Independent mobile tool dealer Matt Rowaan never skimps on providing excellent customer service. He notes that you should treat people how you would want to be treated, so when a customer is in a jam and needs a tool that Rowaan doesn’t have on his truck, he’ll call another customer to see if they can borrow the tool for a bit.
Rowaan explains that he’ll also deliver tools on his way home, first thing in the morning, leave them at his house for a customer to pick up, or sometimes his partner’s wife will help out by picking up a tool that they have at their “shop”, but not on the truck.
“Customer service is a big thing,” Rowaan says. “We’ve outlasted a substantial amount of [other] distributors on the routes.”
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