Mac Tools distributor Foster Troutt explains why keeping a straightforward approach with customers can help keep them coming back.
Getting customers onto the truck is one thing. Giving them a reason to keep coming back is another.

For Mac Tools distributor Foster Troutt, who serves customers throughout Saint Peters and O’Fallon, Missouri, that comes down to three things: being fair, honest, and consistent.

“When I meet a new customer,” Troutt says, “I tell them, ‘I'm not your pushy sales guy. I'm here to help you do your job like the Six Million Dollar Man, better, stronger, faster.’”

Rather than approaching every interaction with the goal of making a sale, Troutt focuses on helping his customers get what they need to do their jobs. That straightforward approach sets expectations early and gives customers a better idea of what they can expect from him each time he visits.

For distributors, consistency can be just as important as getting customers interested in the latest products. A new truck, promotion, or product display may get someone through the door, but how they're treated once they're there can determine whether they come back.

Troutt's rule is simple: Treat customers fairly, be honest with them, and consistently show up as someone they can rely on.