Service: It has to be experienced

One (long) day at a Big Box Store underscores all the service that price doesn’t cover

Our customers have so many options today for making a purchase outside of a tool truck that their judgment can also be clouded. It is when service is needed that things become a little clearer and the price point drops on the list of determining factors for them — although then it’s too late!

On the drive home, I discussed with my wife the time I spent at the support counter and a lesson that I will never forget: Despite all of the marketing in the world showcasing price and product, no company can convey or transfer through advertising the experience of receiving quality customer service — it has to be experienced!

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

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