2010 fall buylines

CHATTANOOGA CONVENTION CENTERCHATTANOOGA, TN

SEPTEMBER 20-22, 2010

preview issue

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I believe that to be a statement of fact. Th ere is an existing relationship for some reason. It could be that we like each other, our businesses align, geography,

mutual service needs and expectations, or it could be that the marketplace facilitates the relationship. In any event I subscribe an existing customer should be where we all look for increasing the value of the supply chain. Th at is not to say new business is not a necessary ingredient to any business model because it is. However when you look strategically (long term) at the two - step market we are all in today; it demands we look inside and develop the best value relationship and business ties possible with the people that are already doing business with us collectively. We don’t have to re-convince them, just do a better job than the options. Th e manufacturing community in our marketplace has traditionally focused on their distribution partners to help them get their goods to market. Th at holds true even today. One issue that I have mentioned before is

that there are more goods being made than places to sell them. Th e distribution community has consolidated in numbers over the last twenty years at a faster rate than manufacturing. So what does that mean? It means the distributors that are active and healthy today face tougher choices than they did years ago especially with increased pressures from suppliers needing more sales year after year. So what do you do as a distributor when, for example, three high value vendors each have basically the same item they expect you to buy and actively promote? Do you see the challenge this presents? A fi ve pound bag will not hold ten pounds! Th erefore the tough decisions come into play for distributors like BWI that are focused on the best model of distribution for our customer’s success. We attempt to have a wide array of products with a deep inventory but without excess duplication and confusion. Th at is why we align ourselves with the best vendors for BWI and as a result drive more dollars for them to be an ‘A’ customer in the long term. We want to be their best option going forward as a customer because we already understand each other and that helps us focus on driving goods through the channel instead of playing cat and mouse. BWI is trying to do a better job for our customers than the options that are available. Our focus going forward is to develop stronger relationships with our valued customers and understand their opportunities as well as constraints in order to ask them to do more business with BWI. Our end game is helping you, our valued partners, sell more goods or services and become more profi table, not simply selling you more! We only want what we can earn because in the long run, we feel that is business that we can reinvest in with time, eff ort, and support that will allow us to attempt to be your supplier of choice into the future. We are trying every day to make that an easier decision for you. We appreciate all of you and my hope is that we see each other in Chattanooga!

Is Our Best Customer the OneWe Already Have?

Mark Fomby, VP Sales

www.bwicompanies.com April 2010 • Buylines | 1

PROFESSIONAL SALESSTAFF

PROJECT ASSISTANCE PROGRAM

RETAILER CATEGORYMANAGEMENT PROGRAM

LOW MINIMUM ORDER REQUIREMENTS

DEPENDABLE WEEKLY DELIVERY

BEST VALUE IN INDUSTRY PREVIEW

LIFT GATES & PALLET JACKS ON EVERY TRUCK

CONSUMER CONTACT PROGRAM

HELPFUL BUSINESS TO BUSINESS WEBSITE

REAL TIME FIELD ORDERING SYSTEM

ONE STOP SHOP

LARGEST PRODUCT SELECTION IN THE SOUTH

HORTICULTURAL TECHNICAL SUPPORT STAFF

RETAILER STAFF TRAINING PROGRAM

OUR INVENTORY RUNS DEEPER THAN JUST OUR PRODUCTS...

IT’S OUR SERVICE THAT MAKES THE

DIFFERENCE!

2 | Buylines • September 2010 www.bwicompanies.com

Visit us at Booth 303: Lots of New Glove Styles & Displays!

www.bwicompanies.com September 2010 • Buylines | 3


Chattanooga Convention Center • Chattanooga, TNSeptember 20-22, 2010

Monday, September 20, 2010SeminarsGolf TournamentAquarium/River Gorge/IMAXRock City/Ruby Falls/Incline RailwayBattles of Chattanooga/Incline RailwaySoftball Game

Tuesday, September 21, 2010Customer Appreciation Event (Dinner & Entertainment)

Customer Events

Monday, September 20, 2010EXPO Floor Opens 5:00 p.m.Hot Buys (3 Hours) 5:00 p.m.EXPO Floor Closes 8:00 p.m.

Tuesday, September 21, 2010EXPO Floor Opens 8:00 a.m.Lunch NoonEXPO Floor Closes 6:00 p.m.

Wednesday, September 22, 2010EXPO Floor Opens 8:00 a.m.Hot Buys (1 Hour) 8:00 a.m.Lunch NoonEXPO Floor Closes 3:00 p.m.

EXPO Schedule

It takes courage to admit there’s

a problem.

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O F F I C I A L CHEMISTRYC O M P A N Y

www.DowProvesIt.com 800-255-3726

Better Science. Better Results

Complete Insect ControlDual Action Above Ground and BelowCovers 6,000 Sq. Ft. For Season Long ProtectionApply Every 3 Months for a Bug-Free Yard

Fruit, Citrus & Vegetable Insect Control (Drench) Use during planting season Actively protects plants insuring better fruit production

INSECT CONTROL FOR SOIL & TURF

INSECT SOLUTIONS FOR YOUR EDIBLES

Vegetable & Garden Insect Spray Apply any time during growing season to kill insects. Kills on contact. Broad label.

LOOK FOR PALLET ALLEY SPECIALS AT THE BWI EXPO AND BE SURE TO VISIT US IN BOOTH 1302.

Better Science. Better ResultsBeetttteter Sciencce. Beetttteter ReReesultsts

Complete Insect ControlComplete Insect ControlDual Action Above Ground and BelowCovers 6,000 Sq. Ft. For Season Long ProtectionApply Every 3 Months for a Bug-Free Yard

Fruit, Citrus & Vegetable Insect Control (Drench) Use during planting season Actively protects plants insuring better fruit production

INSECT CONTROL FOR SOIL & TURF

INSECT SOLUTIONS FOR YOUR EDIBLES

Vegetable & Garden Insect SprayApply any time during growing season to kill

insects. Kills on contact. Broad label.

LOOK FOR PALLET ALLEY SPECIALS AT THE BWI EXPO AND BE SURE TO VISIT US IN BOOTH 1302.


So, how was 2010? Business roared off like a train, but the train slowed way too early, shoppers got off and only seem to want to get back on when there

are deals to be had! Across most of the country, the same story; increased foot traffi c early but decreased Average Sale Per Customer; new younger faces in the stores, excited seminar attendees but with short attention spans and a lack of loyalty. When it got hot they decided gardening wasn’t “cool” after all.

Oh and one more thing; information and knowledge was in high demand (did you cash in on that?)

So WHAT is going on out there?

Th e trend is…. no trend. Uncertainty rules in consumers’ minds with regards to their job, home, retirement, college funds and so on. Heck, thanks to 24 hour news, even BP has hit registers, thousands of miles from the Gulf.

Winning WaysBut there are some winners this year and those who did have a good spring provided both how-to and value to their customers. ‘How-to’ in terms of displays, information, seminars, web sites and confi dent employees walking the store in “helpful” mode, not “I’m an expert or too busy” mode.

‘Value’ by making sure those 50 – 100 K.V. (Known Value) lines were sensibly priced at a lower margin.

Was The Watering Can Half Empty?Not for some garden and home stores, here’s one of them:

GC “X”, yearly sales $3.4 Million

2010 YTD compared to 2009 YTD

Sales $ .....................................-3.4%Customer Count .....................+1.0% Gross Margin Dollars ..............+14.1%Labor Costs .............................-17%Net Profi t or Bottom Line ......+186% (yes, one eighty six)

Did I hear a collective gulp?

Even though their Customer Count and their Average Sale per Customer was fl at, this company paid off their credit line earlier than ever before, have more money in the bank going into Fall than last year and, just as important, have a customer base that loves to shop there.

How did they do it? Th ey bought to a tight budget fi nding deals and opportunities, slashed SKUs, reduced the retail footprint twice in summer, hired less hours, trained and led the team rigorously, painted/cleaned everything and set out to win!

Th e owner is not a tyrant, far from it. However the company is disciplined and very focused on the end result – long term success through customer success. Th at breeds loyalty. Th e leaders have vision and a passion that shows on the faces of the team and their customers every day.

The Helpful Hardware (Garden) Store

You know who else won this year? Th e Independent Hardware stores (Ace, Tru Valu etc). Th ey were really on their game with tie-in products everywhere and lower margins on K.V. lines to drive traffi c or tempt those new shoppers to try unfamiliar items.

Th ey had impulsive end caps focused on the one key product of the week, even a 48 hour price on a thing like Weed B Gon. Th ey dedicated high traffi c store space to the spring gardening craze (including mountains of lawn food for those consumers who fi red their lawn care service).

Hardware stores had project suggestions for lawns, veggies, herbs etc. Tomato cages? Right on the tomato table – duh. Earth Boxes? Planted up to show-how with 20 boxes and tie-ins right there to grab and go. Questions

By Ian Baldwin

Increasing SalesFrom Today’s Shoppers


about raised herb beds? Hardware stores had the best (in some cases the only) how-to-build-‘em displays in town. And for those shoppers who clearly looked lost, there was a red or blue golf shirt there in seconds it seemed. WOW; these companies were playing seriously hard and fast.

Remember that both Independent garden and hardware “channels” are similar with generations of family management, restrictive sites and often a lack of capital, so they have more in common than you might think. But whereas the hardware stores saw Gardening 2010 as a golden opportunity to gain market share and lock in some loyalty through success, I suspect some garden and farm stores haven’t got the memo about the changing market.

Baby Boomers are aging and the next two generations think of this industry in terms of their projects, not their hobby.

Missed Opportunity - Tie-insMy un-statistical survey of shopping carts in garden and home stores shows the Tie-in count no diff erent to other years and still less than one cart in fi ve containing anything other than plants. I saw little evidence of teams excited by the opportunity to win these new customers, persuading unsure shoppers to give things a try. All those new innocent customers in our stores trusting our word and buying what we tell them, yet the average sale declined this year; and it wasn’t just because big ticket items are still soft.

When I suggest spreading tie-ins around the customer’s shopping journey I get the same push back about taking up space needed for plants or that “Jenny doesn’t like them in her department”. Well when Jenny personally writes the check for those tomato plants she can call the shots! Until then it is not her call, sorry.

Top Down StrategyI am always amazed at the territorial defensiveness of some employees and managers. Employees rarely suggest adding tie-ins to “their” area; this can only start at the top. Owners must drive the “Help these new customers succeed” message fi rmly, or they tolerate low commitment to the cause. I saw table after table of herbs with no plant food, no pottery nor soil, no support frames, no ready-to-planters, how-to manikins, no recipes, no “Salsa herbs”,(continued on page 8)

Retail consultant Ian Baldwin was born in England and has worked in the nursery industry since he was 16, holding a BS in Horticulture from University Of London and an MBA from Medway College in England. He has lived in California since 1986 and is an American citizen.

For over 27 years Ian has consulted for companies in N. America and Europe on garden center design, layout, marketing, merchandising, “retail detail”, strategic planning and the fi nancial criteria necessary for a profi table operation.

Ian is a featured speaker at many nursery and garden center meetings through the year such as ANLA’s

Management Clinic, OFA, Superfl oral, The GC Symposium, the IGC and The Far West Show.

Over the years he has been retained by The ANLA, The ECGC group, Independent Nursery Group, David Austin Roses and The Scotts Company.

For 17 years Ian has written a regular column for the “Garden Center” magazine, while his “TLC...Think Like Customers” and “Retail Sales Pro” sales motivation programs have helped to increase sales on over 250 retail nurseries.

His business management program for the ANLA, “The Garden Center University” has set the standard for future training in the business of the nursery business and is fully subscribed at each enrollment.

His September tour of England’s dynamic garden centers and the GLEE Show has become an early sell out every year since 1993.

Throughout all of Ian’s work one particular theme prevails. His goal is to help his customers make more money with less stress, and it works!

Ian Baldwin • Biography


(continued from page 7) no suggested use and so on. Just more herbs this year than last.

If this industry is to win lasting shopper loyalty, the customer’s needs must come fi rst. So owners and managers have to drive it and execute the plan. How long would an employee survive in a grocery store if they said “I don’t like putting Olive Oil bottles with my Mozzarella, it spoils the look of my cheese cabinet”?

But those stores who did drive it report strong interest and rising sales of hard goods from moisture meters to perennial frames. To the new gardener, hard goods that we plant lovers have treated like an ugly cousin for the last 15 years, are essential components for their project.

Today’s younger consumers are not hobbyists looking for some obscure item they have read about; they are grateful, information-hungry shoppers looking to complete a project – and quickly.

Projects Are Your FutureIn the next few years the Garden, Farm and Home business will have to fi ght for every dollar; Tie-ins, solutions, success packages, etc. will be a crucial part of this fi ght. Th is starts at the top, so let’s see those “Success with XXXXX” kits, to help customers harvest their tomatoes and squash, hide the nosey neighbors or drown out the sound of next door’s puppy. Most of those younger homeowners don’t know about plant food, frost, pH, soil amendments, N:P:K, irrigation or rabbit repellent – not a clue.

So let’s make this stuff fun and easy to use; especially if you want customers to return happy next year and try again. We probably only have 2-3 years at most to win them over. After that, with a rising economy, it will be on the other projects, interests and eating out; enjoy.

*** Full disclosure: Ian and Lisa Baldwin have a large and productive veggie garden helped by the considerable output of their donkey, Earwig.

P T H O R T I C U L T U R E . C O M

HIGH QUALITY GROWING MEDIA

SUSTAINING FAMILY VALUESSince 1923, Premier Tech Horticulture has been building its know-how and reputation on technological

expertise in Sphagnum peat moss. Through these years of experience Premier Tech Horticulture

has maintained its constant concern for research and development of ecological and performing

products. Having become leaders in horticulture, Premier Tech Horticulture makes sure to restore

all of its peat bogs and therefore paying particular attention to sustainable development.

For the past 85 years, by listening to its customers needs and desires, Premier Tech Horticulture

has created a unique range of value and quality products that surpasses the highest of standards.

Interested in Ian’s services? He is available for in-store consulting or if you are just interested in training materials, they are available as well. Please see his ad on the next page for contact information.


Ian Baldwin’s TLC. . . Think Like Customers

Newly Revised DVD Format for 2010 PLEASE SEND ME Ian Baldwin’s New TLC Sales Training Program-$879+S&H Contact Name: ________________________________________________

Contact E-mail: ________________________________________________

Contact Phone: ________________________________________________

Company Name: ________________________________________________

Shipping Address: ________________________________________________

________________________________________________

(city, state/prov) ________________________________________________

(zip/post code) ________________________________________________

Number of Retail Stores _____________ Please call for multiple retail store quote if you have more than one store

Here is my check for $894(US)* payable to Ian Baldwin*$879 + $15 Shipping &Handling- 2 to 3 day Priority Mail within the US

Previous TLC User Companies and Garden Center University Graduate Companies are eligible for a limited time discount. Please call 916-682-1069 if you qualify, have

questions or have more than one retail store. THANK YOU!!!

Ian Baldwin P.O. Box 1146 Elk Grove, CA 95759-1146 tel: 916-682-1069 [email protected] www.ianbaldwin.com


new vendors

ALLIED PRECISIONINDUSTRIES, INC.Quality Products for Lawn and Garden

Quality Metal Products and Containers Since 1911

Responsible • Economical • ProvenHorticulture Products

Cajun Injector offers a full line of products designed to enhance your Grilling, Smoking, or Barbecue experience.


bwi EXPO preview - new vendors

new vendors

The simple art ofTerracotta


The new BF-400 - The most amazing machine for removing greenhouse plastics, you have ever seen!

Professional growers from coast to coast use Daniels® Plant Food for beautiful, sustainable results.Daniels® Professional products answer the needs of the professional grower with improved plant growth and enhanced root development resulting in more compact, toned plants.

bwi EXPO preview - new vendors


• Tool free assembly • Handcrafted in the USA • Constructed of 100% Western Red Cedar -

Unfi nished

Products for Pet Odors, Carpet Stains & Pet Training Aids.

bwi EXPO preview • new vendors

new vendors


SpringStar provides effective, non-toxic, and environmentally safe pest control products.

SPRINGSTAR INC.SPRINGSTAR INC.

Flag Center Displays

Outdoor Canvas Art

bwi EXPO preview • new vendors

Sounds like a simple question, but the reality is most businesses do not. Yes, they may know the

faces they see on an occasional basis, and even know names of the regular ones, but do they know the consumer that shops or browses once a month or a couple of times a year? In tough economic times, the cus-tomer that knows you could be your best customer. It costs much less to keep them and grow their purchases than it does to search and advertise for new ones (some statistics show as much as 5 times more). So how do you keep up with them? Do you have a customer list or charge account list-ing? Do you send out newsletters or mailers? Do you collect e-mail ad-dresses? Th ese are all great ways to keep up with your current customer base. Th e point here is to have some-thing in place that tells you who your customers are and how to contact them. Th e new generation of shopper, and to some extent the older ones, have a new way of doing business and staying in contact with people and

places of interest. On-line retailing and social media sites such as Face-book, MySpace and Twitter, pro-vide a great portal for doing business. Many of today’s shoppers rely heav-ily on these new avenues. You can’t go to any website without seeing

some sort of advertising. Th e same holds true for the social media sites. You can “follow” anyone or anything

including a business on these sites. If you are not currently part of this phe-nomena, or have not looked into it, you might want to think again. Th is form of communication is not going away and new developments are on the horizon.

I believe the easiest way to do more business with your current cus-tomer base is to start in your store. How do you treat customers when they are in your store? What do you off er as incentives for repeat busi-ness? Do your employees know who

Do You Know Who YourCurrent Customers Are?

BUILD-A-TRUCKPROGRAM

In an effort to better serve our retail accounts next spring, we are introducing another service at the BWI EXPO. The program is called BUILD-A-TRUCK. This program will allow you to shop among 100 different products that are heavy or bulky and let you pick either 12 or 24 pallets, mix and match, for delivery prior to the busy season. This purchase not only benefits you in terms of pricing and dating, but also benefits you in terms of more timely deliveries each week in the spring.

This program is not intended to replace our drop shipments in any way but is a spin-off of the drop ship-ment program for items that we typically ship out of our warehouse in categories and quantities that do not have an existing drop ship program. For example a farm store might select...

3 pallets of pine shavings1 pallet of cedar shavings2 pallets of chicken manure3 pallets of potting soil2 pallets of lime1 pallet of peat moss1 pallet of ice melt1 pallet of Back To Nature1 pallet of gypsum1 pallet of Athletic Field Marker2 pallets of 13-13-131 pallet of cypress mulch2 pallets of black oil sunflower2 pallets of top soil1 pallet of wild bird food

None of these items individually can make a drop shipment from a single vendor, but they are still needed and we deliver them as needed on our truck each spring. The issue is most people in a region stock up at the same time and it results in delays in receiving your weekly bill of goods. With this program, you take it early, buy only what you normally sell, have it when the season breaks and pay for it later. Everybody wins.

Ordering is easy and each load comes with a GIFT CARD. Why not get paid, become more efficient and be prepared if the season breaks early with

BUILD-A-TRUCK!

VISIT THE BUILD-A-TRUCK BOOTH AT THE BWI EXPO...BOOTH #2016...AND SEE WHAT WE CAN DO FOR YOU!

Also, each pallet comes with a pallet sock so merchandise can be stored outside if need be.

by Randy Townsend

Randy TownsendMarketing Manager


Down to earth protection. Down to earth philosophy.

DeWitt Weed Barrier® Pro

No Weeds — 100% Guarantee!

DeWitt Pro-5 Weed Barrier®

The Industry’s Best 5oz. FabricLifetime Guarantee!

DOWN TO EARTH PROTECTION

To learn more about our products visit us atwww.waremfginc.comor call us at 602-257-8803

Chick-N-VillaITEM # 01462 (69.5”W x 34”D x 50.25”H)

Chick-N-HutchesChick-N-HutchesChick-N-Hutchese

• Covered screened porch provides a safe “free-range” environment• Rustproof galvanized wire • ‘EZ’ to assemble • 2 removable roosts• Large screened front door • Convenient storage compartment • Rear access clean-up door • Attachable access ramp

Chick-N-CabinITEM # 01461 (48”W x 45.5”D x 37.25”H)

• 4 removable roosts, lift-out floor panels, plus attachable access ramp• 2 removable screened front panels • Safe non-toxic stain • Removable side wooden panel • All hardware included

Quality Materials and Superior Cratsmanship

Easy Access Makes Care Safe & Easy

Add A Universal Nest Box (Item#01475)

Quality Materials and Superior Cratsmanship

Easy Access Makes Care Safe & Easy

Add A Chick-N-Pen (Item#01464)

these customers are? Developing in-store promotions that reward shop-pers and keep them coming back can help create a sustainable relationship. Training and involving your employ-ees in your strategy and direction as-sures a confi dent and knowledgeable staff who can only add to the success of your business. We at BWI believe that we have to follow the same principals in our own business in order to grow and

succeed. Our current customer base is our lifeblood and what allows us to bring new programs and off erings to market. Th rough our continual re-view of what works and what doesn’t, we have formulated our strategy and plans to present to our customers at the BWI EXPO. Th ese plans are now in place for 2011 and we hope you will join us in Chattanooga to see all that we have to off er.


bwi EXPO preview • new products


Bamboo Glove with 2NFT™ Nitrile Palm Coating• Naturally anti-bacterial• UV protective• Biodegradable• Keeps hands cool & comfortable

Vegetable & Garden Insect Spray Season Long Grub ControlAll-In-One Rose & Flower Care 2-In-1 Systemic Rose & Flower Care

4 Gallon SureSpray Deluxe Backpack Sprayer• Same great sprayer• Much better price point


Large Rustic Metal Urn Climbing Tomato Planter • Comes with 4’ tomato cage


Cauldron Pot• Use as pot cover or plant directly in it• Made in USA

Sevin 5% Dust

Rain Wizard™ Urn

Compost Wizard®Hybrid

Kills Crabgrass

Armadillo Repellent• Stops the digging!• Just hook to hose & go

• Also kills sedges & many broadleaf weeds• 1 packet to 1 gal of water• Sulfentrazone & Quinclorac

Decorative rain barrel with planter in top for your favorite plants.

7 cu ft composter & 47 gal rain barrel all in one unit.

• Looking for larger sizes of Sevin Dust?• EPA now mandates Sevin in no larger than 1 lb canisters• Come check out GardenTech’s new 3 pk of 1 lb Sevin Dust for a great value


• 2 new colors: sage & chocolate• For use in crates, carriers & homes• Machine washable

• Covers 13,500 sq ft• Travels up to 200 ft• Auto shut off• Great new price point

• Self watering• Waist high elegance in soft gray

Use with live traps to capture

hard to trap animals

New waterproof packaging!

New line of organic & natural products

for the Independent Garden Center

18 | Buylines • September 2010

Fleece Dog Beds

Ramik® Lures

Rain Train, Rezimar™

27.5” Napa Planter


Lawn Shield Insect Repellent

Compost Maker

Grub Control

• Cedar granules• Great alternative for insect control

• The natural way to make fertilizer

• Safe alternative for Grub control

• All-in-one natural gardening spray• Defends against insects, disease & mites

• Same dependable name you trust now offering soils• Feeds up to 6 mo.

September 2010 • Buylines | 19

New Larger Bonus Packs

Neem

Same Great Products

It’s the complete package. Literally.

©2010 Conrad Fafard, Inc. Fafard®, The Science Behind the Art™ and the Fafard logo are trademarks of a Syngenta Group Company.

Beauty and brains.

LIQUID FENCE ®

Going granular.

And, of course, guaranteed-effective!

Brand new Deer & Rabbit Repellent Granular,

Snake Repellent Granular and Wasp & Hornet Killer join

the Liquid Fence®

family of products!

Going aerosol.

Always all-natural.

liquidfence.com

And now...CowPots in 6-Cell Flats!

Visit us at Booths 320 & 419


September 20-22, 2010Chattanooga Convention Center

Chattanooga, TNRegister online at www.bwicompanies.com

We Can Only Sell More If You Sell More!Do you ever see coupons for specials by the box stores and wish you had the time, resources and wherewithal to offer something like this to your customer base?

Look no further than the E-Contact booth at the BWI EXPO. BWI has developed 40 ready-to-go email blast templates for your use. We have been encouraging our retailers to capture email addresses this past year with the idea of providing this service to solicit more sales for your valued dealer base. They are split between garden center items and farm store items and allow you to add your store information and send out a promotion on the items you probably already carry. We will have a BWI staff member explaining this service and you can sign up to receive this right on the spot. It’s free, effective and offered by your choice of suppliers…BWI!

STOP BY THE E-CONTACTS BOOTH AT THE BWI EXPO FOR MORE INFORMATION...BOOTH #2014.

$XX.XXPurchase 2 bags

& save $5.00!

Ironite Mineral Supplement, 40 lb

Type Store info here

SpecialsJune

MAKING PET CARE A PRIORITY IN YOUR BUSINESS.

Does your pet category bring rewards with a reasonable return on investment? If you would like to revamp your offering and selection in this category, please make sure you visit these vendors at the BWI EXPO.

Booth No.Allied Precision Industries: Feeding Bowls, Feed Storage ....214Behrens Mfg: Metal Feed Pans, Buckets, Cans ......................1210Central Life Sciences: Adams, BioSpot Remedies ...... 1507, 1509Happy Jack: Pet Remedies ...........................................................407Leather Brothers: Collars, Leashes, Feeding Bowls.................502Miller Mfg: Pet Carriers, Beds, Feeding Tubs.......... 412, 414, 416Clean Control (OdoBan): Odor and Stain Removal ...............505Sanco: Stain Removal .................................................................1502Smokehouse Pet: Pet Treats and Chews ..................................1512United Pet: Doghouses, Treats and Chews,

Feed Storage & Odor Control ....................................209Ware Mfg: Doghouses ................................................................2012

Allied Precision Industries:::::::: FFFFFFFFFFeeeeeeeeeeee dididididididdid ngngngngngngnngngggnngn BBBBBBBBBBBBowowowowowowwllll


I was trying to remember what the exact percentage is from memory and I believe the statistic is that it costs seven times more to obtain a new customer than it does to retain an established customer. Let’s assume that number is correct or at least close to correct and look at the cost of developing a new customer for our business. True some costs are constant and a new customer helps average out our existing costs but what about the additional cost associated with acquiring a new customer as opposed to increasing our value with an existing customer. Here are a few possible cost factors to consider with acquiring a new account versus retaining an established customer:

ADDITIONAL ADVERTISING COSTSHow did this customer fi nd you? Did you spend money in trade magazines, trade shows, or personal travel to make contact with this customer? Advertising is necessary for any business but the cost of advertising to established customers is

much less and much better received than with a possible potential customer.

UNKNOWN PREFERENCESMost growers know their customers’ preferences and what the customer’s expectations are for quality and delivery. I don’t know how many times I have heard a grower say “they only want the best, don’t ship those plants”. Working relationships take time to develop and a learning curve costs money. With a new customer we often must learn their exact preferences

and what particulars they value while we can rely on historic knowledge to satisfy the existing customer.

RETAINING CUSTOMERS SAVES MONEYIf we retain just 2% of the customers who would have gone somewhere else it in eff ect cuts our cost by 10%. Th at’s true in any business, from selling airplanes to petunias.

CUSTOMER LONGEVITYTh e longer you keep a customer the more valuable they become. Studies show that by making “loyal “ customers out of just 5% of your customers it will translate to an average increase of 63% in profi ts for your company from that customer.

RETAINED CUSTOMERS BECOME SALESMENCustomers who deal with you over a period of time tend to attribute good qualities to you and your company. Th ey do business with you because they trust you, because you deliver on what you promise, you treat them fairly, and you solve any problems that come up in a satisfactory manner. Th ese people sing your praises to others and actually bring you that new customer as well.

Bottom line is that it is critical for all of us to work extremely hard to make sure we are satisfying our present customers and off ering them the service they desire. We all want and need new customers but we must not lose sight of our existing customers and their needs.

I usually don’t have time to read the newspaper anymore but I was waiting on an appointment recently and happened to read an article by Andy Rooney. His subject was about his changing values over his considerable life span as well as the constants that always remain true. One line in his article really caught my attention: “gratifi cation is usually the death of desire”. His reference had nothing to do with customers yet it still could apply. None of us want to be guilty of desiring a new customer and not showing our gratitude to the customer who already honors us with their business.

CUSTOMER RETENTIONby Paul Toler

Paul Toler Key Account Manager


PROJECT CENTERSWhat to display and when...who knows and who has

the time and the imagination?

WE’LL SEE YOU AT THE EXPO!


bwi EXPO preview • show specials

AQUASCAPESReceive a $10 CASH SPIFF with the minimum purchase of select aquatic patio ponds. See booth for details.

ARTEFXFREE shipping on 12 or more prints.

ATLAS GLOVES$5 to $30 CASH SPIFFS on select displays.

BACK TO NATUREFREE pallet of your choice on all full truckload orders shipped by 3/31/2011. Purchase 10 or more loads and receive a FREE pallet of your choice on all loads throughout the season. See booth for details.

BARENBRUGPurchase 10 bags, receive 1 bag FREE on select varieties. (Must purchase like product to receive free goods.) See booth for details.

BASFAdditional 4% discount on Onetime, 4/1 gal. (AM59012018).Additional 10% discount on Pylon, 4/1 pt. (AM59012156), Attain TR, 2/2 oz (WH1820), and Fungafl or TR, 12/2 oz. (WH092379).Purchase 1 case of Pure Spray Green Oil, 4/1 gal. (WH092306), or 2 cases of Ultra-Pure Oil, 2/2.5 gal., and receive 1 case of Pure Spray Green, 6/1 qt. (ZZWH092305) FREE.

Purchase 1 drum of Ultra Pure Oil, 30 gal. (WH092308) and receive 3 cases of Pure Spray Green, 6/1 qt. (WH092305) FREE.

BAYER ADVANCEDReceive $50 to $75 CASH SPIFFS on select items. $500 spiff off ered on the purchase of pallet assortments. See booth for details.

BAYER CROP SCIENCEAdditional 5% discount on 26GT, 2/2.5 gal. (BYT4250930), Tempo SC Ultra, 12/240 ml (BYT4196332), Coretect 4 pack (BYT79283261), Merit 2F, 12/240 ml (BYT4327283) and Armada, 8/12 oz. (BYT3843819).

BECKER-UNDERWOODPurchase $1,000 minimum combination of Bioline and receive Cabelas Gift Card worth 5% of Bioline purchases.

BEHRENS10% CASH SPIFF on your order when you purchase any 3 diff erent Behren’s items.

BIOWORKSReceive 15% savings when purchaseing the BioPack.

BOND MFG.Save 20% on select items from Bond. See booth for details.

BONIDE$10 to $300 CASH SPIFFS on select displays and pallets. See booth for details.

BOSS GLOVES$5 to $40 CASH SPIFFS on select displays.Save up to 25% on select styles. See booth for details.

BRADFIELD ORGANICS$20 CASH SPIFF on pallet purchases.

CARL POOLReceive 5% off select items. See booth for details.

CENTRAL GARDEN & PETCASH SPIFFS $5 TO $75 on select displays and pallets.Purchase 6 cases of Image Crabgrass Granules (AM100503351) and receive 1 FREE!Purchase 6 cases of Amdro Quick Kill Mound Drench (AM100503145) and receive 1 FREE!

CENTRAL LIFE SCIENCES/JUST ONE BITE$3.25 to $5.25 CASH SPIFF per case on all Just One Bite productsBONUS: $10 CASH SPIFF on every Brute ordered and $10 CASH SPIFF for each 10 case order of bars.$100 CASH SPIFF with the purchase of select Adams products. See booth for details.

CLASSIC BRANDSReceive $15 to $50 CASH SPIFFS with minimum purchase.



CLEARYSave 21% when purchasing 2 or more Pro-Pak drums (CL3336WP).Receive additional 5.5% Bonus Bucks on full case purchases of Tristar 30SG, 16/8 oz. (CLTRISTAR2) or 2/2 lb. (CLTRISTAR3).

COLLIER METAL(COL-MET)Purchase 20 bundles of 1/8” x 10’ Steel Edging in green (PS1012), 1/16” x 10’ Steel Edging in green (PS10145), or 1/16” x 10’ Steel Edging in brown (PS10145B), and receive 1 bundle of like product FREE!

COLORITE SWANSave up to 18% on select items. See booth for details.

CONTROL SOLUTIONSCASH SPIFFS FROM $3 TO $30 PLUS FREE GOODS on select items. See booth for details.

CORONASave 16% to 27% on select items. See booth for details.

D&D COMMODITIES$10 TO $60 CASH SPIFFS on select displays. See booth for details.

DALENSave up to 14% on select items. See booth for details.

DELTAGReceive a FREE display with minimum $550 purchase.

DEWITTSave 7% to 27% on select items. See booth for details.

DRAMMSave up to 14% on 5/8” x 50’ Colorstorm water hoses in assorted colors.

EARTHWAYSave 30% on an Earthway Precision Garden Seeder (ERPGS).

EASY GARDEN BOXSave 20% on the 4’ x 4’ Easy Garden Box, Stone (ROE2219100).

ESPOMA$40 CASH SPIFF with pallet purchase of Weed Preventer plus Lawn food (ESCGP25)$50 CASH SPIFF with purchase of 10 cases, mix and match, of Earth-Tone liquids PLUS a FREE display rack.

FAFARDPurchase 7 pallets of Fafard brand retail mixes and receive 3 pallets of your choice of Ground Rules product FREE. See booth for details.Receive special pricing plus grower allowances on all 1/2 truckload orders.

FESTIVAL WINDCHIMES$20 CASH SPIFF on order of $750 or more.

FLORIKANReceive up to 4% discounts on drop ship orders. (3 ton minimum.)

FLOWERHOUSESave 30% on select items from Flowerhouse. See booth for details.

FMCAdditional 5% discount on Dismiss, 12/6 oz. (CHDISMISS1), Dismiss, 4/64 oz. (CHDISMISS2), and QuickSilver, 4/8 oz. (CHQSILVER).

GARDENTECHPurchase 10 cases of 1 lb. 5% Sevin, 4/3 pk. (GUS7023) and receive one case FREE.

GARDMANSave 20% on select Coco Liners. See booth for details.

GILMOURSave up to 32% on select items. See booth for details.

GOOD IDEASSave 10% on a Standing Compost Bin.

HAPPY JACK$35 CASH SPIFF on assorted displays.Save 25% on Xylecide and Seal ‘N Heal.

HEADWINDSave up to 11% on select items. See booth for details.

HEATHPurchase 12 cases of Suet, receive 1 case FREE.

www.bwicompanies.com Buylines • September 2010 | 25


IRONITE$1 CASH SPIFF per 40 lb. bag (IR40)$0.50 CASH SPIFF per 20 lb. bag (IR20)

LEBANON SEABOARDReceive a $50 Cabelas Gift Card for purchases of $5,000 or more.

LEWIS TOOLSSave 20% to 30% on select displays. See booth for details.

MARS FISHCARESave up to 30% on select items.Receive up $20 in spiff s. See booth for details.

MEDINA AG$15 CASH SPIFF for new dealers on select purchases (see booth for details).Purchase 5 cases of select product and receive a sampler case FREE.

MICHIGAN PEATSave 5% on drop ship orders of new products.Warehouse orders only: Purchase 42 bags of Baccto Potting Soils, 50 lbs. (MH211250) and receive 8 FREE.Purchase 115 bags of Baccto Potting Soils, 25 lbs. (MH211225) and receive 15 FREE.Purchase 110 bags of Baccto Lite Potting Soil, 20 qt. (MH1425) and

receive 20 FREE.Purchase 55 bags of Baccto Lite Potting Soil, 40 qt. (MH1450) and receive 10 FREE.

MILLER MFG.Save 37% on 20 qt. Flatback buckets.Save 35% on 8 qt. Utility pails.Save 33% on Fleece Dog Beds.Save 28% on 8 qt. Flatback buckets.

MODINEReceive a 4% discount on entire Modine line.

MONSANTOFREE case of ProMax and

Classic and Grecian Urns werethe harbingers of modern day flower potsand still, to this day, stand tall in heritagebringing beauty to our plants andsurroundings as they have for centuries.

Novelty urns maintain this sameneoclassic style; always durable,fashionable and a must-have for deck,patio, poolside and entry.

Available:• Classic in 12 and 18 inches• Grecian in 12 and 19 inches• Two-piece construction with optionalpunch-out drain holes

• Black, White, Stone

800.442.7336 noveltymfg.com



Only Extinguish®

Plus Gives ’em Both Barrels.

For more information, contact your local distributor, call 1-800-248-7763 or visit extinguishfireants.com.

©2010 Wellmark International Extinguish is a registered trademark of Wellmark International. Always read and follow label directions.

Blow away fire ants before they take another bite out of your assets. Extinguish® Plus gives you the double barrel approach to fire ant control with an adulticide to knock ‘em down and an Insect Growth Regulator (IGR) for long lasting results.

Unsuspecting workers take the bait back to the mound as food, eat it and die. They also spread it to the queen—effectively eliminating colony growth and relocation. Extinguish® Plus is approved for indoor and outdoor use.

VISIT WELLMARK AT BWI EXPO IN CHATTANOOGA, TN BOOTH 410 | SEPTEMBER 20-22

QuikPro Dose Packs with qualifi ed purchase PLUS FREE display rack.3 FREE cases of QuikPro Dose Packs with qualifi ed purchase PLUS FREE display rack.Enter to win an E-Z Go Golf Cart with 1 chance for every $500

purchased of Monsanto branded products.

MONTEREY$10 CASH SPIFF with every 5 case order.

MOTOMCOBUY 1, GET 1 FREE on select new items. See booth for details.

MUCK BOOTReceive 10 pair of select shoes or boots FREE with every $1250 purchase.

MULCH MFG.FREE pallet of Cypress Rose Mulch on full truckload orders. Restrictions apply. See booth for details.

MYERS-GROWERReceive up to 50% discount on select Dillen and ITML containers including the ITML Panterra line.

NEOGEN5% SHOW CASH on all products.

NUFARM T&OEnter to win an Apple IPad. See booth for details.

NUFARM T&OEnter to win a Kindle DX 3G with 9.7” display. See booth for details.

NURSERY SUPPLIES2% discount on full product line.

OHPAdditional 5% discount on Discuss N/G, 4/1 gal. (CM982410), Veranda O, 4/1 lb. (CM989400) and Terrazole L, 8/1 qt. (CM988478).



PBI GORDONAdditional 3% discount on Ferromec Micros, 2/2.5 gal. (GD9661126).Additional 4% discount on Atrimmec, 12/1 qt. (GD6621086) or 4/1 gal. (GD6621076).

PLANT STAND, INC.$15 CASH SPIFF with the purchase of a Spinner Rack Display, Pk/120 (ZZBH26434).$15 CASH SPIFF with orders of 5 cases of plant caddies of any size OR 8 cases of 12” and 2 cases of 16” plant stands.

PLANTMATESSave 18% on Scatterboxes (ZZHDP76500). Purchase 5 each Dust Applicators (HDP76900) and receive 1 FREE.

POPPELMANNReceive up to 20% discount on select Th ermoformed, Injection, Decorative Containers and Hanging Baskets.

PROKOZSave an additional 2-5% discount on select products. See booth for details.

RADIUS GARDENReceive a $20 CASH SPIFF with the purchase of 1 display assortment containing 10 cases or more.Receive $20 CASH SPIFF with the purchase of $1,000 or more.

SANCO$25 CASH SPIFF on Mini Blue

Display (DSSC00000).$50 CASH SPIFF on Big Blue Display (ZZSC11111).$50 CASH SPIFF on Hoof Plex Display (ZZSC99000).$20 CASH SPIFF select displays. See booth for details.

SCOTTS-GROWERReceive up to 8% discount on Osmocote Plus, Classic, Pro, all Scotts off ered herbicides, plant protection, Benefi t and Jewel.

SCOTTS-RETAIL$75 CASH SPIFF with pallet purchase of Green Max.

SENORET$10 to $200 CASH SPIFFS on select items. See booth for details.

SMITHERS-OASISReceive a 10% discount on all Smithers-Oasis cleaning products.Receive a 5% discount on select grower foam products.

SMOKEHOUSE PETSave 10% on items purchased at the EXPO.

SOUTHWEST AGRI PLASTICSReceive a 4% discount on full product line.

SPRINGSTARSave 10% to 14% on select displays.Receive a FREE shelf display with the purchase of any of the 4 featured displays. See booth for details.

ST. GABRIEL LABSReceive up to $75 in CASH SPIFFS on select displays and pallets. See booth for details.

SUMMIT CHEMICAL$7 to $40 CASH SPIFFS on select items. See booth for details.

SWEET CORNPRODUCTSReceive a FREE display with a minimum purchase. See booth for details.

TRUNK MATPurchase 12 personalized rolls and receive a FREE roll.Purchase 25 personalized rolls and receive 2 FREE rolls.

TUFF STUFFSave up to 25% on select items. See booth for details.

TURNER HAT$25 CASH SPIFF on Spring Prepack.$50 CASH SPIFF on Fall Prepack.

UNITED PET GROUPSave up to 12% on select items. See booth for details.

VALENT USAPurchase 40 bags of Broadstar, 50 lb. (OA88560290X) and receive 4 bags of same FREE.Purchase 10 bags of Distance FAB, 25 lb. (OADISTANCE25) and receive 1 bag of same FREE.Receive up to 50% rebate on



Tourney, 4/5 lb. (OA61710480) for minimum purchase. See booth for details.

WARE MFG.Save 25% on select Premium A-Frame Doghouses. See booth for details.

WATERBURYCASH SPIFFS of $1-$3 per case on all products.

WELLMARK$10 CASH SPIFF on 5 case mixed orders of Extinguish.$25 CASH SPIFF on 10 case mixed orders of Extinguish.

WELLMARK-GROWERAdditional 15% discount on Enstar AQ, 6/1 qt. (SAENSTAR1), Enstar AQ, 4/1 gal. (SAENSTAR2) and Mavrik, 12/1 qt. (SAPENMAV2).$15 Cash Spiff per 2 unit order of Enstar AQ (SAENSTAR1, SAENSTAR2, or Mavrik (SAPENMAV2)$30 Cash Spiff per 4 unit order, mix & match. See booth for details.

WOODLINK$50 CASH SPIFF on a Recycled Plastic Feeder Display, Pk/34 (ZZWONAGGDISP).$10 CASH SPIFF on a Brushed Copper Feeder Display, Pk/40 (ZZWOBCDISP2009).

ADVERTISEyour garden center, color logo, specialties

706-694-8855 - www.trunkmat.com

trunk mat companyNew LOW Minimums!!

Ask about

the

Show Specials at Booth 314!!Free Stand w/3 Stock Rolls, Free Roll w/5 Stock RollsFree Roll w/12 Personalized Rolls

tRED

UCE R

EUSE

RECYCLE4

Made from Recycled Poly

Personalized & Custom Trunk Matswww.fertilome.com

1. Remove all packaging material before planting.

2. Check to make sure roots are moist and alive.

3. Dig a hole large enough to allow all roots to spread laterally without bending and deep enough to allow planting mix to reach 2 inches above the original soil mark on the plant. Soil will settle to original soil mark with time.

4. Set plant in hole to correct depth and backfill with planting mix - usually a combination of sandy loam and ferti·lome® Potting Mix or peat moss.

5. Form a berm around the hole, using soil mix, to aid in watering.

6. Water slowly and thoroughly with a mixture of water and Root Stimulator and Plant Starter Solution. This not only feeds and waters the plant but also eliminates any air pockets.

7. Prune 1/3 to 1/2 off the top of the plant to help balance top growth and root system.

1. Always carry the plant by the root-ball, never by the trunk. Dig a hole twice the diameter of the root-ball and deep enough to place the plant at the original growing depth.

2. Leave any burlap or other material around the root-ball, but be sure to remove any wire or nylon cord from around the trunk.

3. Backfill the hole with planting mix, usually a combination of sandy loam and peat moss (or other organic matter).

4. Plunge water hose to the bottom of the hole to soak and settle soil, working out any air pockets.

5. Large trees should be staked and tied with guy wire to prevent wind damage.

6. Using soil mix, form a berm around the hole to aid in watering.

7. Prune 1/3 off topof the plant to help balance top growth and root system.

8. Wet soil around plant with solution of Root Stimulator and Plant Starter Solution.

1. Dig hole twice the diameter of the root ball and deep enough to place the plant at it's original growing depths.

2. Backfill hole with planting mix, usually a combination of sandy loam and ferti·lome® Potting Mix or peat moss.

3. Form a berm around the hole, using soil mix, to aid in watering.

4. Water slowly and thoroughly with a solution of Root Stimulator and Plant Starter Solution and water. This not only feeds and waters your plant but also helps to settle soil and eliminate air pockets.

5. Prune only to achieve desired shape since root system has never been pruned or cut back.

GARDEN CARE PROGRAMBare Root Balled & Burlapped Container Grown

PLANTING MADE EASYPlanting , Watering & Fertilizing Vegetables - When Planting, choose an area that will receive full sun and good air circulation. Vegetables do best when planted in raised beds. The ideal planting mix is sandy loam and organic material (peat moss) in a 50/50 ratio. Good drainage is the foundation for great gardening. Consult your local ferti·lome® dealer for correct varieties, specific planting methods and optimum planting dates in your area. As you are Watering, remember that the roots are very shallow; they will probably require more water than your other plants. Water slowly and thoroughly to saturate the bed area. Frequency of watering will depend upon your local soil conditions and weather. Avoid wetting the foliage as this can promote disease problems. Fertilize your vegetables every three to four weeks during the growing season. Proper fertilization is essential to producing a good harvest.

Insect & Disease - The damage from insects and disease can quickly devastate your garden. To prevent and control common insects and diseases, spray twice a month during the growing season. More frequent applications may be required during rainy periods since the spray can be washed off. For more specific insect problems refer to your ferti·lome® dealer. Areas that have high humidity levels tend to have the worst disease problems. In these parts of the county, you should treat preventively before disease appears. If you live in an arid region, wait until you see the first signs of the disease, and then begin treatment. Two treatments, usually 14-30 days apart, will be required on most problems. Some diseases, like brown patch, may require treatment for up to three years in a row. Try to spray and water your plants in early morning, since plants that stay wet overnight tend to be more susceptible to disease problems.

Weeds - Unique situations will arise from time to time that call for the use of specific weed killers. There are basically two categories; selective & non-selective. Selective weed killers control only certain or types of weeds (grassy or broadleaf ). Some are safe for use around desirable plants while others are not. Most non-selective weed killers cannot tell the difference between weeds you want to control and your desirable plants. It is very important to keep non-selective weed killers, as well as certain selective ones, off the foliage of desirable plants. Special weed killers work best on young, tender, actively growing weeds. If the weeds you want to control are large and not growing much anymore, you should cut them off at ground level, wait until 2 to 6 inches of new growth appears and then make your application. Due to the importance of using special weed killers properly, always read the label directions thoroughly or consult with ferti·lome® dealer.

*This planting technique is the most preferred since the root system is fairly large and has never been pruned or cut back. Be careful not to damage the roots when removing the plant from it's container.

THANK YOUFOR SHOPPING

AlwaysSunnyGardenCenter

Locations:Myrtle Beach & Pawleys Island

South Carolinawww.alwayssunny.com

Thank You ForShopping With Us!

PLANTING INFORMATIONPERENNIALS ANNUALS

BOOTH#314 BOOTH#314

BOOTH#314


bwi EXPO preview • pallet alley

Save 5%Atlas Fit Dump Bin

Pk/144ZZWLAHDWR300BIN

Save 9% plus get a $10.00 cash spiff

Complete Insect Killer12 lb (80 bags)

BY700288A

Save 9% plus get a $75.00 cash spiffSeason Long Grub

12 lb (60 bags)BY700710A


Mole Max10 lb (50 bags)

ZZBP69250

Save 15%Fairlawn/Farm & Ranch/

Soaker MixedPk/60

ZZAAFAFRT050

Save 31%24” Poly Rake Display

Pk/48MR9161

Save 24%Corn on the Cob20 lb (80 bags)

BD38820

Save 25%Purple Martin Display

PK/10ZZHTPMC1A


Tomato Tone Bin45/8 lb

ZZEST08MP


Garden Tone Bin45/8 lb

ZZESGT8MP

Save 24% plus get a $60.00 cash spiffNatural Lawn Food

30 lbESNL30

Save 24%Heavy Duty Tomato

CagesPk/125

ZZGW74327

Save 24%Creative Color Combo

ZZGW7999



The fastest weed control you can get with visible results within 24 hours.

PROVEN | RELIABLE | SUPPORTED

QuikPRO®, powered by Roundup Technology®, gives you fast burndown results with an easy-to-mix, water-soluble granule. All it takes is one try to see why it’s the choice of lawn pros everywhere.

See us today for more information or visit RoundupQuikPRO.com

Extremely attractive “Show Special” Extremely attractive “Show Special” pricing on Roundup PROMAXpricing on Roundup PROMAX®®, ,

Roundup PRO ConcentrateRoundup PRO Concentrate®®, , QuikPROQuikPRO®® and Ranger PRO and Ranger PRO®® with with

favorable payment terms.favorable payment terms.

Eye-catching Point-of-Purchase Eye-catching Point-of-Purchase retailer display “FREE with purchase” retailer display “FREE with purchase” of show specials (Roundup PROMAX of show specials (Roundup PROMAX

and QuikPRO). A $150 value!and QuikPRO). A $150 value!

ALWAYS READ AND FOLLOW PESTICIDE LABEL DIRECTIONS. QuikPRO and Design®, Ranger PRO®, Roundup PRO®, and Roundup PROMAX® are registered trademarks of Monsanto Technology LLC. ©2010 Monsanto Company. 25090 071210

25090_QuikPRO ad.indd 1 7/14/2010 9:51:06 AM

Save 25%Hose Truck Starter

AssortmentPk/5

ZZLTHTSTART

Save 23%24 oz Orbital Sprayer

Pk/100ZZTH2498100

Save 28% plus get a $25.00 cash spiffLittle Giant Farm Kit2010EXPOFARMKIT


Pet Lodge Pet Kit2010EXPOPETKIT

Save 18%25 lb Galvanized Auto

Dog FeederLGCH25

Save 12% plus get a $60.00 cash spiffRoundUp Pump’N Go

56/1.33 galZZMS5100210



CYZMIC CS is a microencapsulated formula

featuring NEW CapVantage™ Technology.

Providing quick knockdown and long-lasting

residual, CYZMIC CS can be used for

outdoor perimeter pest control, indoors

residential & food handling areas, on turf and

ornamentals and in animal housing. Controls

tough pests such as darkling beetles, ticks,

flies, fleas, scorpions, bed bugs and many

more!

VECTOR-BAN Plus may be used in auto-

matic misting systems, outdoor & indoor

applications, crack & crevice, ULV space

spray and on listed animals. Controls

mosquitoes that transmit the West Nile

Virus, flies, gnats, wasps, fleas, cockroaches,

bed bugs, spiders and many more!

Keep Pests Away With CYZMIC CS & VECTOR-BAN PLUS

™

™

Contact your local BWI sales representative for more information on these products. For a current list of

state registrations visit www.controlsolutionsinc.com

Save 16%42” Tomato Cage Color

AssortmentPk/200

ZZPA89901

Save 19%Tomato Cage Display

Pk/750ZZPATCMIX1

D E S I G N SD E S I G N S

Save 18%Willow Planter/Saucer

AssortmentPk/150

ZZRKPLT0845

Save 19%Flower PouchAssortment

Pk/772ZZRKPLT1100

D E S I G N SD E S I G N S

Save 19%Denali Earth Tone

Planter DisplayPk/360

ZZRKPLT1035

Save 12%Slot ‘N Pin DisplayZZWOSPWDISP



Save 19%Mosquito Control

DisplayZZCH3200

Save 16%Medium Doghouse

Pk/10Only $33.50 ea

UP536

Save 17%Large Doghouse

Pk/10Only $50.00 ea

UP538


Mole & GopherGranules

10 lb (40 bags)ZZSE7002FD

Save 28% plus get a $30.00 cash spiffStarter Assortment

2010ZXPOWAREKIT

NEW AT THIS YEAR’S BWI EXPO...FIXTURESLooking to change the layout or just spruce up your store? Let BWI help.

New for our EXPO this year is an offering of store fixtures, displays, and merchandisers from Madix Store Fixtures and R.W. Rogers Company. Be sure to visit these booths and get expert advice on how to improve your merchandising and display options while creating a better shopping environment.

Provides retailers with a number of options for customizing each store’s fixture layout. Whether you need gondolas, wall shelving, end caps, or three- and four-way merchandisers, Madix manufactures components engineered of materials and finishes that complement varying retail styles.

MADIX STORE FIXTURES

VISIT BOOTH #319, 220

R.W. ROGERS COMPANYFor the past 45 years, R.W. Rogers has focused on the supermarket industry. With the recent acquisition of a fully established line of gar-den center carts, their focus has widened to include the nursery and garden center

industry. The wide range of products they offer allows them to provide a convenient purchas-ing experience for their customers.

VISIT BOOTH #1619, 1520


bwi EXPO preview • participating vendors

Allied Precision ProductsAquascapesAT FilmsAtlas GloveAtlas Manufacturing, Inc.AustramBack to Nature, Inc.BarenbrugBASFBayer AdvancedBayer EnvironmentalBecker-Underwood, Inc.Behrens Mfg.Bigfoot BalerBioSafe SystemsBioWorksBlack Gold Compost Co.BondBonideBoss GlovesBradfi eld OrganicsCajun InjectorCarl Pool ProductsCategory Management BoothCentral Life SciencesChapin InternationalCherry Creek SystemsClassic BrandsClean Control (Odoban)Cleary ChemicalCollier Metal SpecialtiesColorite-SwanContechControl SolutionsCorbitt MfgCorona ClipperD&D CommoditiesDalenDaniels Plant FoodDanner Mfg.DeltagDeVault

DeVroomen Holland Garden ProductsDeWitt CompanyDosmaticDow AgroSciencesDramm CorporationEarthBoxEarthway ProductsEasy Garden BoxE-Contacts BoothEspoma CompanyExcel MarketingExhartFafardFestival Windchimes/ QMT Associates, Inc.FlexrakeFlorikanFlowerhouseFMCGarden TechGardmanGilmourGinegarGlamosGood Ideas, Inc.GowanGreen Light Co.Green-TekGrosfi llexGTO, Inc.Happy JackHeadwind Consumer ProductsHeath Outdoor ProductsHenriHope AgriJones SeedJRM ChemicalKaseLady Bug Natural BrandLandscapers PrideLeather Brothers

LebanonLewis ToolsLiquid FenceMadix - fi xturesMars FishcareMedina Agri ProductsMichigan PeatMicro-GrowMiller Mfg.MilorganiteMK MineralsModineMonsantoMonterey Lawn & GardenMonthly Product BoothsMosser LeeMotomco, LTDMoultrie FeedersMuck BootMulch ManufacturingMusic of the Spheres, Inc.Myers GrowerMyers Lawn and GardenNatural IndustriesNeogenNovelty Mfg.Nufarm AmericaNufarm America - T&ONursery SuppliesOHPOrconPage SeedPanaceaPatten Seed CompanyPBI GordonPickseedPlant MatesPlant Stand, Inc.Poppelman PlasticsPottery DirectPremier HorticulturePrimitive Planters


bwi EXPO preview • participating vendors

Principle PlasticsProkozPSW PotsQuietaireR.W. Rogers - fi xturesRadius GardenRivard CompaniesRivermarketRush Creek DesignsRustic Natural Cedar Furniture CompanySancoScotts CompanyScotts Company - GrowerSenningerSenoret ChemicalSeproShafer Seed

Shake AwaySilverado Business SystemsSmithers OasisSmokehouse TreatsSoloSouthwest Agri PlasticsSpringstarSt. GabrielStall Dry/Absorbent Products, Ltd.Summit ChemicalSungroSweet Corn ProductsSyngentaT.O. PlasticsTh e Trunk Mat CompanyTubtrugsTuff Stuff ProductsTurner Hat Co.

United GeneralUnited Pet GroupValent USAValley ForgeValley ViewVPGWare ManufacturingWaterburyWebsite Booth Wellmark InternationalWest of the WindWestern PulpWet & Forget, Inc.WildgameWildlife EnterprisesWoodlinkWoodstream

WWW.BWICOMPANIES.COMWant up-to-date information about products, services or your account? The answer is www.bwicompanies.com.

At this year’s EXPO, BWI will have a booth on the show floor explaining the features, benefits and capabilities of the BWI web-site. A BWI Staff member will have the active site up and running and will be happy to show you how you can use this tool for the benefit of your business. With this being a business to business website, it may lack the pizzazz of consumer sites, but it more than makes up for it in access to business information about your account. And because it is tied to our mainframe, that information is updated each day. Even if you only use it for a reference, that fea-ture alone will allow you to increase your knowledge base and maybe save you a few calls in the meantime. Stop by for 5 minutes and you will leave with a tremendous return on your investment.

VISIT US IN BOOTH #2015


Relationships

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Be sure to stop by our booth #116 at the

BWI EXPO.

Customer

Brad MeadorMarketing Manager

by Brad Meador

You could spend several hours outlining what the best customer would be on paper

but the reality is that every account is unique and requires a custom approach. It is defi nitely somewhat of a science determining what each customer fi nds value in. BWI has several long standing relationships that we have had the privilege of servicing over the years and we continue to fi nd ways to improve these relationships year after year. While we appreciate the addition of new business, like any company would, we place the most value on developing within our established loyal customers. Customer loyalty to us means someone that considers our business together a partnership, which is the intention BWI has as we build customer relationships. We have been dealt a very volatile market in the last couple of years; therefore all of us have to make sure that we associate ourselves with stable business partners going forward. As some markets continue to shrink, we have to start thinking about how to absorb more of what is left and continue to strengthen our ties in new markets. Diversity is what seems to drive the market these days and this is what BWI strives to present to our customers. We hope our loyal customer base appreciates how we do business and continues to have full confi dence in us as supplier. Th is is crucial in developing or diversifying with established accounts. BWI believes that it is not only important to provide our customer base with excellent service on current business but present new ideas or new

segments of business opportunities as well. New business segments with unfamiliar customers can be a challenging task with the natural skepticism that comes with new supplier relationships. Of course we have to prove our worth as any one would expect but unfortunately this has a negative impact on the success of the new line of business, which is immediately perceived as a failure by the new account. It is important to realize that BWI diff ers from a lot of suppliers in respect that we visit our accounts as much as once a week. With that being said, product success and new category success is very apparent to us. With the confi dence we have built with our established accounts, the transition into capturing new markets is much less painful and is approached as a team eff ort and typically is much more successful. All of this being said, BWI feels that although some of the market appears to be shrinking, there is still much opportunity with our long standing loyal accounts and answers the question of “Why current accounts are the best accounts.”


Please contact your local BWI sales representative to learn more about Interface and other Bayer products.

THE ANSWER IS

YES

Bayer Environmental Science, a business group of Bayer CropScience LP, 2 T.W. Alexander Drive, Research Triangle Park, NC 27709. 1-800-331-2867. www.BackedbyBayer.com. Interface and StressGard are trademarks of Bayer. Not all products are registered in all states. Always read and follow label instructions carefully. ©2010 Bayer CropScience LP.

So many questions, one easy answer: Yes, Interface™ should be the core of your program for healthier turf. It provides broad-spectrum disease control and turf safety you can count on anytime, anywhere. Interface blows away the competition on dollar spot, is the best on leaf spot and even controls snow mold. Its non-DMI chemistry lets you manage resistance issues. You can use it in the heat of summer and rotate in year-round. Yes, Interface with StressGard™ formulation technology provides denser turf and stronger roots to manage course stress. And naturally it is Backed by Bayer. So perhaps the only question left is do we have the data to back it up? And of course, the answer is yes – at BackedbyBayer.com/Interface


To many businesses, the grass is always greener on the other side of the fence. You often hear sales-oriented people talking about what a good customer

they are about to pick up. Nothing brings excitement and enthusiasm to an organization like news of a new customer coming aboard. New customers are great, but without your existing customers, there wouldn’t be a business. Th e grass may look greener on the other side of the fence, but thank goodness for the grass on this side of the fence. It’s always been important to cultivate new customers and add to a customer base, but in diffi cult economic times, when every sale is imperative, the importance of existing customers is elevated. Sometimes, your best new business is new, additional business to your existing customers. Generally, the 80/20 rule applies. Twenty percent of your customers contribute eighty percent of your profi t. Th erefore, some customers clearly contribute more to your profi tability and are critical to the ongoing success of your business. Regardless of the percentage, it is critical to know who your best customers are and what, when, and how often they buy. Here are some helpful tips:

• Clearly defi ne what makes a customer a top customer. Understand the characteristics of your best customers – the more you can precisely defi ne which customers you are trying to serve, the easier it is to perceive your business thru their eyes. Know what kind of customer you want to win and keep.

• Identify your best customers and understand what motivates them to buy and why from you.

• Make sure everyone in your organization knows who the top customers are and why they are important. Without customers, there is no business.

• Remain in constant contact with them. Th is will require

connecting regularly by visits, phone calls, direct mail, e-mail, etc. Relationship building requires time and eff ort. By eff ectively communicating with your best customers, you will know what customers like and

don’t like about the company, products, or services.• Capture any critical information that will help you sell more to your best customers. Work the relationship. Build trust. You don’t need bells and whistles to show customers you care. Send personal notes, call valued customers to chat about deals and sales. Never take your customers for granted. Look at your business through your customers’ eyes. • Distinguish your business from the competition and meet your customers’ needs on a continual basis. • Say what you mean and mean what

you say. Your best customer referrals come from your satisfi ed customers. Positive words from your customer base are more valuable than any form of advertisement.

• Treat your employees the way you want them to interact with customers. Your words and actions set a clear standard for how your employees behave with your customers.

• Never lose sight that for your business to survive and prosper, your best customers must remain in business. Work, especially with your key customer base, from the perspective that it is partially your responsibility to see that they are in business next year. As your customers prosper, so will you.

Remember, the best opportunity for growth in your business may be the customers you already have. It just might be that if the grass is greener on the other side of the fence, it is because your grass has not been watered, fertilized, and properly maintained. Cultivate stronger, closer working relations with the key customers you already have.

Mike MizeExecutive VP/CFO

Don’t Forget This Side of the Fenceby Mike Mize


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September 26-28, 2011Gaylord Texan Resort &

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2011 BWI EXPO • SAVE THE DATE


Is our best customer the one we already have? I can’t answer that question for you because I don’t know all the variables but it certainly is a great question.

In thinking about the question from our customer’s perspective, two related questions come to my mind. If they are your best customers, what are you doing to retain their business and add value to the relationship? If they are not, what are you doing to attract the right kind of customers and begin building a relationship with them? I’m not sure what the answer is for you but I know what it is for BWI. At BWI we believe the best customers are the ones we already have. It’s not that we don’t see the value in prospecting for new customers, we do. However, our current customers represent existing relationships; relationships that we have worked hard to develop and grow. Our hope is that those relationships have evolved over time into a partnership that benefi ts both companies. As we have worked with our customers over the years to help their business grow, we have been fortunate enough to grow with them. We understand that their success is our success, so we have made it our goal to provide products and services that help our customers grow their business and their profi ts. One of the ways we have sought to do that at BWI is through providing technical support for critical areas of our customers’ business that might otherwise be hard to come by. For example, we provide irrigation design support for our existing customers so that they are able to water their plants in the most effi cient way possible. Doing this saves time, labor and money, all of which help maximize profi ts. Another area we off er support to our existing customers is in relation to the design and

purchase of automation and equipment. It’s not hard to fi nd a company that wants to sell equipment. Th e diffi cult thing is fi nding someone who is interested in your long term success and understands your business well enough to off er you real solutions when they are possible and straight talk when they are not. Th e same is true of new construction and remodeling. Th ere

are numerous companies you can call if you are just looking for someone to sell you a greenhouse and then move on to the next customer. Our approach is diff erent by design and by necessity. We have greenhouse specialists who are available to walk our customers through the maze of decisions that it takes to pull off a new construction project from beginning to end, all the while keeping their budget and goals in mind. It’s what

they are trained and paid to do for our customers. Th e diff erence is after the last screw is turned and the plants go in we

have a vested interest in making sure that our customers are satisfi ed with the fi nal product. We don’t have the luxury of moving on to the next customer hoping that by the time they need another greenhouse they will have forgotten about all the unresolved issues. So who is the most important customer to us? It’s you, our existing customers, because you have already allowed us the opportunity to be a part of your business. Th at’s why we have provided these kinds of services through our GTS staff . It is part of our eff ort to be a partner focused on the success and growth of your business rather than simply trying to sell you more products.

Clay WilkersonGrower Technical Sales

Manager

BY CLAY WILKERSON

Best CustomerOur


An interesting question has been posed as the focus of this month’s article for the

BWI Management Team... “is our best customer the one we already have?” I wholeheartedly agree that this statement contains a lot of truth. With a long history of serving the professionals of the golf, landscape, and LCO markets, we have a broad base of customers that have looked to BWI as their main supplier of prod-ucts for a number of years. In at least most (and hopefully all) of these cases there is at least one, if not many fac-tors that have made BWI stand out as the best choice to supply their needs. It may be a level of customer service and delivery that attracts customer A. For customer B, it may be the knowledge and experience their sales-person brings to their business. For customer C, it may be that they sim-ply appreciate doing business with a distributor that brings the most com-plete product off ering in the indus-try to their business. Th ese reasons, among others, are what keep our customers coming back to BWI. Th is is not ground breaking information to either us or to you, our custom-ers. However, in order to continue to be successful in a particularly diffi cult economic climate, it is important to continually evaluate what value BWI brings to their customers and what we can do to continue to set ourselves apart from our competition. Take a look for a minute at two diff erent businesses that BWI services in the realm of professional products. Flash back fi fteen or so years ago if you

will. Th e golf industry was growing at an alarmingly quick rate. At one time, there was one new golf course opened nationwide EVERY DAY. Money was fl owingly freely from lenders and many new opportunities for BWI ex-isted in helping to grow this market. Today’s environment is markedly dif-ferent. Courses across the country are experiencing decreases in member-ship or play. Many golf courses have closed. So, in the realm of the golf in-dustry and our original question we are asking ourselves in this article, it is vitally important that we continue to service and maintain our current

customer. However, it involves more than just “selling products”. We must fi rst recognize the economics in play with each individu-al account and make sure that we are help-ing them to do three things. One, we must help them maintain(continued on page 44)

Howard BishopMarketing Manager

Why Our Current Customer is Our Best Customer

BY HOWARD BISHOP


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(continued from page 42) the quality of their course through making ap-propriate product off erings for their situation. Two, we must do so within the constraints of the economics cur-rently in place at that course. And lastly, we must off er a service level that exceeds our competitors and continue to bring them added-value. Conversely, the landscape and LCO businesses have been areas of growth for BWI. Just like the golf industry, we also have long-term re-lationships with many companies in these fi elds. Th ese businesses, while still facing challenges due to the economy, are continuing to at the least maintain their gross revenues, if not grow them. While we are very thankful for those long-term cus-tomers we have, BWI continues to become a distributor of choice for some new customers as well. Our diverse product off ering, convenient and consistent delivery, and a sales force becoming better focused on the particular needs of these segments, has allowed us to enjoy many “new” customers in this fi eld. In any service business, if it weren’t for our customers, we wouldn’t exist. BWI has enjoyed long-term relation-ships with many customers. Th ey are vitally important to our success, and hopefully, we can be vitally im-portant to their success. And while the goal of any business is growth, it is important to not only thank you for your business, but also refl ect on what we can do to make your busi-ness more profi table and effi cient. We look forward to seeing you at the EXPO in Chattanooga and hope that your business enjoys an abundance of success for the future.


Turf & GrowerSeminars

Monday, September 20, 2010 - 3:00 p.m.Grower Seminar with Brian McCaffrey (BASF)Title: Greenhouse and Nursery Insect and Disease ID tips and What is Controlling Them

Monday, September 20, 2010 - 3:00 p.m.Turf Seminar with Jim HarrisTitle: You Can’t Fight Facts with EmotionsHow to cope in today’s world of budget cuts.


You spoke. We listened.Introducing a whole new way to grow your business.

Stop by and check out the full line of products at the Scotts Booth #2008

Our commitment to innovation results in a newly off ered program!

P.O. Box 5968Texarkana, TX 75505

PRSRT STDU.S. POSTAGE

PAIDCARTHAGE, TXPERMIT NO. 80

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Documents

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