Professional Testimonials and Endorsements
- 2. Professional Testimonials
From: Steve Norlin
Sent: Tue 4/21/2015 2:46 PM
To: Mid‐State Supply Global
Subject: Customers
Good Afternoon,
I want to keep communicating on our mission towards the "Relentless Pursuit of Greatness" that we
talked about in our joint meeting on March 27. This is our commitment to get better every day and
have our customers recognize us for all of the great things we can do. This process does not happen by
itself, we have to ask questions, look for opportunities and implement solutions based on the needs of
our customers. My point is don't wait for someone else to start the process, get involved and let's
have some fun.
I wanted to share an example of what I am talking about. A little over a week ago, Darren Huff e‐
mailed me to set up a meeting with Ahern Gross Plumbing, a good customer of ours in the Fond du lac
area. Darren had taken over this account last October and felt it necessary to have a discussion with
them on their 2015 outlook, expectations, service failures and how we could build a better relationship
going forward. Darren realized that being relatively new, he did not own the relationship with Ahern
Gross, but wanted to find out what was expected of him and of Mid‐State Supply. Last Friday, Tom
Gross, the owner and Bill, his head of purchasing were at this meeting in Fond du lac. They gave us an
hour and a half of open communication and we were able to cover a wide range of topics that I feel
will lead to a stronger bond between our companies. We also have a checklist of areas we have to
improve on to set us above the other distributors they deal with.
This is a real opportunity in front of us. It is only one customer, but that is how this process works. We
look for gaps or service failures, figure a way to fill those gaps on a consistent basis and deliver the
best service in our market space. I can't tell you enough that we need to focus on improving service
levels to our customers. They are grading us on our performance and either rewarding or penalizing us
for the results. We control the process and it is ours to win.
I want to thank Darren for taking the initiative to set up this meeting. It is up to us to take the next
step with Ahern Gross. Which one of you will give us the next opportunity?
Steve
Subject: Re: help!
From: Marissa Tempesta
To: darren.huff@questanalytics.com
CC: Debra Bornstein
Date Sent: 2/19/2013 10:29:53 AM
Hi Darren‐ thanks so much for calling to check up on our trouble this morning. John called us and walke
d me through fixing the file. He was a true lifesaver, as are you! Hope everything's okay with the storm
! Thank you again, really can't tell you how much we appreciate it.
Regards,
Marissa
Sent from my iPhone
