Get off the phone

Customers on your truck deserve 100 percent of your attention.


Doug Broom, Matco Tools distributor out of Springfield, MA, offers a simple suggestion: Get off the phone.

“If I’ve got guys on the truck, I don’t answer my phone,” Doug said.

“Some guys will, some guys won’t; I make it a policy to not answer the phone because if I’m waiting on guys here that’ve got to get back in the shop, I don’t want to be tying them up because I’m on the phone.

“The customers on the truck need to be getting 100 percent. You’re not giving anyone your best trying to do three things at once.”

Read more about Doug's business from the September 2010 issue of Professional Distributor, by clicking here.

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