Mac Tools distributor Scott Campbell will have been on the road for five years this April.
"It’s kind of a landmark; I’ve been so blessed,” he says.
Campbell transitioned to selling tools after a long career in food service as a regional sales manager for Otis Spunkmeyer. He was with the company for 22 years when the business moved overseas. Now he’s his own boss and a valued tool dealer in his Fresno, California territory.
“It’s kind of funny; having been from the corporate world you’re used to HR (human resources) giving you a paycheck every week, having your benefits paid for and all those things … then you get into this kind of world and it’s all on you,” Campbell says. “So I’d say it was a scary jump. But in five years I’ve learned to work with it and understand it. It’s been awesome.”
Back to Mac
Prior to his position in the food industry, Campbell was starting a career as an automotive technician in the early 1980s when he injured his finger in a work accident.
“This is what changed careers [for me],” Campbell says. “Back when I was a mechanic I was actually buying from Mac,” he recalls.
That Mac Tools distributor paid a visit to Campbell while he was laid up in the hospital. The experience stuck with him.
“[He came] to the hospital with a caring heart, and said ‘OK, Scott, listen, you’re obviously going to be out of this field for a year, and who knows what you’re going to do going forward, so what can we do? What do you need?’”
This distributor made sure Campbell was all set with some basics – standard sockets and a couple of wrenches – so he could work on things at home while he recovered.
“When ... I was semi-retired from the food industry and my wife asked me what I want to be when I grow up, I said I don’t know,” he says. “It was kind of weird – I had been in the corporate world and I didn’t want to go back."
Listen and deliver
Campbell incorporated what he’d learned from the fast-paced food industry and applied it to tool selling. He now has 600 customers on the books, in a route that encompasses both Clovis and Fresno, California. Clovis is Campbell’s main area and also his home. There, his customer base consists of automotive, fabrication shops, tire stores and body shops. In urban Fresno, the main thoroughfare Blackstone runs north to south and is littered with automotive repair, paint and body shops. Campbell puts on about 400 miles a week and services nearly everything except for heavy duty truck shops.
For Campbell, service comes first. Everything else follows. He embraces the various forms of sales support offered by Mac Tools and makes the position his own.
“When I got into this the thing I thought … there will always be a need for a tool,” he says. “And so that was my focus. I was scared to death when I started, but the flyer program [Mac Tools had], the introducing tools, great programs, discounted products, it just rolled.”
Campbell is high-energy, with a can-do attitude that is catching. This is true on the truck and behind the scenes.
“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.
“Coming from the food industry that was big for me. [You want your] people taken care of, appreciated, respected, and that’s my motto: it’s always service first. And Mac’s great about that. At Mac Tools you feel like part of the family.”
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.
Talking tools
Campbell’s mobile business hub is a 20’ 2005 Chevy 5500 Duramax. He liked the tool truck's powertrain so much he bought a 2005 HD2500 4x4 with the same powertrain.
“I love this drivetrain,” he says. “I figure if I can pull around 25,000 pounds of weight with this thing all day, a trailer’s nothing.”
He does have plans to upgrade, perhaps taking the plunge next year.
“I’m out of room,” he says. “And I would love all the new technology - refrigerator, microwave.”
The ceiling is organized with specialty tire tools in the back, special air hammer bits in the center, screwdrivers, cutting tools, crimping tools, pliers and ratchets. But the shelves, Campbell says, “are not a department store.”
He is constantly stocking and as such, his truck becomes “like a treasure hunt for these guys.”
“Actually, I think it works out better that way because it’s not ever the same thing when a guy comes on the truck,” Campbell says.
As Campbell sells items off the truck, he will adjust inventory on the shelves, opening up blow mold cases and display product.
“As I sell items I will open up more products and find space on shelves to keep full like puzzle pieces; I'm always puzzling,” he says.
Top shelf items on Campbell’s truck are just that – new or upper tier tools he knows he wants to display. In addition, Campbell keeps promotional or high-end items directly across from the entrance so customers won’t miss a deal. A recent giveaway included a 75" tool box, utility cart and shotgun.
“The objective was I had 400 tickets at $25 a ticket. This one has nothing to do with payments,” Campbell says. “It doesn’t assist the truck; it’s a giveaway. I’m trying to cover costs. [This one] I’ll lose money on and that’s okay … I don’t look at it as a loss.”
The main reason for the giveaway is to generate excitement in person and on Facebook.
The giveaways and raffles happen quarterly and often involve a unique item like a remote-control truck or V8 engine barbeque (the barbeque was particularly popular). Customers might get a ticket as an incentive to make a $50 payment. If they don’t currently have an outstanding balance, Campbell tells them, “Buy something. Make a payment. You’ll get a ticket.”
In addition to large promotional items, Campbell makes sure to point out deals in the sales flyer – for example, a free Mac Tools windbreaker jacket with purchase of Precision Torque combination wrenches.
“I’m always promoting Expert,” says Campbell of Mac Tools’ two-year-old proprietary line, designed for entry-level technicians and customers looking to purchase at a lower price point.
He says battery tools are “leading the pack.” The Expert line consists primarily of hardlines (swivel sockets and ratcheting stubby wrenches), with new tools added frequently.
Connecting with customers
Being part of a busy, thriving community seems to energize Campbell as he bounds off and back onto his tool truck at each stop. Many times, customers swarm onto the truck before he has a chance to exit.
“A lot of people do come to me,” he says. “I try to get to them and BAM, here they are. I started my business on toting - carrying tools into the shop, showing stuff, sitting down with everybody.”
But now? “Sometimes I can’t get off the truck!” Campbell laughs. “They’re excited to come see the truck. ‘What’s going on? What’s happening?’ They’re coming in and wanting to tell me this story, or what’s going on; I think they look forward to that. There are times when I’ll miss a stop because timewise I’ve got to make a choice; and I think that’s what it’s about - it’s their break.”
He still totes and promotes, particularly when he’s got a hot item in, such as a new pliers that’s on sale.
“This is great because I actually try to find newbies to bring to my truck,” he says. “I may bring a couple tools with me on my clipboard … and the conversation turns to, ‘What else you got?’ ‘What’s new’? I say ‘Come on out on the truck, take a look.’ Because that’s the goal. Get ‘em in here so they can go shopping.”
When a new flier comes out, Campbell knows he will get “overwhelmed with mechanics.” But the next week, he will make it a point to go into the shops and talk to the shop owners about equipment deals.
Cash and collections
Friday is the day to run cards. Still, Campbell’s route is mostly cash-based.
“I have these guys, I call them my ‘golden customers;’ they have no limit,” he says. “[These] guys will throw me $100 a week because they know they’re going to spend money. So, they just kind of create their own layaway plan.”
Because he is dealing with a large volume of cash purchases, Campbell monitors payment size and frequency.
“There’s only so much earnings and people have a life to live; so there aren’t too many people who can throw you $100 per week,” he explains. “There’s just not. $40 per week is the average. When I see somebody with [a] $500 (truck balance), that’s when I start having a conversation: ‘You need to knock this down to about $250 before you can buy something else.’ Or, ‘You need to go to $75 per week … get this paid down. There are other trucks on the street; they’re paying maybe the other guy $20 per week [too]. That’s another consideration.”
His computer’s tracking feature helps keep track of the ‘I’ll get you next week’ and ‘every-other week’ customers.
Sometimes Campbell will take his personal truck two days a week and just make the rounds doing collections.
“It’s easier to say ‘no’ when you don’t have a tool truck,” he says. “I’ve got Mac Tools emblems on [the truck]; it’s fun to bring it out.”
Even so, the orders are always happening. Campbell frequently overlaps stops to deliver items or follow up where needed. He also recently incorporated a “Tuesday Evening Sell” where he meets with a bunch of mobile technician customers in the parking lot of a local bank. He shows up at the lot between 4:30 and 5 p.m.
“That is the day they know they can come to me with any needs, services, if they need product or whatever,” he explains. “And all my mobile guys have a revolving account. They understand our business better than anybody because they’re mobile, too. They love the fact that they can call me, text me, see me on Tuesday. I take care of them that way. That’s a type of business I can capitalize on because they’re the ones who will go to Home Depot or Lowe’s.”
Throughout the week it is important to Campbell to keep a reliable schedule – to be where he’s needed when he’s needed and to go when he’s got to go. Because of this his customers know when they can expect him. It is also crucial as Wednesday nights are band practice and Friday nights are gigs. Campbell plays drums.
He also makes time for his family: Sunday four-wheeler rides and bonfires on the beach. And, he always makes time for lunch, doing a first-half and a second-half.
“I’m not that person anymore [who works through lunch],” he says. “I’m not going to live that way. I’m human. I’m taking my time.”
Down the road
Since he has learned the ropes and continues to fine-tune his system, Campbell is now passing on some of what he’s learned as a mentor.
“There are some great opportunities out here in the county because we’re short on trucks,” he says.
Moving forward, Campbell says he would ultimately like to become a multi-route owner. He’s been looking into it - participating in panels on the topic at tool shows and envisioning a few scenarios.
“It’s great to have input and there are all these different ways they’re doing it,” Campbell says.
He acknowledges there’s no real blueprint in place for acquiring – and managing – multiple trucks. This doesn’t discourage him, however. Even though starting a new truck can be like starting from square one, Campbell’s got an employee in mind and he’s laying the groundwork for what could be the next chapter in his career.
“Here’s the question: If you become a tool man, how do you retire?” Campbell ponders.
“Here’s my exit strategy: The idea is to have five routes, with five (or so) trucks on the road.” Campbell sees himself managing a warehouse and becoming a regional manager again.
“I will have my eight-door warehouse full of Mac tools for all my trucks, because I’m ordering everything for the guys and they’re pulling in. I’ve got somebody on staff who’s taking care of all the inventory on the trucks. That’s the goal. Now if the guy, my employee, wants to buy his route, sure. [I’ll] sell them one by one.
Finding joy every day
Helping to meet customers’ needs is Campbell’s biggest joy. It’s his biggest challenge, too. It can be tough at times to say “no”.
“It’s not about selling more sometimes, it’s about having a conversation,” he says. “’This is where you’re at and we need to work this down a little bit. If you’re a $30 a week guy, that’s pretty much your number.’ It’s having that conversation without offending them. That’s one part. The other is meeting the needs.
“When a [new] guy comes onto the truck and wants to buy from me I say, ‘Here’s how it works.’ I want to extend terms to you, but I’ve got to get to know you. What I can do for you right now? What would you like to buy?”
With a new customer, Campbell will often ask for half-down with a $150 limit.
Though business is good, Campbell points out you can only sell so much and collect so much.
“If payments are down a little bit, then that revolving door is not equal; you can’t release all these orders and guys are waiting for their stuff,” he explains. “That’s the toughest piece of all is trying to get product right back to them the following week.”
He’ll drop-ship larger toolboxes and shop equipment, but adds that he prefers to deliver all he can to make sure it functions properly, and make sure there are no dents or missing parts.
Showing new tools and generally being of service to others who are making a living brings great satisfaction to Campbell. It’s what keeps him on the truck with a smile day after day.
“It’s the interaction with people,” he says. “I love that relationships are being built. I’m helping people do their jobs better.”
Another benefit — he gets to be himself.
“I’ve got to make a living,” he says. “But at the same time, it’s rewarding to walk in and hear ‘Hey, Scott!’ and know [everyone’s] names.
“It’s not just about putting on a corporate face. It’s me. I’m not wearing a mask.”