By Diane Crosby

 

We have more vendors than I can count and are always looking for more good ones to supply us with the highest quality merchandise for the best value. There is a core group of vendors, though, with whom we do business on a regular basis. Some of these have been supplying us for as long as we have owned our store, some twenty-three years. We have seen reps come and go. Supplier owners have retired or sold their companies. Still, many of our long-time vendors feel like old friends.

 

Each vendor, however new or old, has its own systems in place. Some bill us Net 30 or Net 60. They may offer a discount for early payment. Many require credit cards paid online. Return policies vary, including some who make you show the actual invoice you used to pay for the item you are returning. Policies vary for damaged merchandise.

 

Nowadays, many companies insist that we order on their websites. Some have specific business-to-business systems in place. With a few, we can still call in an order. Some we fax to; some we email. There are vendors that communicate well, either by phone, email or website contact forms. Many vendors will let you know when the prices are expected to change. With others, it’s a surprise! Unfortunately, there are those vendors who never return calls or email as if they live in a cave or are on the run.

 

Some companies discontinue items all the time. Some randomly change their codes or UPCs. The pandemic affected everyone in one way or another. Even vendors who were consistent prior to 2020 may have changed things up since then. Then you have the ones who almost never change anything.

 

An advantage to knowing your vendors is that, if something goes wrong, you will realize it. If a company that usually ships out right away fails to do so, you can make contact. Perhaps your order didn’t go through or got lost in the office shuffle. If you did not receive a usually prompt invoice, you can follow up. Knowing your vendors’ usual responses helps you realize when something out of the ordinary has occurred.

 

I have found that it is difficult to teach all the various complexities of each vendor to new employees! I have been around from the beginning of our store, so I personally remember the differences between one vendor and another. Which ones want real checks in the mail? Who will return a call within the hour? Which vendor needs several reminders to send invoices? Who closes at the end of the year to do inventory? Questions like these are easily answered by veterans in the store. We old folks must teach the new folks!

 

We try to keep notes on each vendor on the computer, which does help the new hires. Minimum orders can be noted, as well as how to pay and where to send purchase orders. Not only do notes help the new employees but they also assist those of us who are older (and possibly a bit forgetful), too!

 

You can learn much about your vendors from digging into their websites. What varieties of products do they sell? Who are the staff members? There may be a company history or mission statement page. You may find a previously undiscovered cache of items that would work in your store. A more personal way to learn about your vendors and reps is to take advantage of trade shows, especially the mealtimes and mixers. Instead of sitting with people you already know well, introduce yourself and get to know those you buy from. Whenever you can, take staff members to trade shows to allow them to learn first-hand about vendors as well.

 

One important thing you can do to learn more about your vendors and to educate them on your needs is to actually visit the vendor’s home office if you can. When we travel, we try to visit any vendor we know in the area. Of course, we call and make an appointment first, but these visits have been invaluable. We have observed computerized warehouses, manufacturing facilities and offices around the country. We have watched badge wallets being cut from leather, seen mountains of freshly embroidered patches and walked acres of storage brimming with polos and tee shirts. Anytime I think of those vendors, I can picture the actual location and people on the job!

 

The next best thing to visiting a vendor is to welcome reps from the companies to your store. When a representative knows what your store is about, he or she will be better able to assist you with appropriate new products and ideas for display. You might even find a rep who is willing to come in and train your staff concerning the correct use of company products. Some will even be willing to host a special event for customers.

 

Every time we start with a new vendor, we begin this process all over again. Usually, there are minimum orders to be met, and a new vendor will likely want a credit card. After an initial order and a credit application, we might be able to get to Net 30 terms. Those new vendors can be a great source for innovative products in your store. New items freshen the look and feel of your store and can spark interest in your customers.

 

You may not order from everyone who captures your interest at a trade show, but you are likely to collect catalogs and flyers. Emails come your way a few days later. For anything that may appeal to your customers, go back and revisit these catalogs and see if something new may be worth a try. Before you know it, you may have a favorite new vendor who becomes a special regular supplier!

 

Diane and Wiley Crosby own Red Dog Outfitters in Forsyth, Georgia. They maintain a rapport with their vendors and add to the list as often as possible.