"Good morning Marsha, it's good to see you face to face," Marsha Granic was a surprise. He had formed a mental image of a middle-aged woman who had probably been quite good looking once but now age was creeping up on her.
Perhaps that image had been helped along by the support image he had formed of her grumpy and unpleasant husband, but the reality was that Marsha had a timeless beauty about her face that attracted Greg instantly.
He hadn't done any research to find out about her but he would definitely be looking for photos of her once this Zoom meeting was over.
"Good morning Greg, it's good to see you face to face too. So am I what you were expecting? She asked shyly.
"Not at all Marsha... definitely you're nothing like what I was expecting. So tell me about your plumbing supply business." Greg was happy to compliment Marsha but he didn't want to go further than that so it was time to steer the conversation towards something less personal.
"Granic Plumbing Supplies has been part of my husband's family for four generations. It has grown from a very small storefront business to where it is today... and that is with a small warehouse and four stores in Fresno, Bakersfield, Victorville and Santa Clarita
"All those centres were doing quite well for a number of years but now, with the advent of the Internet, huge companies that we can't compete with and aren't even in the same state as us are taking great chunks of business away from us.
"About ten years ago my husband finally decided, after much badgering from me, that the business should open an online store so he went about finding someone to build the store for him. I don't know what criteria he used to assess potential website builders, but we ended up with something that is very hard to update, loads slower than a snail moves and generates sales like a dead body.
"We have around 8000 SKU's so it was quite an effort to get them all online but at great cost, over $10,000, we got there and now have an online shop that sort of works.
"At the same time we decided that we needed to do something about bringing our warehouse and stock inventory into the 21st Century and my husband found another person who could build a database that would keep track of all the stock... just so long as someone entered every sale and every piece of replacement stock into the database by hand.
The online shop was supposed to be integrated into the database too but it never worked properly so our stock control is an absolute mess and we are losing sales... a lot of sales... because we have no idea if we have something in stock or not... unless it is sitting right there in front of us on the showroom floor.
"So if someone comes in and needs to order something it can take a couple of days to find out if we have it in the warehouse or out in one of our other stores and then a couple more days to get it delivered to the warehouse and a few more days to get it shipped out to the store that ordered it.
"Amazon can get it delivered next day while we take two weeks. I'm sure you can see where that's all going."
"OK that's not good... so please give me an outline of what you want me to achieve?"
"A miracle?" and then she smiled and laughed. She won him with her smile and teased him with her laugh.
"Sorry... I'll try to be serious... it's just that if I don't make a joke about it then I will probably start crying. I want you to bring our online shop up to date... it's terribly old and clunky and we want something that looks very professional and very appealing and works.
"We need you to train us in how to use the shop and how to set our prices so that we're at least vaguely competitive.
"We want you to show us what we need to do to become the knowledge leaders for plumbing supples so that people will come to us because we can sell them the item and tell them how to fit it or use it.
"We want you to fix our stock system so that the stock levels are updated automatically at the point of sale, and we want the online shop to be tied into the system so that sales there automatically adjust the stock levels.
"And we want you to have a look at our retail stores to see what we can do to improve them.
"That's quite a list you've got there Marsha but the good thing is that the online shop and the stock control are all doable with off-the-shelve software or software as a service so the financial outlay is not going to be huge... but the big problem is that you will need at least one good, clear, photo of every one of your products.
"Those photos will be used in your online shop and in your stock control software so, while it is time-consuming to get it done the first time keeping it up to date is quite easy and it will clear up some of the problems that you have at the moment.
"Apart from those things the biggest cost will be the labour involved in setting up your online shop and your stock control system.
"We can handle everything for you from start to finish or we can work with service providers of your choice."
"What sort of timeframe would we be looking at Greg?"
"The biggest delay in projects of this size is always caused by the client who is simply overwhelmed by thought of taking 8000 photos and unfortunately a lot of the work in your stock control system and your online store can't really be started until we have the photos.
"Having said that, if you handed me a work order today along with a check for the deposit and 8000 photos I would say that we might be looking at 6 weeks to get the job done, tested and going live.
"Other things on your list will take longer and requires visits and inspections and things like that and, when it comes to the changes to your retail stores, I would need some details before I could even quote on those.
"Marsha this is not a project that you can measure on immediate value. You're not going to start making money the moment we turn your new online store on... it will take time for the sales to start happening because what we are talking about here is almost on a par with starting a new business So why don't I come up to Sacramento on Monday and sit down and talk to you about it.
"I'll have some figures for you, and we can even have a look at the Sacramento store to see what changes might need to be made there so I have some idea of what might need to be done across all five stores."
Greg was pleased to see a soft smile, "That sounds like a great idea Greg but instead of you coming to me why don't you and I meet in Bakersfield on the Monday morning. I'll book a suite at one of the hotels and we can use it for our discussions.
"Will we need it for just the one day or should I book it for two?"
"I think we will be all done in a day and a half... and Marsha, I hope you will join me for dinner at the end of the first day."
Marsha smiled and Greg knew he was hooked, "I would really enjoy that Greg... it's been a long time since I had a handsome man invite me out to dinner... and..."