In my ongoing commitment to celebrate great customer service, I have to relate an experience I had over the last couple of days.  It all started on Friday when I felt an unquenchable desire to feed my addiction for buying expensive hand tools.  (Those of you who know me know that I de-stress by building antique furniture reproductions using the techniques and tools of the craftsmen of another age.)  I got online and ordered another hand plane and some new chisels from Lie Nielsen (pronounced “LEE NEELSEN”) in Maine.  These are the finest hand tools you can buy.  They’re not mass-produced and they’re not cheap.  They’re tools made for craftsmen by craftsmen.  If you work wood, you already understand.  If you don’t, you never will.

At any rate, I have purchased several of their tools over the years but always from re-sellers.  This was my first opportunity to deal directly with the manufacturer.  I submitted an online order on Friday.  On Monday I got an email explaining there was a problem with my order and I needed to call them.  I called first thing this morning (and not without some trepidation) and that’s when it all began.  Much to my surprise, there was no answering machine walking me through endless menus.  I didn’t even get just a receptionist.  I got a real, living, breathing person who answered the phone with a distinct smile in his voice.  He was knowledgeable and ready to help with whatever problem I had.  Not only that, he seemed not just willing, but eager to do so.  He asked my name and the nature of my problem and cheerfully said, ‘Well, Allan, I’m sure we can help.   Let me get Matt.  He’ll get you squared away.”

Matt Blazek came on the line within a couple of seconds and that’s when I got the second surprise.  Like the helpful gentleman who answered the phone in the first place, he was as pleasant and helpful on the phone as anyone I have ever talked to.  It often seems that people who resolve problems — dealing with angry people all day — get crustier and crustier as the months and years pass until they are almost impossible to talk to.  Everyone I talked to at Lie Nielsen acted like I was their best customer (even though it was the first time I’d dealt directly with them) and like they had nothing else to do today but help me.  They called me by name like I was an old friend.  They were outgoing and friendly.  They were professional in every sense of the word.  Their customer service is not just above average  –  like the tools they create and sell, it is world class.

If you ever need woodworking tools, may I suggest you call Lie Nielsen first.  This was a great experience for me and I know I’ll be back.  But more than that, I think in the next life I’m going to look for a company like Lie Nielsen to work for.  There’s got to be a reason everyone is so happy and so helpful.  I’m guessing it’s the culture.  That’s the kind of culture I’d like to be a part of.