Customer Service At It's Finest!

Eddy Smiles · #1 06-18-2007, 07:58 PM

About four months or so ago we had a thread going concerning the discussion of pocket carving knives and at that time after a visit to Woodcraft I shelved the idea of buying a Flexcut "Carvin' Jack" because it didn't look all that comfortable to use.

Then a month or so later I had to make a trip north and not wanting to do without my whittlin' for an extended period of time I took along a knife, my glove and a few pieces of wood. I did manage to get in some carvin' time but I really missed not having a gouge or V-tool. That got me to thinking again about the "Carvin' Jack."

So on my way back to our place in southeast Tennessee I decided to stop off at the Smoky Mountain Woodcarver's Store at Nawger Knob in Townsend, Tennessee, with the intent to buy a right handed "Carvin' Jack." We'd been driving all day long, having stayed over the night before in Stephen's City, Virginia, and after having to put up with the traffic between I-40 and Pigeon Forge, on out way to Townsend, to merely state that we were tired is a total understatement. We was "pooped!" All I could think of was buying that knife and getting back on the road to the cabin. (Anyone who has ever found themselves in Pigeon Forge on a Sunday afternoon knows exactly what I'm talking about.)

On arriving at the store I headed right to the knife case but low and behold there wasn't a single "right handed Jack" to be found. Beth Profitt was minding the store and I asked her where all the RH Jacks' were. She told me that Mac had taken them to a show but she would have them back, providing any were left, after the show was over.

I explained that we'd been driving all day long and that I had gone a sizeable distance out of my way just so that I could purchase the knife. I guess that the disappointment must have been pretty evident on my face because the next thing I knew she was calling Mac at the show and asking him if he had any RH Jack's left. After confirming that he did she told me that if I wanted to purchase one that she'd get it in the mail to me at our Tennessee

Office box the very next day.

How could I refuse? I sure didn't didn't relish making the 70-mile return trip. Then, in a show of superb customer service she took another 10% off of their already low price for the knife to compensate me for having gone out of my way and having come up empty handed. Plus, when she rang up the order she didn't charge me for shipping and handling.

I kidded with her saying that I guessed that I'd have the knife by Friday but she was adamant that she would have it in the mail on Monday and I should see it a lot sooner than that. And sure enough!.... When we checked out our

Office Box on Wednesday the package containing the "Carvin' Jack" was there as promised. Beth had even gone to the trouble to send it "Priority Mail."

I've always maintained that the Smoky Mountain Woodcarver's are good people to deal with but in my opinion they out did themselves this time. And as far as I'm concerned they give new meaning to the term...." customer service!"

DADDIO · #2 06-19-2007, 07:52 AM

mac and beth are great people to deal with,and are just all around good people period,i love going to their shop i can spend hours just looking,and you feel very welcomed there,this is what doing bizz is all about,that doesn't surprise me at all,they know how to take care of their customers.

Blinky Bill · #3 06-19-2007, 11:50 AM

G'day Eddy,
and welcome back. That sure is an example of REAL customer service! But they are a bit far away for me to visit LOL.
Eddy, I use a Jack most of the time and find it comfortable to use....would be very interested to hear your views once you have used yours for a while.
Regards
John

susieq · #4 06-19-2007, 04:19 PM

What a nice story....wish every place was that intent on keeping their customers happy. Did you pet their wrinkley old shar pei dog too? Actually, I don't think he is real old, just real wrinkley and very friendly.

susieq

Eddy Smiles · #5 06-19-2007, 05:56 PM

Blinky... So far no problem with comfort but the blade is thicker than I'm use too. So far I'm trying to use it as is but I may have to work on it a bit. But I am thinking about taking some epoxy and laminating a thin wood strip on both sides of the handle so as to eliminate the square feel of the grip. I'd use bone if I had some.

SusieQ... You've got me on that one. In all my visits to the store I've yet to meet their dog. But then I was so busy filling my shopping basket that I probably never looked down...good thing that I didn't trip over it!

Bob_in_TN · #6 06-19-2007, 07:00 PM

Great place to deal with. The dog is Sarge, first met him when he was just a pup.

gene messer · #7 06-20-2007, 06:31 PM

Eddy .. Everytime I make it up that way .. It is a ritual to stop at Smoky Mountain Woodcarvers ..Nawger Nob ...

I love their rustic looking shop and the patrons are super ...

One day gonna make a class there ...

By the way .. glad to have you back ..

Gene

Eddy Smiles · #8 06-20-2007, 09:08 PM

Thanks Gene.... And it's good to be back. If I had the time and energy I'd post an "Off Topic" about the "Trip From Hell" but then I'd guess that everyone has a similiar story or two!

As for a class at Nawger Knob I'd love to attend but that would mean coming up with food and lodging for three days in addition to the seminar and my old ragged retired pocket just can't handle it any more. My cabin (or wooden tent as we like to refer to it) is a good 2-1/2 hours away and just too far for this old body to commute. I guess that I'll just have to dream about it.