If You Touch It, You Finish It: My Approach to Leadership and Service
From Sales to Operations, Misty Kilby shares how her “finish what you start” philosophy drives customer service and team success at R.S. Hughes.
Contributed by Misty Kilby, Operations Manager, 14 years
From Elvis Plates to Industrial Supplies
When I joined R.S. Hughes 14 years ago as an Inside Sales Representative, I didn’t know a thing about industrial and safety supplies. Before that, I’d spent the better part of my career—nearly two decades—at a company selling nostalgic licensed collectible plates, mugs, cookie jars and the like with images of Elvis, Betty Boop, John Wayne, “I Love Lucy,” among others.
I started there as a part-time receptionist and worked my way up to Key Accounts Manager, selling to customers as large as the Mall of America and as small as mom-and-pop shops.
So why the leap to R.S. Hughes? A former colleague who had joined as an Inside Sales Rep encouraged me to apply. Even though the products couldn’t have been more different, one thing was the same: customer service. And that’s always been my strength.
My Customer Service Philosophy
Every customer deserves respect and follow-through, no matter how much business they give us. Big accounts are important, of course, but smaller steady ones often carry you when the larger ones slow down. That’s a lesson R.S. Hughes has reinforced for me.
I live by a simple philosophy: if you touch it, you finish it. It’s essentially the same mantra that R.S. Hughes’ President John Mathis encourages us to live by: If it’s in front of you, you own it. From processing freight to shipping orders, accuracy and accountability matter. Customers rely on us to get it right the first time. That means checking every detail, including orders, items, shipping and certifications, so the customer doesn’t have to worry.
My team knows I’ll never pass the buck. If something lands on my desk, I take responsibility. That commitment builds trust. Customers know we’ll follow through every time. It’s the R.S. Hughes Way: putting customers first, being upfront and honest and delivering professionalism in everything we do.
A Leap from Sales to Operations
After seven years in Inside Sales, I had the chance to step into an Operations Manager role in Salt Lake City. It was a big shift. Suddenly, I wasn’t just accountable for myself but for an entire team.
I had to learn fast: accounts receivable, inventory management, branch financials, and, most importantly, managing people. No two employees are alike. Balancing empathy with accountability takes time. It’s a lot like parenting. You want to be friends, but ultimately, you’re the supervisor.
Over time, I learned that leading by example works best. I’ll never ask my team to do something I wouldn’t do myself. It’s been a very big learning curve for me, but we have a really, really good team.
Today, I love watching people on my team grow, excel and take ownership. When our leaders visit customers and hear glowing feedback about my team, it’s the most rewarding part of my job. I’m lucky to work with such a strong, supportive group. We communicate openly, solve problems together and share one goal: providing the best customer experience possible.
Life Beyond Work
Today, I manage both our Salt Lake City and Denver locations. When I’m not at work, I spend as much time outdoors as I can with my husband, Kris. We recently celebrated our 25th wedding anniversary and love camping in our trailer with friends. With our two kids, Dylan and Katelyn, grown and out on their own, we’re learning to enjoy empty-nester life.
I also have a twin sister, Caroline, who has five children. Her oldest daughter recently had a baby girl, who’s been the joy of our family for the past 18 months. Watching her grow has been wonderful, and I cherish every bit of grandbaby time my sister shares with me. It’s been so fun.