We distributors could write a book

Write a book about customer excuses

I stop the customer with a “Things happen, I understand that,” and advise that if they make good on their obligation with me the next week there is no problem. By doing so, I save time in my day (life), put the pressure on them to make good on their word (fulfill obligation) and make it known that I am there to provide the best I can — and I expect the same.

Joe Poulin is a mobile tool distributor based in Gray, Maine, for Mac Tools. Send any comments or feedback you have for Joe by e-mail to brendan@pten.com.

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