Report: Grainger to expand despite economy

Industrial Distribution staff -- Industrial Distribution, 5/1/2008 8:46:00 AM

W.W. Grainger Inc. plans to take advantage of the flatlining economy by increasing its focus on customer service, Crain’s Chicago Business reported.

Incoming CEO James Ryan, currently the Lake Forest, Ill.-based company’s president and COO, told shareholders at Grainger’s annual meeting April 30 that he plans to continue the expansion plan that has increased the square footage of its stores by 1 million square feet since 2004.

That means ramping up customer service levels, Ryan said, according to the newspaper.

“Our business is all about customer service,” said Ryan, 49, who will replace retiring CEO Richard Keyser June 1. “I want Grainger to be the one that sets higher and higher standards for service.”

Another focus will be south of the border, where Ryan said Grainger aims to become Mexico’s first nationwide distributor. That means five new stores there during the second quarter, for a total of 20. Sales in Mexico rose 17 percent during the first quarter, compared with the same period last year.

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