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