Large range and personalised service at an affordable price
Wagga Plumbtec was established by Greg and Rob Fox in March 2006. Originally they started out with four staff in a small outlet in Dobney Avenue, Wagga Wagga. Over the next two years they outgrew this store and in September 2008 moved around the corner to new premises in Pearson Street. Greg laments “we have only been here for a couple of years and already we have outgrown this store.”
Although the Wagga site is located adjacent to a massive Bunnings outlet, sales have grown dramatically. The number of staff members has trebled to keep pace with this growth, mainly in the trade sector.
In line with their ambitious growth plans, a sister store, Griffith Plumbtec, was opened in June 2010 to service the community in the Murrumbidgee Irrigation Area. Currently this satellite branch is only small, but like Wagga business is expanding rapidly.
Greg says “We focus on customer service. We will never be the biggest or the cheapest but we can be the best. All our customers relate well with our staff and personal advice and service is our goal. We strive to deliver the best possible customer service to every customer, large or small. We stock a wide range of products, almost to the point of overstocking, but if the customers can find what they want and leave happy, then we are happy … and they come back time and time again!”
To compete with the big boys, Greg and Rob realised they had to join a buying group, so they joined three, each supplying key areas of their business. In 2007 they joined HBT and Plumbtec for hardware and plumbing respectively. In February last year they also joined El Gas as an agent to service this rapidly increasing side of their business.
“As the business expanded, so did the need for accurate information, stock control and cash flow management. We had used MYOB since we started and it has been great but we felt we needed more industry specific software and professional guidance in order to maintain control of our business and ensure it continued to grow. Now that we have two branches, managing stock between the two has become very time consuming. We need ease of price maintenance and margin control across both stores as well and to do that with our present software would involve complex tailoring.”
“We were comforted by the fact that we were not the guinea pigs”
Greg found the buying groups extremely helpful. Both HBT and Plumbtec strongly recommended they consider Margin Master to manage their pricing and that they should look to Sterland Computing for management software. “Sterland are preferred suppliers to both HBT
and Plumbtec and we found their software, ProStix, fitted our business without any modification. Sterland staff mostly come from the building supplies industry and their knowledge and experience are second to none. We were pleasantly surprised that Sterland had already developed a seamless interface to Margin Master and it was already being used by other Plumbtec members. We were comforted by the fact that we were not the guinea pigs”
“The onus is now on us to ensure all our staff embrace the change required to reach and maintain our customer service excellence goal. It will not be easy but it will be worth it. We appreciate the assistance and guidance provided by Sterland and the Resurg Group as we move towards our goal.”