Professional Distributor - 4

EDITOR'S NOTE

Published by Endeavor Business Media, LLC

Customer relations
in good times and bad

Showing customers appreciation and support
helps maintain a positive relationship.

A
BY DAVID BRIERLEY,
EDITOR

920-563-1622
David@VehicleServicePros.com

s a mobile tool distributor,
one of your top priorities is
building and maintaining
relationships with your customers.
When you first started, you likely
traveled your new route introducing yourself to all the technicians
at each stop, letting them know
you'd be seeing them every week.
Over the weeks, months, and
years, you've built a comfortable
rapport. You have a feel for the
work they do and what types of
tools they might be interested in.
You know all of them as customers ... and many of them as friends.
They count on you to be there
each week with new products they
need, to take a break from their busy
jobs, and to vent about life. You're
not only their tool salespersons,
you're their mental relief.
It's important to remember,
though, that as much as they
depend on you, the livelihood of
your business depends on them.
Showing them your appreciation
can go a long way in maintaining
your relationship with each and
every technician on your route.
Some distributors, such as this
month's Tales from the Road (p.
50), go all out and host customer
appreciation events to show some
love to their clientele. That's not
always necessary, however; small
acts of gratitude can also make a
big impression.
Go the extra mile by calling a
customer to update them on the
status of an order, tell them about
the latest offerings from a tool show
you're attending, or throw in a free
item with a larger purchase. These

4 Professional Distributor I April 2020 I VehicleServicePros.com

are all good ways of taking care of
your customers, but letting them
know you have their back in a time
of need proves that your relationship
goes beyond the sale.
Now, perhaps more than ever
before, it is imperative to maintain
positive relationships with your
customers by reminding them
that you're there for them. With
COVID-19 impacting businesses
throughout the U.S., people are
uncertain of their future.
The federal government
recently issued guidance that the
vehicle service and repair industry
is defined as an essential service,
meaning service shops are exempt
from orders to close non-essential
businesses. Your customers are still
going to work every day, and they
still need tools and equipment to
complete their jobs.
You may find, however, that it's
in your best interest to stay home,
protecting your family, friends, and
customers by helping to slow the
spread of the virus. Fortunately,
with available technologies, you
can still do business without leaving your front door.
Make it a point to contact
your customers as often as you'd
normally see them. Even if it's
just a call to chat and see how
they are, your presence is reassuring by keeping regularity in
their schedules.
As we all get through these
challenging times together, it can
be helpful to think about how you
can help others feel more at ease.
How do you support your customers when times get tough?

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Printed in the U.S. Volume 28, Number 3; April 2020
EXECUTIVE VICE PRESIDENT - TRANSPORTATION

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PUBLISHER Kylie Hirko
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EDITOR Sara Scullin

920-568-8394 Sara@VehicleServicePros.com

EDITOR David Brierley

920-563-1622 David@VehicleServicePros.com

Tyler Fussner
920-234-6232 Tyler@VehicleServicePros.com
ASSISTANT EDITOR

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