Sales Tip: Expectations of trust

Independent distributor Jim Klug explains he’s a fair, honest tool man that builds relationship to really make the technician understand that he or she is working with a person, not a company.

Because of this developed relationship, Klug calls many of his customers friends, and says that he gets paid to see his friends.  

“When they see me pull in, it’s the highlight of their week. That’s what I want. I want them to enjoy their time out on the truck. I’m not going to hawk them,” says Klug.  While he will leave customers alone while they browse on his truck, “I’m happy to drop whatever I’m doing to answer a question.”

He makes sure to focus on building trust with his customers.

“I do everything I can to let these guys know that they can trust me 100 percent,” says Klug. “That’s how concerned I am about it. Because, if you lose their trust, you lose everything. That’s why they buy from me, because they know they can trust me.”

He feels that this philosophy of helping his customers out also has helped him work with the best customers, so he rarely deals with any skips. “I’m not perfect, and I get screwed just like everybody else does, but I think it’s because these guys know that I’m fair with them and that I share with them.”