSTruNABLE FORESTRY INITIATIVE@ t Grorring tomorovr/sfioreststodcry.= www.oboutsfi.org