While we continue to move toward a more technology-focused society and e-commerce sites push a dominating presence on the general consumer, technicians and shop owners do things a bit differently. There’s something to be said about seeing the “tool guy” show up at the shop during your week.
When I talk with shop owners and ask them where they purchase tools, nearly every one mentions their tool dealer. (Some of these dealers are the reason you make the jump from shop owner to mobile tool distributor.)
According to the 2016 PTEN purchasing study, more than three quarters (78 percent) of technicians and shop owners purchase their tools and equipment from mobile tool dealers. While commendable, online outlets such as Amazon, eBay or a manufacturer’s website, trailed behind with just over half of respondents (56 percent) purchasing from these types of retailers.
So, why do shops buy tools from a mobile tool distributor? The short answer: service. But there’s really more to it than that.
While there may be one distinct feature that you appreciate from your favorite tool dealer, I’m betting there are a number of factors that make him (or her) your go-to for tool purchases.
It starts with service
I recently ordered a product from a website, only to receive the incorrect item. Being the consumer that I am, I reached out to the company advising of the error and to request an exchange. I immediately got an email response, from a real person, with a heartfelt apology and a promise to make good on the order. A week later, I received the intended product, along with a few extra goodies.
Isn’t that how every retail interaction should take place? When a mishap occurs, what are your expectations?
Many online outlets are stepping up their game when it comes to spending your hard-earned dollars with a company. While there are better means for companies to communicate with customers, that still can’t replace the relationship that a successful tool dealer has with his or her customers.
Successful dealers are on top of communication with their customers. I bet you can call or text your tool dealer right now with a question or a product request, and he’d get back to you within hours, if not minutes.
They are in constant communication with their customers; whether it’s by phone call, texting, Facebook, etc.
What about other criteria? All of these fall under service, but think about:
Warranties. Let’s take service a step further: what do you do when you have a broken tool?
I’ve ridden with distributors who have helped customers through issues they’re having with a tool. These distributors are at the ready to inspect and figure out the issue. If there’s no resolution, the dealer is quick to provide a replacement tool, or send the product back. No questions asked.
Reliability. When you have a reliable tool guy who shows up on the same day and same time each week, you don’t have to worry about running to a store or ordering a tool online. You can count on the store coming right to you.
Payment options. Where else can you owe a guy based on your good name and promise to pay back? Sure, for larger purchases you may take out a line of credit, but I bet your favorite tool dealer will allow you to put it on your tab. These guys are fronting you money to make purchases to help you succeed.
When you look at a well-rounded tool dealer, what do all of these criteria total? Exceptional service. Are there any other reasons you think your distributor is top notch? Please share, I’d love to hear your thoughts.
