By adapting best practices from other industries, distributors can lock in customers.

Yes, it's a tall order, but not an impossible one. Offering service built around customer needs is one of the most obvious but effective ways companies make themselves indispensable. Furthermore, improving customer service does not necessarily require capital; often, it only calls for taking the time to listen to customer needs and find ways to address them. In the distribution industry, the delivery process offers the richest opportunity for service improvement.