Declining Wholesale Account. What to Do?

[partsman1]

I live in a rural area that is having a slow down in the economy (oil field slow down). I have 2 major accounts that are down a very significant amount comparing last year vs. this year. How do I start a conversation or dialog to see if there are any problems that can be worked out or solved. What do you say to a customer that has stopped buying from you? I know that because we are rural, we see lots of shipping delays and problems in the freight area so that can cause strain on a wholesale relationship (I always try to set the precedent).... it hurts my dealer when a dealer in a bigger city can get parts quicker to a wholesale customer in my area than I can get the parts from the manufacturer. What do you do?

[possum]

Go visit them personally, and ask the same questions. Just straight up honestly: "How's business? We're seeing a decline all over and wanted to be sure it's just the economy or have we lost you as a customer? Are we treating you right? Any issues I can handle personally?" If all OK then thank them for their business and you did what you could do. If they're buying elsewhere, there will be cars on their lot and work in their shop. The owner may not want to talk about it, but you can only ask.

[tcollins]

I agree with Possum but I would also add that if your in the wholesale business and its an important part of your months business, you should be touching these customers regularly, not just when things start to look bad. Your relationship with that customer will help them hang with you through some rough patches. At the same time, you'll know in advance about any negative situations or competition looking to work in your area.