Professional Distributor - 7

COVER STORY

Customer service

Mark McWayne
Mac Tools
Chicago, Illinois

SUPERSTARS

Four mobile dealers describe how they fused
their personal style with their customers'
needs to make the business their own.

Kevin
Haitmanek
Independent
Westminster,
Maryland

by Sara Scullin, Editor

I

t often seems like the most successful tool dealers find their stride with a
winning combination of sales technique, sound business practices, and
personality. But these three things can look very different on different
people. There's no 'right way' to sell tools.

Today, competition is more than
the tool dealer across the street, it's also
Amazon and online tool sales. Some
customers might even be comparison
shopping while standing on your truck.
Tool dealers must also contend with
technicians who are strapped for cash
and tasked with building their tool base.
Still, there's much more to a tool
sale than price, and most mobile dealers know it. In fact, the service backing each and every tool sale speaks for
itself. Above average service keeps customers coming back week after week
and year after year, not just for the tool,
but for the expertise, warranty, and
relationship that comes along with it.
We talked to four mobile dealers
who make service a priority. While
their methods may vary, each of these
professionals has learned over time
what works for them and for their
customers. They prove that attitude is
everything, even at a challenging time
or when dealing with unforeseen circumstances. They go above and beyond
for their customers, who are loyal to
them in return.

WRITE IT DOWN

Chuck Collins
Cornwell Quality Tools
Sudlersville, Maryland

Cornwell Tools dealer Chuck Collins
started selling tools in late 2007-2008,
or according to District Manager Ben
DeCraene, at "the worst possible time
in recent history to go out and invest
in your own business."
"He was happy to sell that $10 bag
of jerky," says DeCraene. The economy
has picked up some since that time, but
from the beginning Collins, based in
Sudlersville, Maryland, has learned
how to attract and keep supportive customers. Collins' route covers a large area
on the Eastern Shore of Maryland, on
the Delmar Peninsula.
DeCraene says, "[Collins] gets paid
every week. It's not about him being
everybody's friend, but being a great
tool dealer and getting the right tool
in the customers' hands to help them
be profitable."
Collins started out repairing large
equipment for grocery stores (forklifts
and electric jacks) when he injured

Chuck Collins
Cornwell
Quality Tools
Sudlersville,
Maryland

Gene Bowers
Independent
Paris, Tennessee

Professional Distributor I May 2019 I VehicleServicePros.com 7



http://www.VehicleServicePros.com

Professional Distributor

Table of Contents for the Digital Edition of Professional Distributor

Editor's Note
Special Report: Customer Service Superstars
Sneak Peek
Most Wanted
2019 PTEN Innovation Awards Nominees, Part 1
Show Me Your Truck
Product Training
Go Sell Something
In Focus Products
Diagnostic Discourse
Driving Sales
Tales From the Road
Professional Distributor - 1
Professional Distributor - 2
Professional Distributor - 3
Professional Distributor - Editor's Note
Professional Distributor - 5
Professional Distributor - Special Report: Customer Service Superstars
Professional Distributor - 7
Professional Distributor - 8
Professional Distributor - 9
Professional Distributor - 10
Professional Distributor - I1
Professional Distributor - I2
Professional Distributor - 11
Professional Distributor - 12
Professional Distributor - 13
Professional Distributor - Sneak Peek
Professional Distributor - 15
Professional Distributor - 16
Professional Distributor - 17
Professional Distributor - 18
Professional Distributor - 19
Professional Distributor - Most Wanted
Professional Distributor - 21
Professional Distributor - 2019 PTEN Innovation Awards Nominees, Part 1
Professional Distributor - 23
Professional Distributor - 24
Professional Distributor - 25
Professional Distributor - 26
Professional Distributor - 27
Professional Distributor - 28
Professional Distributor - 29
Professional Distributor - 30
Professional Distributor - 31
Professional Distributor - Show Me Your Truck
Professional Distributor - 33
Professional Distributor - Product Training
Professional Distributor - 35
Professional Distributor - Go Sell Something
Professional Distributor - 37
Professional Distributor - In Focus Products
Professional Distributor - 39
Professional Distributor - 40
Professional Distributor - 41
Professional Distributor - Diagnostic Discourse
Professional Distributor - 43
Professional Distributor - 44
Professional Distributor - 45
Professional Distributor - Driving Sales
Professional Distributor - 47
Professional Distributor - 48
Professional Distributor - 49
Professional Distributor - Tales From the Road
Professional Distributor - 51
Professional Distributor - 52
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