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post #1 of 22 (permalink) Old 09-15-2010, 10:13 PM Thread Starter
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Got a surprise today from Lee Valley Tools. The sent me a cheque to refund me money because one of the hand planes I bought was reduced in price. Thought it was pretty cool to not have to ask and have them send me a cheque with an explanation why they were sending me money.

Not too many places I know would do that for their loyal customers.

Well done Lee Valley! and Thanks

Signed one happy tool addict
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post #2 of 22 (permalink) Old 09-15-2010, 11:35 PM
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Dem's good people, that's for sure...

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post #3 of 22 (permalink) Old 09-16-2010, 01:33 AM
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Quote:
Originally Posted by TRN_Diesel View Post
Got a surprise today from Lee Valley Tools. The sent me a cheque to refund me money because one of the hand planes I bought was reduced in price. Thought it was pretty cool to not have to ask and have them send me a cheque with an explanation why they were sending me money.

Not too many places I know would do that for their loyal customers.

Well done Lee Valley! and Thanks

Signed one happy tool addict
I have always had great, speedy service from Lee Valley.

I just wish they were closer......LOL

James
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post #4 of 22 (permalink) Old 09-16-2010, 09:41 AM Thread Starter
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James

Having them closer means getting in the truck more often and going for a drive to see what else you can buy. The wife called the sheriff's department up and had them put out a APB on my truck and now I have to sneak through road blocks to get there.
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post #5 of 22 (permalink) Old 09-16-2010, 10:47 AM
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James

Having them closer means getting in the truck more often and going for a drive to see what else you can buy. The wife called the sheriff's department up and had them put out a APB on my truck and now I have to sneak through road blocks to get there.
Now, let's contrast them to BusyBee Tools. LeeValley keeps track of your purchase and advises you when things aren't right. BusyBee couldn't care less if something is right or not. Look at the good publicity LeeValley is getting in this message and the bad publicity that BusyBee is getting. You would think the management of BusyBee would get the drift. Doesn't seem so. But, then, BusyBee's defence is "they're cheap." Not cheap enough in my books.

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post #6 of 22 (permalink) Old 09-16-2010, 12:00 PM
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Naw, Ron... many in management in companies specializing in high-volume cheap products (and there are many), just last week, were saying "Do you want fries with that?"

In contrast, last year I sent an email to Lee Valley inquiring about their future development plans on their Veritas line of planes and found myself in an email exchange with Rob Lee himself.

Companies with high quality, well-supported products generally hire employees with that same focus. Companies with "commodity junk" products generally consider their management and general employees as "commodity junk" and the employees live up to those expectations.

There are exceptions (and we've heard of some here) but those are truly exceptions...

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post #7 of 22 (permalink) Old 09-16-2010, 02:48 PM Thread Starter
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The old saying you get what you pay for comes to mind.

Heck I bought a Dovetail Jig from Busybee Tools and had it in the box for over 6 months never opened it and I realized it did not do what I wanted so I took it back and wanted to exchange it for something else that was equal in value.

I even had my receipt with me and they refused to help me out. The lady at the cash register was floored they would not help me and said to her manager , "but he is in here all the time getting stuff".

To which I replied, "Well that will change now you will never see me in here anymore and since then I have not stepped foot into the store nor do I intend to anytime soon.
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post #8 of 22 (permalink) Old 09-16-2010, 03:29 PM
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I must admit that I'm surprised at the assumption across the pond that one can just take goods back when there is nothing specifically wrong with them.
Whilst acknowledging the apparently higher customer service ethic and expecting to be able to return defective goods, I wouldn't expect to be able to simply return goods several months later because I didn't want them.
It's not personal, Dan. I've noticed others talking of just returning something they didn't want, often after opening them and actually using them. What is the supplier supposed to do with them? I wouldn't want to pay full price for something that had already been used by someone else and from what I see of prices over there, margins are much tighter than they are this side, so there isn't so much to play with for reduced prices.
I accept that, in this case, you hadn't opened it and I take your point about looking after regular customers, though.

Incidentally, in the UK, there is always a bit of this immediately after Christmas, when people are trying to swap either unwanted or duplicated gifts and the bigger stores try to accommodate this. It caused some fun and games, though, last Christmas, as there was a sales tax change on Jan 1 which meant that when bar codes were entered, anything after Jan 1 came up with a different price from that which the goods had been registered when originally purchased.

Cheers

Peter
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post #9 of 22 (permalink) Old 09-16-2010, 05:58 PM
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Lee Valley/Veritas has a well earned reputation of going above and beyond in the name of customer service. I only wish I could afford to give them more business than I do.

"..... limited only by imagination"

"Just smile and wave boys, smile and wave"
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post #10 of 22 (permalink) Old 09-16-2010, 06:17 PM
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Hi Jim:

Quote:
Companies with high quality, well-supported products generally hire employees with that same focus. Companies with "commodity junk" products generally consider their management and general employees as "commodity junk" and the employees live up to those expectations.
My experience has been that when management takes an interest and promotes quality customer service, that's what you get. It takes good management to create good employees. I've worked with the gamut and too seldom have I found good management. That being said, I'm a terrible manager. It all starts with the guy doing the driving. He's also the one that controls the purse strings.

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