“Your clients should be able to set their watch by you,” says Jim Holtz, a Mac Tools district manager with 12 years’ experience as a dealer and eight as a district manager.

You should be at the shop the same day and the same time every week. Some owners and technicians schedule their work around you.

You’re not really in the tool sales business. You’re in the service business. Your priority should be to provide unparalleled customer service, Holtz says.