A sad but true fact of human nature is that bad news travels faster than good news. The key to success in the office technology industry is the ability to control that message, and the best way to do that is to ensure customers rave much louder than they rant when it comes to their experiences with your firm.
Hunter McCarty, RJ Young
Hunter McCarty can attest to that. The chief operating officer of Nashville, TN-based RJ Young and a veteran of nearly 40 years with the company, McCarty has played a key role in its growth to a $100 million-plus dealership, one of the biggest in the Southeast. Even as RJ Young has swelled to mega-dealer status, McCarty subscribes to a philosophy that has all the earmarks of a mom-and-pop operating mantra: We Make it Right.
“Other companies may talk about it, but we really live by that (creed),” McCarty said. “It’s part of our presentation to customers. We want the customer to know that we’re really serious about making sure that the expectations they have on the front end are delivered by us on the back end. We want to be in a position where we meet or exceed the customer’s expectations. As long as we deliver on that promise, then people will talk about our company in a positive way. Exponentially, business grows through word of mouth. But it can be a killer if you don’t deliver on what you promise.”
The 2017 ENX Magazine Difference Maker initially followed an education path upon graduating from Vanderbilt University and took two part-time instructor positions. At Aquinas—a Catholic school in Nashville that was initially a junior college before converting to a four-year institution—he was charged with helping to build its athletics program. But after three years of pulling double duty, McCarty sought a change in careers.
Over lunch, McCarty was encouraged by a friend to try the growing world of copiers. That led him to American Duplicating, a Savin dealer, in 1977. Nine months later, McCarty pounced on the opportunity to join Robert J. Young, which paved the path to a prolific career in which he’s held positions including vice president of sales and marketing.
McCarty has a soft spot in his heart for individuals who have worked their way through the ranks at RJ Young. “I love watching people grow in the company and have the opportunity, as we expand, to move into other roles, be it sales, service or management,” he said. “We have a great career path here to provide those opportunities, which can have a great impact on their professions and lives.”
It’s not surprising, then, that one of the individuals who influenced McCarty the most is John Crunk, the former president of RJ Young who began his career with the firm following high school, sweeping floors in the warehouse. “Watching someone start from such humble beginnings, I have a lot of respect for him,” McCarty said. “He was a great teacher. He brought his son, Chip, into the business, and Chip has done things differently and has grown the business. So I’ve benefitted from working with both of them.”
McCarty has always strived to learn from the best. It’s a remnant of his experience in the world of sports, a philosophy that says if you compete against individuals who are as good as or stronger than you, it will make you rise to that higher standard. He counsels people to find individuals who are skilled and adept at the functions they wish to perfect and spend time with them to learn about what makes the successful performers tick.
“You can cut the learning curve down so much faster and become much better at your job,” he said. “Pick the people at the top of their game and learn from them. If you never quit learning, you’ll always keep growing.”
It’s been a successful year for RJ Young in terms of growth. About three years ago, the dealership hit a growth wall upon reaching the $100 million plateau, but by having the right personnel in critical positions (along with key acquisitions), RJ Young is now poised to reach the $125 million mark. McCarty believes the key to continued success lies in the development of new, external candidates who fit RJ Young’s culture.
McCarty definitely knows how to stick with a winner. In addition to his impressive tenure at RJ Young, he has been married to his wife, Carol Lynn, for 48 years. The McCartys have three grown children and four grandchildren, and when they’re not visiting with family, they enjoy taking in the beauty of America’s National Parks. He plays golf on occasion (“It’s more like work to me”) and is a huge fan of the NFL’s Tennessee Titans. McCarty also loves to attend an occasional Vanderbilt football or basketball game.
