Write it down! Yes, I know you can keep track of the daily events on an app on your phone or laptop. Perhaps that works for you. I found that keeping a daily planner open on my workstation worked best for me. If a customer had a special tool they needed, I'd have a place to write down the information and to reference as a reminder.
I always enjoyed the follow-up. There would be many times I'd see the customer that next week and tell them, “Hey, I did find out I can still get parts for that old puller set you have.” It wasn't uncommon to have the customer respond, “I forgot I asked about that, thank you.” There's just too much that happens between the first stop and the last stop of the day. A planner is just another tool to assist you in providing excellent customer service.
About the Author
Brian Fahlgren
Brian Fahlgren started in the tool business in 1998. Fahlgren has been an employee dealer, franchised dealer, and district manager for two different flags. In 2018, he returned to the driver's seat of his own tool truck. Providing premium service and his continuous "close to perfect" attitude, he achieved his goal of being a Top 10 dealer for Cornwell Quality Tools. He and his wife of over 44 years recently retired, moving from Oregon to the endless summers of Beverly Hills, Florida.
