A/R, Online Ordering, Peers, Samples, Greenhorn Tips with Kathy Stevenson-Loes DSR of the Year
- Managing A/R – Kathy has almost everybody set up on ACH or credit cards. She only has 3-4 that she collects checks from.
- Managing your customers’ online order entry – About 50% of them order online. You do NOT want to lose an item to your competitor. You should review their order whether you take it in person, or they place it online. Kathy likes to stay in touch with her customers. Some will start their order ahead of time, then she goes in and helps them finish it before placing it, so she is aware of any missing items, etc.
- Communicating with your customers – She has everyone’s phone number, kitchen managers, chefs, etc.
- Do you ever turn your phone off or not answer it? She always has her phone on and believes if a customer has a problem, they need to be acknowledged. It is just easier to answer to keep them from calling someone else.
- Managing problems/mistakes with customers – Kathy will always take the heat and fix it. Try to never let the kitchen manager, etc. take the blame because it is always fixable.
- Managing problems/mistakes with your company – You must roll with the punches and treat everyone in your company with respect. Mistakes happen and if you just fix them, without blaming, you look like a hero.
- Managing your personal problems when dealing with customers – She never shares her problems if she is having them with her customer. She is there to do a job in a positive and enthusiastic manner.
- Managing samples – The secret to samples is following up! Cannot simply leave them, you must put on your calendar to follow up, otherwise it gets forgotten. They are busy too.
- Tips on selling the “NEXT” item to your customer that they are purchasing from your competitor. If you want to sell the same item, go to your vendor to see if there is a kind of rebate, cents per pound, allowance to put some bells and whistles on it that your competitor is not likely doing for them. Or find a like item that is better because it has better price or yield or saves them on labor.
- Greenhorn Advice – for managing their day-to-day – Make the calls, do the training, sample the products, show up, and keep learning products. Partner with a Veteran DSR who can help and show you better ways to get things done. Being a DSR is like owning your own business. This job is like managing the “Heartbeat of the City”.
Be a Resource and SELL SOMETHING!