Selling Tips for Small Retailers

The lumber industry is a competitive landscape dominated by large chain stores. But among these giants, smaller, independent lumber yards continue to thrive. How? By embracing their unique advantages and focusing on what they do best: building relationships, offering niche products and providing exceptional customer service.

At Silvaris, we believe that our exceptional customer service is one of the cornerstones of our success and reason for our longevity in the business. It’s not just about providing helpful advice or answering questions; it’s about building relationships with our customers and understanding their needs. This commitment to customer service sets us apart from our competitors and we can attest to its impact on our business.

How Exceptional Customer Service Sets Us Apart:

  • Personalized attention: Our team takes the time to get to know our customers and understand their needs. We’re not just here to sell building materials and surplus inventory; we’re here to help you achieve your goals.
  • Expert advice: Our staff is made up of knowledgeable lumber professionals who can offer expert advice on everything from choosing the right B Grade plywood to showing you how to take advantage of our technology-based products.
  • Going above and beyond: We’re always willing to go the extra mile for our customers. Whether it’s offering our opinion on the latest load of asphalt shingles or matching surplus inventory to your next construction project or large-scale remodel, we're here to make your experience as smooth and enjoyable as possible.
  • Building relationships: We believe that strong relationships are the foundation of any successful business. We’re committed to building relationships with our customers, and we're confident that they'll appreciate the difference and return time and again.

Here are just a few of the ways that our exceptional customer service has helped us thrive:

  • We have a loyal customer base. Our customers keep coming back because they know they can rely on us for quality products, expert advice and friendly service.
  • We have a strong reputation in the industry. We’re known for our commitment to customer service, and this has helped us earn trust.
  • We’re able to attract and retain top talent. Our commitment to customer service creates a positive work environment that helps recruit the best in the business.
  • We're profitable. Our focus on customer service has helped us continually grow in an ever-changing business landscape.

How to Build on Your Success
The success we’ve experienced through exceptional customer service can be replicated, as long as you have focused attention and what’s known as “a service heart.” By implementing similar strategies, you can build stronger customer relationships, increase loyalty and thrive in a competitive market.

Here are a few key steps you can take:

  • Invest in your employees: Train your staff to be knowledgeable about your products and services, including B Grade options. Empower them to provide personalized attention and expert advice to your customers.
  • Build a welcoming environment: Create a warm and inviting atmosphere in your store. Make your customers feel valued and appreciated from the moment they walk through the door.
  • Go the extra mile: Don’t be afraid to go above and beyond for your customers. This could mean offering delivery services, providing project consultation or simply taking the time to chat and get to know them.
  • Build relationships: Get involved in your community and support local events. This will help you build relationships with potential customers and establish your business as a trusted local member of a community.

By prioritizing exceptional customer service, you can position your independent business for success in 2023 and beyond. Remember, the big box stores may have size and resources on their side, but you have something they may not have – the ability to build genuine connections with your customers and community, and provide them with a truly personalized experience.

Partner With Us
For more information about our products, services and cutting-edge technology, contact us today. We’re happy to answer your questions, take a look at our real-time inventory and help you find what you need!