Cornwell Quality Tools dealer Scott Lucas handles his route in Lancaster, Pennsylvania, making all the traditional stops at independent repair shops and dealerships alike. After working on boats for over 20 years, he was ready for a change. Although he was familiar with some of the tools that crossed over from the automotive industry, he essentially had to start from scratch to make sure he knew what he was selling. Now, he’s got a bustling route with customers that rely on his expertise and opinion.
“I deal with pretty much every kind of shop: car, truck, boat, body shops, performance shops, trailer shops,” he says.
New truck, same customers
In April 2021, he upgraded to a 2021 24” Peterbilt 337 that was built by Bush Specialty Vehicles. Now in his seventh year as a distributor, Lucas is still thrilled with his new truck. His previous truck was a bare-bones bread truck that couldn’t hold more than a handful of people, which presented an issue at some of the larger shops. Now, he’s able to have over a dozen customers on the truck without any problems.
Instead of constantly changing and reorganizing his inventory, Lucas plays it by ear and adjusts depending on what his customers need. While some of those needs may change depending on the season or shop, there are some universal products that stay in constant demand. Lucas keeps his refrigerator stocked with energy drinks and always has a supply of flashlights on hand near the checkout. Before upgrading his truck, he had noticed that his customers in particular were regularly buying knives, which he brought up to Bush.
“They built a specialty knife rack for me and a cordless tool display,” Lucas says. “We sell a lot of knives, and I wanted something different than what typically comes on a truck like the screw- or bolt-in displays that are available. Then they custom-built one for me above the door.”
The pointed display works, serving double duty as a way to sell knives and as a heck of a way to welcome customers aboard.
“Actually, it’s probably my favorite part of the truck,” he says.
As for the rest of his inventory, Lucas emphasizes the importance of consistent organization.
“On the truck, I kind of keep things -- or I try to keep things -- together like wrenches or screwdrivers, pliers,” Lucas says. “They all have their designated areas; sockets, air tools, body shop tools, all have their own designated areas.”
All in a day's work
Of course, distributors offer so much more to their customers outside of new tools or fulfilling warranties. Lucas makes it a point to treat his customers as more than just potential sales when he makes his stops.
“Guys look forward to it, so I try to build on that. I mean, even though I'm coming to take their money, it's like a bright spot in their day where they get to talk to somebody different, see somebody different, even if it's just for a few minutes,” Lucas says. “It's just a nice break, and I try to think about that when I go talk to guys and when they come on the truck.”
“Even if I'm having a bad day, I don't let on when I get on the truck,” he says. “I go to the shops, I'm always smiling. I don't let on to them that I'm having a bad day because you know they're already having a bad day. They're at work trying to fix some customer’s problem, so I try and make it as good of an experience for them as possible.”
Making the experience as good as possible for your customers goes beyond offering a smile and an ear to listen, of course. Lucas focuses on what his customers need and not what he could potentially sell.
“For me personally, I like to sleep at night, so I'm not a pushy salesman,” Lucas says. “The guys kind of know what they want. If there's a new product, I go over the product. I explain to them, the features and benefits of the product and they decide if they want it or not. “I’m not going to talk them into buying something 'cause I know every week after that, I'm there to take their money. I want them to be happy with their purchase and OK with me taking their money and not have any regrets. They trust you; you trust them.
“They'll come to you if they if they need something,” Lucas says. “They come to you and you'll have their business if they trust you and respect you. It's not something that needs to be pushed.”
Getting the job done
And once that trust is established, being a distributor becomes an entirely different experience. The nerve-wracking first stops eventually turn into exciting opportunities to crack jokes and check in with some of your favorite people.
“I go around for 8 or 10 hours a day and I just talk to people. That's the easy part. The tougher part’s when you get home and you have inventory to do, you have restocking to do, you have paperwork to do. That’s the job part. But other than that, all day long, I just drive around and talk to the guys that were in the same field as me and doing the same thing that I did for 25 years.”
Lucas is also quick to point out that he’s lucky enough to have his family’s assistance, like when his retired mother helps out with inventory. It’s also one of the reasons he’s found so much success – with the freedom he has as a distributor, Lucas is able to focus on his other (more important) job: softball coach for his daughter’s travel softball team.
“I've got it pretty good,” Lucas says. “[Being a distributor] allows me to do the things I need to do, like doctor's appointments, whatever other family life. I help coach my daughter's softball team, so we travel a lot during the summer with that. I'm very fortunate that this opportunity came along."
