Why Doesn’t Reliant Finishing Systems Use Distributors?
Why Doesn’t Reliant Finishing Systems Use Distributors?
When purchasing equipment like industrial ovens, paint booths, or powder coating systems, buyers often interact with a distributor or sales rep who works in their area. If not, they may deal with an online sales outlet instead, but this isn’t always the company that actually builds and installs the equipment.
This article outlines why Reliant chose to use a different approach to sales than most established industrial equipment manufacturers.
The quickest explanation is that we want to give our customers the best buying experience possible, ensure they receive the right equipment at a competitive price, and provide them with outstanding support after the sale is concluded.
Reliant designs, manufactures, installs, commissions, and services the equipment we sell. This provides significant advantages to our customers in terms of support before and after the sale, and it maximizes the overall value they receive.
History
Reliant was formed in 2005, but the founders had been involved with finishing equipment for many years before launching the company. Back in those days, the vast majority of finishing equipment buyers met face-to-face with distributors, sales reps, or resellers who would guide them through the purchase process.
Reliant originally used this approach, as did our competitors like Global and Col-Met. We opted to partner with one national-level reseller and later added a handful of small regional distributors. We also built equipment that was sold by others under different brand names. Unfortunately, we observed that not dealing directly with our end-customers contributed to a less-than-ideal situation for everyone.
Once we changed our sales approach and removed the middlemen, Reliant began to grow rapidly by selling our equipment factory-direct and providing 5-star customer service straight from our main office. We also stopped working with labor sub-contractors. Instead, we hired and trained multiple installation crews so we could have greater control over the installation process and make sure our customers were exceptionally happy with the work being done. We had already started using our own specially trained employees to commission and calibrate every oven we sold.
As we became increasingly involved with our customers, we enjoyed sharing in their successes and our repeat business skyrocketed. This, combined with our development of new products, including specialized ovens and much larger and more complex finishing systems, led to a wave of growth.
Direct Access to Expertise
When you purchase directly from Reliant, you gain direct access to sales and technical support teams with in-depth knowledge about not only the equipment, but a wide range of finishing and thermal processing practices. If you have questions about product specifications, installation, operation, or maintenance, we’ll provide expert guidance and troubleshooting assistance. The same people you speak with on your first call will be with you through the design, production, installation, and start-up of your equipment, and they’ll continue to support you for as long as you have the equipment.
In contrast, distributors won’t have the same universal level of technical expertise and knowledge about your order. They typically act as intermediaries, relaying your questions to the manufacturer and then getting the answers sent back. This can lead to delays in getting critical information. There’s also the potential for miscommunication that can cause catastrophic results if your needs aren’t perfectly explained to the manufacturer, or your project isn’t managed with honesty and technical know-how.
Stronger Warranty & After-Sale Support
In addition to offering superior after-sale support compared to distributors, issues such as warranty claims, repairs, and replacement parts are handled more efficiently at Reliant because you are dealing directly with the source. If an issue arises, Reliant streamlines the resolution process, ensuring that your equipment remains operational with minimal disruption.
If considering between various equipment providers, we suggest that you request a list of recent customers. Explain that you don’t want a list of just the buyers where everything went right, but you want to talk to a couple who had issues like a motor failing in the first month or the control panel being damaged during delivery. Call them and ask detailed questions. Sometimes, despite the manufacturer doing everything right, there’s still a hiccup. It’s important that if something goes wrong, you’re doing business with a company that has the resources and authority to take immediate action to help you.
Transparency in Product Quality & Origin
Purchasing directly from Reliant assures transparency regarding the quality of materials, production processes, warranty, and country of origin. You can verify the construction methods, component quality, and overall durability of the equipment before making a purchase. One of the most important things a potential buyer can do is ask exactly which company or facility is building specific equipment or components, then request factory visits or video tours to confirm the facts BEFORE issuing a purchase order.
We encourage this because distributors may not always provide complete information about where or how the equipment was made, and some distributors and online sales outlets (particularly those that market to first-time buyers) avoid full transparency about who’s doing the manufacturing. They may re-brand products or components from one or more different manufacturers, making it harder for the buyer to assess product quality and understand what will happen if they need warranty coverage.
Customization & Engineered Solutions
Engineered solutions often make sense when considering a comprehensive finishing system purchase. A custom turn-key system can lead to improved efficiency, better finish quality, and reduced operational costs in the long run.
Reliant can customize our standard “catalog” equipment to meet your specific needs, or we can design a unique system for you from the ground up. Whether you require specific appliance dimensions, unusual airflow configurations, uncommon heating capabilities, or cutting-edge integrated automation features, our engineering team will provide equipment that aligns perfectly with your requirements.
Distributors often lack the technical expertise and direct communication channels needed to facilitate this type of project effectively. Companies that utilize distributors typically allow them to sell a limited number of standard models with a handful of customization options. If a project becomes reasonably complex, the manufacturer may cut out the distributor and designate the project as a strategic sale, essentially mimicking the Reliant approach, but with much less experience—and an angry distributor.
Faster Lead Times & Better Parts Availability
Buying directly from a manufacturer like Reliant can also result in faster lead times, but use caution. If a lead time seems too good to be true, it probably is. Do your homework and speak with plenty of references before you make a purchase decision! Some sales outlets have a reputation for downplaying lead times and then running weeks or months late with little or no warning.
Also, be aware that distributors are sometimes vying for the same resources within their network. They rely on inventory levels and manufacturing slots that may not align with your needs. Get lead time information in writing and confirm it with the manufacturer. Remember, once the factory or warehouse releases your order, it can take additional time for the distributor to interact with the manufacturer, arrange shipping, and schedule your project for installation.
Reliant can provide real-time updates on production schedules and lead times, keeping you informed and ensuring that you get your equipment as quickly as possible. Any potential deviation from the schedule will be reported well in advance. This type of direct, cooperative relationship can be especially critical if you’re expanding existing operations or replacing old equipment, since you’ll want to coordinate delivery and installation to minimize downtime.
These benefits also extend to warranty, repair, and maintenance parts. Unlike smaller companies that keep only a limited stock of parts on hand, or distributors who may not have any inventory at all, Reliant stocks a massive inventory of parts to support the thousands of customers we’ve done business with over the past two decades. We also typically keep smaller equipment, like powder coating guns, stocked in our warehouse for immediate delivery.
Because we operate from a single facility, it’s easy for Reliant to create custom maintenance packages that include spare parts kits, additional booth filters, extra powder gun hoses or hoppers, etc. We can ship these items with the main equipment order, saving our customers time and money.
More Negotiation Power & Relationship Building
When buying from Reliant, you benefit from the fact we have more negotiating power than most distributors and small online equipment providers, especially when making bulk purchases of things like raw materials, filters, and common maintenance items. We also get more traction when planning long-term partnerships with other companies, such as burner manufacturers or pretreatment spray wand builders. This means our customers won’t be faced with last-minute parts substitutions or inferior components blamed on supply chain issues.
It also means we value our business relationships, both with our customers and our vendors. We’ve seen countless distributors and online sales outlets swap between suppliers of small ticket items, like powder guns, again and again, sometimes also bouncing from one equipment manufacturer to another while chasing “a better deal.” These decisions have typically NOT been based on what’s best for the customer.
In contrast, we feel that establishing meaningful long-term relationships with the companies that provide us with key components is crucial to our success. We also believe that it’s important to have this same type of direct, no-razzle-dazzle interaction with our customers. Rather than a “one and done” sales philosophy, we want Reliant’s customers to turn to us for future purchases, upgrades, and service needs for years to come. We work to stay informed about our customers’ experience with their equipment. We also strive to keep them up to date on new product developments. When requested, we offer thoughtful recommendations about products and processes that will best suit our customers’ needs as they grow.
Reliant offers customized equipment packages and volume discounts, extended warranties, loyalty incentives for repeat customers, and special pricing for pre-scheduled delivery of filters and maintenance parts.
Cost Savings
Perhaps we’ve saved the best for last. One of the primary advantages of buying directly from Reliant is cost savings!
Distributors add their own mark-up to the price of the equipment, often hiding some of it in the installation budget or spreading it across the entire order. In addition to working with one or more manufacturers, they also typically make deals with other companies to provide certain components that are added to the total package being sold. The appliances and components are then shipped from the various sources once the bill is paid. By purchasing directly from Reliant, you can avoid these additional shipping costs, secure a better price on your equipment, and feel confident about where everything was sourced.
Additionally, Reliant offers package discounts and financing options that aren’t usually available through distributors and online resellers. These savings can be particularly significant for small to mid-sized businesses seeking professional quality equipment but operating on tight budgets.
When is a Sales Rep a Better Choice?
While buying equipment directly from Reliant offers many advantages, there are some cases where purchasing from a local distributor or sales rep is clearly beneficial. Although we build blasting, pretreatment, and coating equipment, Reliant doesn’t sell blast media, chemicals, or powder. We strongly recommend that our customers establish relationships with vendors who operate on a local or regional basis and can help them get the best results from the expendable materials they use with their finishing equipment. These include:
- Abrasive Media & Blasting Supplies: Many companies that sell blasting media and related supplies have representatives that can help make sure you’re using the right media for your application. This should involve occasional site visits to observe the results you are getting and suggest refinements.
- Chemical Pretreatment: Most pretreatment chemistry suppliers provide local service, which is critical if your parts preparation routine warrants in-person support and titration assistance. You probably don’t want to buy your chemicals from the same company that sold you your equipment, especially if it is being shipped 5 gallons at a time! Instead, interview sales reps from multiple brand-name suppliers like DuBois and Chemetall to find the company that best supports your business.
- Paint & Powder Coatings: One of the most important relationships any finishing operation needs to maintain is their connection with the companies that provide their paint and/or powder. All national-level suppliers have reps that cover specific geographic areas or market segments. Simply put, if a company won’t send someone to routinely help you with quality issues and make sure your business is using the latest and greatest paints and powders for your application, find another supplier.
A Better Way of Doing Business
Unlike distributors, regional sales reps, generic online stores, and small web-based outlets, Reliant has a proven track record, countless references from customers big and small, and the experience, agility, and business horsepower needed to guarantee a good outcome.
Reliant specializes in personalized service and practical solutions. During the sales process, we offer complete transparency, dedicated engineering and limitless equipment customization options, competitive pricing, industry-leading responsiveness, and realistic production lead times.
After the sale, we provide professional installation and start-up, excellent warranty coverage, superior technical support, fast shipment of filters and maintenance parts, and we support our customers for life.
We’re also dedicated to constant improvement, both with our products and our business practices.
If you’d like to discuss your finishing or thermal processing requirements, the experts at Reliant Finishing Systems are ready to help! Give us a call at (256) 355-9000 and we’ll discuss your needs, provide a budgetary estimate, and promptly follow it up with a detailed plan that defines the equipment, layout, and associated costs for your project.