If the words “plumbing warehouse” conjure an image of an old dusty plumbing warehouse with pipes, fittings, joints, plumbing supplies, tools and materials, what you see when you walk into Ferguson’s showroom will surprise you.
But then, Ferguson itself may surprise you.
Ferguson first opened its doors in Newport News, Va., in 1953, with two locations and $150,000 in startup capital. Today Ferguson is a diverse wholesale distributor with operations spanning multiple business groups. The company is ranked by trade publications as the largest distributor of plumbing supplies and pipe, valves and fittings. It is also the third largest distributor of heating and cooling equipment and the second largest company within the waterworks industry.
“Our showroom is a reflection of the diversity of our product lines,” said Mandy Bouton, who handles builder outside sales. “It also illustrates how we’ve changed over the years from being a wholesale outlet for plumbing supplies to include lighting fixtures, kitchen appliances and bathroom fixtures, and we have expanded our customer base to also include retail customers.”
Ferguson’s Bath, Kitchen & Lighting Galleries is at 3003 Philips Highway in Jacksonville and is a wonderland of kitchen appliances, bathroom fixtures and lighting for all the rooms in a home.
“We have hundreds of brands,” Mandy said. “All the brands most customers recognize immediately as well as some lesser known, but high-quality brands round out our great selection of products. And, within all our product lines, we have a wide range of prices so that there is a product for just about any budget.”
The showroom is open 9 a.m. to 5 p.m. weekdays and 10 a.m. to 5 p.m. Saturdays. Customers can shop from home any time at www.shop.ferguson.com.
The growth of Ferguson from two locations to a distribution network spanning approximately 1,300 locations and serving customers in all 50 states, Puerto Rico, the Caribbean and Mexico has been phenomenal. A major reason for the company’s success is the emphasis on customer service.
“Our associates are our greatest asset and the foundation for everything we do,” said Jason McCombs, manager of the Jacksonville Ferguson gallery. “We identify individuals who have the desire, drive and ambition to provide world-class customer service and provide training and career opportunities that are unique to our industry. Our goal is to provide solutions to our customer’s problems and add value by being a world-class distributor of plumbing, appliances and lighting.”
Headquartered in Newport News, Va., Ferguson is supported and backed by the world’s largest specialist trade distributor of plumbing and heating products. Ferguson has been owned by Wolseley PLC since 1982, operating in 25 countries, the company has 47,000 associates worldwide with more than 16,500 associates at 1,350 locations in the U.S. alone. Wolseley is the world’s largest specialist trade distributor of plumbing and heating products.
Mandy and Jason agree their affiliation with NEFBA supports the company goals and has helped them develop and maintain important relationships with builders and other associate members.
Mandy believes Ferguson’s participation in NEFBA councils and projects is critical in order to reap the benefits of membership. In addition being a Platinum Sponsor of the Remodelers Council, Ferguson sponsors the annual Clay Shoot.
“Truthfully, we belonged to NEFBA for a while before we became actively involved,” she said. “And, we’ve learned that participation and involvement are essential to make additional contacts, to network, broaden your base. We have seen the difference it made for us, and I only wish we had discovered this sooner. Most importantly, people do business with people and we truly care about our customers.”
Involvement includes a commitment to initiatives that benefit the community.
“In Jacksonville we stay involved and contribute to the local associations such as NEFBA, Builders Care, HabiJax, the local chapter of Habitat for Humanity, and other charities that provide aid and services to our community,” Jason said. “Our involvement in NEFBA stems from our desire to be closer to our customers and better understand their needs and how we can better serve them.
“It allows us to spend time with our friends in the building community and participate in events that help our local community become stronger. We take pride in our commitment and support of the many great charitable opportunities that NEFBA provides.”
Building relationships is a philosophy that starts at the top levels of management at Ferguson.
“Relationship building is a core mission of Ferguson,” said Ferguson’s President and CEO Frank W. Roach. “As the global marketplace becomes more diverse, establishing relationships and expanding business opportunities with diverse customers will assist us in developing a world class supplier base. Our organization’s future success depends on how well we prepare to stay competitive today.”
And, while Mr. Roach was referring specifically to supplier diversity, it’s clearly a principle that flows to other aspects of the company’s operations, including the local relationship with NEFBA.
Mandy, a New Mexico native, joined Ferguson eight years ago after her graduation from Texas Tech University with a bachelor’s degree in business.
“I worked in my parents’ restaurant when I was nine years old because I wanted to buy a dirt bike,” she said, “and I’ve always loved working and earning money. When I learned that the culture of Ferguson was to work hard, I wasn’t turned away. Ferguson invests an entire year of training in their college trainees. I started as a showroom consultant and then moved to builder inside sales where I worked for five years before moving into builder outside sales.”
When asked about the rebounding market, Mandy said she is particularly encouraged by the improvement in business over the past nine to 12 months.
“We are excited by the increase in new construction permit activity,” she said. “It’s been a steady increase, and since we see the homeowners even before construction begins and the permits are pulled, our observations about improvement are confirmed by the statistics.”
A member and supporter of the Remodeling Council, Mandy said the remodeling side of the business was an important factor in being able to maintain their customer base during the recent economic downturn.
“It seemed that when housing starts were down and people were hesitant to buy a new home, they were willing to invest in their existing home,” Mandy said. “And, of course, kitchens and baths are at the top of the list for home improvement projects.”
As he looks forward to the growth of the Jacksonville market, Jason has outlined his plan for continued success.
“Our goal in Jacksonville is to continue to add value to our customers by providing world-class customer service and superior product distribution,” Jason said. “We will also work to attract and retain the high caliber of associates that our customers have come to expect and to provide career opportunities for our associates to grow both professionally and personally. We want to continue to be engaged and committed to our customers and our community.”
For its leadership and support, NEFBA recognizes Ferguson’s contribution.
“Associate members like Ferguson are the backbone of our organization,” said NEFBA Executive Director Daniel Davis. “Builders and associates work together and complement each other’s efforts as we move into a new period of growth in Northeast Florida. We appreciate and rely on the support of committed members, and we are proud to salute Ferguson Enterprises for its support of the association’s mission and goals and its generous support of the NEFBA Remodelers Council.”
Ferguson at a glance
Headquartered in Newport News, Va., Ferguson is supported and backed by the world's largest specialist trade distributor of plumbing and heating products.
• Largest distributor of plumbing supplies and pipe, valves and fittings in the United States;
• Owned by Wolseley PLC since 1982, operating in 25 countries, 47,000 associates worldwide with more than 16,500 associates at 1,350 locations in the U.S. alone;
• Wolseley is world's largest specialist trade distributor of plumbing and heating products; and
• 1,600 locations in North America, nine distribution centers and two dedicated pipe distribution facilities.
Customer benefits:
• Quick access to products
• Access to broader range of product options
• Higher fill rates
• Showrooms display latest styles in plumbing fixtures, appliances and lighting
• Professional consultants enhance selections, offer product expertise, handle details and provide service after the sale
Ferguson's Jacksonville Bath, Kitchen & Lighting Galleries, 3003 Philips Highway, hours are 9 a.m. to 5 p.m. weekdays and 10 a.m. to 5 p.m. Saturdays. Online access to all Ferguson products is available at www.shop.ferguson.com.