When the Phones Get Quiet: Four Moves Midwest Independents Are Using Right Now
When the Phones Get Quiet: Four Moves Midwest Independents Are Using Right Now
If your phones feel a little quieter, you are not alone. Do not wait. Make your yard easier to buy from, easier to work in, and more useful to your community. Here are four ideas we are seeing work across the BLD Connection region.
1) Make delivery promises visible
Mount a large TV behind the counter that mirrors your live dispatch view. Your team can give quick yes or no answers without digging through screens. Add simple electronic proof of delivery so photos, GPS, and signatures close the loop for customers and cut down on “where is my order” calls.
Quick start
Use the shared calendar or route board you already have. Add digital features as you go. The goal is confidence at the counter, not more tech for tech’s sake.
2) Add a compact rental counter
A small rental lineup keeps contractors and serious DIYers coming back. Hilltop Lumber in Alexandria, Minnesota, runs a strong rental center with lifts, trailers, and more. Start with a tight, high turn mix and a simple rate card. In the Black Hills, Mead Lumber shows how rental can be a core service.
Quick start
Pilot six to ten tools for 90 days. Track usage, late returns, and related material sales so you can fine tune the mix.
3) Host events people actually show up for
Community and pro focused events build loyalty faster than any ad campaign. McCray Lumber’s “Deckapalooza” in Olathe, Kansas brings pros together with food trucks, prizes, and hands on demos. Spahn & Rose hosts contractor appreciation days and tailgates across Iowa. Siwek Lumber’s support for the Minnesota Woodworkers Expo connects them with local maker communities.
Quick start
Pick one signature event. Add a short demo from a local builder, collect emails at the door, and follow up with a quick clinic or checklist.
4) Give pros “all access” convenience
Pros value speed and predictability. Try these upgrades:
- Two way texting: Let customers text orders, ETAs, and approvals to your main number. Keep messages short and store them with the order.
- Customer portal: Offer a simple way for contractors to view pricing, track orders, and pay invoices after hours. Less back and forth means cleaner paperwork and faster turnaround.
These ideas shorten the distance between “I need it” and “it is done.” They smooth daily friction, improve on time performance, and give contractors what they value most, certainty. Best of all, each idea can be tested in a matter of weeks using tools you already have.
References
- Hilltop Lumber & Rental Center, Alexandria MN — Rental Center overview.
- Mead Lumber – Rental Centers for Pros
- McCray Lumber & Millwork, Kansas City / Olathe KS — Event example and longstanding regional presence.
- Spahn & Rose Lumber Co. (IA, WI): Hosts contractor appreciation events such as private football tailgates and offers “WebTrack,” an online contractor portal with jobsite photos, invoices, and payment tools.
- Siwek Lumber sponsor of the Woodworkers Expo