i think i've upset my local stihl dealer

[Steve Bullman]

I don't forgive bad attitude, the rest I can work around given time

 

Again....we hear a lot about the 'bad attitudes' of dealers, but what about the bad attitude of customers?

I've witnessed first hand the way some customers talk to shop staff, with an attitude that the staff are there to service their needs regardless of how they talk to them.

I've even had emails come through to me after dealers have read members posts slagging them off, and then filled me in with the facts that the posters had ommitted.

One particular time springs to mind when someone came on here slating a company over a pair of trousers...I forget the ins and outs....but a phone call came through about 20 minutes later from the dealer in question telling me that the guy had an overdue account of around £2000......and he had the audacity to whinge about them on a public forum

[Daniël Bos]

Surely the warranty is something you purchase when you buy the tool.

It's not an agreement with the vendor, but with the manufacturer. They then have agreements with their dealers to honour their end of the bargain and they get paid for doing so.

Where or who from you bought the saw should make no difference at all.

[Honey Bros]

At HB our workshop runs a numerical 'Job Log' and each machine is booked in as it comes in. Machines are put on the bench in the same order, no matter if they are warranty, from another dealer or a 'mates mate'.

 

Just wanted to make that clear.

[Steve Bullman]

At HB our workshop runs a numerical 'Job Log' and each machine is booked in as it comes in. Machines are put on the bench in the same order, no matter if they are warranty, from another dealer or a 'mates mate'.

 

Just wanted to make that clear.

 

Thats fair enough, and how it should work.....but I suspect if a good customer came in who had bought the saw from you and needed a quick fix there and then so he could get back to work you'd do your best to help him out if you could?

[Honey Bros]

Absolutely! We solve many problems on the shop counter, established customers and the 'Joe Public' who can't start the saw as they have flooded it or have put the chain on back to front etc.

 

If we can't solve it on the counter, which we do not charge labour for, then it's 'booked in' and establishes itself in the queue.

[mendiplogs]

Absolutely! We solve many problems on the shop counter, established customers and the 'Joe Public' who can't start the saw as they have flooded it or have put the chain on back to front etc.

 

If we can't solve it on the counter, which we do not charge labour for, then it's 'booked in' and establishes itself in the queue.

 

HI TOMMER well thats good mate:thumbup1: my mrs is a shop manger so i no how some customers can thanks jon

[NFG]

Hear what you are saying Steve. What do you think the answer is?

 

We can't turn back time and 'un-invent' the internet.

 

What makes a customer purchase from a particular dealer?

• location?
  
• price?
  
• attitude?
  
• stock?
  

 

There are 2 things that finalise a buying decision:

 

1. The price is right

2. It makes sense

 

Bourne out by the fact I bought my MacBook Pro from Dixons (they send a shudder down my spine as retailers go) because it was reduced by £175 & fantastic deal. Now that dosnt mean to say Im going to get told to Foxtrot Oscar when I take it into a different Apple dealer for service? (run like a dream for 3 years, so unlikely)

 

Yes, I appreciate the dealer loyalty, but sometimes you just want it sorted, fixed, replaced, repaired above all working & if you get good service then youre going to think Ill use them again.

 

All Mr Richard Cranium did was shoot a hole in the foot of his employer because he chose to stay the party line as opposed to allow his colleague to assist & potentially win a customer.

 

 

N

[GardenKit]

I am currently dealing with a recall campaign on Tanaka brush cutters, It involves fitting a new exhaust and cover.

 

I ensure that I leave whatever I may be doing when the customer brings the machine in (following our letter to him) and do the work whilst he waits. Its only a 10 minute job, but I do not want to inconvenience the customer any more than needed.

Being a small business i have the flexibility to do this and the customers love it.

 

I guess it would be more difficult for a larger firm to do this.

[Wood wasp]

I can see both sides of story and Steve B makes excellent point re different perceptions of same conversation.

 

I'm bit of a part time cutter and recently bought a saw from one of major online dealers for first time as was attracted by price, bought it on a whim during Christmas holidays so local dealer never had a chance to quote. Great communication from the online guys but was still two weeks after they reopened that I received saw…. The wrong saw!!!!

 

While waiting on hearing how this would be resolved I contacted local dealer just to see what price he could have done compared to internet, £25 dearer but he'd change the sprocket to spec I requested and set up saw so I could walk out door and cut. Also got some excellent advice re oils (to detriment of his sales) which will save me a few quid.

 

So I bought saw from him and will also buy a 550xpg next month also. To my mind everyone's a winner - I've supported local dealer and got better service, he's done best price he can and gained two saw sales

 

* I should add online dealer is resolving wrong saw cockup asap and also made gesture to cover inconvenience

Edited January 18, 2014 by Wood wasp

[teepeeat]

And you're basing all of this on one persons side of a story. Not suggesting that the op isn't telling the truth, but I've been around long enough to know not to jump to conclusions based on 1 persons interpretation/perception of events.....something all would do well to keep in mind

 

fair comment Steve