Ride-alongs are humbling. Just because you tell your techs to do something doesn’t mean it’s happening. Or even understood. Talking ain’t training. I’ve experienced that brutal reality many times myself.
The primary supplier is the customer’s go-to supply house, much like the coffee house visited at the start of every day. In our industry, the primary supplier gets the first stop, the first call, the first web visit and the last look when the job is being quoted.