Rona team values building good dynamic

Hey there, time traveller!
This article was published 22/12/2018 (2529 days ago), so information in it may no longer be current.

Within most of my reno columns, the stages of a renovation are typically described briefly, in hopes I can efficiently paint a picture of the project for you.

To keep things from getting too wordy, usually an individual, company or supplier who participated in the renovation is only briefly mentioned, if at all.

Well, it’s time to give credit where credit is due.

When I first began my renovation and construction adventure, I knew it would be in my best interest to forge relationships with certain suppliers. After all, it’s nice to have a go-to when you need one.

The music industry, as fickle as it can be, has shaped my principles in some very certain ways. A few of my music colleagues have never understood why I pay my agent a commission on a gig I booked directly. I told them that just because this particular gig didn’t come from him, it doesn’t mean he shouldn’t benefit from it anyway — my agent keeps my performance calendar booked throughout the year.

So, why would I hold back paying him commission for that one gig? That seems very short-sighted and ultimately makes no sense to me. He’s my agent, and we are in it together — the protocol is when I perform, he gets commission on the booking, regardless how the gig was obtained.

I suppose that’s loyalty, at the very least a professional courtesy. Could this type of business relationship also potentially linger within the reno industry?

When things started to get crazy with renos and deck-building several years back, I found myself wandering the aisles of local supplier chains almost daily, multiple times per day. And due to my frequency of purchases, I soon familiarized myself with staff, which inevitably led to relationships that evolved over time.

It wasn’t until my ongoing dealings with Scott Schappert at Rona Kenaston that I realized how vital a good, solid relationship between contractor and supplier is to the successful completion of a renovation or construction project. Things don’t always go smoothly — that’s when the true depth of character and accountability either shines through or falls flat. Schappert has always come through for me.

And, although Schappert is truly my main guy and primary go-to at this Rona location, the entire commercial staff have each gone above and beyond at one time or another to ensure that the product sold or the service rendered was to my (and most importantly, my clients’) overall satisfaction.

“We hope that contractors recognize how friendly and helpful our team is,” Schappert said. “We also hope our customers are confident that our service, pricing and product is competitive. And we always do our best to resolve any issues or concerns if after-purchase care is required.”

Always a nice start to my day — the friendly hello, a freshly brewed coffee and more than a few laughs before loading up the shopping cart for a current job. The jocularity notwithstanding, the process of ordering materials at the Rona Kenaston commercial desk is that of a well-oiled machine.

One of the senior staff members, Susan Bates, was asked to characterize the supplier/contractor dynamic.

“We continually strive to make sure all of our customers feel welcomed and appreciated. We also know how important it is to have a quick turnaround for them. Orders can be taken by phone or email, and our team can pick the product ahead of time so that the customer can be in and out quickly,” she said. “We work very hard to provide outstanding service and believe the majority of our customers are pleased with the relationships we have developed with them.”

Although email and phone orders are invaluable, as they can expedite the ordering process, I still prefer to walk in and spend some time at the desk — it’s almost like hanging with a bunch of friends before going to work, with the added benefit of great service.

During a recent chat, I asked Bates about the climate of today’s building and materials market. “The market is extremely competitive. Rona has implemented a new and competitive price book for our contractors, which entails tiered pricing, dependent upon the volume a customer spends with us,” she said.

“Additional services we added in the latter part of this year include: rooftop deliveries and drywall carry-in. We’ve made a solid commitment to be competitive in this market. And our Air Miles program has proven to also be a great incentive.”

I interjected at this juncture to mention another incentive, Contractor Days. “Contractor Days have been around for quite some time, but in the last couple of years, we have worked to improve them. We now have one or two exclusive days a month for contractors to attend. Our promotions vary, but usually include 15 per cent off project purchases, bonus Air Miles and promotional gift cards. We are happy to provide lunches, coffee and doughnuts and prizes on these days. Our goal is simple — we want our customers (or contractors) to know how much we appreciate their loyalty and business.”

It has been a pleasure to deal with the Rona commercial desk staff. Their willingness to help, and years of experience (70 years combined) are invaluable.

As such, it’s with optimism that I look forward to many, many project collaborations in years to come.

Tis the time of year to be grateful. To all the staff, if you haven’t heard it lately or often enough, on behalf of all the contractors in your customer base, we thank you for your ongoing efforts — it has not gone unnoticed. We simply couldn’t do it without you… Happy holidays!

bossenterprise@outlook.com