In the distribution business the relationship with the manufacturer can be just as critical to sales success as the relationship with the customer.
Steve was the Branch Manager for a sales center with customers in Maine. When a tornado and extreme high winds destroyed a number of above ground swimming pools in Southwestern Maine he earned long-term loyalty and a lot of future business by connecting the retailer (who had originally sold those pools and was now trying to service and repair them) directly with the customer service staff at the manufacturing plant. He first outlined the exact situation and received a true buy-in from the manufacturer then he stepped away from the process to help speed it. Service and repair parts were shipped immediately based on phone calls from the field and all normal purchase order steps went out the window. This meant that days were taken out of the process and everything was expedited. At the end of a month of this no-red-tape service everyone reached an amicable settlement and the manufacturer helped out by donating many of those parts to help consumers and their loyal customer.
Exception value provided to customers and suppliers is the hallmark of a true world-class distribution company.