If a customer is interested in a tool but may be hesitant on buying it, independent mobile tool distributor, Brian Deakins, puts it in their hand and tells them to try it out. If they don’t like it, then they just need to bring it back.

“Most of the time it doesn’t come back,” he says.

For every new customer that steps on his truck, he’ll tell them right off the bat that if they’re not happy with a tool to just bring it back. He implemented this policy after a past experience: a customer wasn’t happy about a tool and Deakins wasn’t informed until another customer brought it to his attention.

“I guess some people are scared to bring stuff back to return something,” he says. “Whatever it is, it doesn’t matter. If you don’t like it, bring it back. We’ll figure something out. If you’re not happy, it’s not doing either one of us any good.”