Sometimes, Mac Tools distributor Stacey Bleile leaves a tool ordered by a customer on the truck. He’ll go into the shop and advise his customer that the tool is in, and to stop out on the truck to pick the tool up.
“Or I’ll reverse it, and I’ll carry the (tool) in for that person, but I won’t go to that person,” says Bleile. “I’ll see everybody else while I’m holding the stuff in my arm.” He says other customers will consistently ask about the tool Bleile is carrying around, before he delivers it to the original purchaser.
Bleile finds it’s a balancing act between having the right tools and keeping shelves stocked. He doesn’t overstock his shelves to ensure customers can see all of the products he has to offer. This also aids in not having as much overhead.
He also recommends changing where tools are on the truck from time to time.
“You’ve got to change it because some people are impulse buyers, so they’ll come on, look around and see something they want. Then they’ll buy it,” says Bleile.