Cornwell dealer Ken Jaros stays alert around his customers, to listen for cues on items they may be looking for. He says that even if a customer mentions a product in passing or in casual conversation – even if it’s a small or seemingly insignificant tool – Jaros will order it for him.
“It’s important for you to get that tool for them,” says Jaros. “Have respect for them.”
This goes back to remembering all conversations he has with everyone he sees in the shop or on the truck. The service exemplifies Jaros’ willingness to provide for his customers, and it’s reciprocated by creating a dedicated, loyal customer.
