Woodcraft as a Festool dealer

Sam and Larry's in St. Louis (only one store) also seem to be sub par in the customer service department...and not just in the Festool dept. but overall. Latest example...their only stain brand which is general finishes...is half out of stock every time I stop in there. Their festool display is about the same way...actually without much effort I think I could beat their display with just my personal tools. Their national competitor that is "mineral" based has full stock on both, albeit slightly more expensive, on the stain. Both of which is 40 minutes away without traffic. I have since switched to ordering most everything from a local independent dealer that while they don't have full stock has almost everything shipped to me in a day or two(if they don't have it), tax free I might add, unless the infamously bankrupt state I call home decides to come after me. It's quite nice not having to actually deal with people that know almost nothing about festool "try" to "help" me with a purchase. Rant over...;)
 
The two Woodcraft franchises in the general Northern Virginia area are owned by the same folks.  The Leesburg store is generally decently stocked and staffed by mostly knowledgeable folks.  Their stock of Festools is not the best, and the staff don't usually know the product line well.  The Springfield store has seemingly far less knowledgeable staff, and some of the Festool stuff on display was set up wrong and missing parts, last time I was there.  Both stores are hampered by Woodcraft's bulk ordering policies.  If I go to a store looking for an X widget and it's not in stock, there's at least a ten day wait period and yet another 15 mile trip to the store, plus I get the dubious privilege of contributing to the state graft fund.  On the other hand, I can get on the web, place an order on Monday, and usually be using the widget on Friday afternoon, with no wasted gas or time in two trips, never mind paying into the state graft fund to pay for no services rendered.  It seems to me that the problem is, as many have mentioned, disinterested franchise ownership compounded by corporate policies, both of which are ultimately affecting the company and franchise owners income.  Woodcraft, are you listening??? 

 
Let's be realistic in your expectations.  I work part-time in one of the few remaining woodworking stores in our state.  I will not say the name and wether or not it is Woodcraft.  Our state has lost 3 of the 4 Woodcraft franchises in the last 12 to 18 months.  There were 2 of us (myself being one) with very good Festool knowledge in the store where I work.  The other gentleman retired a month ago, but fortunately we have another individual coming on strong.  Is it realistic to consider that in-depth Festool knowledge can be on-site  7 days a week for the 10 to 14 hours you are open?  I do not think so in a business with 8,000 to 12,000 sku's covering a wide variety of products and technologies.

Make your life easier by calling the store and asking who you should pair up with for in-depth Festool service.  Odds are the in-store Festool lover has drank more of the Green KoolAid than Brice or Half-Inch-Shy and will go to great length to try to accomodate you.  I have had customers call me at home when I am  not on anyones' nickel and I usually do not mind. 

Regarding the issue of "4 old men" talking to themselves --- did anyone greet you when you came in?  They might actually have been having a serious business-related discussion at the kiosk.  I spend alot of time sharing info with my fellow peers and learning from them.  Maybe they were just shooting the bull -- who knows -- you may have a legitimate gripe?  Good manager's such as ours are insistent that we greet customers and that we keep offering our services throughout the customer's stay. How can you kill this???  Say "No thanks, I just want to look around" and then go away mad because you failed to seek out a rep when you did have a question.  We try to respect the request to "look around" by letting them do that to an extent, but I still try to nip at their heels.  We are not trying to be pests.  Remember we have to be out there as part of the duties in the "Loss Prevention Department".  Just don't go away complaining about no service when you leave and go off pouting.  Rather --- be PROACTIVE.  Walk up to the kiosk and say something like "OK, which one you old stiffs (or other term that is more humorous -- e.g "wise young men") is going to try to sell me something?".  If you are still unhappy, call the manager and complain, or better yet, call the home office or drop them an email. 

Be a customer who "pushes the buttons".  Support your local stores or they will not be there.  They will not be employing your neighbors, paying state taxes, etc.  Remember that most of our state governments and local governments use small business as tax collectors.  If you don't believe that, try getting into small business yourself.  Where do you think the roads and schools come from?

Regarding that "low-blow" on the 50 year-olds being folks who could not find anything else to do --- let me tell you who is in our ranks:  1.  A retired Chrysler plant employee with a high school education who taught every engineer in the Chrylser plant how to use AutoCad and has an extensive in-depth knowledge of metal working and machine tool processes, 2.  A retired manager in a Delco-Remy GM factory who is extremely knowlegeable in many processes,  3. A retired Ph.D. from a life-sciences based company with extensive woodworking knowlege, 4.  A retired machine tool salesman who started out of college as an industrial arts instructor, 5.  an Air Force veteran who ran a refinishing shop and recently returned to his home area where he grew up.  6 and 7 -- Two graduates of Furniture Design programs at a university that is nationally known for its programs. They will move on  when the economy straightens out, 8.  Recently retired from our ranks is a gentleman who retired from ATT many years ago as a phone designer (the artistic cases) when those were made in the US.  None of these folks are drifters without purpose in life and are here because they want to be.  They all love woodworking.
 
Great perspective, RD Muller, thanks for sharing that. Its really refreshing for any of us to enter a tool (or really any) store, and talk with passionate and knowledgeable staff.
 
I travel a great deal for business and have frequented Woodcraft stores in Dallas, Ft Worth, Houston, Kansas City, Minniapolis, Tulsa and several others and have had nothing but good experience with them. Also, bough a good bit online and have dealt with their customer srvice and never a problem.

Jack
 
I can see how its hard to get good "service" in the form of experience and detailed knowledge.  I usually know more than the employees at my local woodcraft when it comes to Festool.....but the store owner is well versed and willing to do whatever it takes to make me happy so I talk with him.

After the JLC show in Portland last week I stopped by the local Woodcrafters( www.woodcrafters.us ) and was very impressed with there store and employees.  Hopefully more stores like that will gain around the country.....especially the northwest!
 
Festool is some spendy tools. Most of us have taken that concept in stride before we even touched one for the first time. When we finally get to go buy one, we got our 'buzz' on. We are excited for the finally (can afford or have the project need) or by it's urgency (job requires it for new or repair or replacement). This is a side effect of the kool-aid  [big grin]

When making the actual purchase we have to deal with a completely different mindset entirely. What we now face is just a store. We can go on for days about how `they carry Festool, therefor should be tool gods!`. Reality tells me that in the end, they're just a store, really. It can also possibly be added that there is a lot of tire kicking going on in these store's Festool section. I would love to know the ratio of droolers vs. buyers. It may be a driving force behind salesman enthusiasm, or lack thereof, in that section of the store. Unless their product line is exclusively Festool like some of our online retailers, as said up-thread too much product going on in-store.

To give a different example, TrueValue brand hardware stores. Most of us here in the states have been in 1 or 2 or 30 in our lifetime. In my opinion they are just a store, really not that much different that a CVS or a Walgreens, but having a product line towards hardware type stuff. Most, in my experience, are staffed enough to help you find something. Product knowledge on the other hand, is a black hole.

There is one in my area (60 miles away) that has been consistently stellar with regard to quality of service. I can stuff a broken part or a crazy fastener in the hand of a snot-nosed kid, who can't be able to work more than the 20 hours/week that his papers will allow and (s)he will lead me either right to it or right to the person who does know what it is and where to find it. Nothing is vague at this store. The staff either KNOWS what it is and where to find it or they KNOW that they do not carry it and knows who does. ALWAYS.

If I have the odd ball need and I am forced to ask myself the question: "will the borg carry this". I accept the answer as no and go to this particular TrueValue. Pity they don't carry Festool!  :'(

I guess that in the end what I am trying to say is, "find your store". Just because they have a sign in that window that says Festool, remember that there is usually a bigger sign over the door. In my TrueValue example, it is the name of the owner that has the biggest sign..... and it shows!
 
My local Moodcraft is owned and operated by a husband and wife. They are both asian and speak with a heavy accent.

With that being said, I didnt go there very often beside them being a little farther away then my normal supplier because I mistook that accent etc for a lack of knowledge and support.

I was wrong. Since I made the discovery that they are very knowledgable in festools They are my 2nd brick and mortar I buy my stuff at. I still go to my #1 supplier but I frequent the woodcraft a lot more. Ive purchases a good selection of my tools there and ive gottten the support I needed when I needed it.

Rockler on the other hand, i wouldnt give you 2 cents and a hersey bar for them. Very poor customer service and a lack of knowledge when dealing with festools. I avoid them like the plague.
 
RDMuller said:
Let's be realistic in your expectations.  I work part-time in one of the few remaining woodworking stores in our state.  I will not say the name and wether or not it is Woodcraft.  Our state has lost 3 of the 4 Woodcraft franchises in the last 12 to 18 months.  There were 2 of us (myself being one) with very good Festool knowledge in the store where I work.  The other gentleman retired a month ago, but fortunately we have another individual coming on strong.  Is it realistic to consider that in-depth Festool knowledge can be on-site  7 days a week for the 10 to 14 hours you are open?  I do not think so in a business with 8,000 to 12,000 sku's covering a wide variety of products and technologies.

Make your life easier by calling the store and asking who you should pair up with for in-depth Festool service.  Odds are the in-store Festool lover has drank more of the Green KoolAid than Brice or Half-Inch-Shy and will go to great length to try to accomodate you.  I have had customers call me at home when I am  not on anyones' nickel and I usually do not mind. 

Regarding the issue of "4 old men" talking to themselves --- did anyone greet you when you came in?  They might actually have been having a serious business-related discussion at the kiosk.  I spend alot of time sharing info with my fellow peers and learning from them.  Maybe they were just shooting the bull -- who knows -- you may have a legitimate gripe?  Good manager's such as ours are insistent that we greet customers and that we keep offering our services throughout the customer's stay. How can you kill this???  Say "No thanks, I just want to look around" and then go away mad because you failed to seek out a rep when you did have a question.  We try to respect the request to "look around" by letting them do that to an extent, but I still try to nip at their heels.  We are not trying to be pests.  Remember we have to be out there as part of the duties in the "Loss Prevention Department".  Just don't go away complaining about no service when you leave and go off pouting.  Rather --- be PROACTIVE.  Walk up to the kiosk and say something like "OK, which one you old stiffs (or other term that is more humorous -- e.g "wise young men") is going to try to sell me something?".  If you are still unhappy, call the manager and complain, or better yet, call the home office or drop them an email. 

Be a customer who "pushes the buttons".  Support your local stores or they will not be there.  They will not be employing your neighbors, paying state taxes, etc.  Remember that most of our state governments and local governments use small business as tax collectors.  If you don't believe that, try getting into small business yourself.  Where do you think the roads and schools come from?

Regarding that "low-blow" on the 50 year-olds being folks who could not find anything else to do --- let me tell you who is in our ranks:  1.  A retired Chrysler plant employee with a high school education who taught every engineer in the Chrylser plant how to use AutoCad and has an extensive in-depth knowledge of metal working and machine tool processes, 2.  A retired manager in a Delco-Remy GM factory who is extremely knowlegeable in many processes,  3. A retired Ph.D. from a life-sciences based company with extensive woodworking knowlege, 4.  A retired machine tool salesman who started out of college as an industrial arts instructor, 5.  an Air Force veteran who ran a refinishing shop and recently returned to his home area where he grew up.  6 and 7 -- Two graduates of Furniture Design programs at a university that is nationally known for its programs. They will move on  when the economy straightens out, 8.  Recently retired from our ranks is a gentleman who retired from ATT many years ago as a phone designer (the artistic cases) when those were made in the US.  None of these folks are drifters without purpose in life and are here because they want to be.  They all love woodworking.
Click to expand...

Listen, I am not going to dive too deep into the rationale you posted here, other than saying rationalize much? My expectations are VERY realistic, trust me. I live on planet earth in America, where we work hard for our money. When I spend at this level, I expect simple things, sorry for being so demanding. but someone asking to help me when I am about to buy a $1300 saw isn't unrealistic is it? Honestly though, we have different views of how a retailer should serve it's customers. But to answer your questions about the 4 guys at the kiosk, they weren' t into a deep conversation that I could see. Let's not rationalize this to death..One of them was staring off into space most the 40 minutes I was in the Festool section. The other three seemed not to give a rats behind they had a customer in the store..In their premier tool section, spending some serious minutes looking. Enough on that, the fall-down there is obvious. And I wholeheartedly disagree it's in ANY way on me to engage people who are getting paid to serve customers. But thats quite a theory.

I agree with you though, about supporting stores. Store that deserve my hard-earned $$. To give the benefit of the doubt to Woodcraft, seems experiences with them are mixed, some positive, some not-seems very inconsistent. Which goes without saying that for any company operating under a singular name is a problem. But, my experiences with the Woodcrafts in my area have been mostly negative to put it nicely. And in my view, and this is probably my sole point here, do NOT seemed properly aligned with Festools' commitment to service. But yes, I will GLADLY send my money to those who are intellectually engaged in the products they are selling. Especially at the prices Festool commands. And happily redirect my money away from a retailer whos employees seem genuinely bitter about their lot in life. It's called speaking with your feet, and so far I have done it well since I have spent of $2k on Festool since this incident at Woodcraft, at another retailer...I feel REALLY good about that decision, especially since the buying experience was so positive elsewhere.
 
harry_ said:
Festool is some spendy tools. Most of us have taken that concept in stride before we even touched one for the first time. When we finally get to go buy one, we got our 'buzz' on. We are excited for the finally (can afford or have the project need) or by it's urgency (job requires it for new or repair or replacement). This is a side effect of the kool-aid  [big grin]

When making the actual purchase we have to deal with a completely different mindset entirely. What we now face is just a store. We can go on for days about how `they carry Festool, therefor should be tool gods!`. Reality tells me that in the end, they're just a store, really. It can also possibly be added that there is a lot of tire kicking going on in these store's Festool section. I would love to know the ratio of droolers vs. buyers. It may be a driving force behind salesman enthusiasm, or lack thereof, in that section of the store. Unless their product line is exclusively Festool like some of our online retailers, as said up-thread too much product going on in-store.

To give a different example, TrueValue brand hardware stores. Most of us here in the states have been in 1 or 2 or 30 in our lifetime. In my opinion they are just a store, really not that much different that a CVS or a Walgreens, but having a product line towards hardware type stuff. Most, in my experience, are staffed enough to help you find something. Product knowledge on the other hand, is a black hole.

There is one in my area (60 miles away) that has been consistently stellar with regard to quality of service. I can stuff a broken part or a crazy fastener in the hand of a snot-nosed kid, who can't be able to work more than the 20 hours/week that his papers will allow and (s)he will lead me either right to it or right to the person who does know what it is and where to find it. Nothing is vague at this store. The staff either KNOWS what it is and where to find it or they KNOW that they do not carry it and knows who does. ALWAYS.

If I have the odd ball need and I am forced to ask myself the question: "will the borg carry this". I accept the answer as no and go to this particular TrueValue. Pity they don't carry Festool!  :'(

I guess that in the end what I am trying to say is, "find your store". Just because they have a sign in that window that says Festool, remember that there is usually a bigger sign over the door. In my TrueValue example, it is the name of the owner that has the biggest sign..... and it shows!
Click to expand...

Exactly! Well said.
 
skids said:
I agree with you though, about supporting stores. Store that deserve my hard-earned $$. To give the benefit of the doubt to Woodcraft, seems experiences with them are mixed, some positive, some not-seems very inconsistent. Which goes without saying that for any company operating under a singular name is a problem. But, my experiences with the Woodcrafts in my area have been mostly negative to put it nicely. And in my view, and this is probably my sole point here, do NOT seemed properly aligned with Festools' commitment to service. But yes, I will GLADLY send my money to those who are intellectually engaged in the products they are selling. Especially at the prices Festool commands. And happily redirect my money away from a retailer whos employees seem genuinely bitter about their lot in life. It's called speaking with your feet, and so far I have done it well since I have spent of $2k on Festool since this incident at Woodcraft, at another retailer...I feel REALLY good about that decision, especially since the buying experience was so positive elsewhere.
Click to expand...

Couldn't agree more.  I prefer to speak with my wallet.  A store/business that stocks the items I seek, restocks frequently, and has a friendly, knowledgeable, responsive staff will get my ongoing sales.  Of the roughly $12,000 I've spent on Festool products and training in the last three years, Woodcraft has realized less than 4%. 

 
The Woodcraft in Delaware is the only full line Festool dealer anywhere near me.  They are great about buying stuff, knowledgeable about Festool and they have a good stock.  I will say though that the one time I returned something (not a festool) they weren't very nice about it.  They took it back without real issue, but they did give me some attitude about it.
 
At the end of the day, its about people.  Condemning a chain because of a bad experience is an emotional decision. 

When we are returning a product, its quite common to walk into a store already feeling defensive.  We can be super sensitive to the clerk's action's.  I see it quite often, the customer is tense but the clerk doesn't care.  Processing returns is part of the job. The clerk does it all the time, the customer doesn't. 

Imagine yourself approaching the manager of the local store and saying " I have some feedback on how you can serve customers even better ".  Posting a big rant about a retail store really serves no purpose other than to possibly " get even " ..  It's rarely the most direct line to a solution. 

End of the day, customers vote with their feet.  If this store really has crappy service, the market will eventually take care of it. 

 
Rickfisher said:
At the end of the day, its about people.  Condemning a chain because of a bad experience is an emotional decision. 

When we are returning a product, its quite common to walk into a store already feeling defensive.  We can be super sensitive to the clerk's action's.  I see it quite often, the customer is tense but the clerk doesn't care.  Processing returns is part of the job. The clerk does it all the time, the customer doesn't. 

Imagine yourself approaching the manager of the local store and saying " I have some feedback on how you can serve customers even better ".  Posting a big rant about a retail store really serves no purpose other than to possibly " get even " ..  It's rarely the most direct line to a solution. 

End of the day, customers vote with their feet.  If this store really has crappy service, the market will eventually take care of it. 
Click to expand...

Quite the implication here..I couldn't have cared less about the return, and there wasn't the slightest bit of defense on my part..I felt pretty good about it actually since, as I mentioned earlier in this thread, and you are conveniently overlooking, is that it was an EXCHANGE. Trust me, this is the stores fault at the end of the day. And what you see as an emotional rant, which your entitled to since perception is reality, is actually EXACTLY what you described above. Me approaching Festool to let them know it. And anyway, what makes you think I didn't run this through the proper channels at Woodcraft?

While I appreciate your view and opinion on this, I know whats right and wrong when it comes to serving paying customer. And the belief I should be giving feedback to a manager in the store is something I generally disagree with. For one, I consider it the wrong place to provide feedback where there is a potential for customer to see and hear it in a store. And quite honestly, while it sounds warm and fuzzy, the reality is when you point out what someone is doing wrong in life that you don't have that type of rapport with, it usually falls on deaf ears. But to satisfy any curiosity,  I ran it through the proper channels, AND I ran it past Festool because of the circumstances I consistently experienced at Woodcraft. 

The notion this is in ANY way my fault, and I have some axe to grind is absurd, and I guess I have little patience for the absurd. This is based on a series of experiences, not one as you've implied. One thing is for sure that is spot-on in what you said. The market WILL figure it out with WC, and it will most likely be a slow painful death.
 
Lets be careful not to end up taking jabs at each other with this discussion.

Seth
 
I've had excellent luck with the Woodcraft dealer in Lenexa, KS (it serves the Kansas City metro area.)  The people who work there are passionate about woodworking and have never failed to be friendly and extremely helpful.  I can't recommend them highly enough.
 
I almost made it through this thread without commenting, but I must plug our Woodcraft and Woodwerks stores in Columbus, Ohio. We're very fortunate to have a couple of really good stores and even better people running them to deal with. Both staffs are very professional and knowledgeable about their products including Festool. At Woodcraft, Lori is amazing with her knowledge of finishing techniques and products. At Woodwerks, their directory lists the staff members and their specialty areas of tools so you can see the person who knows the most about the tool you're looking for. I value all their friendships as much as their help with products. Maybe it's the Christmas season, because I give thanks for our very good Woodcraft and Woodwerks stores.
 
I have seen a problem with many small businesses including Woodcraft.  They have stiffer competition from the "big box stores" as we'll as Internet retailers.  I will pay more (within reason) to keep my money local, however, I expect excellent customer service in exchange for the extra money.
Many small retailers act like they are doing me a favor to serve my needs.  My local Woodcraft is a decent store, but their stock of accessories is somewhat limited.  If they don't have the item, typically, they give me some discouraging estimate of delivery.  So, I order online.  The last couple of accesory orders have been strictly online because the drive over is inconvenient and I usually do it on the weekend.  I can order online midweek and have it for the weekend.
To sum it up, I try to support local business, but I feel less and less obliged all the time.
 
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