For California-based Mac Tools distributor Scott Campbell, service comes first. Everything else follows. He embraces the various forms of sales support offered by Mac Tools and makes the position his own.
“When I got into this the thing I thought … there will always be a need for a tool,” he says. “And so that was my focus. I was scared to death when I started, but the flyer program [Mac Tools had], the introducing tools, great programs, discounted products, it just rolled.”
Part of providing good service is paying attention to what your customers need.
“I’ve learned to listen very well,” he says. “They [technicians] are doing all the work; they know what they need; so I think the biggest thing is that you allow them to speak with you about what they’re looking for.
“Coming from the food industry, that was big for me. [You want your] people taken care of, appreciated, respected, and that’s my motto: it’s always service first. And Mac’s great about that. At Mac Tools you feel like part of the family.”
When customers come onto the truck and ask for something, or begin talking about a specific tool or piece of equipment that he’s not familiar with, Campbell will suggest they “hop online” and show him what they’re looking for. Or, if he does happen to have information because he’s sold or worked with the item, his customers appreciate the feedback.
“It’s pure honesty and just being modest,” he says.
