"Service without a smile??":( Ur experience/opinion Needed Please:)

[tcrew]

Hello,
As a Stihl dealer we service Stihl equipment. We start all equipment before handing back to the customer after service. We check all safety equipment also. If you bring your saw into us for a new chain we install it for free. We also check the bar, sprocket and any other areas that may need some attention. We do not replace it unless you approve the service or repair.
The word "tune up" is a generic term for what? If you come to us and ask for a tune up we will ask you to describe your problem. Is there an issue with the equipment? We sell customer service. At times we have customers who just want the spark plug replaced. We still ask why?
We also train customers about the fuel issues we see everyday.
I guess if you came to us and wanted a starter rope replaced we would not tune the saw unless you said "could you check the saw out for any other issues". If you came back to pick up the saw and said hey nice job on the rope but you did not tune up my saw. We would ask you what you need and go from there. Discussion about difficult customers in the shop after they leave is something I hope we never do. If our service techs have a difficult issue with a customer I do my best to find out what happened and call the customer to hear his side. We would hate to loose a customer over a communication issue. Good news travels fast. Not so good news even travels faster.  ;)
Marty

Marty, ur description of the way u run ur shop is great. I bet u are very successful because of it. Thank u for ur input!
 

[tcrew]

MartyParsons, I like the way you do business. With repect and honesty to the customer. A satisfied customer can lead you to another. Good business only brings good things to all people. Doesnt it make you feel better that you gave your best to make sure that the person that came to you for service was pleased or at least you gave 110%. Anybody can be a nerd, but what good have you done when you are. 80yr ole gentleman will always be respected untill he has given me very good grounds to feel different. He probably grew up in a time and place where men treated each other with better values than what is dislayed today by many people. How many businesses have gone out of buiness because they treated the public distastefull? I have a sthil dealer that has given me only the best and I appreciate that more ways than one. Now having said that lets be good customers tomorrow and service people do your best. Everyone have a good week. bg

Thank u Bill for ur comment. 100%agree

[tcrew]

As I've said before there is one Stihl  dealer with in  2-3 miles of me but I drive 15 to do businss with another .

This gentleman knows for a fact the sun would rise in the west before I ever bought new anything .Nobody works on my saws but me so all I do is purchase parts from him and he treats my like a brother .

I can't say enough for him. So you see not all dealers are bad people .Just a few and I'd like to think they are a minority .

Al_, i agree with u also, as there is a great dealer over the mountain from me bout 25 miles away that I will be dealing with now. I bought my Kubota tractor from him and now he will be getting my saw money also.. So like u and Marty said, it pays to be nice.."Catch more flys with Honey than with Vinegar "
Thanks Al_

[Al_Smith]

Well it takes all kinds .Unscrupuled dealers /business men will take advange of peoples ignorance no matter if it's chainsaws ,autos ,computers or even selling insurance .

I for one still try to see the good in humanity. I like to think the dishonest are a minority but never the less always preach or evangelize that lack of product knowledge is where most people get short changed .

Every one on this web forum has a computer which has opened them up to the greatest knowledge base since the library of Alexandria .You have to use it though for it to be effective .

If a person were armed forehand with some working knowledge about a product the dishonest flim flam people are then at the disadvantage . PT Barnum was the greatest  liar the world ever knew and left a bunch of clones in his wake but they can be outfoxed at their own game if you pay attention .

[tcrew]

Well it takes all kinds .Unscrupuled dealers /business men will take advange of peoples ignorance no matter if it's chainsaws ,autos ,computers or even selling insurance .

I for one still try to see the good in humanity. I like to think the dishonest are a minority but never the less always preach or evangelize that lack of product knowledge is where most people get short changed .

Every one on this web forum has a computer which has opened them up to the greatest knowledge base since the library of Alexandria .You have to use it though for it to be effective .

If a person were armed forehand with some working knowledge about a product the dishonest flim flam people are then at the disadvantage . PT Barnum was the greatest  liar the world ever knew and left a bunch of clones in his wake but they can be outfoxed at their own game if you pay attention .

Al_,,very nicely said! and thanks for the advice,.  Thats why i really,really like this forum.

[Paper Maker]

Gday

I hope not !! But it just seems like the way the world is going apparently  :( :( Theres still alot off good people out there in business and they are the ones I aim to work with


    Meadows Miller when you get to Alabama there is a Stihl dealer about 50 miles north of you that I highly recommend.
           
Slayton Bros., Inc.
1235 Hwy 43
Jackson, AL  36545
Slayton Bros.
Highway 43 Bypass
Jackson, AL 36545
(251) 246-3667
www.SlaytonBrothers.com
MONDAY - FRIDAY 7A.M. TO 5P.M.
SATURDAY - 8A.M. TO 12NOON

  This dealership takes great pride in customer satisfaction. I bought a Scag zero turn lawnmower from them about 6 years ago and have since bought a Stihl chainsaw, Stihl pole saw and other equipment.
  About 6 months after the warranty went out on my Scag mower so did a crankshaft seal on the motor. I took it in for the necessary repairs and was only charged for the seal and oil. Wayne (The Owner) told me no charge for the labor because the seal shouldn't have gone out so soon.
  I've called him a couple of times on the Kohler engine on my sawmill. He's always glad to help. I drive right by a Stihl dealer another 30 miles to do business with Wayne because of his knowledge and customer appreciation.
  So Medows Miller if you choose to do business with him, I'm sure you want regret it. Just tell him the man from Pine Hill with the sawmill sent you.

[Spike60]

Well starting with the first post, the dealer in question could have, and should have, been a little friendlier. But we don't know the history of his past dealings with the guy. He may be a PITA type. But what the old guy was trying to do is something I see occasionally, and he certainly shares the blame here. It's unethical for a shop to do work beyond what the customer requested, and it's equally unethical for a customer to ask for more at time of pickup, and/or have expectations that the work be "thrown in" for free. One of the worst things you can do to alienate someone is to do more than asked and give the guy a bill that is higher than expected. That's likely why the dealer in question had the "damned if you do, damned if you don't" attitude.

An obvious exception would be safety stuff as Marty the Stihl dealer above mentioned or some other observation that the saw clearly won't run. An in that case, you must call the customer to get approval.

TCrew however has a bad taste in his mouth from his experience with his 250. In that instance he was indeed treated poorly. But he now has this customer service thing under the microscope, and he's decided to climb up on the soapbox and do a little more whining/venting. His comment in post #1 asking if this is the norm regarding customer service at saw shops, (plural/inclusive), illustrates that point. Apparently good therapy for you, and you're having fun as you quote and respond to each post in the thread. But as suggested, you really ought to move on. This dealer clearly isn't what you are looking for, so I'd suggest that you find another.

Now before you hastily reply to my post, let me point this out: As of this writing, you have 37 posts to your credit here on this forum. 35 of them are in the 2 threads that you started about this incident in which you were so terribly wronged by this dealer. Get over it.

[tcrew]

Well starting with the first post, the dealer in question could have, and should have, been a little friendlier. But we don't know the history of his past dealings with the guy. He may be a PITA type. But what the old guy was trying to do is something I see occasionally, and he certainly shares the blame here. It's unethical for a shop to do work beyond what the customer requested, and it's equally unethical for a customer to ask for more at time of pickup, and/or have expectations that the work be "thrown in" for free. One of the worst things you can do to alienate someone is to do more than asked and give the guy a bill that is higher than expected. That's likely why the dealer in question had the "damned if you do, damned if you don't" attitude.

An obvious exception would be safety stuff as Marty the Stihl dealer above mentioned or some other observation that the saw clearly won't run. An in that case, you must call the customer to get approval.

TCrew however has a bad taste in his mouth from his experience with his 250. In that instance he was indeed treated poorly. But he now has this customer service thing under the microscope, and he's decided to climb up on the soapbox and do a little more whining/venting. His comment in post #1 asking if this is the norm regarding customer service at saw shops, (plural/inclusive), illustrates that point. Apparently good therapy for you, and you're having fun as you quote and respond to each post in the thread. But as suggested, you really ought to move on. This dealer clearly isn't what you are looking for, so I'd suggest that you find another.

Now before you hastily reply to my post, let me point this out: As of this writing, you have 37 posts to your credit here on this forum. 35 of them are in the 2 threads that you started about this incident in which you were so terribly wronged by this dealer. Get over it.

Spike60, I was under the impression this is what the forum is for. To share experiences,and info. My intention was never meant to get "credits",witch i have no idea what the heck that has 2 do with anything, but just to share and hear other peoples opinion. And i guess u missed a few of my "hasty" replies, but i dont have a problem with the brand. Not to be the PITA type, and no disrespect intended, but isnt it proper to respond to peoples replies here on the forum? I know im new here, but i like talking 2 smart and experienced guys,sorry if that offends u in some way. And just so u know Spike60, please take a look at the little recycled symbol next to the posts title on the main board..Thats there because after receiving what i thought was a good response, i REMOVED the post completely, and one of the the Addmins reposted it or recycled it. Anyway, i came back and there the post was with that symbol, so ur comment about this post having anything 2 do with credits are completely off friend. But thank u for ur input,,and TRUST me,, im over it!       
Have a Nice Day

[aquacanis]

Well I have to tell ya the guy will not be in business long.  We have a small engine shop where I live that never lets a chain saw or other engine leave without setting it to proper idle speed, and carburetor mix adjustments.  It takes a trained
technician about 3 minutes at best for most equipment.  They tell you they did it and let you try it right on the spot if you wish.  Best advertising you can get and they are overwhelmed with business.  On rare occasion they get one back within a day of leaving because of some small mistake or something they may have missed and they usually correct it free of charge if they just worked on it.  They know that every technician will miss something once in a while.  A service business is exactly that. Quality Service with a smile.

[Meadows Miller]

Paper Maker sounds like the type off place I wanna deal with and im use to driving 35mi atm  ;)  ;D ;D 8) 8) even though Im a Husky Man I may have to jump the fence just once i like the price of their 880 and We will need something big for end trimming packs  ;) :D :D as I like to support someone who dose the rite thing Mate ;)  ;D ;D I take it they will service Huskys Mate   ;) ???

Aquacanis Welcome to The Forum  ;) ;D ;D 8) 8) sounds like you got a bloody good shop up there Mate  ;) ;D

Regards Chris

[Taylortractornut]

Our Stil dealer near work tunes our saws and trimmers.      We live in a town with one dealer and their smart alec attitude cost them our business.    We probably spend 1200 a year on the 3 saws and 3 trimmers at work.   Its not much but they appreciate our business near work.   THe home town dealer lost business with my dad years ago over a weed trimmer.     Dad was recovering from a stroke and bought a new trimmer for himself and to use at work.     He went to the local dealer and bought the most expensive one they had and also a saw.     Dad spent nearly 1000 on that purchase.    A few weeks after buying the trimmer woulndt run right.    He carried it back 4 times they would tune it and do a few  things and ay it was right.    Dad went in one time and asked the store owner and mechanic about it again.   The Stihl rep for our area was there and they kinda made fun of dad.    Dad told them he had  bought a weedeater brand weed trimmer to use while the stihl was i nthe shop.       


The  distributer said well you wont have anything with the weed eater.   Dad said that it ran longer than the Stihl did.       Meanwhile I talked to a freind that was a Husky dealer and he came by after work and tried it.    He said it was the coil and for dad to order it from Stihl and he would fix it off the books.   THe Husky dealer fixed it spot on.       Now we buy all our stuff 25 miles away. 

Same poor attitude from a  Kubota dealer cost them a sale.   Dad was about ot buy a new Kubota tractor for work and the salesman was on the phone with a friend yacking about his dumb customers.    We had gone in to buy a new tractor,  mower, blade and loader about 35k sale.     We were patient and when he got out to the tractor we wanted we  showed him a rip in the tractor tire and the dealer  just got plain arrogant.    We had the truck and trailer and a company check for the  purchase and was that close to  buying it.  THe dealer looked surprised when we drove off. 

[Ohio_Bill]

The Stihl dealer I go to has sold me saws for over 30 years and has provided great service .Several times over the years I have ask about a saw and they have told me they wont sell it to me because they know I am someone that uses the saws a lot, so I say ok what saw can I have and they sell it to me.  Good People.

[Paul_H]

We had a Chainsaw(Stihl/Husky) dealer that lost one of our saws and didn't order the parts he said he would.I was going to unload on him but instead asked if everything was ok.
His face changed and he told me about his wife's diagnosis of cancer and the late nights with her and trying to care for his then,school aged kids.
His wife died not too many months afterward.My problems seemed were insignificant..

[TessiersFarm]

We had an awsome stihl dealer in town, seams like family issues got in the way and the brother I liked dealing with went his own way, nothing against the rest of the family but I do business elsewhere nowadays.  The new guy sells Husky, I was hesitant at first but he services my stihls and when it came time for a new saw he offered me to buy at the other place and he would service it.  I figured why not try a husky, still un decided on that one but I went in today to pick up a couple of chains he was supposed to sharpen for me ( I hand sharpen 3 or 4 times then bring them to him to fix as he calls it), they were not done.  He grabbed 2 new chains off the shelf and tried to charge me the price to sharpen 2 chains.  I gave him $30 cash and told him to call me when the others are sharp.  At the same time I had a run in at work, where I am a supervisor, this week with an un-happy customer and lost my temper and said some things I shouldn't have.  My boss met with the guy and the guy told him if one of his employees talked like that to a customer he would be fired on the spot.  My boss told him if a customer talked to one of his supervisors like that they would no longer be a customer.  We compromised that we were both a little out of line and will be more proffesional in the future.  Bottom line is there are 2 sides to every story, and not every customer is one a business needs or wants.

[tcrew]

We had an awsome stihl dealer in town, seams like family issues got in the way and the brother I liked dealing with went his own way, nothing against the rest of the family but I do business elsewhere nowadays.  The new guy sells Husky, I was hesitant at first but he services my stihls and when it came time for a new saw he offered me to buy at the other place and he would service it.  I figured why not try a husky, still un decided on that one but I went in today to pick up a couple of chains he was supposed to sharpen for me ( I hand sharpen 3 or 4 times then bring them to him to fix as he calls it), they were not done.  He grabbed 2 new chains off the shelf and tried to charge me the price to sharpen 2 chains.  I gave him $30 cash and told him to call me when the others are sharp.  At the same time I had a run in at work, where I am a supervisor, this week with an un-happy customer and lost my temper and said some things I shouldn't have.  My boss met with the guy and the guy told him if one of his employees talked like that to a customer he would be fired on the spot.  My boss told him if a customer talked to one of his supervisors like that they would no longer be a customer.  We compromised that we were both a little out of line and will be more proffesional in the future.  Bottom line is there are 2 sides to every story, and not every customer is one a business needs or wants.

and the other side could say, not every business is one the customer wants or needs. Hence i now make the 25 mile trip 2 a shop that wants and deserves my business.. How did you ever make out with those couple chains? Did you end up just buying new,or did you wait for the used ones to get sharpened?
And thank you TessiersFarm for your input.

[Paul_H]

Hence i now make the 25 mile trip 2 a shop that wants and deserves my business..

It sounds like a win/win situation for you and the shop you used to deal with.

[analogman]

I kind of feel that the blame lies with both parties.  The dealer certainly could have been more polite, and explained the policy, and told the customer that it is not their policy to do work outside of the specified job.  (When I get new tires for my vehicle, the shop asks me if I want an alignment done, even though it ought to be done with new tires.)    But it takes time (and possibly parts), and therefore costs money, to do a tuneup.  If they bill the customer for work unasked for, how would the customer react?  I imagine they would get a lot of unpaid-for work.  I have a very good dealer/service guy that takes care of my saw.  But he calls me if he thinks the saw needs some work that was not specified.  He does a thorough job on my saws (and my tiller, etc.), but he doesn't do, nor does he bill me, for work I didn't ask for.  The same way I expect to be treated by my auto mechanic, doctor, etc.