Customers Need To Know: ‘What’s New?’

This issue marks the third year since Sanitary Maintenance resurrected the popular “What’s New?” issue. Now, more than ever, providing information on new products has to be a main focus for distributors.

In a recent SM survey, 33 percent of end users say distributors are essential for providing information on new products. Just by looking at the industry, it is clear that providing product updates is an expectation.

“I count on my distributor for updates on products, and advice on problem solving,” says Larry Paruszkiewicz, of Gateway Technical College, Elkhorn, Wis. — one end user who participated in the survey. “They are not tied to one line of product, so [distributors] can offer varied solutions.”

A separate survey conducted in March by SM’s sister publication, Housekeeping Solutions, asked, “How do you make product selections?” Respondents could choose more than one method for making purchases, but the clear cut “winner” was: “Working with a jan/san distributor,” with 66 percent of those surveyed noting this as a preferred way to find products.

Other ways end users make product selections, according to the Housekeeping Solutions survey, were: “Research and purchase via the Internet” (38 percent); “Based on budgets” (38 percent); “Based on recommendations from peers” (33 percent); and “Work directly with the manufacturer” (27 percent).

Clearly, having the knowledge of — and ability to recommend — new products is one of the best ways to establish or maintain a trusted partnership with customers. So get out there and tell customers about the featured products in this issue, all of which have been released by industry manufacturers since May 2006.

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Also in this issue, Associate Editor Nick Bragg delves into the world of network fraud. While businesses may spend big bucks to protect their computer systems from hackers, it may not be enough. You could be exposing sensitive business data and not know it. The article “Defending Your Data,” reveals best practices for computer security.