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MARTIN’S CORNER Eastway Supplies focuses on customers 24/7 (Continued from page 75.)


engineering for their special needs. That is where we really try to partner with the best reps and vendors. We feel if we truly can stay “in the mid- dle” we have a better-than- average chance of securing the order. In these days we really stress and


promote excellent customer service which includes strong inventory sup- port, great inside sales support, and simply stated, just finding ways to say “YES” to the customer. We try to supply labor-saving products anytime we can to support the contractors’ total cost of getting the job done — even though we have the commercial work coming that was outlined ear- lier, our housing and multi-family business will remain slow to hard to find for the near future. We do have a few multi-family proj-


ects that are being built out, but we don’t see the single homes market being a part of the recovery. We really peaked in that market in 2003 about three years ahead of the rest of the country. As an example, our biggest builder right here in Columbus is brac- ing for another drop in 2011. One more bright spot for PVF is


that we do have a small refinery here in Columbus for recycled oil. Can you believe that? When built, it was about a million-dollar job for us. We are also home to Net Jets (private business air- craft!) They, too, are doing a rather large expansion. Should get me one I suppose! Just kidding! Martin: Okay Gary. Just two or


three more questions, I promise. First, have your customer’s expecta- tions changed over the years, and how has your company adapted to these changes? Glanzman: One thing for sure,


John, and that is that customers seem to rely on us more for pricing up- dates, technical back up, material storage, etc. Our larger customer base is taking projects in farther reaching areas from our location than ever be- fore, and they expect us to provide for them as usual. So in the spirit of cus- tomer relations, we do just that. Big change in our normal operating pro- cedures, but thanks to John Edwards, our director of PVF Scott Plinke, and our great team of people, we make it happen! Martin: That’s a fair assessment, I


believe, Gary. What about the several marketing/buying groups that are out there today for independent whole- salers? Does Eastway participate in any of them, and if so, can you give the readers a couple comments about the relationship with the group? Glanzman: Yes we certainly are. Our history with buying group tactics


goes back to the mid 1970s early 1980s with a now defunct group called Interco. It was a high-flying group in its day, and as we came out of the double-dip recession from 1980–1982, we nearly tripled our revenue in five years. We were even honored as Interco’s Wholesaler of the Year in 1984. I was on cloud nine, then it all came crashing down (In- terco) in 1989 due to top-side man- agement issues. We did some deals on our own after that, but it never was the same. In 1997, we became part of the C.L. Watt long-standing and well- respected group, and then shortly after that, C.L. Watt morphed into Af- filiated Distributors. We strongly support both the


plumbing and PVF Division of A-D and send delegates to all the company meetings. It is a great group, and we find that all the vendors to A-D are committed to partnering with us from a planning process to the sale — and then are eager to do it again. I am proud to say that Eastway Supplies was honored as Affiliate of the Year for A-D in 2002! Martin: Thanks for the run down


on your company’s history. looks like you have found a home here with a-D. Now, would you take a moment and tell us about any special activi- ties or events that you sponsor to help build customer and vendor loyalty and relationships? Glanzman: Sure. We do an annual


vendor summit as part of our A-D commitment to our key vendors. This is a process that allows a day for our vendors to set one on one with our key folks and actually plan out market share growth plans for the coming year. We want our vendors to feel spe- cial about Eastway Supplies. This re- ally is a good process. The vendors like it also. We also hold in-house cus- tomer training seminars, strategic ven- dor & customer trips, sports tickets for customers, annual golf outing, and pe- riodic counter day cook outs. All are well worth the time and effort, and they promote better relationships. Martin: Gary, what about your


total leadership team and philoso- phy? Can you give me a thumbnail run-down for this area of Eastway? Glanzman: With pleasure. As president and CEO of the company, I maintain enough connection in the day to day business to make sure of three things: 1. COO John Edwards and our as- sociates do all the heavy lifting. It is my job to make sure that the company stays relevant to the marketplace. 2. To give my children (Vanessa


and Mike) and all the troops here at Eastway a chance to keep it going an-


• Be sure to visit www.thewholesaler.com for web exclusive articles and videos! •


other round, know what I mean? Every generation must bring some- thing special to make that happen. That has always been our goal. 3. To assure that my golf handicap does not go above “5” very often! You see, as long as I don’t take on


the title of chairman, then I can still say I work here, one way or the other! We actually did monthly meetings


from about 1994 to 2007 with all em- ployees tied to performance goals set within the “Architects of Change” program. With the economy like it is, we have lately cut the planned meet- ings to about six per year currently. This helps us all continue to pull to- gether for the common cause of cus- tomer service yet profitable. I am also a long-standing member of the NCWA board (local ASA chapter). It al- lows me to stay in touch with all my peers in the area and attend functions together. We hosted a wholesaler/ vendor tour of our facility back in October of 2008 on behalf of NCWA and promoting rela- tionships .It was really suc-


•THE WHOLESALER® — JANUARY 2011


vendor relationships. We are proac- tive to adding new products that have need in the marketplace. We react quickly and are very “nimble” in a very competitive arena. We cross- train many of our employees to be able to cover all areas at all time. In a nutshell, we want our customers to see us as a true supply house for all their needs. We strive to have what they need “today” not “tomorrow” due to strained local inventories or distribution center inventories from other parts of the country. We are here to stay! Martin: Gary, we are out of time


and space! Thanks so very much for your outstanding input on your com- pany and the industry and market- place that it serves. The industry


Eastway supplies was founded by a.J. ‘Bud’ Glanzman, a man who loved airplanes, but Eastway’s fleet of trucks keeps the business running smoothly.


cessful. About 40 different companies toured our place, and we were so proud! Martin: Very well said, my friend.


Very well indeed! Now, final ques- tion: With so much competition in the marketplace today, how does your company attempt to differentiate itself from so many national companies with multiple locations, local and re- gional independents? Glanzman:We simply emphasize


extraordinary customer service, every time, all the time. We offer same-day service most of the time for a cus- tomers needs. We leverage our long- standing relationships every time we can. We use the great marketing ben- efits that we receive by being part of Affiliated Distributors. We promote and cultivate strategic customer and


appreciates the chance to get to know Eastway supplies a little better, and I personally appreciate the time to be with you and prepare this story. You’re the best, Pal. Well readers, there you have it.


From airplanes to potties, you might say! Eastway has forged a nice busi- ness over the past 40 years or so, and it sure appears that Mr. A.J. “Bud” Glanzman put his company into mighty good hands with Gary Glanz- man, his children Vanessa & Mike, John Edwards, and all the employees that have come along over the years. It’s time to close another edition of


“Martin’s Corner,” so for now I’ll say I’m sure hoping that all of you and our great industry experience great things in 2011. Blessings to you all, and I’ll see ya next time! — John. n


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