About a month ago I recieved an order I placed on Lee Valley's website,
amongst the booty was a ROS Sander Sitter. Today ..out of the blue ..I got a
refund check for the whooping sum of $4.45. The letter that came with it
said .... with certian price reductions in the 2004/2005 catalog and my
recent purchase they were issuing me a refund of the old vs new price in
accordance with their pricing policy. Well I am impressed that act of
business acumen will now result in alot of future purchases, from me, that
might or might not have gone their way.
Joe
On Sun, 05 Sep 2004 01:16:27 GMT, "Preston Andreas" <[email protected]>
wrote:
I have never got refund from Lee Valley, but from what I read here and my
personal experienced, they are the nicest people to do businesses with and that
is why I rather buy my band saw blades from them, regardless if it's Viking or
Timberwolf. I know they gave the BEST value from my money. I will support them
to to the point even if they cost more (I know they will never take advantage ot
it). We need to teach those money grabber, that honestly and customer care
indeed do pay. Buy Viking's or "Timberwolf" from Lee Valley!
>I forget what I bought from them, but they sent me a $30 something check one
>time because they were able to produce whatever it was at a lesser cost.
>Once, I sent two router table tops back to them and the third still wasn't
>flat. I requested that someone who really new about the item call me back.
>The engineer that designed and worked with the manufacturing of the router
>table system called me back one evening from his house in Canada on his
>dime. We B.S.'d about an hour about woodworking and Lee Valley in general.
>Great guy. BTW, the top is hand hammered to a slight convex arch.
>Tightening the fence or slight downpressure flattens it. A table with a
>slight convex is better than one with a concave deflection. I guess I sent
>back two perfectly good router tables.
>
>I have never had a bad experience with Lee Valley. They can have my
>business anytime.
>
>Preston
>
>"Joey" <[email protected]> wrote in message
>news:B8s_c.292328$eM2.27337@attbi_s51...
>> About a month ago I recieved an order I placed on Lee Valley's website,
>> amongst the booty was a ROS Sander Sitter. Today ..out of the blue ..I got
>a
>> refund check for the whooping sum of $4.45. The letter that came with it
>> said .... with certian price reductions in the 2004/2005 catalog and my
>> recent purchase they were issuing me a refund of the old vs new price in
>> accordance with their pricing policy. Well I am impressed that act of
>> business acumen will now result in alot of future purchases, from me,
>that
>> might or might not have gone their way.
>> Joe
>>
>>
>
"Swingman" <[email protected]> wrote in message
news:[email protected]...
<snip>
> It would be interesting to note whether there is an MBA making
> management decisions at Lee Valley ... my bet is that there is not.
>
< snip>
What's an MBA?? ;)
Cheers -
Rob
On Tue, 7 Sep 2004 09:26:23 -0400, "Robin Lee" <[email protected]>
wrote:
>What's an MBA?? ;)
Sheesh !
I'd heard Canada was backward, but they don't even have toilet paper.
I forget what I bought from them, but they sent me a $30 something check one
time because they were able to produce whatever it was at a lesser cost.
Once, I sent two router table tops back to them and the third still wasn't
flat. I requested that someone who really new about the item call me back.
The engineer that designed and worked with the manufacturing of the router
table system called me back one evening from his house in Canada on his
dime. We B.S.'d about an hour about woodworking and Lee Valley in general.
Great guy. BTW, the top is hand hammered to a slight convex arch.
Tightening the fence or slight downpressure flattens it. A table with a
slight convex is better than one with a concave deflection. I guess I sent
back two perfectly good router tables.
I have never had a bad experience with Lee Valley. They can have my
business anytime.
Preston
"Joey" <[email protected]> wrote in message
news:B8s_c.292328$eM2.27337@attbi_s51...
> About a month ago I recieved an order I placed on Lee Valley's website,
> amongst the booty was a ROS Sander Sitter. Today ..out of the blue ..I got
a
> refund check for the whooping sum of $4.45. The letter that came with it
> said .... with certian price reductions in the 2004/2005 catalog and my
> recent purchase they were issuing me a refund of the old vs new price in
> accordance with their pricing policy. Well I am impressed that act of
> business acumen will now result in alot of future purchases, from me,
that
> might or might not have gone their way.
> Joe
>
>
Swingman wrote:
>
> What a difference compared to the way so many other companies are run these
> days. It would be interesting to note whether there is an MBA making
> management decisions at Lee Valley ... my bet is that there is not.
The $45 out of Lee Valley's coffers into its customers' hands has bought
them the kind of good advertising/good will that several hundred dollars
could not hope capture. I'd say that's pretty savvy business acumen
which one could hope would be taught at business schools.
"Joey" wrote in message
> About a month ago I recieved an order I placed on Lee Valley's website,
> amongst the booty was a ROS Sander Sitter. Today ..out of the blue ..I got
a
> refund check for the whooping sum of $4.45. The letter that came with it
> said .... with certian price reductions in the 2004/2005 catalog and my
> recent purchase they were issuing me a refund of the old vs new price in
> accordance with their pricing policy. Well I am impressed that act of
> business acumen will now result in alot of future purchases, from me,
that
> might or might not have gone their way.
What a difference compared to the way so many other companies are run these
days. It would be interesting to note whether there is an MBA making
management decisions at Lee Valley ... my bet is that there is not.
A good rule of thumb: Companies whose top management _genuinely_ like people
(and you can generally tell by the humor that escapes from the pages of
catalogs, posts, etc.) insure doing business with them is a pleasure ...
Southwest Airlines also comes to mind in this regard.
--
www.e-woodshop.net
Last update: 7/10/04
Swingman writes:
>ell I am impressed that act of
>> business acumen will now result in alot of future purchases, from me,
>that
>> might or might not have gone their way.
>
>What a difference compared to the way so many other companies are run these
>days. It would be interesting to note whether there is an MBA making
>management decisions at Lee Valley ... my bet is that there is not.
I've met Rob Lee. I don't know--didn't think to ask--whether or not he has an
MBA, but if he does, it doesn't seem to have infected his thinking as it has
with so many others. He gives an impression of enjoyment and of great pride in
what he and his family have developed with Lee Valley. I walked what seemed
like the entire Lee Valley/Veritas world with him in a whirlwind tour and saw
many of the things the companies were working on. The impression that one gets
is of great efficiency aided by a sense of humor attached to great pride in
what one is doing, both for Rob and for the employees I met.
>
>A good rule of thumb: Companies whose top management _genuinely_ like people
>(and you can generally tell by the humor that escapes from the pages of
>catalogs, posts, etc.) insure doing business with them is a pleasure ...
>Southwest Airlines also comes to mind in this regard.
I agree.
Charlie Self
"I have always felt that a politician is to be judged by the animosities he
excites among his opponents." Sir Winston Churchill
On 05 Sep 2004 09:23:48 GMT, [email protected] (Charlie Self)
calmly ranted:
>Swingman writes:
>
>>ell I am impressed that act of
>>> business acumen will now result in alot of future purchases, from me,
>>that
>>> might or might not have gone their way.
>>
>>What a difference compared to the way so many other companies are run these
>>days. It would be interesting to note whether there is an MBA making
>>management decisions at Lee Valley ... my bet is that there is not.
>
>I've met Rob Lee. I don't know--didn't think to ask--whether or not he has an
>MBA, but if he does, it doesn't seem to have infected his thinking as it has
>with so many others. He gives an impression of enjoyment and of great pride in
>what he and his family have developed with Lee Valley. I walked what seemed
>like the entire Lee Valley/Veritas world with him in a whirlwind tour and saw
>many of the things the companies were working on. The impression that one gets
>is of great efficiency aided by a sense of humor attached to great pride in
>what one is doing, both for Rob and for the employees I met.
I've grokked much of that from email interaction and Wreck
contacts with Rob, and in dealings with the company. Class
act all the way around. www.LeeValley.com
>>A good rule of thumb: Companies whose top management _genuinely_ like people
>>(and you can generally tell by the humor that escapes from the pages of
>>catalogs, posts, etc.) insure doing business with them is a pleasure ...
>>Southwest Airlines also comes to mind in this regard.
>
>I agree.
Don't forget Jim Ray at www.McFeelys.com .
==========================================================
CAUTION: Do NOT look directly into laser with remaining eyeball!
==========================================================
http://www.diversify.com Comprehensive Website Design
> Re; The refunds; I wonder if the reason to give the customer the refund
has
> to do with the ethics (it's the right thing to do) or the business "right
> thing" to do- it'll keep them coming back . That's the cynic in me. From
the
> small dealing I've had with the company, they're top notch. It ultimately
> may not make a difference to the consumer why they get the buck back, it
> does makes a difference to me. Pat
I've received two refunds from them, both a few weeks or so before the new
catalogues came out. I think the reason has more to do with their goal of
complete customer satisfaction.
I don't know of very many other businesses that enjoy such a high degree of
customer loyalty and repeat business.
Larry Jaques responds:
>>>A good rule of thumb: Companies whose top management _genuinely_ like
>people
>>>(and you can generally tell by the humor that escapes from the pages of
>>>catalogs, posts, etc.) insure doing business with them is a pleasure ...
>>>Southwest Airlines also comes to mind in this regard.
>>
>>I agree.
>
>Don't forget Jim Ray at www.McFeelys.com
I've known Jim at least slightly for a long time now, and I've liked him just
as long. Good businessman with a clear conscience. Probably not as unusual as
some of us think, but always good to find.
Charlie Self
"I have always felt that a politician is to be judged by the animosities he
excites among his opponents." Sir Winston Churchill
Re; The refunds; I wonder if the reason to give the customer the refund has
to do with the ethics (it's the right thing to do) or the business "right
thing" to do- it'll keep them coming back . That's the cynic in me. From the
small dealing I've had with the company, they're top notch. It ultimately
may not make a difference to the consumer why they get the buck back, it
does makes a difference to me. Pat
> Pat -
>
> We do it because it's the right thing to do. This isn't a "public" policy
> (in that it's not stated anywhere) - but it is one we do automatically.
Just
> as we put the price decreases (500+) into effect as soon as we knew the
> prices would be dropping - and well in advance of mailing a catalog.
>
> If you think about - it everyone treated customers "fairly" and equally,
> what we do wouldn't really be that remarkable, would it?? We're just
trying
> to operate as if we were a small business, and you were going to be buying
> from us for a long time.....
>
> Cheers -
>
> Rob.
That's what I thought. The "profits" come in many forms...Regards Pat
"patrick mitchel" <[email protected]> wrote in message
news:[email protected]...
> Re; The refunds; I wonder if the reason to give the customer the refund
has
> to do with the ethics (it's the right thing to do) or the business "right
> thing" to do- it'll keep them coming back . That's the cynic in me. From
the
> small dealing I've had with the company, they're top notch. It ultimately
> may not make a difference to the consumer why they get the buck back, it
> does makes a difference to me. Pat
>
>
Pat -
We do it because it's the right thing to do. This isn't a "public" policy
(in that it's not stated anywhere) - but it is one we do automatically. Just
as we put the price decreases (500+) into effect as soon as we knew the
prices would be dropping - and well in advance of mailing a catalog.
If you think about - it everyone treated customers "fairly" and equally,
what we do wouldn't really be that remarkable, would it?? We're just trying
to operate as if we were a small business, and you were going to be buying
from us for a long time.....
Cheers -
Rob
"Robin Lee" <[email protected]> wrote in message
> We're just trying
> to operate as if we were a small business, and you were going to be buying
> from us for a long time.....
We appreciate it and it seems to be working.
Ed
"patrick mitchel" <[email protected]> wrote in message news:<[email protected]>...
> Re; The refunds; I wonder if the reason to give the customer the refund has
> to do with the ethics (it's the right thing to do) or the business "right
> thing" to do- it'll keep them coming back . That's the cynic in me. From the
> small dealing I've had with the company, they're top notch. It ultimately
> may not make a difference to the consumer why they get the buck back, it
> does makes a difference to me. Pat
Doesn't really matter. As I learned when I got MY MBA... the right
thing to do is usually the same as the business "right-thing" if you
are thinking long term. Makes it easy to run your business correctly
- follow your conscience.
If these two ideas conflict then you are probably thinking short-term.
BTW - I don't think it is the MBA that ruins their minds, their minds
were ruined to begin with and the MBA only magnifies that.
-CJ
"Larry Jaques" <novalidaddress@di\/ersify.com> wrote in message
news:[email protected]...
> On Tue, 7 Sep 2004 09:26:23 -0400, "Robin Lee" <[email protected]>
> calmly ranted:
>
> >
> >"Swingman" <[email protected]> wrote in message
> >news:[email protected]...
> >
> ><snip>
> >
> >> It would be interesting to note whether there is an MBA making
> >> management decisions at Lee Valley ... my bet is that there is not.
> >>
> >< snip>
> >
> >What's an MBA?? ;)
>
> I have a t-shirt which says "NO CONDO, NO MBA, NO BMW".
>
> And in case Your Canuckistaniship doesn't grok 'murrican
> degrees, it's a Masters in Business Administration.
>
>
> .-.
> Better Living Through Denial
> ---
> http://www.diversify.com Wondrous Website Design
>
Don't bite Larry - there was a ";" after all......
We even have the 'lectric up here....
G'day -
Rob
On Sun, 05 Sep 2004 08:33:36 -0400, Roy Smith <[email protected]> wrote:
>In article <[email protected]>,
> John Poole <[email protected]> wrote:
>
>> The $45 out of Lee Valley's coffers into its customers' hands has bought
>> them the kind of good advertising/good will that several hundred dollars
>> could not hope capture. I'd say that's pretty savvy business acumen
>> which one could hope would be taught at business schools.
>
>There are still a few companies out there with the attitude that if you
>treat the customer right, they'll keep coming back with more business.
>
There is/was one know-it-all bitch answering tech questions for Lee Valley in
Canada that almost sent me shopping elsewhere.
If there was an elsewhere to mail order shop in Canada that is.
I'm sure she is costing the company customers.
Roy Smith wrote:
> In article <[email protected]>,
> John Poole <[email protected]> wrote:
>
>> The $45 out of Lee Valley's coffers into its customers' hands has bought
>> them the kind of good advertising/good will that several hundred dollars
>> could not hope capture. I'd say that's pretty savvy business acumen
>> which one could hope would be taught at business schools.
>
> There are still a few companies out there with the attitude that if you
> treat the customer right, they'll keep coming back with more business.
>
> LLBean, is a good example. If you don't like it, send it back, and
> they'll refund your money, no questions asked. Even if it was your
> fault for ordering the wrong thing.
>
> There used to be a company called Barient which made hardware for boats.
> A bunch of years ago, I bought a used boat which had a pair of Barient
> winches which didn't work very well. At the time, they must have been
> about 15 years old. I called up Barient to get advice on how to repair
> them, and was told that there was a known problem with those winches;
> after many years, the plastic drum base would swell a bit and the drum
> would stick. The solution was to re-machine the base. The guy gave me
> all the specs on what diameter it needed to be re-machined to, then
> offered if I wasn't set up to do the work myself, he'd be happy to do it
> for me, no charge, if I'd send them in. This is on 15 year old
> hardware, third owner, no questions asked about receipts or warranties
> or if they'd been abused. Just "we made them, we'll fix them, no
> charge".
Yeah. That was a sad story--good company, best products in the world, good
attitude, but small enough to be vulnerable to a hostile takeover. They're
missed.
--
--John
Reply to jclarke at ae tee tee global dot net
(was jclarke at eye bee em dot net)
Garry wrote:
> There is/was one know-it-all bitch answering tech questions for Lee Valley in
> Canada that almost sent me shopping elsewhere.
> If there was an elsewhere to mail order shop in Canada that is.
> I'm sure she is costing the company customers.
Knowing how they do business, I'm expect they'd like to hear
directly from you about this "know-it-all". There's a good chance that
her behavior or her job title would change.
IME, customer satisfaction is their absolute top priority and they
wouldn't take such foolishness lightly.
Chuck Vance
Brings to mind the Packard Motor Car slogan "Ask the man that owns
one", shame they no longer exist but I wish they did!
On Sun, 05 Sep 2004 08:33:36 -0400, Roy Smith <[email protected]> wrote:
>This is on 15 year old
>hardware, third owner, no questions asked about receipts or warranties
>or if they'd been abused. Just "we made them, we'll fix them, no
>charge".
On Wed, 8 Sep 2004 07:33:07 -0400, "Robin Lee" <[email protected]>
calmly ranted:
>
>"Larry Jaques" <novalidaddress@di\/ersify.com> wrote in message
>news:[email protected]...
>> On Tue, 7 Sep 2004 09:26:23 -0400, "Robin Lee" <[email protected]>
>> calmly ranted:
>>
>> >
>> >"Swingman" <[email protected]> wrote in message
>> >news:[email protected]...
>> >
>> ><snip>
>> >
>> >> It would be interesting to note whether there is an MBA making
>> >> management decisions at Lee Valley ... my bet is that there is not.
>> >>
>> >< snip>
>> >
>> >What's an MBA?? ;)
>>
>> I have a t-shirt which says "NO CONDO, NO MBA, NO BMW".
>>
>> And in case Your Canuckistaniship doesn't grok 'murrican
>> degrees, it's a Masters in Business Administration.
>Don't bite Larry - there was a ";" after all......
Y'know, with that extra question mark there, I missed that
entirely.
>We even have the 'lectric up here....
Congrats, now send it down to us in the States CHEAP, will ya?
P.S: Shall I explain the "BMW" to you, too? ;)
.-.
Better Living Through Denial
---
http://www.diversify.com Wondrous Website Design
On Wed, 8 Sep 2004 07:33:07 -0400, "Robin Lee" <[email protected]>
wrote:
>
>"Larry Jaques" <novalidaddress@di\/ersify.com> wrote in message
>news:[email protected]...
>> On Tue, 7 Sep 2004 09:26:23 -0400, "Robin Lee" <[email protected]>
>> calmly ranted:
>>
>> >
>> >"Swingman" <[email protected]> wrote in message
>> >news:[email protected]...
>> >
>> ><snip>
>> >
>> >> It would be interesting to note whether there is an MBA making
>> >> management decisions at Lee Valley ... my bet is that there is not.
>> >>
>> >< snip>
>> >
>> >What's an MBA?? ;)
>>
>> I have a t-shirt which says "NO CONDO, NO MBA, NO BMW".
>>
>> And in case Your Canuckistaniship doesn't grok 'murrican
>> degrees, it's a Masters in Business Administration.
>>
>>
>> .-.
>> Better Living Through Denial
>> ---
>> http://www.diversify.com Wondrous Website Design
>>
>
>Don't bite Larry - there was a ";" after all......
>
>We even have the 'lectric up here....
>
>G'day -
>
>Rob
>
>
>
MBA or no MBA, it is just a great place to do business.
I purchased some router bits in July... and just a cheque in the mail
for the differnece of the new price!!!
You gotta love it.
Robin, I know that has been asked before, but I just get my paycheque
deposited directly to LV and make everything nice and easy?
I guess it also doen't help that I'm 4 blocks from the Winnipeg store.
Robin Lee wrote:
> < snip>
>
> What's an MBA?? ;)
>
> Cheers -
>
> Rob
>
pronounced emmm-bah. It's a large purple bird with yellow feet that
lives inside the arctic circle and eats peanut butter sandwiches and
eskimos. No, wait. I'm thinking of a drongo.
mahalo,
jo4hn
Master (degree) of Business Administration.
In article <[email protected]>,
John Poole <[email protected]> wrote:
> The $45 out of Lee Valley's coffers into its customers' hands has bought
> them the kind of good advertising/good will that several hundred dollars
> could not hope capture. I'd say that's pretty savvy business acumen
> which one could hope would be taught at business schools.
There are still a few companies out there with the attitude that if you
treat the customer right, they'll keep coming back with more business.
LLBean, is a good example. If you don't like it, send it back, and
they'll refund your money, no questions asked. Even if it was your
fault for ordering the wrong thing.
There used to be a company called Barient which made hardware for boats.
A bunch of years ago, I bought a used boat which had a pair of Barient
winches which didn't work very well. At the time, they must have been
about 15 years old. I called up Barient to get advice on how to repair
them, and was told that there was a known problem with those winches;
after many years, the plastic drum base would swell a bit and the drum
would stick. The solution was to re-machine the base. The guy gave me
all the specs on what diameter it needed to be re-machined to, then
offered if I wasn't set up to do the work myself, he'd be happy to do it
for me, no charge, if I'd send them in. This is on 15 year old
hardware, third owner, no questions asked about receipts or warranties
or if they'd been abused. Just "we made them, we'll fix them, no
charge".
On Wed, 8 Sep 2004 07:33:07 -0400, "Robin Lee" <[email protected]>
wrote:
>We even have the 'lectric up here....
Surely that's "the hydro" 8-)
On Tue, 07 Sep 2004 07:19:02 -0500, Conan the Librarian <[email protected]>
wrote:
>Garry wrote:
>
>> There is/was one know-it-all bitch answering tech questions for Lee Valley in
>> Canada that almost sent me shopping elsewhere.
>> If there was an elsewhere to mail order shop in Canada that is.
>> I'm sure she is costing the company customers.
>
> Knowing how they do business, I'm expect they'd like to hear
>directly from you about this "know-it-all".
Maybe, maybe not.
>There's a good chance that
>her behavior or her job title would change.
>
I put in a few years at the management level of a large Canadian retailer and
understand that everyone is entitled to a bad day now and then.
If I run across her again I will probably take that advice, but it's been a few
months since I hung up on her.
> IME, customer satisfaction is their absolute top priority and they
>wouldn't take such foolishness lightly.
>
The woman went way beyond foolish.
Almost cable company customer service quality.<g>
On Tue, 7 Sep 2004 09:26:23 -0400, "Robin Lee" <[email protected]>
calmly ranted:
>
>"Swingman" <[email protected]> wrote in message
>news:[email protected]...
>
><snip>
>
>> It would be interesting to note whether there is an MBA making
>> management decisions at Lee Valley ... my bet is that there is not.
>>
>< snip>
>
>What's an MBA?? ;)
I have a t-shirt which says "NO CONDO, NO MBA, NO BMW".
And in case Your Canuckistaniship doesn't grok 'murrican
degrees, it's a Masters in Business Administration.
.-.
Better Living Through Denial
---
http://www.diversify.com Wondrous Website Design