For Mac tools distributor Scott Campbell, service comes first. Everything else follows.
"[You want your] people taken care of, appreciated, respected, and that’s my motto: it’s always service first," Campbell says.
“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."
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.