The rarity of good, old school, customer service

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   IMHO, the definition of good customer service has been whittled away over the years.  Typically, when I call a new vendor (whom I expect to give my money to), I get the six layers of the phone qauntlet before I am connected to the person who can help me, or their voice mail.  Yesterday, I had the pleasure of being introduced to a company that has not forgotten what good, personal, customer service is all about.
We have an older Scotchman ironworker/shear that we seldom use to punch steel.  I have never bought new punches for this machine; we had an assortment that came with the machine when we bought it used 35 years ago.  I asked a friend in the business where he buys his tooling from for his three ironworkers.  He told me about the Cleveland Punch & Die Company, and gave me the number.  I found their website and gave them a call.  What a pleasure.  A real person answered the phone, transfered me to Michael, and he walked me through what items would work with my machine.  This morning, I inventoried what we had and what we needed, and place an order with them.  Ten minutes later, I had an email confirmation (personalized I might add) of my order.
Trust me, I like high tech and fast service as much as the next guy.  But many companies use technology as an excuse to forgo personal interaction with customers.

BTW, the parts I ordered were less than a quarter of the price that me, or my maintenance guys guessed they would be.   

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tullfooter Members Profile Send Private Message Find Members Posts Add to Buddy List Grand Poobah Joined: March-02-2007 Location: White Lake, MI Status: Offline Points: 2225	Post Options Post Reply Quote tullfooter Report Post Thanks(0) Quote Reply Topic: The rarity of good, old school, customer service Posted: November-02-2012 at 1:30pm
	IMHO, the definition of good customer service has been whittled away over the years. Typically, when I call a new vendor (whom I expect to give my money to), I get the six layers of the phone qauntlet before I am connected to the person who can help me, or their voice mail. Yesterday, I had the pleasure of being introduced to a company that has not forgotten what good, personal, customer service is all about. We have an older Scotchman ironworker/shear that we seldom use to punch steel. I have never bought new punches for this machine; we had an assortment that came with the machine when we bought it used 35 years ago. I asked a friend in the business where he buys his tooling from for his three ironworkers. He told me about the Cleveland Punch & Die Company, and gave me the number. I found their website and gave them a call. What a pleasure. A real person answered the phone, transfered me to Michael, and he walked me through what items would work with my machine. This morning, I inventoried what we had and what we needed, and place an order with them. Ten minutes later, I had an email confirmation (personalized I might add) of my order. Trust me, I like high tech and fast service as much as the next guy. But many companies use technology as an excuse to forgo personal interaction with customers. BTW, the parts I ordered were less than a quarter of the price that me, or my maintenance guys guessed they would be.
	Play hard, life's not a trial run. '85 BFN '90 BFN White Lake, Michigan

phatsat67 Members Profile Send Private Message Find Members Posts Add to Buddy List Grand Poobah Joined: March-13-2006 Location: Indiana Status: Offline Points: 6157	Post Options Post Reply Quote phatsat67 Report Post Thanks(0) Quote Reply Posted: November-02-2012 at 1:48pm
	Good deal Steve! Customer service has been long forgotten at most businesses. Luckly most of my outside suppliers here at the shop let me actually speak with a knowledgable rep. I hope I portray that same level of interation with my customers. I check my online orders if someone orders things that look like they do not jive with the same boat and give them a call to make sure they are getting what they really wanted.

Waldo Members Profile Send Private Message Find Members Posts Visit Members Homepage Add to Buddy List Senior Member Joined: July-09-2009 Location: Iowa Status: Offline Points: 262	Post Options Post Reply Quote Waldo Report Post Thanks(0) Quote Reply Posted: November-03-2012 at 5:53am
	Good deal. I go out of my way to take care of my customers. People are not use to that. Its like they are in shock when they get taken care of. Kind of sad. But if you run a business and you are aware of it. It can be a huge advantage as far as building a customer base. Waldo

Waterdog Members Profile Send Private Message Find Members Posts Add to Buddy List Grand Poobah Joined: April-27-2006 Location: United States Status: Offline Points: 2020	Post Options Post Reply Quote Waterdog Report Post Thanks(0) Quote Reply Posted: November-03-2012 at 10:00am
	That's great, I checked out there web site. I needed some parts for our blast cabinet (Trinco) out of the Detriot area - Great product support.
	- waterdog - 78 Ski Tique

OverMyHead Members Profile Send Private Message Find Members Posts Add to Buddy List Grand Poobah Joined: March-14-2008 Location: MN Status: Offline Points: 4861	Post Options Post Reply Quote OverMyHead Report Post Thanks(0) Quote Reply Posted: November-03-2012 at 10:07am
	The last time I went looking for a car loan, I gave my business to the first bank that had a person instead of a computer answer the phone. I was sure to tell them that was the reason also.
	For thousands of years men have felt the irresistible urge to go to sea, and many of them died. Things got better after they invented boats. 1987 Ski Nautique

Frankenotter Members Profile Send Private Message Find Members Posts Add to Buddy List Platinum Member Joined: August-26-2012 Location: Milwaukee Status: Offline Points: 1072	Post Options Post Reply Quote Frankenotter Report Post Thanks(0) Quote Reply Posted: November-05-2012 at 6:41pm
	I too share your excitement for good customer service. For what it's worth, Bose is incredible. I had an obscure problem with one of their products and the articulate English speaking gent on the phone was able to think outside the box and overnighted parts for free to resolve my problem. I was so happy I wanted to cry. I've had several dealings with them since and they have all been a repeat of the first experience.
	1999 Ski Nautique 196

Waterdog Members Profile Send Private Message Find Members Posts Add to Buddy List Grand Poobah Joined: April-27-2006 Location: United States Status: Offline Points: 2020	Post Options Post Reply Quote Waterdog Report Post Thanks(0) Quote Reply Posted: November-06-2012 at 9:59am
	I got a Bose Wave radio for my wife years back. She had trouble with it & callewd service. They sent another one UPS over nite and said send the bad one back in the new box post paid ($1100). She plays it everyday and is very happy (me too!)
	- waterdog - 78 Ski Tique

The rarity of good, old school, customer service

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