Wholesale & Distribution International - Spring 2017 - 51
Derstine's emphasis on customer service extends to its employees. "I have personally observed our employees develop
relationships with the customers," Derstine explains. "It begins when the salesperson creates a sales order for the customer on an iPad. It continues when the night shift picks up the order and scans it to ensure that the product is correct. The truck
loaders in the warehouse, and the drivers making deliveries, all
work to provide quality to our customer."
Derstine adds that "everyone in the supply chain is critical
to Derstine's success. Customers expect and receive quality
products and service from us."
A KEY ROLE
Derstine's suppliers play a key role in its success. "Because our
customers require a vast array of products, we work very closely with our suppliers to get everything they need. These items
might range from a toothpick holder to a whole roasted pig,"
Derstine says. "We have thousands of products in our database.
We have many suppliers and need them to be as flexible as they
can in trying to reach our customers' requirements.
"Again, that's something the other companies don't do in
regards to service," Derstine adds. "When we service our customers, oftentimes that involves a relationship with our suppliers as well. If we need a specific product and need it quickly,
we look to our suppliers to go above and beyond the norm to
assure that our customer expectations are met."
Derstine notes that the company has worked with some of
its suppliers since it was founded in 1983. "We maintain those
relationships by consistent business processes: We order, they
deliver and we pay," he says. "That happens in a very timely
manner, and also consistently, in order to maintain a relationship over the course of three decades."
cific batch number," Derstine adds. "Our software has helped
us manage all of the aspects of our business, so as we grow, we
can add more customers and products without having to add
the same amount of administrative work."
With the correct technology and employees in place, Derstine's plans on doubling its revenue. "In the next five years, we
would like to continue to grow at double digits by adding new
customers as well as selling more products to existing customers," Derstine explains. "Our overall vision is to continue to be
a premier supplier for our valued customers. In addition, we'd
also like to be a premier employer for our employees. They go
hand in hand, and those two assets are critical to our success.
"I'm thankful and at the same time proud that we have
successfully maintained a viable business for more than 30
years. We were able to create a state-of-the-art warehouse,
implement a sophisticated software program and maintain an
excellent management team," he concludes. "We have people,
processes and assets all in place, which will result in continued
future growth. A leader's success is measured by the effectiveness of those amongst him. None of this would be possible
without our employees and customers, so to each of them I give
a sincere thank you." q
In 2018, Derstine's will celebrate 35 years in the industry, an accomplishment Derstine says the company does not take lightly.
"We're grateful for the steady growth of our company, especially being family-owned in a business industry of publicly traded
giants," he says. "Derstine's Inc. has a very bright and promising future with even greater opportunity. We can provide what
customers require and that is service.
"That requirement will not go away," Derstine continues.
"It's actually increasing because of the regulatory requirements of the government in terms of product safety and product traceability. Due to our technology, we are going to rise and
shine in that area. It has made a huge impact because of the efficiency we've achieved by implementing state-of-the-art SAP
computer software in our operations.
"Can you imagine managing the inventory of thousands of
items - each one has a shelf life in a specific location and a speSpring 2017 www.wdimagazine.com