Nick, we have very nice relationships with both of the companies we deal with and have had the same rep with each company for nine years. The relationship is one of respect and, while each would like to have all the business, they understand that they need to get me good pricing to compete. I trust the reps to do what they can but I have had many examples each year of instances when a rep asked why we were buying something from “the other guy” and when the answer was price they were able to improve the price. It is not only the rep that controls the pricing. They go through their companies and to the brokers to get deviated pricing. On products like tomatos (sauce, puree, concentrated crushed whatever) I am able to improve the pricing by $2-$4 per case.
Good service is an expected baseline. Both companies have reps that live in town, call on us in person a couple times a week and deliver reliably. What I am saying is that, in this case, service is not a differentiator. If one had poor service I would not buy from them. In an environment where both companies offer identical or essentially identical products and have good service, the differentiator is price.
I know many of the other restaurant owners in town (there are about 90). A handful (maybe 5 in all) are sole source buyers. In the specific cases where I know them well enough to discuss pricing, (two of which where pizza is part of the mix) they are paying higher prices than I do. They choose to do that because they believe they are getting something back in service. That is an “eyes open” decision which I have no problem with. For my part, I do not find that there is truely an upgraded level of service… Your experience may be different. You are entirely right with the “verify” part of your comments.
My only point has been that reps generally do NOT get you the best pricing unless you work it. In the end, most buyers that go sole source do not actually verify. It gets tedious and the competition will not keep giving you pricing if you are only using it to beat up your sole source vendor.
When one of my vendors solves a problem or brings a new product to us, we will buy that item from them exclusively for quite a while… not forever but for a year or two. Longer if they keep the price in line.