One of the biggest changes Mac Tools distributor Ricardo Ortiz has seen on his route has been the result of his years of relationship-building with his customers and his community. He’ll let customers who are frustrated about work vent their problems before gently guiding them to a tool that would make that work situation better. He’ll even stop by shops after closing or during community events to barbecue and share a few drinks with some of his customers. As Ortiz’s career flourished, so did his original customers’ careers.
“I have a lot of these customers that were in the dealerships and independent spots when they first started and I started taking care of them. Now, they actually got promoted, they moved up along in their company, and I had that relationship, so when they move [to a different shop], we’re open to that shop.”
