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  1. #1
    Join Date
    Aug 2002
    Location
    Melbourne, Victoria
    Posts
    268

    Thumbs up Customer Service

    Just a quick note, as it is really justified, and they deserve acknowledgement.

    Thanks & congratulations to The Tool Centre in Carrum Downs for your customer service.

    I bought what was meant to be a highly accurate, engineering square the other day, which when I tested it, was disappointed that it was badly out.

    Took it back (with receipt), and at the same time picked up a router bit that I wanted, a woodworking mag and another item, and went to get the refund and pay the difference (the refund was about $20, and the items I had chosen came to about $70.)

    I was then told that because of the hassle, and that I had to come back to the shop that we were "even" and I didn't have to pay a thing! (Oh, and at no stage did they even suggest, imply etc that the inaccuracy in the square was my fault, nor did they even bother to test my claim- they took me at my word).

    Guess I'll definitely be shopping there again.

    Anyone else looking for some decent service, this is one place you'll find it
    "Clear, Ease Springs"
    www.Stu's Shed.com


  2. #2
    Join Date
    Nov 2003
    Location
    Highgate Hill, Brisbane
    Age
    58
    Posts
    12

    Default

    Hi Stuart,

    It does the soul good to hear that there are companies out there serious about customer service.

    I have had some really sub-standard experiences in QLD dealing with the "regulars" (do you have any idea how hard it is to find pumice in Southern Queensland?).

    How does the tool centre feel about supplying interstate?

    Cheers,

    Al.

  3. #3
    Join Date
    Aug 2002
    Location
    Boyne Island, Queensland
    Age
    52
    Posts
    176

    Default

    $50.00 worth of free goods on your second visit (which you would have made anyway), sounds more like a charity than a business.

  4. #4
    Join Date
    Aug 2002
    Location
    Melbourne, Victoria
    Posts
    268

    Default

    I was a bit stunned. Will definitely shop there again though!
    "Clear, Ease Springs"
    www.Stu's Shed.com


  5. #5
    Join Date
    Oct 2002
    Location
    Brisbane, QLD, Australia
    Age
    47
    Posts
    0

    Default

    What's $50 given away (which is probably only a $30 loss to them on wholesale) when Stu is now likely to spend hundreds back there over the next 12 months!

    A little loss here and there makes for big gains down the track.. Plus, that $30 "loss" just earnt them a huge wrap on this forum, and possibly many more potential customers. It pays to give good service
    How much wood could the woodchuck chuck if the woodchuck could chuck wood?

  6. #6
    Join Date
    Aug 2002
    Location
    Boyne Island, Queensland
    Age
    52
    Posts
    176

    Default

    Fair enough, although I'm wondering if this is real customer service or marketing. Is there a difference?

  7. #7
    Join Date
    Jan 2003
    Location
    Osaka
    Posts
    346

    Default

    Dan,

    Ask yourself this:

    What is the purpose of customer service?

    What is the purpose of marketing?


    Do they not both desire to achieve the same objective?
    Semtex fixes all

  8. #8
    Join Date
    Aug 2002
    Location
    Melbourne, Victoria
    Posts
    268

    Thumbs up

    Fair enough, although I'm wondering if this is real customer service or marketing. Is there a difference?
    Absolutely. The shop in question had absolutely no idea at the time (and still doesn't) that I have any involvement with this board, or a woodworking club, or would even mention this to anyone. If they did, you could argue that it was a good marketing ploy.

    However, as they did not, then it refects a genuine desire to provide good customer service, ensuring that I came away with an overall positive experience of the service, despite a setback caused by a faulty item. The fact that I was so impressed that I bothered to publicise the fact is a bonus to them.
    "Clear, Ease Springs"
    www.Stu's Shed.com


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