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Maggie ,” said Frank . “ We are going to take care of our associates and customers first , and indeed , building long-term relationships with customers is also something else that sets us apart ,” he added .
This echoed Ken ’ s previous comments about forming close collaborations with the customer , and he agreed that this approach would remain very important . “ It can happen in many different ways , so it could be simply having the product they need , but it ’ s also the research and development , value engineering , bringing them cost and time saving ideas , decreasing cycle times - that is the trade off to get to that relationship ,” he reiterated .
This collaborative approach requires a lot of flexibility , and Ken agreed that this way of operating has contributed to 84 Lumber ’ s success . “ I think its going to really tell the tale in the next 12-18 months where capacity and constraints of manufacturing are going to remain ,” he added . “ We need to listen to our customers and form deeper relationships with them and ultimately , if there is an investment in capital to get there , we are willing to do that , but we want to make sure we have a strategic partner along for the ride with us .”
Technology evolution
This customer-first approach was also made evident during the Covid-19 pandemic months of 2020 , when , as a designated essential business , 84 Lumber and its stores remained open . “ Those front line associates that took care of our customers were the true heroes of this company ,” proclaimed Frank . “ We didn ’ t miss a beat , and actually after the first three to four weeks starting on March 16th , our business boomed off the planet , and we had front line associates who worked through it with us .
... Throughout the years of hosting Operation Appreciation , 84 Lumber has donated to various militaryrelated charities
“ The pandemic did cause people to really love their homes ,” he continued . “ I think the way people look at their homes is a bit different right now , plus we have an economy with very low interest rates for people to buy houses . So , we have a boom in the building industry , but I think some of those suppliers through 2019 into the pandemic weren ’ t ready for the surge .
“ However , when you are a 65 years old company with an owner like Maggie , and vendors that have been with you for over six decades , beside you every step of the way , giving you what you need and probably a little bit more - all that has kept us growing and thriving through these challenges .”
From Frank ’ s description of Maggie , getting feedback from those working on the front line has been a cornerstone of her success : “ Having an owner who constantly asks ‘ what do you need ’ has been essential ,” he said . Therefore , when Frank described the arrival of Paul Yater , the newly appointed Chief Information Officer in 2017 , it wasn ’ t a surprise to learn that part of his process involved discussions with the teams on the shop floor . “ We are around three and half years into this IT road map , and our CIO spent several months travelling the country seeing people so that he could take what we had and make it better ,” said Frank .
Paul was tasked with optimizing the company ’ s network to support 84 Lumber ’ s planned growth and expansion , and his conversations revealed a key theme : It was time for change . “ The evolution of technology in the building materials industry is reshaping how we do business ,” commented Maggie upon his appointment . “ Paul ’ s vast experience with global organizations will allow us to redesign our digital and technology offerings
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