|
The biggest story for us right now is our commitment to Customers for Life. In January of 2004, John Aden (president of Mac Tools) asked all of our associates and Distributors to dedicate themselves to making each and every customer they serve a Customer for Life. What does that mean exactly? It means being constantly dedicated to doing the right thing for our customers. For our corporate associates and field management teams, it means taking great care to ensure that our Distributors have all that they need to get out there and sell Mac Tools effectively and successfully. For our Distributors, it means doing everything possible for their technicians to ensure that every time they leave a shop, they have done all that they can to satisfy that technician’s needs. Anyone can sell a tool to a technician, anyone can mail a report to a Distributor – but we expect more from our team – we expect them to go above and beyond to provide not just average service, but to provide exceptional service – every time. It requires dedication. It requires commitment. And we will continue to work to earn Customers for Life in every aspect of our business. To help our associates remember their commitment to Customers for Life, each one received a metal coin with the Mac Tools logo on one side and the Customers for Life logo on the other. We ask that each associate keep that coin with them at all times as a reminder to the strength that comes from going above and beyond to earn Customers for Life. It is not uncommon for a leader in a team meeting to ask for the team to hold up their coin for everyone to see. It’s an inspirational thing to see when 50 hands go up in the air, all holding that coin. It shows that we are all aligned as one team…committed to this initiative.
|
