Kevin McNeil has been a valued member of the Watford team since May 2007, joining the company during the busiest time of the year. That fast-paced start laid the foundation for Kevin’s deep understanding of the Parts Department and the dependable service he provides today.
What Kevin enjoys most about his role is meeting customers and helping them with their needs. He takes pride in finding the right solution, no matter how big or small the request.
Kevin’s success with twine and net wrap sales comes down to effort, knowledge, and confidence. He believes you must take the time to fully understand the product by asking questions—both of suppliers like Cordex and of customers. Having confidence in the supplier and their ability to stand behind the product is key, as is being comfortable starting conversations with customers. By learning about their equipment, operation, or even whether a neighbour may need product, Kevin focuses on planting seeds that lead to long-term relationships rather than just one-time sales.
Since starting his career, Kevin has seen the role change significantly. Early on, he was responsible for putting inventory away and gathering parts for customer orders, but very quickly moved into assisting customers directly—especially with spring arriving in Watford. With no dedicated shippers or receivers at the time, Kevin learned every aspect of the Parts Department, along with gaining exposure to service, sales, and accounting. He credits that experience with giving him a strong understanding of how the entire dealership operates.
Kevin says what he enjoys most about working here is the opportunity to assist customers and make them feel valued. He believes every customer deserves the same level of service—whether it’s a $0.10 O-ring or an $80,000 transmission. In his view, the smallest operation is just as important as the largest. Even if going the extra mile doesn’t result in a big sale right away, Kevin knows there’s a strong chance that customer will return because of the effort and care shown.
Rather than pointing to one individual who shaped his success, Kevin credits the many coworkers he’s had the pleasure of working with over the years. By watching, listening, and learning from others, he’s picked up different ways of handling situations and serving customers more effectively.
What makes the Watford team unique is their strong sense of teamwork. Kevin believes in asking for help when needed and recognizes that no one can know everything. Different team members bring strengths across different tasks and equipment lines, and having a basic understanding of all supported lines helps the team succeed. Most importantly, he believes it’s okay to say, “I don’t know", but I will figure it out."
Kevin’s advice for new team members is simple but powerful: there’s nothing wrong with telling a customer you’re unsure. Let them know you’ll look into it, follow up, and keep them informed—even if it takes time. A quick call to let a customer know you’re still working on their request is far better than leaving them wondering. As Kevin puts it, “I haven’t met anyone anywhere who knows everything.”
The most important skills for success in his role are listening and organization. Kevin recommends having a personal system for keeping information at your fingertips for quick reference. Relying solely on memory isn’t enough—recording and sharing information with coworkers helps everyone succeed.
What motivates Kevin to do his best work is the satisfaction that comes from helping customers and solving problems. He especially enjoys learning about products or situations he has little prior knowledge of, retaining that information, and using it again in the future to better serve customers.
Outside of work, Kevin enjoys traveling and spending time with family. He’s also a proud grandfather of two grandsons—one three years old and the other just two months old. While his family likes to remind him that he’s getting older, Kevin’s response is always the same: “Try and keep up.”
The best advice Kevin has ever received came from a former owner in Watford: “You need to interrogate the customer.” He explains that customers don’t always know exactly what they need, and by asking the right questions, you’re better able to determine how to truly help them.
