Matco Tools distributor Douglas Simms has found that building a successful route comes down to more than having the right products on the truck. Being consistent and dependable helps build the kind of customer relationships that lead to sales.

“Business starts when you become that reliable guy,” Simms says. “Be there on time, be consistent, answer the phone, and get your customers what they need.”

For Simms, that reliability also means paying attention to what technicians are working on and listening to what they need. When customers know their distributor will show up, follow through, and help them find the right tool for the job, that trust can turn into repeat business.

“A lot of it comes down to listening to what they’re working on and what they need, then following through,” he says.