Service Policy

[bump_r]

I'm tellin' you guys, this is the best thing I've read on AS yet:

"This message is hidden because coveredinsap is on your ignore list. "

Seriously, try it.

As for Spike's policy, I dig it. As a retail customer, I appreciate the service provided by my dealer. The money I could have saved by buying in a non-traditional manner (internet) or discount house (Lowes, Home Depot...) is not as important to me as having a reliable, local source for parts and service. I'd much rather be in the group of known, valued, serviced customers than just another customer number in someone's database. Elitism? Perhaps, but if a supplier has to cap his shop's size and can do so by serving his core customers first, good for him! Scratch his back at time of sale, he'll scratch yours at time of service. It's called a working relationship, and it's not a bad thing to foster. For the guys that want an impersonnal sale with an impersonnal pricetag, but demand personnal attention after the fact, well, don't know what to tell ya.

 

[Jim Mesthene]

About 8 years ago, I bought a roto-tiller, cheap, from Harbor Freight and beat on it 'til the clutch smoked under warranty.
I called Homelite, went to my local dealer, explained the situation, they agreed to fix it. I left my machine and $20 to "buy lunch for the crew". They did a great job, quickly. I picked it up, no charge, I thanked them and left a $20 to buy lunch for the crew.

Am I a good customer or a bad customer?

Am I welcome under your "service" policy?

 

[gatkeper1]

but if a supplier has to cap his shop's size and can do so by serving his core customers first, good for him! Scratch his back at time of sale, he'll scratch yours at time of service. It's called a working relationship, and it's not a bad thing to foster.

Not a bad thing until a couple of big dollar core customers decide they like the guy on the other side of town better.
The last store I ran before changing careers, the owner never liked my legion of small dollar customers. He preferred our fewer high dollar buyers that purchased $5,000 or more per month. He never saw the big picture, only the big dollars. The little guys were in every few days buying what they needed and were loyal customers. Sure the big shops would place the big orders, but we worked on a smaller margin with them. Their volume got them the lowest prices, and they deserved it. They also got deliveries,special services and their machine shop work got high priority.
I made sure the little guys never felt slighted and I made sure they felt valued. I even open the store at 11pm one night to help one out when his wifes car died on the highway. How much good will and how many potential customers did I earn for less than 1 hour of my time that night?
When I left that store he decided that now he would move forward with his grand vision and hired a new manager with a like mind set. He crapped on the little guys and the new strangers and focused on his core customers. He didn't need the the PITA little guys.
Their bad attitudes ands narrow vision allowed the competition the opening I never allowed.
In 3 years he went bankrupt and the Sheriff pad locked the store.
He lost everything and the Feds were after him for back taxes.

 

[spike60]

About 8 years ago, I bought a roto-tiller, cheap, from Harbor Freight and beat on it 'til the clutch smoked under warranty.
I called Homelite, went to my local dealer, explained the situation, they agreed to fix it. I left my machine and $20 to "buy lunch for the crew". They did a great job, quickly. I picked it up, no charge, I thanked them and left a $20 to buy lunch for the crew.

Am I a good customer or a bad customer?

Am I welcome under your "service" policy?

Hi Jim;

You are neither a good customer or a bad customer, and you are always welcome in the store. It's just that you happen to own a product that we don't work on. We would politely say that we are sorry that can't take care of your tiller but we can refer you to a local guy who does good work and should be able to help you out.

 

[Cut4fun]

Now Bump_r you know you feel that way because you buy them saws you cant get online and through box stores. Stihls right. Hey just poking fun, because you want let the sap pick your brain anymore.

Hope to have me a 460 mag killer here pretty soon. So you bring that bad boy all broke in and ready to go in the 80cc n under. I would spend my money at a canguy21 shop, before I would give a penny to a shop with a policy like spike60. Nothing against you spike just the way i see things is alittle different. Just like last year when I had trouble with a 60cc poulan. i called this dolamr, echo dealer and he said sure bring it in I will look at it. He gave me a bill for $5 and then a esimate for $200 to fix. Well guess what saws i will buy next time. Right now I am looking to spend around $600+ on a new saw and guess who is going to get that sale. That Shop. He showed me some dolmars back then and I never heard of them and that scared me from them. But I bet the 7900 will run real good I hear.

 

[sedanman]

"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."

This speaks VOLUMES, all you have to do is listen.


"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."

Sap, you are deaf, I don't refuse to work on equipment I didn't sell, I do refuse to work on internet sold items, I DO offer preferential treatment to MY customers, pro's first then homeowners. I even stock the microscopic fuel line used on Poulans

 

[spike60]

Well this is both interesting and informative. Honestly, thanks to everyone who has shared their opinions on this, both pro and con. I figured that I would get a good cross section of ideas on this and it sheds a little light on how it may be playing locally. Thanks also to some of the guys who PM'd me with their ideas. The worded policy seems harsh by itself, but we politely explain what we are doing and why and most people seem to get it.

Most of the negative comments are valid points and I agree with them as far as they go. We discussed many of them ourselves and pretty much accept the fact that there will be some attrition in declining to service certain things. We have looked at the numbers and this is clearly the way to go for us. I know that it is different for some shops, that have several tech's in the back to keep busy. But, the stuff that CANGUY mentioned is much the same stuff that we are trying to get rid of. We have tried adding another tech, but much as sedanman pointed out, the months when we do need him would be canceled out by the months when we don't. Our operation is tight, lean and profitable.

Yes, I confess that I have "issues" with internet and box store sales. As I mentioned, my service is my competitive advantage and I won't support those outlets by sharing it with them. If a consumer is concerned with service, he needs to consider it before, not after purchasing equipment. Besides, why do we need to find a way to service products sold by stores who don't service anything? Who came up with that idea? Sap, was it you?

By the way, just for the record, our prices are very good also.

Some of the emotional responses were from people who feel offended or insulted by something like this. I guess no matter how much we soften up the message, there will be some of this. I think for the most part you guys missed the message itself. We have simply decided to concentrate on servicing our own equipment. We have a full plate just doing our own stuff and that's that. It's not as if we are turning work away while the techs are in the back playing cards. Some of the posts from outer space, like coveredinsap, were just what I expected.

Some also missed where I mentioned that we do make a lot of exceptions. Things such as a customer who has been with us a long time, a guy who bought some stuff from us, yet has some other items we didn't sell him. Of course we are taking care of these people! We didn't put an iron gate on the door, just sort of a filter.

The one sentiment that I don't get is the idea that because we are an equipment dealership, that we are somehow obligated to work on anything somebody shows up with. I know this feeling is out there, but can someone explain this? Our shop is geared towards taking care of the products we sell and keeping our customers happy. We sell more commercial equipment than the other 5 or 6 shops in the area COMBINED. And those guys are a tough group to please, but we do a far better job than anyone else in this market, which is why we are the top dog. I just don't understand the thinking that a Lowes or internet shopper is entitled to have access to that service. Further, I've yet to meet an arborist, landscaper, or contractor of any kind that doesn't routinely turn down work for a variety of reasons. Every established landscaper tells me that they are "getting rid of some accounts" that they no longer want. I don't see how that's different. I think that a dealer needs to get rid of the clutter and low end work that gets in the way of doing what's really important which is taking care of your core customers. The stuff we are no longer taking in was getting in the way of that. I think the idea of trying to be all things to all people is silly and shows a lack of direction. I don't need all of the customers, I just need satisfied customers.

I respect EVERYONES opinion on this, and I've enjoyed it, but enough of this typing for tonight.

 

[Cut4fun]

A question

I thought of a good question for you dealers. Now pretend you have no idea what brand i own and i just moved into your area with a job change. Now this means i have never bought anything from you and you have no clue where i have bought my 6 chainsaws, 5 riding mowers, 4 push mowers, 3 weed trimmers, 1 lawn sweeper. OK, now that i am new to the area i am looking for someone to service my stuff before the mowing season starts. So you telling me nobody wants this kind of business? and Yes i do own this stuff to do my yard up keep with. So whoever treated me like a customer has alot of labor monies coming and alot of potential selling in the future. But turn me away and look at what you would be losing in future business. I guess if you have filled your cup and you dont need refills thats good for you, but in my area you couldnt be that picky and stay in business. Glad to see your point of view from your dealer side too.

 

[Lakeside53]

Spike: good thread, and a great summary ! Apart from one guy that has sipped too much of his own sap, everyone contribuated...


So, in answer to Cut4fun, I'll gladly take in your saws if they are my brand (Stihl) no matter where you bought them, and your other Stihl devices (like trimmers etc), but I can't help you on your other types... As you are new to my area, I can tell you a few other places to fix your non-Stihl stuff. If it's HD consumer junk, then most of the places I send you are going to politely suggest you drop in in the scrap metal bins (oh wait, it's mainly plastic so you can't do that, so use the dumpster instead) out back... Does it bother me that I might loose some future business because I won't be your "one stop shop", not as much as you may think.. We're very good at what we do because we limit our brand scope...

And Belgium is correct : you can tell a customer to go shove his crap, or, with a smile and some commiseration, make the process less painful. He'll come back...

This time of year I get about 3-5 guys a day drive up with their $129 Murray (or whatever) lawn mower hanging you of the back of their trunk, desperately looking for a quick fix before the lawn grows another 6 inches... Why us? because the guy up the street that fixed just about anything (except he sent the Stihls out to get the flywheels removed!) went broke after 10 years... In about a month, we'll get a slew of the same guys and more looking to fix their $99 HD weedwacker. We'll sell a new unit to maybe 25% of them, and the rest will drive all over town looking for someone to take it in. Could we fix most of them with a fuel system clean out etc? yes, but we don't, and that customer won't pay $60 man hour anyhow. If a good customer of ours come in with a wacky brand and "please look at it, it's my starving daughter's" etc..) yeah, we'll hide it out back and fiddle with it.. maybe.

 

[spike60]

Cut4fun;

That's a fair question, and my answer is similar to lakeside's.

The "new to the area" thing has come up before. That's a good opportunity to win over a new customer if you have the brands I'm a dealer for.

If your tractors were Cub Cadets and your saws were Huskys or Jonsereds, we would be happy to welcome you into the family. But if they were Deere, Toro, or Stihl, Poulan, then we would say "sorry but we don't work on those brands" and refer you to some local dealers who carry them and can help you.

 

[coveredinsap]

It isn't the 'policy' so much that's the problem as much as it is the attitude behind it. I understand as well as the next person if a shop has limits on how much work it can do, it doesn't want to expand, and puts a limit on what it can afford to undertake. If that's your policy then word it like that.
What sticks in my craw is the attitude that if you didn't purchase the item from that specific shop, or bought it online, or from a big box store or competitor's shop, then you can go screw yourself....even if it's the same brand. And then they have the gall to state that if they're kind enough to agree to work on your item, then you get shuffled to the back of the line anytime one of their 'preferred' customers comes in. In other words, they won't work on what they didn't sell....unless you're lucky.

If I take my car to get serviced, do I always have to take it to the dealer I bought it from? No, of course not.
Should I be waited on for service in the order the appointment was made or the order the item was accepted for service? Yes, of course.
Should I be penalized because I didn't buy the item from that shop? No, of course not.

Like I said, take your business elsewhere if you don't like these bogus store 'policies'. Here's my 'policy'....I refuse to do business with stores with policies like that.

If you live in Woodinville, WA....you have plenty of other options:

http://www.google.com/local?hl=en&h...r&near=Woodinville,+WA&sa=X&oi=local&ct=title

If you live in Beacon, NY....you have plenty of other options:

http://www.google.com/local?hl=en&l...&near=Beacon,+NY+12508&sa=X&oi=local&ct=title

If you live in Ulster County (Kingston), NY....you have plenty of other options:

http://www.google.com/local?hl=en&h...pair&near=Kingston,+NY&sa=X&oi=local&ct=title

Simply do a google.com search for, (for instance) "beacon, ny small engine repair" (without the quotation marks and replacing 'beacon, ny' with your city/state) to find alternate small engine repair shops in your area.

In other words, let your fingers do the walking....particularly your middle finger.....and let the prima donna shops go out of business.

 

[spacemule]

Sap, sounds as if you have more ill will towards these shops than they have towards you. I, for one, appreciate the policy written in plain site so as to not waste anyone's time. I'll take an honestly-disclosed policy I don't agree with over a bs attitude that nods to everything I say any day.

 

[spike60]

Oh my God!! I'm laughing so hard, I can hardly type!!

Sap, you are priceless!! I was afraid you were going to let us down on this one. The google links are great! Make sure that you send them to all of your friends, should you have any, as they would surely share some of your more abstract personality traits. What better gift for my local competition than to send them someone like you?

In fact, do you make personal appearances? I would PAY to send you to the guy down the road.

 

[Lakeside53]

what an idiot... Ya see that blue stuff in the middle? it's wet. I can just see it - drive to Kingston instead of Woodinville... o.k., that's about 3 hours on a good day!

More to the point, there are hundred to thousands of other choices in the Puget Sound area, none of which your googling found... and you want to know how many fix everything? or even try? anyone that doesn't have a "policy", written or not, hasn't been in business long or is really scratching for work..

Yes, please come to Woodinville and visit everyone except us, and tell them all how bad we are. Please...

 

[coveredinsap]

LOL! It was the principal of the thing....and I think I got my point across, thanks.

Sap, sounds as if you have more ill will towards these shops than they have towards you. I, for one, appreciate the policy written in plain site so as to not waste anyone's time. I'll take an honestly-disclosed policy I don't agree with over a bs attitude that nods to everything I say any day.

WTF do you know....you work at Home Depot

 

[Cut4fun]

Well spike thanks for letting us see it from both side of the fence.

But some people are just to uptight here. So i just got to

. I am just glad we have sites such from this. if it wasnt for a site like this, I wouldnt be owning more then two saws for my up keep. But being I like fast engines and etc. It has brought out the

in me and I want saws that cut faster now. So I sit here learning from you guys. Have a good day and the up tights take a

pill. I think we are here to try and learn from each other. i know i have learned a

load since I have been here. Later all.

 

[belgian]

[I]This message is hidden because coveredinsap is on your ignore list. [/I]

That message made my day :biggrinbounce2:

back to topic : both Lakeside and Spike have pointed out out that their policy is not totally black and white, and leaves room for exceptions. That is proof of good common sense I guess. And I agree with some statements that there are customers which you cannot satisfy or don't want to have. And there for sure is cheap equipment produced that's not worth repairing.

My point : Just see every repair demand as an opportunity, not a burden :

- you should cover the cost of your technicians who are working on it (if not, leave it)
- if the repair is too costly, you always can try to sell him a new one
- if both are not possible, you at least tried to create some business.
Remember : Sending a customer away is the easiest option to do, you don't need to be qualified to do that. Anyone can do that.

Lakeside also gave evidence that he's a good salesmen after all.

We'll sell a new unit to maybe 25% of them

If he had bluntly turned them away for the sake of policy, this is business he would not have had, nor the service afterwards.

But to end my story :

[I]We have looked at the numbers and this is clearly the way to go for us[/I]

this is pretty much bottom line rule for all businesses, and the strongest argument I have heard so far. Good post spike !



Roland

 

[spacemule]

LOL! It was the principal of the thing....and I think I got my point across, thanks.



WTF do you know....you work at Home Depot

Hey sap, I know this might be hard for you, but try to find someone literate to help you. I want you to go to google and look up "argument ad hominem." I promise not to make fun of you if you prove you can comprehend what ad hominem is. Go on now, be a good boy!! :hmm3grin2orange:

 

[sawinredneck]

OHHHH BOY!!!!!!!!!!! HERE WE GO AGAIN:bang: Sap: you're principal is all good and well, but not practical. I was working at a small John Deere dealership when JD F#$%ED us hard and started selling to Home Depot!!!!!! HD has no one, NOOOOOO OOOONNNNNNEEEE that is compentent enough to poperly assemble one of these machines, let alone service one. Did you know you need to check the air pressure in the tires and what it is supposed to be before you level the deck? Did you even know you had to level the deck? Then we were the closest dealer so we got all the "comebacks". That would have been fine, but they are all pissed off at us because their mowers aren't right!??!?!?!?! WTF does that have to do with me? And warranty time SUCKS!!!!!!! No time for diagnosis of the problem, we are supposed to "sense" what is wrong?? And then fix it. Which they barely pay enough for the time it takes for that, if they even do that!!!!! Do you even know how they set thiese times? I love this crap!!! Guy knows whats wrong, has all the parts and tools in a 4' circle. He tears it apart and puts it back together 4 times, the fastest time is what warranty pays!!!!!!! This is why dealerships hate this crap!!!!! The only way they make any sort of money is at the point of sale and if that customer stays with them and continues to purchase thorugh them!!!!! Box stores and internet sales with be the death of a lot of peopls jobs soon!!!!! It sucks!!!!!!! Is that a good enough reason to support you're local dealer now?
Andy

 

[cuttinscott]

Hey Spike this has been a great post

Well Ive been reading this post a couple days now and I get it.. Spike and I hold the same attitude about our service policy. Yes I do sell over the net and Yes I will work on anything I sell over the net or out the door or that I deliver. As far as working on off brands if it is a real good customer i will try to squeeze them in but if you buy the same type equip I could have sold you and then want me to work on it YES you will get my cold shoulder. Had to LAUGH when I looked at those google maps Spike I did not see our bud T down the road....... I know he is MUCH fussier than either of us LMAO. Id like to see sap stop by his store to get anything even looked at...
HAVE FUN GUYS
Scott