ServMart sales soar in FY09
US Marine Corps News
10/28/2009
By Lance Cpl. Jahn R. Kuiper, Marine Corps Base Quantico
For Marines and other Department of Defense employees, getting quality, reasonably priced supplies and equipment is crucial for day-to-day operations and now it’s easier than ever.
ServMart celebrated a customer appreciation day in conjunction with its one-year anniversary of partnership with the Marine Corps and the U.S. General Services Administration on Oct. 21 at the base ServMart.
Since GSA has teamed up with ServMart, they have simplified the Marine Corps’ Garrison Retail Supply Chain’s workflow between the Marine command and the retailers, which has saved the Marine Corps time and money compared to when they did it on their own before.
The Marine Corps was able to tighten their focus, find new ways to help customers and, thanks to a broader customer base via the web, increase sales. From 2008 to 2009 the total annual sales increased from $3.5 million to $7.7 million.
"We had a great amount of success in the last year which is rooted in our teamwork, communication and understanding the requirements of the customer," said Col. Andrew O. Starr, G-4 director.
Since teaming with GSA we are able to give the customers more quality and variety of products in the store. Also, we added online buying, so getting products have never been easier; and it can be delivered to your door in two to three business days."
These changes were driven by customer input.
"I attribute our success to the town hall meetings we had last year where the customers had a chance to tell us what they wanted," said Jim Lettinhand, head of the Headquarters Marine Corps Garrison Retail Supply Chain Office.
As well as hearing listening to the customer’s input, ServMart has also made customer service a focus.
"The hallmark to our success is our customer service," Starr said. "When customers come in we provide them with training on how to use the tools in the store so they can find better, cheaper products."
Making sure customers get exactly what they want is good for everybody.
"The more the vendors get the right products on the shelves, the sales go up, so vendors listen to what customers want and they get it to them," Starr said. "With more sales, the vendors can be more sensitive with the prices to please the customers."
One way ServMart has added more flexibility and diversity to their store is through www.usmcservmart.gsa.gov.
The word has spread about the Quantico ServMart and people like what they are hearing. "Our customer base has grown, not just in Quantico, but in the National Capital Region as well," said Kelvin P. Murphy, the head of the Material Readiness Branch. "People don’t have to drive down to the store. They can buy products via the Web site and they will be delivered to them."
For those who would rather touch and see the products before they buy them, the brick-and-mortar store is still available, and now it offers 10 times more shelf products than a year ago. In the past, customers of the ServMart came and picked up items. Today, with the increased product lines, customers must weigh their decision on best value. For example, with toner cartridges, you may have one cartridge that produces 1,000 sheets for $39; however, there is one available for $49 that produces 1,700 sheets. The choice is to pick the best value.
Regardless of whether products are bought online or in the store, ServMart offers two payment methods: The ServMart Credit Card and the Government Commercial Purchase Card.
"The ServMart Credit Card is better because it has no limitations on a single purchase and it does not require additional auditing," Murphy said. "Government purchase card has a $2,500 - $3,000 limit, but it’s good because it allows any federal organization to shop at ServMart."
When a customer is buying a product they can be assured it falls under all requirements the customer needs, which a civilian retailer can’t guarantee.
"You can go out in town and it may be cheaper, but all of our products must meet safety, security, Information Technology and trade-act requirements," Starr said. "Nobody else can make sure all of these are covered like we can."
GSA has approved three vendors for ServMart - Office Depot, PC Mall and the MSC Industrial Supply Company. Office Depot had the most sales in the past year with $6 million. They had many of the top products sold such as Xerox paper, duty binders and field protective covers. Furniture was a new category this year and it was also near the top of sales.
None of these changes would have been made possible without the store workers.
"We put an extra effort into our customer service which always helps customers find what they are looking for," said Paulette Kukrak, the supervisory supply management specialist. "We also have vendor representative that help the customers any way they can, and we have guys working hard to stock the shelves."
Through all the hard work of ServMart leadership and the staff that works to give the customers what they want, there has been great positive feedback from the Interactive Customer Evaluation on ServMart’s Web site.
"Ninety-eight percent of the ICE feedback we are getting is positive and saying we are doing a good job," Murphy said. "They appreciate all of the changes we made and all the help we give."
Because of the great feedback from the customers, ServMart decided to throw a customer appreciation day as a thank you. The event allowed customers to see 32 sub-vendors showcase all the new products at ServMart. Refreshments were given to customers who came to see all the new goodies and ask questions about the products.
"This is our way of saying thank you to the customers who have been great," Lettinhand said. "We do all we can to show they are appreciated. Another way we show appreciation is we sell hard hats with logos from all National Football League teams. We don’t have to have those, but the customers love them and it gets them excited about safety."
So much has been done already to improve ServMart but more plans are in store.
"We are constantly looking for ways to improve customer satisfaction," Murphy said. "Quantico is growing and so are its needs. We are looking at the possibility of building a satellite store west of Interstate 95 in the future."
Whether it is new management, larger variety of products, the new point-of-sale system or improved customer service, one thing is for certain, ServMart is focused on giving the customers what they want.
- Correspondent: jahn.kuiper@usmc.mil
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