Legend Valve is committed to its whole-sale partners. The company’s culture is configured around taking care of customers, and Legend vows never to shift the burden of doing business onto its customers.
All of Legend’s business processes are designed to increase customer efficiencies, even at the cost of its own. At Legend, customer service is an obsession. One of the company’s core values is customer astonishment. Legend truly believes it provides value to each customer by lowering the cost of doing business. For 31 years, a person has answered the phone at Legend; there is no voicemail in customer service.
Most (85%) of the purchase orders received before 5 p.m. are processed and shipped the same day. The company guarantees orders ship in 24 hours, 100% complete and 100% accurate. If this does not happen, Legend pays the customer 5% for their trouble.
The company’s current fill rate is 98.7% and its accuracy level is 99.7%. That is not an exaggeration but a true line-item fill rate, which is the most strict measurement. The company does not have a broken box fee, a minimum order quantity or a restocking fee for returned goods. Legend takes responsibility for these costs.
An excellent way to understand the company’s commitment to service is to review its casual Friday policy. Casual Fridays are not given at Legend; they are earned. Legend team members earn casual Fridays via customer recognition (a thank you or compliment). Examples include receiving a thank you for great service, a thank you for a helpful conver-sation and a thank you for ease of doing business. Any compliment the team receives from a customer is considered a win for casual Friday, and the company has only missed one casual Friday in 31 years.
Legend’s story continues to evolve as the marketplace dictates. The company now offers more than 10,000 SKUs, and the product growth coupled with its investment in manufacturing Poly-ethylene Raised Temperature (PERT) resin potable water tubes has led to the 60,000-square-foot expansion of its facility in Auburn Hills, Michigan.
Legend worked with Dow on the new resin, which does not need to be crossed-linked by harsh chemicals that you taste when drinking water from PEX tube. Since PERT is not crossed-linked, it is 100% recyclable. The company’s PERT water tube initiative started about six years ago and since its initial introduction Legend has more than doubled its tube capacity.
Innovation is another core value at Legend, and it’s evident in the company’s products, ERP system and investment in its distribution system. The company continues to pursue new and innovative ways to move products through the distribution system from start to finish. To sustain its 24-hour shipping commitment, Legend needs to have processes in place that ensure optimal efficiency without jeopardizing order accuracy with customers. All of this is accomplished through quality trained people, purchase order processes and automation where possible. Industry innovation continues in products from tankless water heaters to PERT tubing to press technologies to different pipe joining methods and systems. Legend is involved in all of these with a team of dedicated engineers and an array of patents and patent-pending products.
Legend operates with integrity; team members do what they say they will do with honesty and purpose. The company operates with compassion, understanding and empathy for the perspectives of others.
The company’s culture is indicative of its final core value—fun. Legend hosts company picnics, chili cook-offs and held its 30th anniversary party on a yacht. The company’s core values are what makes Legend what it is today.
Pursuing and being accepted into IMARK Plumbing was key for Legend to continue along its growth path. Streamlined business transactions with IMARK member companies are an efficient way for the company to conduct business. Legend supports IMARK’s annual meetings. Having the ability to meet with numerous member company executives in three to four days helps keep Legend executives up to speed and allows them to develop strong relationships with distributors. Legend vows to continue to support IMARK and its commitment to add value to its members.