The following is a transcript of my interview with Dolores McCorkle Head Director of Finish Line Abrasives, located in Hickory, North Carolina.
Tell me a little bit about how you started with FINISH LINE Abrasives
I contacted KLINGSPOR directly and was told by the Human Resource Dept. that they were actually considering hiring someone in the near future for a new division that was being started. This provided hope and gave me a goal to work toward. I believe, consistency in calling and patience in waiting for the position to be developed were the key factors in obtaining the entry level position that I was granted with FINISH LINE. When I started, I loved my new job. It was a blessing and a challenge.
Could you give me some examples to illustrate the challenge you faced in starting FINISH LINE?
When FINISH LINE first began, all pricing entered into our system other than list pricing had to be hand calculated and entered. This took much time and accuracy was critical. Customers do not want to be overcharged.
Additionally, FINISH LINE, a Retail Division was quite different from the Industrial Division of KLINGSPOR. Those already familiar with KLINGSPOR encountered their own challenges:
Pack Quantities vs. Items sold as Each Quantities, Part Numbers: 6 digits vs. part numbers that actually explained what an item was listing the material, grit, size, etc.
I also recall challenges with scheduling of work orders, backorders, shipping issues and communication challenges were ever present.
Management was removed and had limited input which then leadership defaulted to an existing Customer Service Rep who then became responsible for implementing the line and training. The situation became a sink or swim.
With limited involvement from Management, opportunities for decision making were afforded without risk of immediate reprimand. Many decisions and actions were based on trial and error, do it and ask for forgiveness later if it doesn’t work and gut instincts.
What I’ve found is that when employees are afforded opportunities to fail, they inevitably are more successful. Fear of failure seems to diminish over time, employees become more confident in their decision making skills.
When problems arise, how does your management team resolve them?
Regarding customers, we have chosen to abide by the philosophy that the Customer is ALWAYS right and we will do whatever is needed to correct any error on our part immediately. Addressing and following up immediately is our goal with any issue or concern.
How have the experiences that you have had during your entire career influenced the way you now run your own company?
I realize that every Customer matters and we want all of our Customers to know and remember that. We want to be the best at what we do, whether it’s timely shipments, having the materials or merchandise needed in stock or readily available, no waiting for backorders and outstanding Customer Service. We look to set the standard, not conform.
I want our Customers to know that at FINISH LINE, their business matters to us no matter how large or small a customer may be. We treat them how we would want to be treated or better.
When someone joins FINISH LINE, how do you orient them as a member of your team?
Hands -On Experience is our approach and conveying to them that every question is important in the learning process and it’s OK to make a mistake, it’s fixable. We’re not performing brain surgery but our goal is satisfied customers and consumers.
How do you best promote your line to your customers?
I observe what others are doing in business, evaluate what seems to be successful, consult resources such as springwise.com for trending ideas and then in a non-conformist style present
How are things going in your company in general, right now: are you hiring, downsizing, or “staying as you are” in terms of your company’s workforce; are sales up, down, or flat?
As of right now, Leadership has chosen to “Grow Sales” to justify the hiring of more staff.
As for sales, … we are slightly higher than last year and that’s in the midst of losing a major player (Distributor) within the past year.
How do you keep up with best practices in your industry?
Word of Mouth from our Sales Reps is most likely my best source of industry forecasts , changes or trends. They are in the field. They know what’s happening often before the Media does. They keep me abreast of our competition’s strategies, new product introductions, promotions, mergers, closures and dirty deeds.
Dolores, so far your inputs had been very beneficial for me, it’s an amazing understanding of the development on a line of product and the hard work and dedication to make it work. I will like to ask you few more questions while I am here, I’d like to spend a few moments gaining a better understanding of what it’s like to work in your profession.
Could you describe a typical day?
One of the most interesting things about a small business is that most days are not typical. You continually encounter situations that challenge what you may consider typical. In my opinion, the key to being successful is patience, flexibility and creativity.
There’s no room for individuals that only work according to a job description. It is never acceptable to say, “That’s not my job.” In a small business, one must be willing to go outside their box or comfort zone for the sake of the company and their job security
.
Some of the more specific routine tasks of working in my profession are: Taking orders from customers via phone, fax and email, then entering those orders with efficiency and accuracy. That’s crucial but one must also remember that we operate with technology that fails at times, we are all human and errors do occur. It’s imperative to aim toward excellence in one’s job but work on a daily basis remembering that anything contrary to excellent is fixable. Mistakes happen, realize it, identify why the error occurred, don’t capitalize on it, fix it and move forward.
When it comes to operating a small business in a BIG world, one must identify their niche. There’s no way that we can offer what our completion is offering at the scale that they are, so we must identify what sets us apart and capitalize on that. In our business, our fill rates and shipping times set us apart.
For FINISH LINE, we have an outstanding group of people who daily strive toward excellence Everyone plays an important role in our success and we recognize that.
In addition to taking orders and shipping product, we attend Distributor Trade Shows. They typically occur in the spring and fall. At these Markets, our goal is to recruit new Customers/Dealers for the Host Distributor by offering our “Specially Priced” Assortments or Featured Items, usually at a steep discount with extended dating. Shows also often have a theme, so to set us apart and drive business, we support the theme. Creativity with Show Themes often opens the door for discussion with potential customers resulting in increased sales at the Market.
A little creativity can go a long way in making a sale. When developing a themed show booth, often everyone offers tips and suggestions for supporting the theme. The best presentations are often when everyone provides input.
Then never in a typical manner or fashion, have we offered Promotions to our Direct Buy Dealers to stimulate business. Again, creativity is catamount. We work with the Advertising Dept. of our Parent company, KLINGSPOR to develop a flyer that is eye catching and includes featured items at specially marked prices and occasionally extended dating. Promotional Mailings offered during slow economic times in the Paint Sundries division have proven successful.
We also offer price quotes to all qualifying parties and Reps., cross-reference competitors’ products, and we participate in Distributor Road Shows by offering discounted products, just to name a few more things we do in a not so typical day.
And we work to keep approx. 35 FINISH LINE Representatives informed and motivated via phone calls and emails.
Lastly, we do not want ANY of our Dealers or Distributors to fall into a negative financial standing with our Accounting Dept. and ultimately out of Collections.
We go above and beyond to contact those with Past Due Invoices. We document any information provided and follow up as needed. The Dealers appreciate our follow up and therefore our rate of Bankruptcy is less than 1%.
What advice would you give to someone who was considering a career in sales or management?
Go to college first, get a basic knowledge of what you will be encountering in your particular field, and identify a prospective company that you would like to work for. I would suggest one that has a proven track record for successful Management Training, Team Building or Employee Education Incentives.
In my opinion, a company that values it’s most valuable asset will most likely be the most successful one.
I would also suggest working in a sales or management capacity while in college just to ensure that you really want to be in that field.
Lastly, Sir (Frederick) Henry Royce British Engineer, 1863-1933 once said,
“Strive for perfection in everything you do. Take the best that exists and make it better. When it does not exist, design it.”
This can be applied to everything you do in life, every career field, every venture. Do your best, strive to excel, be the best at what you do whether flipping burgers or cooking up mergers. Anything worth doing in life, is worth doing well.
If what you need doesn’t exist, ask for it, if you’re turned down, create it or brainstorm the situation. Those who consult others, can receive constructive criticism and are not deterred by failure are those who are the most successful in life. Identify your God given strengths and build on them. You can make it happen!!
How do you keep up with current events in your industry and as a business person in general?
For the most part, I depend on my Sales Reps in the field. They are my eyes and ears as to what’s happening outside FINISH LINE. Because they represent other lines as well as FINISH LINE, they can keep me abreast of what other companies are doing in terms of pricing, dating, promotions, sales strategies, etc.
What kind of formal education and additional specialized training would you recommend that a person should acquire to enter into a profession like yours?
Formal Education, I would suggest at a minimum, 2 years of college. Education is so vitally important to creative thinking. In my opinion, the experience of completing courses that bring a person outside their box and challenges them to consider others’ points of view or understanding methods or theories is critical to understanding how business works. I believe, every class I took in college planted seeds for understanding for my future in how I think and process work and life.
But, first and foremost, you have to enjoy working with people, on the phone and in person. I would suggest a compassionate free thinking extrovert for this position.
I am constantly reminded that “The tone of your voice colors every word you speak.”
Dolores, you had provided a wonderful interview, and I really appreciate your time and your insights. I appreciate your kindness in meeting with me; please let me know if I can ever return the favor by helping you in some way. I will call you back and schedule a time to discuss my report in about two weeks.
