World's best tool stores: combine great tools with history, knowledge, dedication, and service, and what do you get?

Tools of the Trade, Nov-Dec, 2002 by Rick Schwolsky

Orco's claim to fame is being California's No. 1 residential framing supplier, stocking tools and equipment for the large production framing crews in the state. "We've got 20 different types of framing hammers, the broadest selection of nail pouches, and all the nailers, compressors, and nails anyone could need," says Look. "We're also the biggest distributor of Simpson Strong-Tie framing hardware in the country."

"Diverse" might be the best way to describe Montague Tool & Supply, its customers, and its inventory. In addition to full lines of power, pneumatic, and stationary tools, Montague has developed a specialty for helping people lift, pull, and move extremely heavy objects. "We get loggers, farmers, quarrymen, and railroad workers in here along with our contractors," says Stark. "So we make a lot of chain and wire rope slings for them and actually advise them on all types of rigging applications." Not coincidentally, they also sell lots of safety equipment.

And if you're a woodworker looking for hard-to-find hand tools, chances are Tools Plus in Wilmington, N.C., stocks them. The store's inventory includes hand planes, spoke shaves, froes, scorps, draw knives, and vices. Of course, you also can ask the sales staff just what froes and scorps do, before you buy them.

Full-Service Repairs

Whether they're called "Tool Hospitals" like at Kel-Welco stores or simply the repair counter, tool repair services at the world's best tool stores are at the core of their customers' needs. When a tool goes down, contractors lose money.

That's why all the best tool stores are ready to respond with trained technicians, fast repairs, loaner tools, and even pickup and delivery services. "Our Tool Hospitals are authorized warranty repair centers for most tool lines," says Kel-Welco's Rucker. "We've got 25 tool technicians who can repair virtually anything."

Chas. H. Day has built its reputation on repairs, employing 12 trained technicians in its single location. The service department takes in 80 to 100 tools every day, returning about 75 repaired tools a day to their owners. "We stock about $100,000 in parts in our repair department," says Clarke. "We're the best repair facility around."

That's pretty fast, but bring broken tools to one of Fasteners Inc.'s 11 stores (10 in Michigan and one in Chicago), and chances are you'll walk out a little later with the repair complete. "There's virtually no downtime," says Fasteners' president, John Szlenkir. "We'll fix it while you wait."

With tools and technology changing so rapidly, it takes constant training to keep up. But technology is helping them in the back rooms, too. Computer programs with 3-D images walk technicians step-by-step through trouble-shooting, show them how to disassemble and reassemble the tools, and allow them to search for and order parts. "We're using the latest technologies here," says Neu's service manager Dave Bolthouse. "We use computers at every repair bench to help us keep up with the 600-plus tools that come in here every month."