When it comes to providing customers with outstanding service, seemingly minor details are crucial, says Pennsylvania-based Cornwell Tools dealer Jeff Wilkes.
“Make sure you take care of the little things - they’re the most important,” Wilkes says. “A branch manager said to me, ‘a customer does not remember the toolbox you sold him last week, he remembers the 3/8” flipper you neglected to order for his ratchet three months ago.’ Don’t forget the little things.”
He goes on to say that while it’s exciting to sell a toolbox and to "put another notch in your belt," that you sold one, it’s the little things that customers remember.
"In the long run, that’s what it all comes down to," Wilkes concludes.
