DECEMBER 2023 THE CONSTRUCTION SOURCE AMERICA - SOUTH HVAC, water technology, and plumbing. No matter the market, or the country they’re working, Dennis says that most of their clients are repeat and longstanding. He says they are always looking for new customers, but that their biggest priority is servicing the ones they already have. Josh Aberman, Executive Vice President, echoes that sentiment. He says that repeat customers have powered Lehman’s Pipe tremendous growth, and the company will never lose sight of that fact. “Our focus is always on doing better for the customers we have,” Josh says. “Even when we transitioned into the new facility in Miami, and when we opened the new facility in Broward, our focus never changed.” “We’ve been able to grow a lot,” he adds. “We’ve brought inmore material, we’ve increased the size of our warehouses, we’ve added more trucks – and that’s allowed us to do a lot more with our existing customer base. Our growth has not been solely based on acquiring new customers, but from increasing our penetration with our existing customer base.” The vast majority of Lehman Pipe’s existing customers go back decades. The company credits that customer loyalty to numerous factors, including their competitive pricing, their depth of knowledge and experience, and their extremely responsive customer service. Above all, though, the company believe they are set apart by their expansive inventory: “We believe in having a healthy inventory,” Josh says. “Our inventory has grown at a greater than our sales because we want to make sure we’re always able to service our customer base. We try to never be out of anything. We try to be very forward-thinking in regards to what we inventory and how we inventory it.” At Lehman Pipe, they also try to make sure that customers receive exactly what they ask for, when they ask for it. To achieve that reliability, they have implemented a series of ‘customer-first’ procedures and processes. For example, every single order goes through a checking process, in which photos are taken of all shipments before they are physically packaged. Each box, or each pallet, or each bundle of pipe is then labelled with a digital packing slip detailing what’s inside. Upon delivery, the company also provides clients with a master list for review – it doesn’t matter how many pallets, boxes, or bundles the customer receives, each one is labelled and every item is accounted for on the master list. If, upon delivery, a customer is concerned about a shortage – or has any concern, really – that’s where the photos come in. Again, each shipment’s contents are individually photographed, and those photos are easily accessible. No matter where they are, team members can easily bring those photos up on their cellphone and show clients immediately what’s in every pallet, box, or bundle. In addition, when Lehman Pipe processes their tickets, they enter a required or requested delivery time. They also make notes if the customer has special requests or requirements – for example, if they require
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