When R.S. Hughes Key Account Manager Stan Fenton identified a newer abrasive product he believed would improve a customer’s productivity and save them money, he was determined to make it happen. But turning that instinct into a real outcome meant proving—not simply claiming—that R.S. Hughes could deliver something better. So, he got to work. 

The Opportunity 

The customer was using abrasive discs at a significant volume—roughly 24,000 units annually—but sourcing that portion of their business from a different distributor. Stan believed a newer 3M abrasive product would meaningfully outperform what they were currently running, improving productivity and reducing costs in the process.  

Getting there, however, required the right pricing as well as detailed testing. When the pricing piece of the puzzle hit a wall, Stan pulled in key team members to help.  

“Feel like going to battle for me?” Stan asked Director of U.S. Field Sales Jeremy Prendergast. Within 24 hours, Jeremy had results. The path forward was open. 

Proving It 

What followed was a coordinated push across departments to simultaneously get the samples, secure pricing and prove the value to the customer. Each team member moved quickly to get Stan and the customer what they needed. 

Customer Care Specialist Ally Ondreako handled all order details with speed and precision, ensuring the order was processed correctly and that the customer had what they needed to run a trial. Senior Sales Support Specialist Jared Kobielsky quickly established a one-time purchase order (PO) quote. And Purchasing & Supply Expeditor Jessica Traversi sent the PO to the 3M team. 

The Outcome 

The results and the customer’s trial backed up everything the R.S. Hughes team had promised. The new abrasive product outperformed what the customer had been running. In fact, it was meaningfully more productive than the previous disc.  

Within a week of the start of the trial, Stan won the additional business. “When the competitor pushed back, we had what we needed to support the customer’s decision. Not only did we improve the customer’s productivity, we also delivered cost savings,” Stan said. 

Moments That Matter 

This story isn’t really about abrasives. It’s about what happens when an entire team moves—fast and without hesitation—in the best interest of a customer.  

Stan spotted an opportunity. Jeremy cleared the path. Ally and Jared executed without missing a beat. That kind of coordination doesn’t happen by accident. It happens in a culture where people take ownership of their role, the customer’s outcome and each other’s success.  

“Collaboration is critical to success,” Stan said. “And we executed at a high level.”