WHAT'S THE DEAL? Special Hours

The editors of Lawn & Landscape and Commercial Dealer magazines believe ongoing dialogue between contractors and commercial dealers is essential. Each month, one contractor and one commercial dealer will address a question or issue posed by the editors.

The question that appeard in the July issue: “Should dealers offer commercial customers special hours? Are dealers’ hours convenient and sufficient for commercial customers?”

THE DEALER: Dante Terzigni, owner, Do-Cut Sales & Service, Warren and Canfield, Ohio

“The good commercial contractors plan ahead and really don’t have surprises that necessitate an emergency visit to a dealership. Because of this, I think our hours are plenty. I think a lot of contractors these days very easily can plan ahead. There’s no reason to go to a dealer on Sunday. We are open Sundays, but only for a few hours. Not including Sunday, we’re open 69 hours during the week. This business is extremely competitive. It goes from almost no business to extremely busy. We literally do 50 percent of a year’s business in three months and you have to watch how many hours your employees are working. You have to look at employee burnout. For them to work extra hours could be problematic. If they’re working too many hours, quality and attitude suffer and it can show in their work.

“With most commercial customers, they go to one or two dealers exclusively. They tend to learn their dealers’ ways. Because of this, they know when they can get equipment serviced and they plan for it.

“With Internet sales and special shipping, and shipping that we can arrange directly from the manufacturer, contractors can get the things they need.”

THE CONTRACTOR: Chris Beeler, branch manager, Stay Green, North Hollywood, Calif.

“As far as equipment like mowers is concerned, I don’t expect my dealer to be open past 5 p.m. It’s more important for me as a contractor for my dealer to have the equipment and parts I need than to be open all hours of the day. They also know what we need and can help make sure those items or equipment are on-hand.

“But early morning hours are most beneficial to me and the crews. It all comes down to good planning. We know in advance what’s needed and can plan for it. It’s not an efficient use of time for someone to run down to the dealer on the spur of the moment because we need something. All of the most commonly used items, like filters, we try to have well-stocked. If something does arise and a mower goes down and it’s after-hours for a dealer, we’ll shift resources within the company to make it work. It may be a bit of an inconvenience to move equipment around on short notice, but this is a team effort and that’s not going keep us from working.

“In a pinch, dealers I do business with are accommodating. I’ve called dealers at closing time, at say 6 p.m., and have asked them to remain open in an emergency, and they’ve been accommodating.”