BTB 39: B & G DEDICATED TO CUSTOMER SERVICE

Debbie Webb, president of B & G, talks about their new location in Alabama and the company’s steadfast efforts at improving the customer experience through better facilities as well as outstanding parts and service capabilities.

B & G Equipment has a 39-year history in Mississippi. The original facility in Philadelphia, Mississippi was built in 1976 on an excellent site with room to grow. Construction of the Magnolia, Mississippi branch followed in 1984. The Hattiesburg facility was built in 1997 and the Iuka dealership opened in 2002.

(L-R) Vice-president of Harrison Construction, Lance Wyatt; Tigercat district manager, Johnny Boyd; B & G president, Debbie Webb; B & G CEO, W. J. Bates; B & G vice-president, Justin Webb; Justin’s son, Cameron Webb; branch manager of B & G Moundville, AL, David Long; superintendent of Harrison Construction, Ray Johnston.

(L-R) Vice-president of Harrison Construction, Lance Wyatt; Tigercat district manager, Johnny Boyd; B & G president, Debbie Webb; B & G CEO, W. J. Bates; B & G vice-president, Justin Webb; Justin’s son, Cameron Webb; branch manager of B & G Moundville, AL, David Long; superintendent of Harrison Construction, Ray Johnston.

 

As the city of Philadelphia grew in the direction of the store, B & G started to experience traffic problems with the volume of log trucks and lowboys pulling in and out of the parking lot. In October 1998, the company relocated. “Our new facility consisted of a 10,000 square foot building for parts and administration with a designated hose room, five closed bays, two five ton overhead cranes and a ten ton crane which was a big improvement over the old facility, where the technicians relied on A-frame overhead cranes,” says B &G president, Debbie Webb. In 2004, the Hattiesburg facility received additional service bays with two overhead cranes and an additional 2,000 ft2 (186 m2) to the parts department, including a dedicated hose room in 2012.

In 2013, the company focused on the Hattiesburg location, adding 1,600 ft2 (150 m2) of parts storage and lengthening the service bays. Debbie comments that customers across all store locations have been very pleased with the inventory of parts that B & G stocks. “Anytime the customers see us adding onto our facilities, they are reminded of the dedication we have to servicing them better.”

Now, B & G is expanding into western Alabama with a new facility in Moundville. The Moundville facility is similar to the other locations but with some important modifications. “We thought about a nice big lobby area but instead we decreased the size because we would rather have the area used for parts inventory. I guess you could say we don’t look to impress in administration facilities as much as we want to provide service to the customers. Our parts inventory and administrative office area is 10,000 square feet and our service department is 4,800 square feet including three shop bays with five and ten ton overhead cranes.”

As for staffing, David Long, who has been selling or servicing Tigercat equipment for over 20 years, is managing the Moundville store. “David is a fi rm believer in the Tigercat line and was instrumental in helping establish our Hattiesburg location,” says Debbie. New parts manager, Tony Williams has over fifteen years in the heavy equipment parts business. Rounding out the staff are service technicians, Henry Hood and Jesse O’Neal with Kade Webb working in the role of parts, warranty and service administrator.

When asked about the logic behind the Moundville expansion, Debbie responds, “We feel expanding into Alabama is a really good fit for us. We have been working the western Alabama line for years, so it made sense that if we were going to expand that it would be western Alabama. Moundville was the first place we went to. We knew that Westervelt has a big lumber mill there and a lot of the loggers haul to that mill. We also like that it is only ten miles from the interstate. It isn’t so far south that we can’t service the northern part of the territory and there are a ton of log trucks traveling up and down Hwy 69. It is the perfect fit. We look forward to gaining the trust of the area loggers by providing strong customer service with parts availability, service response and what we consider the best product on the market – Tigercat.”