Bob Marino
Member
- Joined
- Jan 16, 2007
- Messages
- 3,263
Hey Guys,
I have been a participating Festool dealer in their reconditioned tool program each and every time they have run one. The recon programs have always been a win-win for the dealers, Festool and most importantly, the customers. It allowed those who already had Festool tools to fill out their arsenal, as well as allow the guys who plain can't afford the Festool tools at full retail price, to buy a Festool sander and vacuum that won't spread dust all over his shop.
As with these sales, timing is critical, BUT THIS SALE IS DIFFERENT, since the prices are all at an unheard (for Festool) 40% discount. This has lead to a very, very high call load as soon as new tools are added. As such, unlike in recon sales past, this high call load has lead to tens or more likely, hundreds of customers calling for the same items at the same time; wink and its gone.
Timing is everything and like all recon tool sales, the ordering system requires a dealer to be right there, computer keyboard in one hand, phone in the other, to take their customer's orders and key it into Festool's system. I have looked unsuccessfully at other options, including having to pay the web guys who run my web's platform to allow direct ordering from my site into Festool's ordering system (as you would a new tool) but it looks like it would not be ready in time to be of use in this current sale.
So, it is quite evident to all - or maybe not quite all, that this current system of having customers wait until the list is updated and then make a mad dash to call their dealer of choice and having to wait until that dealer has finished with the call he is currently on and perhaps the next 5 calls coming, rather than simply having the customer order directly from Festool, isn't the best way to sell these tools. It's inefficient, archaic, indefensible, senseless and worst of all unnecessary. 'Nuff said about that.
In the last few days, since I had prior professional commitments, I had most of my orders covered by one of my associates, but today I was caught quite unaware when the tools started populating the field at 11:30 am instead of 1:30 pm, as I was expecting and planned for. A problem arose as I was tending to other chores and commitments and was simply in no position (literally) to respond quickly and take my customer's orders. Same thing happened later in the pm when more tools began to repopulate the list; my customers called and recalled and I had to text that I was unable to take their call/order soon enough and please try another dealer. I don't think there are many things more frustrating then having built your business on (hopefully) good customer service, than to ask your customers to buy elsewhere because you are not in front of a computer at that moment.
Looking at my upcoming schedule for the next few weeks I see I have some things that need to be done at specific times - PT, handling some family issues, my mom's health - she's ok, but in a nursing home, my daughter' marching band and doctor's appointments, you know they call it "life". And at those times, I can not be available for my customers to order the tools in a timely enough manner to ensure they get' em. I pride myself on accessibility - and few, if any dealers are more accessible. My business phone is not an office phone, its my cell phone, which I always have at my side or in my pocket. I keep loooooooooong hours - it is now after 12am and I am literally taking recon orders in between writing this post, so it's not the long hours, but the not being available at the correct times for my customers for this sale that is my concern. I do not want my customers to call me when I am unable to respond, waste their time and likely lose that tool. Another point to mention is that I hate having to place orders so quickly that the customers may and many do, feel rushed. That's simply not the way I have grown my business, nor the way I will run my business.
So after lots of thought and consideration and with very deep regret, effective Saturday midnight, October 25, I will no longer be participating as a dealer in Festool's Recondition Tool Program. I am fully open Friday and Saturday. The good news is that there are plenty of excellent dealers still participating and are at the ready to take your Recon tool orders.
Lastly, I would wish to thank my many customers, both old and new, for their loyalty and support - as well as their patience when the phone line was buzzin' for quite a while and also when the few mistakes were made (which will be corrected) and a huge shout out to one of Festool's best assets - Shane Holland, for all his help and support all they way through the bumps in this sale and what the heck, for being an tireless workhorse, great guy - who many times does not get the credit he so very deeply deserves.
Bob
I have been a participating Festool dealer in their reconditioned tool program each and every time they have run one. The recon programs have always been a win-win for the dealers, Festool and most importantly, the customers. It allowed those who already had Festool tools to fill out their arsenal, as well as allow the guys who plain can't afford the Festool tools at full retail price, to buy a Festool sander and vacuum that won't spread dust all over his shop.
As with these sales, timing is critical, BUT THIS SALE IS DIFFERENT, since the prices are all at an unheard (for Festool) 40% discount. This has lead to a very, very high call load as soon as new tools are added. As such, unlike in recon sales past, this high call load has lead to tens or more likely, hundreds of customers calling for the same items at the same time; wink and its gone.
Timing is everything and like all recon tool sales, the ordering system requires a dealer to be right there, computer keyboard in one hand, phone in the other, to take their customer's orders and key it into Festool's system. I have looked unsuccessfully at other options, including having to pay the web guys who run my web's platform to allow direct ordering from my site into Festool's ordering system (as you would a new tool) but it looks like it would not be ready in time to be of use in this current sale.
So, it is quite evident to all - or maybe not quite all, that this current system of having customers wait until the list is updated and then make a mad dash to call their dealer of choice and having to wait until that dealer has finished with the call he is currently on and perhaps the next 5 calls coming, rather than simply having the customer order directly from Festool, isn't the best way to sell these tools. It's inefficient, archaic, indefensible, senseless and worst of all unnecessary. 'Nuff said about that.
In the last few days, since I had prior professional commitments, I had most of my orders covered by one of my associates, but today I was caught quite unaware when the tools started populating the field at 11:30 am instead of 1:30 pm, as I was expecting and planned for. A problem arose as I was tending to other chores and commitments and was simply in no position (literally) to respond quickly and take my customer's orders. Same thing happened later in the pm when more tools began to repopulate the list; my customers called and recalled and I had to text that I was unable to take their call/order soon enough and please try another dealer. I don't think there are many things more frustrating then having built your business on (hopefully) good customer service, than to ask your customers to buy elsewhere because you are not in front of a computer at that moment.
Looking at my upcoming schedule for the next few weeks I see I have some things that need to be done at specific times - PT, handling some family issues, my mom's health - she's ok, but in a nursing home, my daughter' marching band and doctor's appointments, you know they call it "life". And at those times, I can not be available for my customers to order the tools in a timely enough manner to ensure they get' em. I pride myself on accessibility - and few, if any dealers are more accessible. My business phone is not an office phone, its my cell phone, which I always have at my side or in my pocket. I keep loooooooooong hours - it is now after 12am and I am literally taking recon orders in between writing this post, so it's not the long hours, but the not being available at the correct times for my customers for this sale that is my concern. I do not want my customers to call me when I am unable to respond, waste their time and likely lose that tool. Another point to mention is that I hate having to place orders so quickly that the customers may and many do, feel rushed. That's simply not the way I have grown my business, nor the way I will run my business.
So after lots of thought and consideration and with very deep regret, effective Saturday midnight, October 25, I will no longer be participating as a dealer in Festool's Recondition Tool Program. I am fully open Friday and Saturday. The good news is that there are plenty of excellent dealers still participating and are at the ready to take your Recon tool orders.
Lastly, I would wish to thank my many customers, both old and new, for their loyalty and support - as well as their patience when the phone line was buzzin' for quite a while and also when the few mistakes were made (which will be corrected) and a huge shout out to one of Festool's best assets - Shane Holland, for all his help and support all they way through the bumps in this sale and what the heck, for being an tireless workhorse, great guy - who many times does not get the credit he so very deeply deserves.
Bob
