Dave Comissiong
05-05-2003, 2:50 PM
Hi all;
I'm one of your professional lurkers. I have been woodworking since I was a kid and now, as an "early retiree" I love plugging into this forum just to keep up with things. The reason for the post is to share a very recent Lee Valley experience. I purchased a three shelf metal rod patio greenhouse from LV 3 or 4 years ago. As would be expected the plastic shelf supports started disintigrating with age and UV. No big deal especially on a $50 purchase but everything else on the unit was fine including the plastic cover. I know that LV sell the covers as a replacement item so I called their order desk to see if I could buy some new supports. I needed to replace 3 of the 8. Well, their rep insisted on sending me three new ones FREE, postage paid!! I really wasn't asking for a freebie and offered several times to pay. I just didn't feel like throwing something out that was perfectly good otherwise. So today, I got my repalcement parts and it must have cost LV $3-$4 to ship to me. I can't tell exactly because the postage is metred but that would be a conservative estimate. NOW THAT IS CUSTOMER SERVICE!! As an marketing and sales professional who specialised in CRM I appreciate not only the superior effort but also what smart business it represents. If more companies practiced their lip service and sloganism our ecomony would be in even better shape. Congratulations, Rob!! I know you read this newsgroup so stand up and take a bow. You and your Dad have trained your company well and it will undoubtedly repay you in many profitable years ahead while your lesser competitors struggle. By the way, as I told your rep you really should offer these supports as a catalogue item for when I need to replace the other five. I am proud to have so much of my pension cheque go to your establishment!!!
I'm one of your professional lurkers. I have been woodworking since I was a kid and now, as an "early retiree" I love plugging into this forum just to keep up with things. The reason for the post is to share a very recent Lee Valley experience. I purchased a three shelf metal rod patio greenhouse from LV 3 or 4 years ago. As would be expected the plastic shelf supports started disintigrating with age and UV. No big deal especially on a $50 purchase but everything else on the unit was fine including the plastic cover. I know that LV sell the covers as a replacement item so I called their order desk to see if I could buy some new supports. I needed to replace 3 of the 8. Well, their rep insisted on sending me three new ones FREE, postage paid!! I really wasn't asking for a freebie and offered several times to pay. I just didn't feel like throwing something out that was perfectly good otherwise. So today, I got my repalcement parts and it must have cost LV $3-$4 to ship to me. I can't tell exactly because the postage is metred but that would be a conservative estimate. NOW THAT IS CUSTOMER SERVICE!! As an marketing and sales professional who specialised in CRM I appreciate not only the superior effort but also what smart business it represents. If more companies practiced their lip service and sloganism our ecomony would be in even better shape. Congratulations, Rob!! I know you read this newsgroup so stand up and take a bow. You and your Dad have trained your company well and it will undoubtedly repay you in many profitable years ahead while your lesser competitors struggle. By the way, as I told your rep you really should offer these supports as a catalogue item for when I need to replace the other five. I am proud to have so much of my pension cheque go to your establishment!!!