While Cornwell Tools dealer John Patterson says he makes his living as a salesman, he says customer service is his primary focus on a daily basis. It’s also one of his greatest strengths as a tool dealer. His efforts to both understand and attend to his customers’ needs have served Patterson well and have allowed him to develop the kind of consistent success all tool dealers are looking for from their business.
He approaches potential transactions with two questions in mind: “What can I do to for this customer to make his or her job easier” and “How can I make our working relationship more profitable for the both of us?”
“Don’t focus just on your customer,” Patterson continues. “Look to see what he’s working with, and look to see what he’s working on. At that point, you are not selling anymore. You are helping the customer.”
