Shane rules

[PA floor guy]

I've had the opportunity to talk with Shane a little bit. I had a question about something, and not only did he answer my question, but he blew me away with his customer service skills.  I'm not gonna hit on specifics, but Shane went above and beyond to help me with my small issue.  I told him that working for festool would be a dream job, but after thinking about it, festool is lucky to have him.  and employees like him, and also the unreal service dept, that's what makes festool- festool.  A top notch awesome make of tool.  In which I'm completely obsessed with.  Thanks again shane, and if anyone in festool management is ready this.  Shane deserves a raise.  Lol.      Sam

 

[Bob Marino]

 Agree 100%. I've  know Shane for a while and met him a few times. What you see here on the FOG, is only a part of what he does. He's indefatigable and knows his...stuff. I've emailed and spoken with him at midnight and I'm amazed that he's up and responding at these hours.

Phew, I'm just glad he's where he is and no longer my competitor.

 McF.......''s, loss; our gain.

Bob

 

[SittingElf]

Hey Bob,

Glad you all had the 35 jigsaw assortment in stock!  Looking forward to trying them all out on my PSC420!

Cheers,

Frank

 

[rnt80]

+1 on this.  The handful of times I've had issues Shane has responded promptly and gone beyond my expectations.  He deserves all the accolades that are thrown at him.

 

[peter halle]

Shane is pretty humble, but he enjoys accolades being tossed at him better than tomatoes  [eek].

Peter

 

[Administrator_JSVN]

I appreciate the kind words.  [embarassed]

I suspect your experience would be equally as good dealing with any of my colleagues. I'm just one member of a great team, which includes some very dedicated dealers too.

I just try to put myself in your shoes when helping a customer. Pretty simple.

But it's good to hear that my efforts make a difference and leave a good impression of what Festool is all about.

Shane

 

[rnt80]

Shane is pretty humble, but he enjoys accolades being tossed at him better than tomatoes  [eek].

Peter

If I ever make it back through Indiana I'll try the tomatoes first!

 

[sancho57]

Hes helped me a number of times to.

Awesome customer service

 

[neth27]

He even helps people out in the uk ... He sorted my Kapex problems out  [big grin]

John..

 

[Kev]

He even helps people out in the uk ... He sorted my Kapex problems out  [big grin]

John..

.. and Oz.

They should sent him off on a world wide meet and greet [big grin]

 

[flair woodworks]

They should sent him off on a world wide meet and greet [big grin]

Perhaps this is the starting of a new reality show...

 

[Administrator_JSVN]

Ha! Don't know that I've quite hit celebrity status.

Although, I will be in Germany on Friday for a week. So, if anyone there wants an autograph, let me know.  [blink]

 

[Bob Marino]

Ha! Don't know that I've quite hit celebrity status.

Although, I will be in Germany on Friday for a week. So, if anyone there wants an autograph, let me know.  [blink]

Hey Shane,

You can hold off on the autographs for me -emails are fine, but do tell Christian O I said hi.

Bob

 

[flair woodworks]

Ha! Don't know that I've quite hit celebrity status.

Modest indeed!  How many people do you think Norm Abram asks to have a photo taken with? 

 

[Steve248]

This is the advantage of buying from a company that does not sell on price. Because they make the best and charge a premium they can afford to offer fantastic customer service. I hope this takes nothing from Shane, he is obviously great at his job.

However, if you buy a cheap tool you will not get any customer service because they have no margin to pay for great staff, they struggle to even offer an accurate manual.

This is why I like to buy the best... Partly because you rarely need customer service but if you do, it is there.

I was involved for a number of years in a business that sold on price and we literally had no money to look after our customers properly. This is the way retail has gone, with no price fixing of any kind allowed and customers able to check for the best prices in seconds, retailers margins have never been smaller, as a result, they struggle to afford to offer service of yesteryear, but some try very hard...

A few companies like Festool do it the right way, make the product much better, customer is happy to pay a premium, in return they offer the best in every way...