Relationships drive distribution. The theory holds up even as automations and AI integrations infiltrate every aspect of business. But how do personal affinity and an enduring professional alliance actually work in practice?
Darin Arnold has decades of experience forging relationships. As president of Sales Northwest, Inc., a manufacturer’s rep based in Seattle, WA., he’s charged with balancing the needs of distributors and manufacturers on a daily basis. Jason caught up with Darin to discuss the role that relationship-building plays in helping the agency maintain client trust, especially in the fast-paced contractor and industrial supply markets.
It should also be noted that Jason and Darin have been friends for 40 years. This episode provides a real-time example of how genuine connections can lead to synergistic solutions.
“Every month is a 30-day notice,” Darin says, of the standard month-long contracts in the rep industry. “It’s a 30-day business, and it’s something you live with. If you love what you do, you don’t worry about that.” The constant contract churn isn’t for everyone, and it wasn’t for Darin initially. “I always thought it would be great working for the big corporation,” he laughs. After college, Darin headed to the big Seattle aerospace company and promptly got bored. His father offered him a trial at Sales Northwest and some advice: control the controllable. “It was such a great moment to realize that, oh, go do what you like to do, and the rest of it doesn’t matter.”
Sales Northwest has enjoyed an exceptional reputation as a conduit between manufacturers, distributors, and end-uses. The agency offers product demonstrations, education, sales, marketing, and service support. “We want to show you the value we bring. Maybe you don’t see us on a regular basis because we’re not aligned on product lines,” says Darin, “but let us share with you our best practices and how we can develop a trust network together.” Building up these “loyalty points” takes a concerted, consistent effort, especially in an environment where attention spans are short and the acquisition landscape has accelerated. “That’s one of the things I think most challenging right now,” Darin admits. “But also, it’s absolutely necessary to expand that trust value.”
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QUOTES
“35 years of bumps and bruises, and I’m finally believing that if you do a good job, It’ll all be fine,”
“Good things happen, and bad things happen with manufacturer’s reps, I believe, with certain distributors. You might get stereotyped as this or that, and you’re constantly trying to evolve and change your image with these distributors.”
“Change is constant, as everybody knows. But this type of change is different, and we will utilize every resource we can to come up with how we can be best for our customers and manufacturers.”
“It’s fun to have change because, gosh, if it was the same way it was 20 years ago, how bored would I be today? We excel and love the fact of change just because it’s something new and it’s a different job every year.”
“There’s nothing more gratifying than a new relationship and watching it start to come together.”
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Distribution Talk is produced by The Distribution Team, a consulting services firm dedicated to helping wholesale distribution clients remove barriers to profitability, generate wealth, and achieve personal goals.
This episode was edited by The Creative Impostor Studios
Special thanks to our sponsors for this episode: INxSQL Distribution Software, an integrated distribution ERP software designed for the wholesale and distribution industry; and Moblico, helping businesses do more business on mobile devices.
