The Electronic Distributor

Facility service providers (FSPs) of larger facilities—such as schools and universities or multitenant, multilocation office buildings—often have much more sophisticated needs of their jansan distributors, such as online ordering, payment options, information, and troubleshooting, than they did just a few years ago.

These FSPs often want their distributors to provide them with useful content available electronically. They want information that not only describes a product but also discusses its price, how it compares to similar tools and equipment, safety issues related to the product’s use, service and repair problems that can come up using the equipment, as well as current material safety data sheets if available.

To accommodate these clients, some astute distributors have gone beyond just launching a Web site and have developed customized online customer catalogs that cover all these items. In addition, these advanced Web sites list all of the products currently used or approved for use by the end customer and give FSPs access to this information 24/7.

This works well for FSPs, especially those in large facilities. And they want their distributors’ electronic capabilities to provide even more possibilities such as:

• Staying in touch with them through scheduled communications
• Personalized e-mail newsletters that include customized information about products the FSP has purchased along with the dates purchased
• Announcements on training, seminars, and industry events
• Success stories demonstrating how other FSPs in similar facilities have dealt with specific challenges

In this increasingly technologically sophisticated atmosphere, electronic communication often supplements calls and meetings with a distributor—it may even be the way some FSPs prefer to do business. If used properly, the “electronic distributor” can use the Internet to build goodwill and strengthen relationships.

Addressing Needs

Today’s FSPs have access to many different options when purchasing cleaning products, tools, and equipment. Instead of asking what they should look for in a distributor, today’s FSPs should ask themselves what they need from a distributor and then find distributors that can fill those needs.

Instead of requesting that distributors send them proposals discussing their goods and services, the process should be reversed; the FSPs should first determine their own goals and needs in the relationship and then seek distributors able to meet these requirements—such as those that can address these needs instantly online.

This online servicing appears to be the direction the FSP/distributor relationship is headed. And although the number of distributors in the jansan industry has dropped dramatically in recent years, their role in the day-to-day operations of many facilities has actually been increasing just as dramatically. And often, and probably more in the future, this will be accomplished electronically.

About David Frank

David Frank, president of Knowledgeworx, Highlands Ranch, CO,  is known as “the high impact speaker who motivates.” Every year he presents over 100 seminars specifically designed for the cleaning industry. He is a nationally recognized authority with over 25 years of experience in cleaning system design, motivation, leadership, facility management, indoor air quality and numerous other topics for cleaning organizations.

Frank is an active member of the International Sanitary Supply Association who has served on the Indoor Air Quality committees for the Carpet & Rug Institute and Underwriters Laboratories to establish standards for healthy building designs, cleaning standards, and environmental remediation. He brings a wealth of information, ideas, and knowledge that will take your organization to the next level of business development.  He may be reached at 303-906-1818.