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Problem-Solving at Scale: Hermitage Automation’s Customer-First Approach

Daniel Kroepfl |

We continue our series of conversations with industry leaders who are shaping the future of automation and controls distribution. Recently, we sat down with Sam Hartness from Hermitage Automation, a company that has been transforming the Virginia automation landscape since 1979.

With over 40 years of experience and a team of 30 dedicated professionals, Hermitage has evolved from its roots in hydraulics to become a comprehensive automation and controls powerhouse. Their approach? A laser focus on solving customer problems, regardless of scale.

The Art of Problem-Solving in Distribution

“We’re a problem solver. That’s our primary go-to-market strategy,” emphasizes Sam Hartness. Unlike traditional distributors who might focus solely on moving products, Hermitage takes a more nuanced approach:

“We don’t want to sell a box of rocks,” Sam explains. “We want to provide a holistic solution to our customers and really build a relationship with them and work with them long term.”

This philosophy has proven so successful that customers often become their best marketers, creating a powerful word-of-mouth network across Virginia’s industrial landscape.

Managing a Complex Product Portfolio

With over 100 different lines, primarily from European manufacturers, Hermitage has mastered the art of portfolio management. On any given day, their team actively works with 20-50 high-volume lines, requiring deep technical knowledge and strategic inventory management.

Their success in representing international brands stems from three critical factors:

“Technical support, customer service, and inventory,” Sam lists as their key priorities. “When we need help, it’s because we’ve exhausted all our other resources. We really look for vendors who understand that when we come calling, we really need them right then.”

The Inventory Balance: A Strategic Approach

In an era where inventory management can make or break distributor relationships, Hermitage takes a bold stance. With over $3 million in warehouse inventory, they’ve positioned themselves as a crucial supply chain buffer.

Their inventory strategy follows clear principles:

  • Standard inventory turns every 60-90 days
  • Up to six months of dedicated inventory for key customers
  • Regular evaluation of slow-moving items
  • Commitment to being a true stocking distributor

“During COVID, we realized that we fit a really nice niche in the supply chain as far as buffering potential lead time issues,” Sam reflects. “It really saved us.”

Choosing Partners: The Decision Framework

For manufacturers looking to partner with successful distributors like Hermitage, Sam outlines their evaluation criteria:

  1. Ease of working with the vendor
  2. Delivery reliability and track record
  3. Competitive pricing while maintaining quality
  4. Personal relationships and local presence

“If we know the people who we’re working with on a personal basis and if they come in and talk to us, that’s always a lot better than having some large company that never comes to see us,” Sam notes.

 

Keys to Success: Vendor and Sales Excellence

For manufacturers seeking distribution success, Sam offers three critical pieces of advice:

  1. Maintain product quality while continuing to innovate
  2. Stay connected to customer needs and expectations
  3. Meet modern delivery expectations – the days of acceptable 6-8 week lead times are over

As for success in the field, Sam’s personal approach centers on three principles:

  1. Prioritize face-to-face customer interactions
  2. Maintain constant availability for customer needs
  3. Bring enthusiasm and enjoyment to customer relationship
 

“Sales is great,” Sam concludes. “We get to go out and see problems every day. You can have fun educating, you can have fun with demos, with people. It’s just a matter of having fun with your customers.”

 

Looking Forward

Hermitage Automation’s success story offers valuable insights for both manufacturers and distributors in the automation space. Their blend of technical expertise, strategic inventory management, and unwavering focus on customer relationships provides a blueprint for excellence in technical distribution.

The future of distribution isn’t just about moving products – it’s about solving problems, building relationships, and creating value at every step of the customer journey.

Channel Strategy Perspectives: Crouzet and Hermitage

Read our previous conversation with Bénédicte Ojeda from Crouzet for additional insights into channel strategy.

Both conversations reveal fascinating contrasts in distributor and manufacturer approaches:

Market Approach

  • Crouzet (Manufacturer): Focuses on brand positioning and global-local balance
  • Hermitage (Distributor): Emphasizes local problem-solving and direct customer relationships

Technical Knowledge

  • Crouzet: Structured approach with “House Academy” and formalized training
  • Hermitage: Hands-on technical problem-solving, from $3 parts to $500,000 solutions

Partner Relations

  • Crouzet: Multi-tiered partnership program with formal evaluation criteria
  • Hermitage Automation: Relationship-based approach with emphasis on vendor responsiveness and support

Inventory Strategy

  • Crouzet: Focus on partner enablement and support
  • Hermitage: Strategic $3M inventory investment with 60-90 day turns

These complementary perspectives showcase how manufacturers and distributors can align for mutual success in technical markets.

Stay tuned for more insights from industry leaders as we continue to explore the evolving landscape of automation and controls distribution.

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