Service Policy

[spike60]

Since that thread on the 395 brought up the never ending argument of dealers vs. internet sales, I thought I'd share my service policy with you guys. Some of you will no doubt have problems with it, but it is ment to be as inoffensive as possible.

A few points first;
1. I know that many of you have been screwed by local dealers who don't deserve your business. But it's not fair to lump us all together.
2. A policy like this has some obvious exceptions that need to be made, and we certainly know who to make them for.
3. Regardless of what some would like to believe, we are not required to work on anything that we did not sell. One of our OEM's has a mass retail plan that is OPTIONAL. If you don't want to do it, you can decline to participate.
4. A good dealers only real competetive advantage is the service he offers. If that service is given freely and equally to everyone regardless of where they bought their equipment, then there is no advantage, the value of the service is diminished, and where you purchase your equipment becomes irrelevent.
5. If there was money in service, the box stores would be doing it. They are sophisticated businessmen who don't miss an opportunity to make money.

Here goes:

As our business continues to grow, we are selling more and more equipment every year. We are greatful to those of you who have chosen to do business with us, and we recognize our responsibility to service that equipment in a timely manner.

With this growth, comes the reality that we can no longer effectively meet those service responsibilities if we continue to take in products sold by other retailers. In lieu of this, we will no longer be servicing equipment that was not purchased from us. This includes product from the same manufacturers that we carry in our store.

Equipment purchased from us comes not just with the factory warranty, but with a commitment to provide quality, timely service long after that warranty expires. In order to continue to meet that commitment, we must focus our service resources solely on equipment purchased from us.

We hope that you understand this descision, as it is certainly not our desire to offend anyone.


So, that's it guys. Some of you will no doubt try to rip this apart, but it is actually being received very well by most customers. It is also a great sales tool when selling new stuff and frankly we should have done this a couple of years ago. Our customers feel kind of special and it enhances their loyalty towards us.

Obviously not every shop could pull this off. You need to be established with a good loyal customer base that has been built up over a bunch of years. And our service is absolutely top shelf. One of our OEM's ranks us 7th out of 1200 plus dealers nationwide in customer satisfaction. So, we do know how to take care of OUR customers. Web and box store shoppers are simply not entitled to that service.

OK men: Fire away!

 

[computeruser]

That sounds fair and logical. Well done. You are clear in your position and anyone capable of reading and comprehending the english language can understand it. While a particular customer or would-be customer may not like it, at least they can know what it means and structure their behaviors accordingly.

The thing that really frustrates a lot of folks is what happens when non-purchasers are allowed to drop off equipment to be repaired but are then slow-tracked. I, for one, would be very pissed by that - if I am willing to put up $60 or $80 per hour for service, I expect it to be done promptly. If someone is unwilling or unable to do it promptly, just let me know and I'll go elsewhere without any hard feelings. Again, full disclosure on both sides avoids confusion and keeps everybody happy.

One question about your policy: what do you do about new customers with older equipment that they purchased elsewhere? I ask this because when I moved to my current town I was told by the nearest local OPE dealer that he would not service or even sell me parts for a piece of equipment that I had purchased elsewhere and that if I wanted parts or service I should get it from the other retailer. Since "elsewhere" was many hours away, on the other side of the state where I didn't live or work anymore, this was not realistic. Needless to say, I took my parts needs to another shop, where I subsequently made additional OPE purchases.

 

[havvey]

service

I did not know that a dealer could refuse to work on equipment a tractor dealer tried that and got a serious reprimand from "big daddy"
2. can't imagine a customer comming in and needing parts or a simple repair (chain etc) and you saying that around hear you would not make it with that.
3. some dealers will put there good customers over a transient customer. but i guss it works for you:yoyo:

 

[spike60]

Computeruser;

Truthfully, it depends on what it was and how we were approached. Could easily be one of those exceptions I mentioned.

You made a good point about the slowtracking. Many dealers do that and kind of keep the thing hostage while they work on their regular stuff. You don't win over people by telling them they come after your own customers. What's the point in taking in something you don't intend to wotk on in a reasonable time frame?

Also, we don't just tell them to leave, we recomend another shop that may be able to help them.

 

[havvey]

That sounds fair and logical. Well done. You are clear in your position and anyone capable of reading and comprehending the english language can understand it. While a particular customer or would-be customer may not like it, at least they can know what it means and structure their behaviors accordingly.

The thing that really frustrates a lot of folks is what happens when non-purchasers are allowed to drop off equipment to be repaired but are then slow-tracked. I, for one, would be very pissed by that - if I am willing to put up $60 or $80 per hour for service, I expect it to be done promptly. If someone is unwilling or unable to do it promptly, just let me know and I'll go elsewhere without any hard feelings. Again, full disclosure on both sides avoids confusion and keeps everybody happy.

One question about your policy: what do you do about new customers with older equipment that they purchased elsewhere? I ask this because when I moved to my current town I was told by the nearest local OPE dealer that he would not service or even sell me parts for a piece of equipment that I had purchased elsewhere and that if I wanted parts or service I should get it from the other retailer. Since "elsewhere" was many hours away, on the other side of the state where I didn't live or work anymore, this was not realistic. Needless to say, I took my parts needs to another shop, where I subsequently made additional OPE purchases.

good question comp user

 

[treehead]

are you saying you wont work on their products period?? or just under warranty issues?? I understand not giving out warranty work to non customers but wouldn't that be turning away a potential future customer after you show them that your service tops the box store's making the money they saved not really worth the hassel? what if you had a service charge for warranty work on items not purchased from you? I'm assuming you put in the claim with the manufacturer anyhow, make this service charge kind of like a handling fee so that your not letting them get away with beating your price

 

[spike60]

are you saying you wont work on their products period?? or just under warranty issues?? I understand not giving out warranty work to non customers but wouldn't that be turning away a potential future customer after you show them that your service tops the box store's making the money they saved not really worth the hassel? what if you had a service charge for warranty work on items not purchased from you? I'm assuming you put in the claim with the manufacturer anyhow, make this service charge kind of like a handling fee so that your not letting them get away with beating your price

This isn't just a philosophical position. In a larger sense, it is logistical. We don't have the time, manpower, or space to work on everything. The whole operation just gets jammed up. The real core of the problem is that there are so many places selling stuff that offer no service what so ever. They are really the ones who are dropping the ball and leaving their customers hanging. We don't tell our customers to "call the 800 number".

The service charge idea would leave a bad taste in the customer's mouth. He'll feel like he's being fined or something. One of the keys to doing this is not pissing people off.

 

[gatkeper1]

Also, we don't just tell them to leave, we recommend another shop that may be able to help them.

Oh boy, I forbid my employees from sending customers to competing stores.
If the customer is sent away and is served by the other guy why would he ever need to come back to you. You have done the other guys job for him. He doesn't need to work for new customers you are delivering them to his door.
I fired an ace counter man for sending customers to Sears to buy Diehard batteries. We sold Douglas batteries and had next to zero warranty claims with them. Sears Diehards had at that time the highest return rate in the industry.
I warned him twice, the third time I fired him on the spot. When he questioned why was I doing this to him I asked him how much did you earn from Sears last week.
Never send a customer away,never say no I can't get that and always the correct parts the first time was the way I did business.

 

[chowdozer]

Since that thread on the 395 brought up the never ending argument of dealers vs. internet sales, I thought I'd share my service policy with you guys. Some of you will no doubt have problems with it, but it is ment to be as inoffensive as possible.

A few points first;
1. I know that many of you have been screwed by local dealers who don't deserve your business. But it's not fair to lump us all together.
2. A policy like this has some obvious exceptions that need to be made, and we certainly know who to make them for.
3. Regardless of what some would like to believe, we are not required to work on anything that we did not sell. One of our OEM's has a mass retail plan that is OPTIONAL. If you don't want to do it, you can decline to participate.
4. A good dealers only real competetive advantage is the service he offers. If that service is given freely and equally to everyone regardless of where they bought their equipment, then there is no advantage, the value of the service is diminished, and where you purchase your equipment becomes irrelevent.
5. If there was money in service, the box stores would be doing it. They are sophisticated businessmen who don't miss an opportunity to make money.

Here goes:

As our business continues to grow, we are selling more and more equipment every year. We are greatful to those of you who have chosen to do business with us, and we recognize our responsibility to service that equipment in a timely manner.

With this growth, comes the reality that we can no longer effectively meet those service responsibilities if we continue to take in products sold by other retailers. In lieu of this, we will no longer be servicing equipment that was not purchased from us. This includes product from the same manufacturers that we carry in our store.

Equipment purchased from us comes not just with the factory warranty, but with a commitment to provide quality, timely service long after that warranty expires. In order to continue to meet that commitment, we must focus our service resources solely on equipment purchased from us.

We hope that you understand this descision, as it is certainly not our desire to offend anyone.


So, that's it guys. Some of you will no doubt try to rip this apart, but it is actually being received very well by most customers. It is also a great sales tool when selling new stuff and frankly we should have done this a couple of years ago. Our customers feel kind of special and it enhances their loyalty towards us.

Obviously not every shop could pull this off. You need to be established with a good loyal customer base that has been built up over a bunch of years. And our service is absolutely top shelf. One of our OEM's ranks us 7th out of 1200 plus dealers nationwide in customer satisfaction. So, we do know how to take care of OUR customers. Web and box store shoppers are simply not entitled to that service.

OK men: Fire away!

I'm not going to disagree with you as you can make your own decisions, but... I think you are going to be limiting your business.

I had 3 Stihl chainsaws when I found a great local dealer. I buy my mix, bar oil, bars, chains and parts from them. I have also bought a Stihl FS 110 and several Carhart jackets and insulated pants and numerous lawn supplies. If I were to buy a new Stihl, Deere or Honda powered lawn equipment, I would be buying from them.
If they were to adopt your policy, I would be looking to buy from someone that would service whatever I bring through the door regardless of where I bought it.

At this point in my life, I buy service. Where the service is, that's where I'll buy.

 

[Rspike]

Wow !

Great input ! I have building my business for 10 years and have been doing it all wrong . When we have grown over the years and had more customers and more business i hired more people to handle the work and service ...... I didnt know i should of truned them away , i cant believe i have been building my business wrong all these years . I wish i had a business that i made too much money and had too much business that i could send them packing and just cherry pick who i wanted to serve . Thanks for the insite . I need me a "send them packing policy" too . I can see the money rolling in already .

 

[sedanman]

Oh to live in the land of plenty! Where Spike60 is, there IS no more space to be had, there is no larger pool of qualified help to hire and there is the problem of seasonality, how do you keep qualified techs on all year when there won't be enough work for them to do all year? Paying a guy to do nothing for 2 or 3 month will put you in the poor house quickly. Don't tell me that by taking in H/D junk he'll be busy all year either, he won't, people don't mow their lawns in the winter here, and snowblowers don't fully make up for the difference. Just down the road from Spike is a guy who built a bigger store, hired more help (not the best help) and went further into debt. The guy nest door is tetering on the verge of bankruptcy and has had one major manufacturer pull his franchise. Spike is brilliant for his policy, it fits his locale to a "T". Perhaps when the guy next door goes completely belly up, Spike can get his building for a song and then there will enough business to justify the move. Right now he's maxed out and has to make do with what is available.

 

[Jim Mesthene]

Interesting that you still use the word "service".
I was in the service business for 27 years, you ought to try it.

 

[Mr.]

Spike,

Sedanman said a mouthful. Everyone wants to grow there business increasingly larger. If you have found a level you can live at, stick with your policy as long as you can.

Being consistant counts.

I would never buy anything from you personally because if I moved there may be a guy just like you in my new town.

Fred

And no I would never ask for an exception it's the principle :bang:

 

[havvey]

Oh boy, I forbid my employees from sending customers to competing stores.
If the customer is sent away and is served by the other guy why would he ever need to come back to you. You have done the other guys job for him. He doesn't need to work for new customers you are delivering them to his door.
I fired an ace counter man for sending customers to Sears to buy Diehard batteries. We sold Douglas batteries and had next to zero warranty claims with them. Sears Diehards had at that time the highest return rate in the industry.
I warned him twice, the third time I fired him on the spot. When he questioned why was I doing this to him I asked him how much did you earn from Sears last week.
Never send a customer away,never say no I can't get that and always the correct parts the first time was the way I did business.

ditto on the die hard batteries!! ditto on sending a customer to a competitor (exeption) something that is outside your field or an extreamly unprofitable misrable job (keeps them occupied and poor):yoyo:

 

[coveredinsap]

Interesting that you still use the word "service".
I was in the service business for 27 years, you ought to try it.

LOL! That is exactly right.

As for the 'service policy'...or more accurately, lack thereof:
I sure hope you have that policy visibly posted where all customers can easily see/read it. That way customers like myself won't be wasting my time and yours by attempting to do business there not knowing said 'policy' right from the get-go.

Do business with your feet, people. And if anyone is looking for a good business opportunity, the Beacon, NY area is in need of a chainsaw retailer that services all 2-cycle engines, not just what they sell. There's a huge customer base there just waiting for a better option then what they have now.

 

[spike60]

Sap;

It's amazing how appropriately your username fits you.

 

[canguy21]

I work for the largest OPE dealer in the area and we give the best service we can to everybody, regardless of where they bought their equipment. We do best on the brands we sell simply because we have the parts, service information and experience. We do try to weed out the entry level box store and obsolete equipment because
1. the repair is too close to the cost of a new unit to be effective
2. we don't have parts
3. we don't want to be married to it every time the customer has a problem.
When a new customer comes in with the brand we sell looking for service, he/she gets it to the best of our ability. I guess that is why we are building an addition to double our space and trying to find more good staff.

 

[belgian]

I work for the largest OPE dealer in the area and we give the best service we can to everybody, regardless of where they bought their equipment. We do best on the brands we sell simply because we have the parts, service information and experience. We do try to weed out the entry level box store and obsolete equipment because
1. the repair is too close to the cost of a new unit to be effective
2. we don't have parts
3. we don't want to be married to it every time the customer has a problem.
When a new customer comes in with the brand we sell looking for service, he/she gets it to the best of our ability. I guess that is why we are building an addition to double our space and trying to find more good staff.

I choose for canguy's "policy" too. Spike 60's policy is certainly defendable if he has a good loyal customerbase, but imho he excludes automatically a great part of the accessible customer base in his area, hence limiting his growth opportunity and leaving room to competition.

For the reasons canguy mentioned, it will be understandable to any customer bringing in "foreign" equipment that their service will probably take longer (if parts are needed), and may cost a bit more (more working hours).

I personally would hate to see a dealer refuse to do service on equipment I did not by from him. I could have plenty of reasons why I did not buy from his shop in the first place(ebay, moving, heritage, buy from a friend, etc.).

A good tip I can give you : first impressions are decisive for a new potential customer entering your shop(and someone bringing in equipment for repair always is). You treat him with a smile and even better solve his problem , and you will likely gain a new customer. You sent him away, you will likely never see him again.

Roland

 

[belgian]

Sap;

It's amazing how appropriately your username fits you.

I agree totally.

it's sad anyway to realise that some people can continue to upset everyone else on this forum while good people have been banned for posting a burger :jawdrop:

 

[Mr.]

I agree totally.

it's sad anyway to realise that some people can continue to upset everyone else on this forum while good people have been banned for posting a burger :jawdrop:

Good people?

I think people are doing better where they are at. That goes for more than the burger.

When someone gets banned here they become more productive elsewhere.

Hope I don't get banned I'm doing the best I can.

Fred