“Sales is all about problem solving and people,” Norton|Saint-Gobain Abrasives North America sales & marketing VP Glenn Knowlton told Specialty Tools And Fasteners Distributors Association members gathered in Nashville for the group’s 43rd convention & trade show. “You have to live it to love it.”   

Knowlton said his sales career “blossomed” once “my customers and distributors became my friends and my business partners as we grew together.”   

“Problem solving is a great way to approach a customer,” he added.   

Knowlton began his sales career in 1981 with Norton, which was founded in 1885 in Worcester, MA, by Swedish immigrants. The company now operates in 28 countries with 61 manufacturing plants and 10,500 employees, including 10 factories and 2,900 employees in North America.

“Our value proposition is to create solutions to increase productivity, save time, improve efficiency, and solve problems.”

During his 38-year-career, Knowlton said he has seen the role of distribution “challenged” by manufacturers trying to sell directly to distributors “until they have to ship the product on time and follow up.”

“I have seen distributors align with customers and become the purchasing departments of our mutual customers,” he stated. “They call this integrated supply, and it limits opportunities and creates a less than loyal partner.”

Knowlton rejected this model of business.

“Customers are king – but our distributors are our key partners. Suppliers ship products. Key partners work together for a mutual benefit.”

Knowlton said the market remains steady but is “definitely showing signs of slowing.” During 2018, investments were high as distributors built inventory to handle demand, Knowlton commented.

“Now we see a slight softening partly due to inventory adjustments, but the trend in the market is still positive.”

Knowlton said tariffs “do have an impact,” encouraging customers to increase their domestic product offerings. But overall, “the economy is holding steady so don’t let the economists scare you,” he added.

He labeled the current business climate as a market correction, and encouraged distributors to “get ready for the next good wave” in 2020.

To prepare for success, distributors should “reinvent” themselves; “get educated on news ways of working”; and hire the right people, Knowlton advised.

Likewise, digital is something to embrace and technology is changing fast, he stated.

“Tornadoes, hurricanes, storm surges, earthquakes – what a crazy time we are living in… and social media captures it all.”

To “win in a global economy” requires local field salespeople to support distributors in local markets, he explained.

“People make it happen – technology makes it easier.” Web: STAFDA.org