HAFCO Dandenong

[Iain]

Needed a few bits and pieces thismorning, so, dropped in and irritated for a few minutes then strolled into Hafco.
Had a look around, I was the only person in the store, didn't see what I was after so waltzed up to the counter, behind the glass are about half a dozen or so bodies who didn't appear to be overly busy.
Waited about 3-4 minutes and each and every one of this lot look up and see me (as those who know me, I am not very small and easily seen).
A few more minutes expire and one bloke strolls out of the door in my direction, looks at me, opens a drawer and puts in a piece of paper, looks at me again and walks back into the office.
Bugger this, I turn tail and just stroll out the door and make purchases at Carbatec.
This is absolute crap, no one in the shop except me, they have all seen me waiting at the counter but no one gives a stuff.
Is this how to succeed in business.
Might just fire an email to someone later.

[Groggy]

Just out of interest Iain, how much did they miss out on - this time?

[Iain]

Was only about $400 but Carbatec were very obliging, let me have a look around first, acknowledged ny presence and the little Asian bloke was quite helpful.

[DJ’s Timber]

Was only about $400 but Carbatec were very obliging, let me have a look around first, acknowledged ny presence and the little Asian bloke was quite helpful.

I was in at Carbatec today as well, the little Asian bloke looked after me as well and was very helpful. I only spent $90 today:D

[Exador]

Sadly Iain, that's been my experience every time at Hafco in Brisbane. I don't even bother going in any more, which is a shame, because they're only literally around the corner. I can't work out their game, I'm afraid.

[Baz]

Blackwoods in Canberra were famous for that sort of service or lack of.
Cheers
Barry

[Gumby]

Same here Iain. I had to ask for help last time. Not good store management. (isn't that a new store too ?)

[Wongo]

Asian, little but helpful.:cool:

[Iain]

Asian, little but helpful.:cool:
Vietnamese, I just don't know his name, but he bends over backwards to help and scuttles off to get the bits not on display (fit in pocket size).

[Felder]

(fit in pocket size).
Wow - he is little...

[Wongo]

Seriously, it doesn’t take much effort to be friendly and helpful.

When I was a student, I used to work in a shoe shop and I was always helpful to my customers. If they didnt end up buying, no probs. I also worked in a nursing home as a cleaner:o for 6 months and I enjoyed talking to the patients there. (Never managed to find out where they kept their money though:D)

Stuff them all if they don’t provide good customer service. I got upset with Hafco Sydney 2 years ago. Too bad they missed out close to $3500.

[snowyskiesau]

I was in the Sydney store in June and ordered a lathe (AL60 metal lathe) from the next available shipment in July, I wanted to finish off a workshop, build a bench, etc before I took delivery.

I've had no contact from them to advise the lathe is available. A phone call quoting a sales order number got no assistance other than to be told that the item is now in stock.

Time to talk to Carbatec I think. (plus Carbatec sell the same lathe for $50 less)

[silentC]

Always had excellent service from Sydney and everything I bought was cheaper than the similar machine at Carbatec or Timbecon.

Been a couple of years though, maybe they are slipping...

[dazzler]

Vietnamese, I just don't know his name, but he bends over backwards to help and scuttles off to get the bits not on display (fit in pocket size).

Sounds like a crab:p

Maybe by working hard they wont cook him up

[glock40sw]

G'day All.
This is the exact reason I bought my X3 Mini-mill form Minitech in Brisbane. H&F in both Sydney and Brisbane couldn't give 2 knobs of Goat Sh_it about trying to help me.
So, Fuggem. I now buy all my tooling from Minitech as well.
Afterall, the Mill is a one off buy, Tooling is an ongoing buy.

[Flowboy]

Try Bunnings Preston at 8AM on the weekend. I've actually been in an aisle obviously looking for something while two employees openly and loudly discussed how hopeless management was. This has happened twice now!! And people wonder why I'd rather pay more and enjoy the experience of buying.

Rob

[Buzzer]

I too have had slack service from H &F Brisbane, so walked out, bought zero.

Then went to Gary Pye on Gold Coast and spent $3200 on some great Jet gear.

Cheers

[RufflyRustic]

Hafco in Brisbane.

First time I went, I browsed around for about 20 minutes, yep, by myself. Nope, didn't buy a thing. No assistants anywhere in sight.

Second time I went, I decided to have a bit of fun socking it to them.

" I would like this part please. Did you know that last time I came here you (as in your staff) completely ignored me? Oh, what's that piece of dust extractor pipe going for on the marked down table? It's just over a metre, that would be perfect! Oh gee whiz, that's great! - and you'll let me have the two hose clamps for free as well - Thank you very much. I'll look forward to being served again next time, bye!" :D :D :D

cheers
Wendy

[Wizened of Oz]

I little word in defence of Hafco Brisbane. I've been in a few times to their former store and the new store, just for a few bits of metalworking gear. I've been treated well and my questions answered.
But we do live in an age of miracles. There are a number of other stores which I've entered and immediately become invisible.

[dazzler]

The sad thing is that none of these business' seem to have a system.

Poor management is too blame sadly

cheers


dazzler

[Bodgy]

Spot on Dazzler, but how hard is it?

Answer: Not very.

It all starts at the top. These HAFCO guys probably just get a wage, so couldn't give a stuff if they sell anything. Secondly, the senior management must be incompetent or lazy (or both) not to know how their staff are behaving.

It's ironic, that if this business ever goes down the tubes - entirely thru their own incompetence and/or laziness, we'll all bemoan the death of a woodworking icon. Been around 100 years etc.

According to the preceding posts, they have not only lost a number of on-going customers (that we know of, probably hundreds more), but also by my reckoning over $20K plus probably over $150K from the ones we don't know about.

Thats enough margin to employ a keen customer service rep, charged with ensuring the subject of these posts stops.

Not so difficult, is it Messrs fat, lazy and complacent Hare/Forbes?

What do they say, 1st generation makes it, 2nd consolidates and 3rd blows it. Look at Packer and Murdoch, 3rd generation in action.

[Chesand]

There are two basic rules for retailing
1 Any business is only as good as its management/manager.
2. When customers stop coming through the door, the owner does not have
a business, and the employees do not have a job.
It is really that simple

[Exador]

Spot on Dazzler, but how hard is it?

Answer: Not very.

It all starts at the top. These HAFCO guys probably just get a wage, so couldn't give a stuff if they sell anything. Secondly, the senior management must be incompetent or lazy (or both) not to know how their staff are behaving.

Well, they have no excuse now, I sent them a link to the thread and told them what was being discussed. I do hope they can lift their game, Carbatec and Gregory's are much further away and Gary Pye may as well be in another state as far as my having the time to get there is concerned.

[sea dragon]

Guys(in the gender neutral sense), we have had two elements to this thread, a boquet and a brickbat.
I hope the thread is read by reps of both stores, to praise the Vietnamese staff member and to see if the H & F staff can follow the exortation of the Duke of Edinborough from a few years ago, namely "extractum digitas" (no translation required). Will we see their reaction? I hope so.
One friend is still so peeved by the lack of attention he had from Carbotech Brisbane, he is still telling all and sundry, four years later. They had not even responded to his email of complaint. On his reckoning, he has cost them in excess of $200,000 in lost sales.
This has also inspired me to attempt to find a purported real letter banning people from a US store...the husband succeeded in getting up their nose with some delightful antics that might be practiced against BAD stores and their staff. I will post it as a joke, "Store- nil; Husband-won", hopefully it will amuse and be emulated.

[Exador]

Hi all,
As I said earlier, I contacted Hafco to let them know of the issues and to their credit, received a very prompt response from their Sales Manager, Matt Hare. he has consented, so I have reproduced the email here, minus his contact details, but he has told me that if anyone wants to contact him, I am welcome to pass those details on. I can confirm that a rocket has been launched into the Brisbane store at least, if the attentive staff there this afternoon are any guide. Well done Hafco.

This is Matt's email:
"Craig

Thank you for taking the time to email in regards to the thread from the wood working forums.

Several of the other members have also anonymously alerted us of this thread & about their disappointment in the service standards by our stores, we appreciate this information as negative feed back often passes quickly but sometimes does not make it to us so we take it very seriously as we have built our business on offering great service.

All of our branch managers have been made aware of the forum correspondence & as I type this email we are taking steps to ensure this becomes a thing of the past & we hope that you would be happy to visit our store again."

[Wood Butcher]

Blackwoods in Canberra were famous for that sort of service or lack of.
Cheers
Barry

Blackwoods in Brisbane are notorious for it.

[Iain]

My primary concern was if I made enough noise I would probably gain someones attention, however, if I have a problem with a product, what level of after sales service can I expect.
The lack of service, including the less hirstute character who actually stared at me while placing paper in a drawer within a metre of me, has me doubting any level of after sales service.
Hafco are free to PM me if they have any concerns.
At the moment I am in the market for a tube bending machine, although HAFCO are closest to me, they are certainly not (now) on the top of my list.

[dazzler]

Well done HAFCO:D

[Bodgy]

All credit to Craig for responding, lets hope he can 'maintain the rage' with his counter hoppers.

[Groggy]

I'm glad to see HAFCO respond for a few reasons. First it shows they will do something to improve. Second, it demonstrates the "power" this forum can have (which should be used very carefully), and third, WW businesses are good for "us", if they go away we are stuck with the Green Borg and I think that may push me over to being a metalworker.

Thanks for responding HAFCO, good luck.

[jow104]

Iain. what do you want that bit of bent pipe for?

I suspect your problem stores will not now open Wednesday mornings until 10 am because of staff training:) , so you are going to get even less service:D

[Lignum]

Do you realy think their reponse will make a difference? I got a ticket for tomorrows lotto and im going to give work up in a few weeks;) I went to Hafco (Dandi) 18months ago for the first and last time. Heard it all before:rolleyes:

[craigb]

Well as one who has never bought anything from H&F I feel I'm eminently qualified to comment :rolleyes:

A person in authority has said that they've taken the whinge on board and they'll try and fix it. What else do you want for heaven's sake :confused: :rolleyes:

Give them a month or so.

As the cliche goes: "The proof of the pudding is in the eating"

[Lignum]

Bad service is inbred in the staff, simple as that. A pep talk will work for a few weeks then they will be back to the same old slack service that everyone winges about all the time. This has been an ongoing prob in Dandi for ages and i bet in 12 months it will be talked about here again.

[Flowboy]

Hi all,

I'd like to add my two cents please.
Most of you know I think, that I won't stand bad service or incorrect information. One of my favourites is to wear really sloppy clothes and go to Encel, with $3K in my pocket, wait till they direct me to the cheapies and tell the show the manager what he just missed out on.
We are not without power in these situations. Many of the people working in these stores have no real idea what the stuff they sell is used for. I have found that complimenting them on their recommendation and showing them what you did with it gives them a sense of worth and value and they will not forget you next time. If you do get good service say it up front, you'll earn respect that other people will not.
Pass this recognition on to higher authorities so that it filters down. People at the coal face rarely receive recognition. The other side of this is that when you do complain, people also take more notice s they value your opinion.

Regards and stepping off the soapbox,

Rob

[Exador]

Blackwoods in Brisbane are notorious for it.

They're owned by Wesfarmers, what do you expect?

[Exador]

Just a comment to all the knockers who are still whinging that "nothing will change": hafco management have responded very promptly and I believe very responsibly to a problem when it was raised. I wouldn't have even mentioned it to them if it had not been a sufficiently widely commented-on issue, but as it is, and as they've done the right thing, how about giving them a chance at fixing it and if it all goes to s*** in a few weeks, well give them the @rse for good. I reckon they deserve quite a few points for acknowledging that this problem exists. Could you imagine the response from Bunnings?

There's also something to be learned from the letter that Matt Hare sent me, I think: if you're going to make a complaint, have the guts to put your name on it and stand behind your words. As he said, he had resceived several anonymous complaints, but I can tell you that there was a definite fire under the bums of the staff after my signed one. Hardly surprising, I tend to give unattributed information very little credence as well.

[Iain]

Dandenong has only been there for just over a week, prior to this they were in Clayton.
I dealt with them about three years ago and the service was excellent.
What really got up my nostril was the fact that staff, male and female, just sat at desks, looked at me and with an air of 'couldn't really give a stuff' went casually back to what they were doing, which wasn't a great deal.
Had they have been flat out organising stock from the move and running around like headless chooks I could understand, but, it struck me as nothing short of couldn't really give a toss, roll on pay day.

[Exador]

Hi all,
If you do get good service say it up front, you'll earn respect that other people will not.
Pass this recognition on to higher authorities so that it filters down. People at the coal face rarely receive recognition. The other side of this is that when you do complain, people also take more notice s they value your opinion.

Rob
Dead right Bob.Staff can only assist you properly if you allow yourself to be assisted and in any business product and use knowledge is often a learning curve. Even a tradesman will lose touch if he's stuck behind a store counter for a few years, so feedback can only help.

[Sturdee]

In Melbourne the company used to be Heerless Machinery before it was taken over by Hares & Forbes. Before this takeover they dealt in industrial machinery and going on the space allocated to that part of the business when they were in Clayton this must still be the major part of their business.

No doubt their staff has more expertise in that part and not enough customer relations know how and/or attitude. I hope that changes as a result of the rocket that is going to be put under them.


But having said that, over the years I have bought a disk sander, jointer and bandsaw from them and each time I have received excellent service and prices. May be I was lucky.


Peter.

[ernknot]

All these hardware / tool stores should have some type of "customer satisfaction" form which goes directly to the guy in charge. As was said, you got to put your name to it or there will be little action. I always have a laugh when in a hotel they have these forms to fill out. They achieve nothing because they are picked up by the chamber maid and finish up in the bin. Unless there is an address to mail a complaint to, preferably the GM or CEO, not much will improve.

[Buzzer]

If service improves I look forward to re-visiting H&F sometime in the near future. They have a large range of good product imho.

What I hope, is that we get action and not just lip service.....

Cheers.