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Supplement to Penton Publications
April 2012
D i s t r i b u t i o n B u s i n e s s®
THE MANAGEMENT MAGAZINE OF WHOLESALE DISTRIBUTION SINCE 1999
The Secret 11
Customer Service
Principles
Virginia Air
ALSO IN THIS ISSUE
WILLIAMS
COMFORT PRODUCTS
THE SPACE EXPERTS
JOSH EIGNER
& MALIA SMITH
WEBSITE SECRETS
FRANK HURTTE
THE VALUE PARADOX
BRYAN JENSEN & MATT KULP
LABOR MANAGEMENT
SYSTEM
Supplement to Penton Publications
April 2012
THE MANAGEMENT MAGAZINE OF WHOLESALE DISTRIBUTION SINCE 1999
WILLIAMS
COMFORT PRODUCTS
JOSH EIGNER
&MALIA SMITH
WEBSITE SECRETS
FRANK HURTTE
THE VALUE PARADOX
BRYAN JENSEN & MATT KULP
LABOR MANAGEMENT
SYSTEM
TODAY’S SPECIAL:
UP TO
WATER HEATING
Supplement to Penton Publications
TODAY’S SPECIAL: UP TO WATER HEATING COSTS
Here's another easy question: What's the quickest
CONTENTS Page 14 ©ISTOCKPHOTO/
step inside for a breath of fresh air.
EDITOR'S PAGE | By Tom Peric´ Getting to
IF YOU'D LIKE TO GIVE THEM CLEANER AIR AND A LITT
NEWS Daikin AC (Americas), Inc. Announces #1 in
figure and diagnose the system electronically usi
News acknowledges our continued dedication in
moted to president on Jan. 1 as the tran- sition
NEWS will offer the highest level of profes- s
in lieu of flowers. Gifts will be used for the Ka
CURRENT INDUSTRY STATS Industry Updates NATE C
“I'm a real stickler when it comes to quali
Wholesalers spotlight | By Michael Maynard Vi
states today. The most well-known ser- vice guara
Wholesalers spotlight Best Practice Helping
Don Stanley (left), technical service manager, an
Wholesalers spotlight goal.” Baker and his te
Future of Energy? It's right under your feet.
MANUFACTUReRs spoTlighT | By Michael Maynard
issues that they face. “It's about listening to t
MANUFACTUReRs spoTlighT security that its di
products related to hydronics were at- tracting m
MANUFACTUReRs spoTlighT with the quality, ho
GE Capital Commercial Distribution Finance L
Government affairs | By Jon Melchi Expect
“One of the few things distributors can take sola
Website Marketing | By Josh Eigner and Malia Smi
Once you have reviewed your analyt- ics, you
Website Marketing Here is a list of su
Possible side effects: May cause increased Produc
Supply Chain | By Bryan Jensen & Matt Kulp
potential for annual savings throughout productiv
ManageMent | By Frank Hurtte Value Why You Nee
When distributors lack this basic un- dersta
ManageMent the ones with big factories and sui
SALES | By David Kahle Selling Commodities ÒHo
SALES Your first job is to identify those
tech update | By Kate Kelly Tech Update Commer
Tech UpdaTe Mammoth The high-efficiency 7.5 a
General Tools General Tools introduces the Pipe a
Marketplace EQUIPMENT A/C Techs Love These A/C
Making a difference in your neighborhood?
Ad Index April 2012 Ad Index CoNTACT ThE AdvER
1325 Heil Quak C ntury®
Circle 26No part number? No worries! A model num