Change is inevitable in any industry, and the Boston produce scene is no different.
Distributors say they’ve come a long way over the years, from taking orders over the phone with pen and paper to using the latest electronic devices. But even as they implement new technology, Boston produce suppliers say maintaining personal relationships with customers is a top priority.
“There is quite a bit of technology involved today,” said Steven Piazza, president of
Community-Suffolk Inc. at the New England Produce Center in Chelsea, Mass. “But we prefer to talk to our customers on a daily basis.”
A text does not replace a phone call, Piazza said.
“You get a much better feel for your customer and a relationship with your customer and customize your conversation a lot better with a live conversation than clicking buttons,” he said.
Peter John Condakes, president of Peter Condakes Co. Inc. at the New England Produce Center, has been with the family-owned business for 31 years.
“We used to carry sales books around,” he said. “Now, everybody has computer terminals on their desks.”
Salespeople used to handwrite order slips, then a night crew would run invoicing using an off-site computer.
“Now everything is in the system, and our invoices are done within the hour,” he said.
The new process is efficient, Condakes said, but it can reduce personal phone contact and lessen opportunities to offer customers special deals when there’s an oversupply.
Michael Strock, director of business development for S. Strock & Co. at the New England Produce Center, said that firm also focuses on customers.
“I am so proud of the team we have built for several reasons, especially the way we work collectively to help our customers achieve success,” he said.
“Our reputation is built on our relentless pursuit to deliver excellence for our customers,” Strock said. “We believe that integrity is our most important commitment to [customers] because it takes less time to do a thing right than it does to explain why you did it wrong.”
