Incredible customer service

Shaun @ Tru6 · 07-19-2017, 09:55 AM

I shoot Cerakote with an Iwata LPH80. It's been acting oddly recently so I read the manual, checked everything twice, did some searches.

The manual plainly states not to soak your gun in solvents. Because I didn't read the manual, I have been soaking the gun in acetone as well as shooting acetone through it to clean it. Cerakote does tell you to clean your gun with acetone.

I called Iwata customer service to find out just what soaking the gun in acetone would do, told them that I have been doing just that, very plainly. They said they don't recommend it, that it can damage the gun (CS didn't know how and Tech Support is away) but she said they do use thinner there and they at Iwata will soak in thinner.

Here's the crazy part. I told them I am most likely responsible for damaging the gun by soaking it in acetone but their response to that, completely unprompted, is that they are sending me a new gun. Even before me sending them mine.

The only thing I can think of is they want it for forensic analysis.

Really amazed by this and thanked the CS rep a lot.

Baz · Baz's Garage

Thanks for sharing, Shaun.

To put it simply...they want happy customers.

They know how to make their customers happy.

And they do it.

Very simple formula....amazingly there will always be those who don't "get it".

rusnak · 07-19-2017, 12:31 PM

Wow! I am very passionate about great customer service. It's one of my three "A"s for high volume.

Shaun @ Tru6 · 07-19-2017, 12:47 PM

^^^ I am too. What are the three A's?

Something else happened today. Went to HD for more propane. Left the tank outside, went in and paid, the junior assistant to the manager said he'd page someone, I walk out and there's a woman unlocking the tank cage. I said, great timing! She said, oh, I saw your tank sitting here so I thought I would get another one ready for you when you came out. Thoughtful consideration is one of my top priorities while just being out and about. I thanked her and went back in, asked for the real manager, told him to give her a raise.

LWJ · 07-19-2017, 12:55 PM

Cool. I had a friend that used to work there. Just up the street from my office.

rusnak · 07-19-2017, 12:58 PM

I find that I really love retail. Actually, I love the training and running of a busy crew providing retail service, to be more concise. I like interacting and learning from the customers, but when we get busy, it's no longer about "you", it's about the company.

1. Atmosphere or Ambience. Is the place clean, does it smell bad, is it easy to get from the street, park, go to your place, or is it a PITA? Do you display your products property, well lit, in the customer's zone of visibility, are the items clearly marked, and your product differentiated from the competition? Is there a "wow" factor? Does the place look irresistable when people drive by? The "wow" factor triggers the buy decision. Music, cleanliness, happy crew, happy energy.

2. Attention to customer. Customer service. Do people leave happy? Do you even know if they do or not? What do you do when someone has a complaint? Every employee has to take responsibility for the happiness of every customer. Never say "just a moment", help them NOW. When the customer is trying to pay, take the frikken money. Don't make them wait. Let them pay how they want to pay. Finding the items they want and being delighted at items that they didn't know about contribute to a happy customer.

3. Automation. Every crew member should know his job. If they have to be told everything, then that is a failure of training. Don't hire stupid or lazy people. It should be automatic to help the customer, and make their experience better than anywhere else. If you don't train the crew to do that, then some other place will, and your customers will go there. We have drills for the weekend rush, for receiving, stocking, cleaning, rain, emergency safety protocol, etc.

speedster911 · 07-19-2017, 01:02 PM

I was expecting you to say you came out of the store after paying and someone was unlocking their trunk to take the tank... guess I have been living in CA to long... great to hear the positive stories!.

Shaun @ Tru6 · 02:05 PM

Quote:

Originally Posted by rusnak

I find that I really love retail. Actually, I love the training and running of a busy crew providing retail service, to be more concise. I like interacting and learning from the customers, but when we get busy, it's no longer about "you", it's about the company.

1. Atmosphere or Ambience. Is the place clean, does it smell bad, is it easy to get from the street, park, go to your place, or is it a PITA? Do you display your products property, well lit, in the customer's zone of visibility, are the items clearly marked, and your product differentiated from the competition? Is there a "wow" factor? Does the place look irresistable when people drive by? The "wow" factor triggers the buy decision. Music, cleanliness, happy crew, happy energy.

2. Attention to customer. Customer service. Do people leave happy? Do you even know if they do or not? What do you do when someone has a complaint? Every employee has to take responsibility for the happiness of every customer. Never say "just a moment", help them NOW. When the customer is trying to pay, take the frikken money. Don't make them wait. Let them pay how they want to pay. Finding the items they want and being delighted at items that they didn't know about contribute to a happy customer.

3. Automation. Every crew member should know his job. If they have to be told everything, then that is a failure of training. Don't hire stupid or lazy people. It should be automatic to help the customer, and make their experience better than anywhere else. If you don't train the crew to do that, then some other place will, and your customers will go there. We have drills for the weekend rush, for receiving, stocking, cleaning, rain, emergency safety protocol, etc.

You must be very successful!

I have never been in retail but have always wanted to open an Asian grocery store carrying Japanese, Chinese, Korean and Indian staples. There are plenty of them here in the Boston area but none are inviting to "white folk" and are typically dirty, poorly lit and generally unappealing. Even when I brought a list of authentic spices I needed that a friend from Mumbai sent me to make a goat curry, the two people I talked with weren't very helpful in a local Indian market.

My store would, of course, be well lit, clean and organized but have the added benefit of little cards describing what the ingredients are, what they are used for, how they are used and some recipes they are in. That was then, I would QR code it now or have a store app that would email recipes to you so you can read it on your computer at home.

Would also have cooking nights where "real" Asian food is prepared and you can watch and learn how to use the ingredients, etc.

And most of all, helpful, cheerful, knowledgeable, APPROACHABLE staff to help you buy the right stuff, or just pronounce some of the things on the shelf.

wdfifteen · wdfifteen's Garage

Quote:

Originally Posted by rusnak

I find that I really love retail. Actually, I love the training and running of a busy crew providing retail service, to be more concise.

I liked being out there myself. I loved being at shows, personally meeting and talking to customers. It helped that I started so small and knew so many of my early subscribers by name. It was such a treat to run into them in person at an event. It was one of the high points of my career.

FPB111 · 07-19-2017, 05:36 PM

Tale of two customer service interactions.
1. Mail ordered 4 five liter containers of oil.~$140 delivered. Received 1 Ford diesel head gasket set. In a long skinny box with the order info for the repair shop that placed it.
Contacted seller who tried to convince me that I ordered the wrong item, really? Then required a pic of shipping label and item before they would issue a return order. And no replacement would be shipped until returned item was inspected at their location.
They received the return and wanted me to send the exhaust pipe that was supposed to be in the box??
Finally got things squared away and received the oil 3 weeks later.

2. Ordered a canvas print of "Porsche Turbo Evolution" ~$160.
Received wrong picture. Contacted supplier who apologized, told me to keep it and sent the correct one right away.

Guess who gets a glowing review and my business next time? Abobe Print

And who I will never order from again?

rusnak · 07-19-2017, 07:17 PM

Quote:

Originally Posted by wdfifteen

I liked being out there myself. I loved being at shows, personally meeting and talking to customers. It helped that I started so small and knew so many of my early subscribers by name. It was such a treat to run into them in person at an event. It was one of the high points of my career.

Yes Sir. I have so many stories! We had a bridal party stop in to take pictures. The entire party was wearing cowgirl boots. They were taking pictures in our place, which looks like it came straight out of a movie. I brought a huge bright red Cinderella pumpkin to the bride, and expressed our congratulations to her, and presented her with the pumpkin on behalf of her friends at Planet Pumpkin. She goes " A Cinderella pumpkin, on our WEDDING DAY?" and then started bawling with emotion. My gay cashier goes "OMG don't cry, you'll mess up your mascara!"

What keeps me going though is my crew. I love the crew. I love working with my guys and gals. We are a family.

rusnak · 07-19-2017, 07:21 PM

Quote:

Originally Posted by Shaun @ Tru6

I have never been in retail but have always wanted to open an Asian grocery store carrying Japanese, Chinese, Korean and Indian staples. There are plenty of them here in the Boston area but none are inviting to "white folk" and are typically dirty, poorly lit and generally unappealing. Even when I brought a list of authentic spices I needed that a friend from Mumbai sent me to make a goat curry, the two people I talked with weren't very helpful in a local Indian market.

My store would, of course, be well lit, clean and organized but have the added benefit of little cards describing what the ingredients are, what they are used for, how they are used and some recipes they are in. That was then, I would QR code it now or have a store app that would email recipes to you so you can read it on your computer at home.

Would also have cooking nights where "real" Asian food is prepared and you can watch and learn how to use the ingredients, etc.

And most of all, helpful, cheerful, knowledgeable, APPROACHABLE staff to help you buy the right stuff, or just pronounce some of the things on the shelf.

That sounds like a really great concept! Especially the cards with recipes, and cooking classes. The trendy thing is vegan right now, which seems to have overtaken just plain gluten-free. And of course social media is a must.

I have a largely Hispanic crew. Being friendly and outgoing is a must! Many Asian women are not at all friendly, and talk amongst each other in their native language right in front of the customer. At the register, this is a major no-no and reason to be sent home or let go.

Shaun @ Tru6 · 07-20-2017, 06:00 PM

Vegan is beyond trend here, it's a true standard. There's a vegan restaurant down the street, very expensive, packed every night of the week. Every night, for 3 years now. I could open this shop tomorrow and have an instant customer base. And I even have the room to do it but don't think I'm giving up restoration work anytime soon. Sort of doubling down on it actually.

For some odd reason Asian women like me, have dated more than my fair share. Most seem smug to me, a trait I generally like because most have good reason to be and pull it off well. But definitely not well suited for retail, I agree. But have been to India 3 times, always extremely friendly and gracious.

Bill Douglas · 07-20-2017, 06:10 PM

Quote:

Originally Posted by Shaun @ Tru6

Asian women like me, have dated more than my fair share.

I had an Asian girlfriend once. The sex was incredible, but four hours later I was horny again (not an original joke - I borrowed it from somewhere).

There is a vegan place about 100 meters from here. the food is TERRIBLE and it's also booked out every night

Shaun @ Tru6 · 07-20-2017, 06:18 PM

I had an Asian girlfriend who would ask me to pick her up at the bus station after she'd go to NYC on business. In the winter she'd wear a long coat. Only a long coat. Such fast drives getting home.

LEAKYSEALS951 · 06:41 PM

File this under the letter W- for Weird customer service.

Earlier in the week I bought a trailer hitch for my wife's car from an internet trailer company. I received the invoice, but a delivery notice never went out. With an upcoming vacation coming, I needed the hitch, so I called customer service. The conversation went like this:

Me- "Hello, I am calling about order number 343433...... and want to know the status."
Them- "Yes, you have ordered a very popular hitch, but we have the more expensive item # 3435 in stock"
We-"Well, when will what I ordered be in stock?, it was listed as "in stock" on the website"
Them-"No, you don't understand, your item IS in stock, however, it is on a very high shelf and they cannot reach it right now."
Me- "Okay, when do you think you will be able to reach it."
Them- "I don't know, but the other item is in stock and can be sent immediately"
Me- "I understand that. What I am trying to get an idea of is how many days will it take before someone will be able to physically reach the item I ordered."
Them- "When do you need the item by?"
Me" Next thursday"
Them- " I think we can do that. You are two shipping days away from us. We can get someone to reach it by then."
Me- "great"

Item was shipped next morning.

rusnak · 07-20-2017, 06:51 PM

Quote:

Originally Posted by Bill Douglas

I had an Asian girlfriend once. The sex was incredible, but four hours later I was horny again

Haha !!

Shaun @ Tru6 · 07-21-2017, 06:52 PM

On a roll (no pun intended) with great customer service. Went out with a friend tonight for some dinner and a beer. The "Old School Cuban" caught my eye as well as a locally made Belgian tripel. And another that I can't quite remember now.

Upscale brewpub so I had high expectations, certainly naming it Old School meant a proper, pressed Cuban sandwich. But while the roast pork was juicy and tasty, sandwich wasn't pressed which was most of the reason for ordering it, and on the whole, it was just a pulled pork sandwich on ciabatta.

Waiter came over while I was eating it, asked if everything was OK, I asked if they forgot to press the sandwich. He said they don't press them. I asked why it was called old school then. He got the manager.

He laughed after I said there should be an asterisk after school saying that the sandwich wasn't pressed. Said he spent some time in Miami and knew where I was coming from and I wasn't the first to say something and he's been telling the chef. He actually seemed genuinely concerned that he's been getting complaints about this sandwich.

Anyway, he asked if I wanted anything else, I said no, I'll just have some of my friend's nachos, and he took the sandwich away. Came back a few minutes later with a $15 gift card and said dessert's on him. Dessert is a standard for situations like this, I thought the card was going the extra mile. Got the check sometime after, nachos were taken off, we were just charged for the beers.

They'll be getting a good Yelp review tomorrow.