How Smart Distributors Spot Problems Before They Become Expensive For years, distributors have treated Voice of the Customer surveys like something you send out there to customers without much follow-up. But after running dozens of these projects, we’ve learned something a little surprising: some of the most eye‑opening insights come from your own people. No one likes to admit it, but the hesitation usually starts the minute we ask a sales team to help promote a survey. Some worry customers will think it’s intrusive. Others are convinced management will use the results as a scorecard. A few swear surveys are pointless because “we already know what customers think.” And almost everyone quietly wonders what happens if the feedback is negative. But here’s the funny part. Once the final report lands, those same teams almost always say the survey helped them understand their customers better. The resistance was never about the survey itself. It was about not knowing what to expect. ...

Choosing the Right Sales Model: Direct, Rep Agent, or Hybrid By Desiree Grace Years ago, American music icon Willie Nelson said, “Indecision may or may not be our biggest problem.” Let’s spend a few minutes addressing the issue of selecting the right sales model. Direct? Rep agent? Both? Decisions, decisions. It’s an important choice. How you structure your sales coverage affects market reach, cost of sales, and long‑term growth. Many companies underestimate how much this decision shapes their long‑term sales performance. Should your sales strategy rely on a company‑employed direct sales force, or should you hire a commission‑based rep agent? While there is no black‑and‑white answer, both options have strengths and trade‑offs depending on your market, product complexity, and growth strategy. Let’s start with the direct model. When you are the sole employer, you are the focus of the salesperson’s time and effort. They are not distracted by other product lines. Their mission, e...

Retailing Done Right: The Art and Science of the Sales Counter By Desiree Grace Reading the latest news about yet another bankrupt retail legend, I shake my head. In‑person shopping is not dead. What is dead is retail done wrong . An overemphasis on cost‑cutting instead of value‑adding led to the demise of K‑Mart, Sears, and now Saks Fifth Avenue. I’ve been in retailers, large and small, recently that are busy. Retail spaces also exist inside distribution businesses, often in the form of sales counters. These spaces can drive sales, influence customer engagement, and spark lucrative impulse purchases. Even in a B2B environment, the counter matters. Ignore it, or underinvest in it, and you leave money and loyalty on the table. There are lessons to be learned from those who survive and thrive.  Retail done right looks like this: Staff with knowledgeable people who care A counter should never feel like a wasteland. Greet customers when they enter and ask if they need help. If the an...