Far too often these days and especially when it relates to purchasing tools at the big box outlets we hear or experience customer service nightmares. Personally, I have been on the end of a number of disaster stories when it comes to dealing with some of the employees at a certain well known DIY store where the staff wear orange aprons near my house. Sometimes you can't get help when you need it. Other times, you get help from someone who doesn't have a clue what they are talking about and just wants to give you an answer, any answer, so that they can carry on with whatever they were doing before.
But this weekend, I experienced a truly great experience when it came to someone actually helping me and following through with what they promised. On Sunday, I attended the Toronto Home Workshop Show (formerly the Toronto Woodworking Show). When I approached the two reps at the Irwin Tools
booth, I had a specific question in mind for them. I explained to the first gentlemen I spoke with that I really liked Irwin clamps and that I had about a dozen of them that I use all the time. I also said that "not only do I like your clamps but my new puppy does too." He smiled politely and looked at me like I was weird. I went on to explain that my puppy had gotten a hold of two of my clamps in the basement and had chewed two of the pads on the end of the clamps beyond recognition. I asked him if he could tell me where I could get some replacements.
He didn't hesitate and gave me a piece of paper and asked me to write down my email address so that he could look into it and get back to me. I cynically snickered as I walked away thinking, "oh sure, he'll get back to me. I'll bet.
" Low and behold, that evening (a Sunday), I received an email from him asking me for the model numbers of the clamps. I sent those to him. Monday morning, I received an email from someone else at Irwin asking for my address so that they could send them to me free of charge
It's easy to complain when you receive poor service and too often we never mention when someone has gone above and beyond to help out. Hat's off to Irwin Tools. They have a client for life for providing really great service to me this week.