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Having My Say
Getting the Most from a distributor
by Michael Olde
Hospitals and nursing homes typically rely on different
distributors for different categories of needs, from medical devices and
pharmaceuticals to foodservice disposables, janitorial products, and
office supplies. You should periodically evaluate them to ensure that
they are helping your facility operate as efficiently and cost
effectively as possible. Some distributors might have special services
you have overlooked, or are willing to accommodate your particular needs
if you simply ask.
Begin with the basics. Does the distributor always have
what you need, and deliver it to you on time? Is your sales
representative attentive and responsive, alert to changing needs, and
keeping you informed of new products? Are the prices competitive? Once
you are satisfied with the standard expectations, explore these other
considerations.
Depth of product offerings.
It’s efficient to use a distributor that meets several of your needs,
but make certain it has a broad and deep mix of each product category it
represents. For example,
cleaning chemicals and equipment should
be a specialty, not a secondary category. Cleanliness is essential in
healthcare facilities, and certain areas must pass state inspections.
You must have access to what works best, and know if Green products are
available.
Flexible delivery capabilities.
Make certain that your distributor of choice can work with you on
delivery options that will accommodate your needs. If your facility
restricts large truck traffic during peak hours, can the distributor use
smaller trucks? An option some distributors will consider is early
morning or late evening deliveries.
Information technology capabilities.
Ordering and monitoring purchases electronically increases efficiency.
If you don’t do that now, you might consider it in the future. Ask your
distributor about its EDI or on-line programs for ordering products,
tracking the history of what you purchased over the course of a year,
and sending invoices. These capabilities are particularly helpful if you
have a large facility or do the purchasing for several locations.
Convenient warehouses.
Are you doing business with a local warehouse, or with a regional
distribution center that is several hundred miles away? The proximity
can make a difference if you have an immediate need or inclement weather
slows down deliveries. If the warehouse has a shortage or other problem,
how far away is the distributor’s next one?
An outside salesperson.
Working with an outside salesperson is always more reassuring than
dealing with a faceless voice on the phone. You discuss more issues when
you meet in person. You learn quickly if your contact is knowledgeable
about the workings of your healthcare facility and the products you
need. He or she is likely to be more responsive to your needs if you
have a friendly relationship.
Training and education programs
.
Many distributors and their manufacturers of medical products offer
training and education, but fewer distributors provide classes on topics
such as protocols for infection control, food safety, sanitation, and
employee management and certification programs. A good distributor with
initiative will let you know what’s available, and might perceive a need
you have and recommend a program.
Competitive pricing.
In addition to providing competitive pricing for contracted items, your
distributors
should have multiple suppliers for all
of your non-contracted items, allowing them to find or negotiate the
best values for you.
HPN
About the author:
Michael Olde is the national account director for healthcare facilities
of Network Services Company (www.nsconline.com), an $8.2
billion organization of independent distributors selling janitorial
supplies, foodservice disposables, industrial products, and printing
materials. He can be reached at 610-719-8603 or molde@nsconline.com.
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March
2006
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