Years ago, Payne Global Distributors, Inc. was happy to be in business and doing well. Then we started noticing that, while we were doing just "well, other companies were doing better than well. We had been thinking that there was nothing wrong with being number four or five in the race. But then we started to think differently, and we realized that we should be aiming for being the leader instead of one of the followers. Then we examined what we were doing compared to the competition, and we saw three key aspects that we needed to change.First – only one company has the lowest pricesMany resellers only care about one thing: pricing. The lowest price is the lowest price. Many companies can have free shipping or volume discounts, but only one company can have the lowest prices. We needed to be able to say that we had the lowest prices, and we made adjustments in order to claim that title. Second – pinpoint-controlled shippingThe second key area we changed was an improved delivery model. We now use only our own prompt and documented ground delivery service. That allows us to completely control delivery instead of using other, less reliable delivery methods. With our own trucking service, we know exactly when our shipments leave our distribution center and where they are at all times. This allows us to more accurately forecast our deliveries, resulting in happier customers.Third – real customer serviceNobody likes to call customer service lines and get endless voice prompts. Nobody wants to hear "Press or say '1' for billing, press or say '2' for shipping, press or say '3' for back orders" and on and on. Customers would rather hear a living, breathing person on the other end of the phone. The improvements we have made are keeping our phones busier than ever, so it is possible you will be on hold for a short time, but that is still better than communicating with a computer.

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