Sales Tip: Be the bright spot in your customer's day

Distributors offer their customers much more than just new tools or warranty fulfillment. Cornwell Quality Tools distributor Scott Lucas makes it a point to treat his customers as more than just potential sales when he makes his stops.

“Guys look forward to it, so I try to build on that. I mean, even though I'm coming to take their money, it's like a bright spot in their day where they get to talk to somebody different, see somebody different, even if it's just for a few minutes,” Lucas says. “It's just a nice break, and I try to think about that when I go talk to guys and when they come on the truck.”

“Even if I'm having a bad day, I don't let on when I get on the truck,” he says. “I go to the shops, I'm always smiling. I don't let on to them that I'm having a bad day because you know they're already having a bad day. They're at work trying to fix some customer’s problem, so I try and make it as good of an experience for them as possible.”