Today we’d like to introduce you to Don and Rolanda Ross.
So, before we jump into specific questions about the business, why don’t you give us some details about you and your story.
Back in 2000 TLC Supply was a very small company with sales of $132,000.00 per year. It was run down, the office was a cramped trailer, and there was very little product offerings. People would drive up, take a look, and drive away because they were turned off by the appearance of the business.
Since I have taken the company over I have brought the business to new heights and this is my passion. We have gone from $855K my 1st year as manager to $6.3 million in 2016 and we now have an extensive product inventory of brick, block, cements, granite, stone and aggregates to name a few. Our supply yard is a well paved and organized business site, we have a larger office that houses many tools and specialty products, as well as sample boards of various products. We’ve increased our fleet of trucks to keep up with the demand; we’ve increased our marketing efforts to reach new customers, and so much more.
Today we are one of the largest hardscape and masonry stores in Massachusetts. We have earned the reputation of being a place with excellent service, efficiency, and selling only the best hardscape and masonry materials at a great price. We are well respected by our customers (both homeowners and professional contractors), vendors and even our competition.
Overall, has it been relatively smooth? If not, what were some of the struggles along the way?
When you own a business you are going to face some challenges no matter how long you’ve been in business. Trying to satisfy customers, exceed the competition and keep your business profitable is a challenge. I’ve found that in this day and age it is difficult to find the help we need. We are growing at a great speed and we don’t have enough employees. We work with what we have to make sure everything goes smoothly. We are fortunate enough to have employees who can do more than one role. For example most of my truck drivers can easily help out in the yard loading customer orders and some can work in the office and answer calls or help customers that come and visit the store. Even if you have management experience, picking the right team for a startup is stressful and difficult. It’s not enough to find candidates who fill certain roles, you also need to consider their cost to the business and how they’ll work as part of your overall team. Such considerations are exceptionally hard when you’re under the pressure of filling those positions as soon as possible.
Rolanda’s struggle: My daughter Rolanda has faced some adversity from some customers. It is not common to see a young woman (Rolanda only being 25) working in this industry because it is considered a “man’s world” and so there are some negative stereotypes about women working in this field that many contractors and masons have. I think this setback has helped Rolanda step out of her comfort zone and really assert herself. She has pushed herself to become the best she can be to prove that a woman can make it anywhere. She has definitely turned even the most difficult customer’s opinion on their views on women. She has worked her way up to assistant manager and has gained lots of respect. This past year we hired a female intern, Elizabeth, from Wentworth who is studying to become a Civil Engineer. Elizabeth has caught on quick, while excelling, and enjoys working here. Again, I think this helps overcome the stigma that some people have about women working in STEM or construction fields. I am very proud of both.
I am a really focused person and I quickly assess failures and learn from them. I believe that staying disappointed at things that don’t go according to plan just eats up energy that can be used to get things done. I’ve past down this school of thought to my daughter and continually tell her to learn from mistakes and the mistakes of others, such as our competition, and to take action, make the adjustment, and get right back to achieving goals. No matter what we never give up in spite of the setbacks and never quit striving for their ultimate success.
Alright – so let’s talk business. Tell us about TLC Supply – what should we know?
We specialize in hardscape and masonry products. This includes material featured in landscape architecture such as patios, walkways, driveways, pool decks, and walls. We sell a wide variety of stone such as granite, bluestone, brownstone, slate, fieldstone, as well as CMU blocks, pavers, brick, gravel, sand, cement, natural stone veneer, professional tools, and so much more.
What makes us unique is that we focus heavily on customer service. We are committed to providing our customers, both professionals and homeowners, with product knowledge so they get the most out of their investment. We hold our employees to a very high standard and if they do not reach our expectations then we find another candidate who will fit that role. We have our employees take product training courses and we send them to dealer seminars to improve their knowledge on products and the overall industry.
We have a large outdoor patio display to show customers the different types of retaining wall and paving stone products from the top manufacturers we sell. We take the time to show customers around the display and around the yard so they can get see the product in person and gain a better understanding of what it is they are purchasing and see exactly what it is they are getting.
Our delivery drivers are prompt, friendly, and respectful to the clients they deliver to. And our yard workers are efficient and provide outstanding service when loading our customers with their products. We have gotten many compliments about our service from new and existing customers. One time a customer went to a competitor of ours and said they felt they were treated as if they were a burden and no one was helpful but when they came here they felt comfortable to ask their questions and felt they received the best personal service.
A big factor that makes us unique is that we are up to date on all the latest social media trends. The internet and social media is so important these days that it is crucial to have a presence on all platforms. Social media networks increase brand recognition and brand loyalty because it makes us more accessible to new customers and it makes us familiar and recognizable for existing customers. We also have a blog that Rolanda writes and she shares DIY projects, upcoming outdoor living trends, and other hardscape tips and tricks. Customers see this and appreciate the information. The comments sections in these blog posts are all positive and it is good to know we are making a meaningful impact on people with our helpful information.
Any shoutouts? Who else deserves credit in this story – who has played a meaningful role?
That list would be very long, I have learned so much from so many people it would not be fair to measure who had more or less influence by naming certain people.
Contact Info:
- Address: 36 Vernon Street
- Website: www.tlcsupply.com
- Phone: 617-773-0055
- Email: info@tlcsupply.com
- Instagram: https://www.instagram.com/tlcsupplyinc/
- Twitter: https://twitter.com/TLCSupplyInc?lang=en
- Yelp: https://www.yelp.com/biz/tlc-hardscape-and-masonry-supply-quincy
- Other: http://blog.tlcsupply.com/
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