Issue link: https://www.e-digitaleditions.com/i/999236
profi ts. When they don't, sales compensation and accounts are lost and emotions run high. Recently, Concept Services Senior Vice President Michael Keck shared his thoughts on channel confl ict, particularly when a manufacturer works through both independent reps and foodservice equipment distributors and dealers. Concept Services focuses on chain restaurants and off ers deep expertise for engineering, design and supply chain capabilities for delivery, installation and setup for large-scale national projects. While working on an opportunity with a national chain in Denver, Keck found that one of the key manufacturer's reps was working closely with the customer's operations and purchasing teams, off ering ideas that diff ered from his suggestions. He is based in Concept Services' hometown of Austin, Texas, and quickly discovered that frequent fl y-ins weren't enough. "Face-to-face communications were essential for building a personal relationship and getting the business, so we decided to open an offi ce in Denver so we could be local and work with the manufacturer's rep and our customer," he says. Many manufacturers are adding national account salespeople to work directly with large customers, even as they keep their manufacturer reps in traditional sales roles. " is trend more than doubles Confl ict between channel partners is as old as value chains themselves. It exists because manufacturers and distributors have diff erent business models but overlapping interests. Each partner and their sales channels work to achieve their own business objectives as they win the customer's business. When things work well, customers are served and everyone earns a fair share of the available COOPERATION IS A BUSINESS STRATEGY profi ts. When they don't, sales compensation and accounts are lost and emotions run high. Recently, Concept Services Senior Vice President Michael Keck shared his thoughts on channel confl ict, particularly when a manufacturer works through both independent reps and foodservice equipment distributors and dealers. Concept Services focuses on chain restaurants and off ers deep expertise for engineering, design and supply chain capabilities for delivery, installation and setup for large-scale national projects. While working on an opportunity with a national chain in Denver, Keck found that one of the key manufacturer's reps was working closely with the customer's operations and purchasing teams, off ering ideas that diff ered from his suggestions. He is based in Concept Services' hometown of Austin, Texas, and quickly discovered that frequent fl y-ins weren't enough. "Face-to-face communications were essential for building a personal relationship and getting the business, so we decided to open an offi ce in Denver so we could be local and work with the manufacturer's rep and our customer," he says. Confl ict between channel partners is as old as value chains themselves. It exists because manufacturers and distributors have diff erent business models but overlapping interests. Each partner and their sales channels work to achieve their own business objectives as they win the customer's business. When things work well, customers are served and everyone earns a fair share of the available COOPERATION IS A BUSINESS STRATEGY WORKING SUCCESSFULLY WITH REPS By Contributor Mark Dancer, NAW Institute for Distribution Excellence Fellow mark.dancer@channelvation.com MICHAEL KECK, CONCEPT SERVICES SENIOR VICE PRESIDENT 30 FEDA News & Views