waho6o9
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http://www.bobmarinosbesttools.com/Default.asp?bhcd2=1289531945
Talk to Bob. Problem solved.
[big grin]
Talk to Bob. Problem solved.
[big grin]
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.
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!
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.
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.