Retail Merchandiser - January/February 2015 - 68

Energy North Group

"One benefit we have is that we are close to the ground,"
O'Connell says, noting the company maintains a flat organizational structure. "Our senior management is closely
involved with each of our retail stores, and we have closer

relationships with our wholesalers and dealers than many
larger companies."
ENG's wholesale account representatives are expected to
spend time at customer locations on a frequent basis. "Our
people need to be in the stores and with our customers,"
O'Connell says. "For us, employees and customers come
first, and I think that's forgotten by many others, who seldom visit customers."
Personalized service through frequent contact is the main
way the company retains its wholesale customer base. "It's
nice to get a new customer, and that is important, but retaining our existing customers is what's most critical to us."
O'Connell and other senior ENG management are also
available to customers. "If there is an issue and someone in
the field is not available, that customer can come to me, the
president or any of the senior management staff to resolve
the concern right away," he says.
ENG's senior management takes a similar approach to its
employees. "We treat our employees well, and people want
to work for the Energy North Group; we very seldom have
issues with our folks out in the field," O'Connell says.
The company regularly hosts company outings in the summer months as well as monthly dinners and other employee
recognition events. "We try to see all our employees, so they
all know our names and who we are," he adds. "We want
them to feel confident that they can call us if the need arises."

'A Culture of Growth'
ENG within the past seven years has significantly grown its
physical footprint through acquisitions. "We are a culture of
growth," O'Connell says.
The company in 2008 made the first of these acquisitions
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Table of Contents for the Digital Edition of Retail Merchandiser - January/February 2015

Contents
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Retail Merchandiser - January/February 2015 - 1
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Retail Merchandiser - January/February 2015 - Contents
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