Mac Tools distributor Steve O’Leary has learned that trusting your instincts when it comes to customers and providing quality service are important.

“With online competitors, service is so much more of a premium than ever before,” he says. “[In years past,] customers bought from a tool dealer because they showed up and the customers didn’t really have a choice. In today’s market, they absolutely have a choice. It’s not about the price; it’s completely about the service.”