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Steeves Agencies News


Customer Service is Nothing Without Serving the Customer!

Recently, I spoke with a gentleman from New York who was looking for a better solution to his design problem.  Somehow, an enclosure design he was updating specified a plastic latch, but he really needed something better.  After a brief discussion about his requirements (and his budget) I pointed him to some specific parts that Southco® has to offer.  He seemed relieved that he would be able to solve his design problem.  Sensing that the conversation might soon turn to “price” and “lead time”, maybe even “samples”, I casually mentioned that he might be best served by calling his local Southco Authorized Distributor.  Don’t get me wrong, I wanted to sell something, but I know there are other distributors in New York who should be able to help him locally.  What he told me next shocked me: The reason he called me is because no one else was willing help to fix his problem.   I was astounded.  How do companies define Customer Service, if it’s not “helping the customer to solve a problem”?  It’s got to be more than just low prices and short lead times.  Maybe it’s the fear of recommending the wrong part?  Whatever it is, if it means the customer walks away with his need "unsolved”, it’s not serving the customer. 

Unfortunately for me, I won’t get the sale.  Another distributor (one that wouldn’t help him originally) will get some business because of our service.  You’re welcome, whoever you are.

I see more and more companies of all types “becoming more successful” by implementing new production techniques: lean manufacturing, supply chain integration, and ERP technologies that reduce downtime and increase efficiency.  What initiatives have been created to provide customers with a better experience? Technical training, apparently, is a lost practice, but not lost to us.  Apparently asking questions and listening to the answers is also a thing of the past… but not for us. 

So, Mr. New York, have a great day.  You made mine, even if you didn’t end up buying from me.  We’re going to keep on doing what we do- find practical solutions to our customers’ design issues, solving problems and making people’s lives easier, one phone call at a time. 

Cheers,

Brian Steeves

 

If you’ve had a great customer service experience with Steeves Agencies that you’d like to share, we’d love to hear it!  If you had a not-so-great experience where we could have done better, we REALLY need to hear about it.  Please use our Contact Form to send us your comments.  If it requires immediate action, you can expect a quick response.  Thanks!

 
Pick the Latches First!

This seems to happen every now and then, and I love it:  A gentleman walked in to our office today, coffee mug in hand, clearly killing time between meetings or projects.  He drives one of those mobile welding trucks with the huge generator in the box.  Turns out he wants to build a toolbox, and wants to know what we have that he might like.

-PAUSE-

This type of thing happens ALL THE TIME, and has the potential to be very frustrating for both parties: A customer walks in with NO IDEA what they want, and no matter what I show them, it’s close but not quite right.  What often happens is that the customer has already built their enclosure, and is now looking for a latch that will work within some very specific constraints.  We do our best to work around these things, and sometimes we’re successful in matching up a lock or latch to a specific design.  I’ve learned to ask all of the questions I can before the shopping begins.  What material?  How heavy?  Indoor or outdoor use?  Lockable?  Flush-mounted?  Sometimes this helps.  Sometimes, sadly… it doesn’t.

-RESUME-

So here’s a guy standing in my door.  He tells me something that NO ONE ever tells me when they come in”

“I want to make a toolbox that looks awesome.  I haven’t started yet, and I don’t even know what it’s going to look like yet… I just want to know what’s available for hinges and latches so I know what I have to work with.  What have you got?”

Well.  I’m not sure if he noticed the tears welling up in my eyes from the sheer joy of those words, but man, was that great to hear. I’ve said it before:  PICK THE LATCHES FIRST.  You’ll reap the benefits when it’s time to order:  lower cost, better availability of parts, and best of all, installation will be a breeze because you won’t have to modify your enclosure to make something fit.

If you’re starting a project, or designing a new product for your customers, call us or use our handy Contact Form.  Even if you’re not completely sure of the kinds of hardware you need, give us a call anyway.  We can send you samples, make arrangements to come visit your facility or even give you the guided tour of our warehouse so you can see first-hand the kind of selection that’s at your disposal. 

And there’s free coffee too!

I’m looking forward to meeting you!

Brian

 
Buy American: Be Sure To Read The Fine Print

imageIt’s in the headlines: the return of the “Buy American” Provision.  Last year I attended a seminar in Winnipeg about this very topic, but the presenter took an interesting angle:  Opportunities for Trade with the US under the Buy American provision.  What?  How could there possibly be opportunities for Canadian companies under such an act?  Oddly enough, there may just be some potential for business, I learned.  Turns out that many Canadian companies see the words “Buy American” and figure that the game’s over before it even starts.  Some American companies feel that “Buy American” means “Stop Buying Canadian”, and that’s also an incorrect interpretation of the provision.

There is still plenty confusion about what this provision really means, and it’s important to fully understand the nature of this provision before making any big decisions.  For example, the Buy American Provision only affects the way companies who apply for government funding may purchase manufactured goods for specific uses.

“Section 1605 of the American Recovery and Reinvestment Act states, “None of the funds appropriated or otherwise made available by this Act may be used for a project for the construction, alteration, maintenance, or repair of a public building or public work unless all of the iron, steel, and manufactured goods used in the project are produced in the United States” (emphasis added).
The U.S. Office of Management and Budget (OMB) has issued guidance to assist in implementing the Recovery Act at 2 CFR Part176. The OMB guidance defines “manufactured good” as a “good brought to the construction site for incorporation into the building or work that has been processed into a specific form and shape; or combined with other raw material to create a material that has different properties than the properties of the individual raw materials.” 2 CFR § 176.140(a) (1) (emphasis added).”

Does this mean that your US customers will be required to stop buying from you immediately and begin sourcing your products from US competitors?  NO!  There’s no reason to expect anything different from your US customers, unless they are receiving funding through this provision and your products are for a government project. Even then your Canadian products might be allowed, if they are being "materially transformed” in the manufacturing process, with most of the labor or other materials in the “finished” product being provided in the US.

Not sure?  Check with your customs broker.  Here are some good resources to check out too:

http://www.canadainternational.gc.ca/sell2usgov-vendreaugouvusa/procurement-marches/buyamerica.aspx?lang=eng&view=d

http://www.canadainternational.gc.ca/sell2usgov-vendreaugouvusa/procurement-marches/ARRA.aspx?lang=eng&view=d

 
ON SALE NOW!

saleSign_0We’re having a Sale!

In typical “year-end” fashion, we counted up all of our inventory, and took note of the items that had a little dust on them.  Figuring that we’d rather not count them again next year, we’re planning to sell off the old inventory at clear-out prices.  If you’ve used these parts before, or if you think you’ll ever need them again, now’s the time to grab them.  You’ll never see prices like these ever again, I promise! 

You’ll find everything from captive screws to locks and piano hinge, drawer slides and gasketing material.  We have it all.  Stock is limited so don’t wait too long!

Want to know more?  For a complete listing of our Clear-out Items, use our CONTACT FORM and we’ll send it to you immediately.

Thanks for visiting us today!

 
What Brands Do We Carry?

Steeves Agencies is proud to represent a range of Manufacturers in Western Canada.  The list is intentionally short.  We represent product lines that our customers can trust to deliver quality products every single time.  Just as importantly, we believe that as a Distributor, our job is to provide technical expertise in the lines we carry so that we can answer all of your questions. 

Here’s a list of the product lines we proudly represent:  (we’re going to fancy it up very soon, don’t worry!)

 

Southco Inc

Larsen Hinge

Adhesive Systems, Inc

Marlboro Manufacturing

Ryadon, Inc

Yardley Products

Clean Seal

Carey Mfg

Cleveland Hardware

Accuride International

Elesa

Ark-Plas

Micro Plastics

 

…and if you need, we can also source products from any other manufacturer in the world.  We’re that good. 

 

Not sure if we have what you’re looking for?  Use our Contact Form to reach us!

 
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Steeves Agencies Inc
581 Marjorie Street
Winnipeg, MB R3H 0S8
Canada
Phone: (204) 474-1239
Toll Free: 1-800-318-1119

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