So I get a phone call from a guy that wants service on a pellet stove....

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Ring it in while you can! My business model inclide a HUGE service area. For a couple of years I barely broke even, but now, i have pockets of customers all over NE, going 2 hrs one way osnt such a hit to the wallet anymore cause i. Have enough volume to book myself out and back with predictibility that i will have enough work both ways to support it.

Papa bear...who cares how much a service call os in relation to how much the customer paid for the stove....the way i see it...if they save a couple thousand on the stove....thats more money i can recoup servicing. I do not make excuses for my rates...i just get the job done right, all the justification i need right there.
 
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smwilliamson your business model relies on servicing, many of us also rely on retailing stoves. WE ABSOLUTELY MUST CARE ABOUT THE COST OF A SERVICE CALL TO A CUSTOMER IRREGARDLESS OF WHERE THEY PURCHASED THEIR STOVE. OUR REPUTATION AND FOUNDATION IS BUILT ON TRUST, INTEGRITY AND THE RIGHT TO REMAIN HUMBLE. WITHOUT THESE OUR STORE WILL CLOSE. LIKE I SAID TO EACH HIS OWN. YOU HAVE THE RIGHT TO RUN YOUR BUSINESS AS YOU SEE FIT AS I HAVE THE RIGHT TO RUN MY BUSINESS AS I SEE FIT!!
 
Papa Bear and SM, both have excellent points. Yes you both are in the stove business but from slightly different areas. I am a retail location for my stoves. I will not tie up my day servicing a stove that we did not sell. This ties up me and someone else if I get them involved. Yes there are times the door of my store is locked cause we are out in the field. I do know I am missing customers that will drive to the next stove store. BUT I do take care of my stove customers first on service calls. I know people have gotten many years out of big box store stoves, yeah! There is a reason those stoves are sold in the big box store. I will not stock parts for those stoves and their service calls have to be put very low on the totem pole.

Eric
 
I had a call similar to this situation today. The person had purchased the stove from us originally probably more then 15 years ago, they were 60 miles away, tried to pull some bullcrap insurance claim after we installed it some 15+ years ago. AND they call me today to come service their stove. We told them that it would be minimum $300 to get there and diagnose but since we carry limited parts for that brand (we no longer sell), we may have to make a trip back to finish repairs. Of course we gave them the option of bringing the unit into the store, and that is probably what they will end up doing. I, like Scott have no problem traveling but I also need to "prioritize" my customers. The ones who do more business with me, stove, fuel and service come first and so on. My first issue with this particular customer was the bogus insurance claim they tried to file, just makes me leary of doing anything for them because who knows what they might be scheming to do this time
 
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Careful papa...dont use up all of your capital letters on me. Save some for later. ;)
Consumers are really at a disadvantage when it comes to service. Even NFI, the only thing close we have to a standard still osnt accredited and it contains no practicum, no troubleshooting.....just installation. Everyone wants to sell and install...bit dont worry...we'll figire out how to service everyone later on.
 
The size of the company means alot. When you have 5 total people working for the company taking on service of a new brand can be tough. My last hearth job we had 5 people and only one of them was a service technician. I did recommend other companies that could take on that service. Even with only 5 people if it was something purchased from us we serviced it. At the time of the sale of a new pellet stove it is very wise to ask your customers if they would like a call for general maintenance during the summer. This helps in keep thier stove running and to bring in a little cash during the drought of July and August.
 
2 reasons I own a box store stove is first price and second is because I can service it myself and get my own parts, which I always have within 2 days of ordering,nowadays relying on someone else for service is pretty much a joke.most wanna sell sell sell but then when it's time for service good luck.now for the non do it yourselfers they are probably better off buying from a dealer and being at their mercy for service.
 
smwilliamson said:
Ring it in while you can! My business model inclide a HUGE service area. For a couple of years I barely broke even, but now, i have pockets of customers all over NE, going 2 hrs one way osnt such a hit to the wallet anymore cause i. Have enough volume to book myself out and back with predictibility that i will have enough work both ways to support it.

Papa bear...who cares how much a service call os in relation to how much the customer paid for the stove....the way i see it...if they save a couple thousand on the stove....thats more money i can recoup servicing. I do not make excuses for my rates...i just get the job done right, all the justification i need right there.
Click to expand...

It`s got to be nice to have a good volume of business . Around here it seems near impossible for a stove shop to make it. 2 well known shops in the area went out of busines this year.
 
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Master chief....you hit on it. Amazing that a shop would ever refuse to service anyone. Sure, one could make excuses aboit why they are not skilled enough to do thos or diagnose that but quite simply there may be a day when no one calls and you have to hang up yer hat.
 
If stoves were like your car, this would be a non issue. There would be a repair shop about every few miles. Al least about 30 within 5 miles of me. However, for stove repair, only about 3 in a ten mile radius. Non known to be exclusive for service to sales. It is all about competition. Pellet stoves are very popular here because oil is so very expensive. Pellets are available even at some gas stations. Sales at the box stores are brisk for both stoves and pellets. They are also good at the speciality stores I.e. Rocky's stove shop.
 
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Northwoodneil said:
Eric, I think I'm with you on this one. I buy my appliances from our small town dealer, his prices are higher but his service can't be beat. He does fix box store stuff when he's caught up and at a price. It's a pay me now or pay me later thing. If you want to know it will be fixed and be first on someones list, buy from the guy who fixes 'em. Just my .02
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All well and good until one's small town dealer goes out of business, retires, etc. Then you're pretty much in the same boat as the guy who bought from the big box store. I'm in that boat myself, primarily because I bought used from a private party on Craigslist.
 
SWMBO and I looked at pellet stoves in the big box stores prior to purchasing our Lopi. First and foremost for me is performance, for her is looks. The big box store stoves just don't have the look she is looking for. Similarly I would love a long burning Blaze King for the downstairs, but it is too utilitarian looking for her.

Additionally, I like supporting local small businesses when I can.
 
I had a good stove shop close but they went out of business. I am now stuck with a place the sells Harman and the only reason they even sell pellets is if you buy a stove from them that year. I don't know what customers do after that. I went in to look at their inventory and prices which were MSRP and did not like the vibe I got from the salesperson. I finally purchased a stove and went in to price pellets and a different person asked if I purchased a stove through them that summer. I was confused by the question and said no and he admitted they only sell pellets for the first season and have a three ton limit! I told him his establishment was a joke and walked out.
 
Where ever you shop for your stove ask if they sell pellets. Even if you plan on buying your fuel else where it's just a nice peice of information to have. Storing pellets is difficult they take up alot of space and because of the weight they can only be stacked so high. Not only that, for a small hearth store if someone shows up in an SUV and wants you to load 25 bags of pellets into thier vehicle while you are the only one in the show room that can be problimatic. That happened to me once the customer did give me a $1.00 tip and I got a Soda after the show room cleared.
 
I understand that some places have no 'real estate' to store pellets but the guy didn't want to do anything but sell a stove and collect a check. He told me they don't need 'service' other than cleaning so they don't provide it. No knowledge of the stoves other than the stat makes it go and you have to clean it occasionally. I am not the only one that hates the place.
 
I hope you find a better store. At my last job I couldn't always give the customer the exact product or service they were looking for but I always had at least one suggestion of where they could go look for what they needed. I had a co-worker that used to rationalize not selling pellets in a hearth shop the same way car dealers don't sell gas. I never liked that. I liked being able to say we do not sell pellets but you can get them from here.
 
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Exactly! Do some shopping for the potential customer and give updated prices on quality pellets that are available in the vicinity. Do people not realize that the deal could be sealed by giving statistical information about the fuel like @ how many tons = a cord or how many BTU/lb anything. I have been to 3 stores other than the one that closed and each of the three was like... it burns these baby log things, interested? We have financing?

I guess they are not stove nerds like us but it just does not seem like the way to pitch something and keep the lights on. Maybe I am wrong.. the stove that closed would let a stove run all day and have a potential customer come in and show them how to clean it... while cleaning it. They did quite a bit of business.. I think there was something underlying like trying to credit flow things not cash flow and got bitten.
 
As a retailer, I find this to be an interesting thread. Valid points are made above, on both the consumer side AND the service/retail side. Even though its politically incorrect to even allude to the fact that a retail/service business is there to make a profit, this thread is a good example of what happens when they DONT make enough money. The doors close.
Many, if not most, of the folks who frequent this board are, for the most part, more technically adept than the rank-and-file pellet stove user. Most of the general population ISNT that adept....here is a niche for the service guy. The thing is, the service guy needs to price himself or herself at a point where they make money to stay in business, but also make enough money to earn a living, rather than "just get by". Every outfit will have a different cost of doing business. Given these costs, the service pricing, as well as parts, stoves, and pellets, will vary. The problem is, often folks dont LIKE the pricing......we are the same way as Scott tho, "we get what we get"....if you dont like the price, noone's holding a gun to your head....go elsewhere. Not many choices in your market? Well, you pay the price, find someone else who will travel there, or fix it yourself. You cant match pricing with your stupidest competition. If you do, you'll be in the same situation as they are- out of business.

So, I guess from my prejudiced viewpoint, we get what we get for: pellets, stoves, service. If you dont like it, thats fine, go elsewhere. My suggestion would be to get a price for the service beforehand, decide whether it fits the bduget, and act accordingly. Flame on, folks!
 
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We are not the Government. We (small business) has to turn a profit to stay in business. I have a lot of overhead that has to be paid in order to remain in business. It would be different if I could work out of my garage and not have to maintain a storefront followed by the insurance and taxes to keep selling the brands I sell. I do not have granite counter tops and valet parking but I have bills associated with the store so I have to direct the resources I have to keep the bills paid. Service calls is the area I have to cut down on during the season.

Eric
 
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Government allows you to make a profit? Why punish success? My we`ve come a long way. Anyway it`s your business YOU make the decision to service a stove besides you can`t make everyone happy. Ask him to bring the stove to you then he will see what`s involved in the process.​
 
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I think our safety net around here is the number of stoves, shops etc. my safety net has been having a fairly simple stove and getting the massage loud and clear that the stove must be kept clean. I'll be ok until I no longer can get back up on my feet after getting down to clean and maintain it.
 
Stove shop I bought from clearly states in their newsletter and online, that they will only service what they install, no exceptions!
 
Lousyweather said:
As a retailer, I find this to be an interesting thread. Valid points are made above, on both the consumer side AND the service/retail side. Even though its politically incorrect to even allude to the fact that a retail/service business is there to make a profit, this thread is a good example of what happens when they DONT make enough money. The doors close.
Many, if not most, of the folks who frequent this board are, for the most part, more technically adept than the rank-and-file pellet stove user. Most of the general population ISNT that adept....here is a niche for the service guy. The thing is, the service guy needs to price himself or herself at a point where they make money to stay in business, but also make enough money to earn a living, rather than "just get by". Every outfit will have a different cost of doing business. Given these costs, the service pricing, as well as parts, stoves, and pellets, will vary. The problem is, often folks dont LIKE the pricing......we are the same way as Scott tho, "we get what we get"....if you dont like the price, noone's holding a gun to your head....go elsewhere. Not many choices in your market? Well, you pay the price, find someone else who will travel there, or fix it yourself. You cant match pricing with your stupidest competition. If you do, you'll be in the same situation as they are- out of business.

So, I guess from my prejudiced viewpoint, we get what we get for: pellets, stoves, service. If you dont like it, thats fine, go elsewhere. My suggestion would be to get a price for the service beforehand, decide whether it fits the bduget, and act accordingly. Flame on, folks!
Click to expand...
I try not to talk price at all. I'm in the pocket with my pricing. My reputation is for getting the job done right and sort of being the only one around who will do it. People don't really price shop for service that they cannot find anyone else to do. People don't really object to prices alone...they object to paying too much for what they perceive the value to be. If a shop has a lot of tire kickers day to day, then they need to sharpen their marketing skills.
 
Jaugust124 said:
Stove shop I bought from clearly states in their newsletter and online, that they will only service what they install, no exceptions!
Click to expand...
If labor is included in their warranty and they will not warranty labor if they didn't install it, that is against federal law. Just a heads up for anyone that feels like this has happened to them. It's also against the law to mention that policy prior to the sale to scare consumers into using their installers.
 
smwilliamson said:
If labor is included in their warranty and they will not warranty labor if they didn't install it, that is against federal law. Just a heads up for anyone that feels like this has happened to them. It's also against the law to mention that policy prior to the sale to scare consumers into using their installers.
Click to expand...


All depends on the verbeage of the warranty really, but a better statement might be that "we will only service the units we sell or install, no exceptions". I am not familiar with all of the different warrantee's, only Harman. Harman is quite specific in their requirement that the outlet selling the unit has to do the warranty work as well. Heck, ive seen some installs done by homeowners that were darn good, as good as (at least) what a "pro" might do, and it doesnt seem right not to service a part broken under warrantee, just because the stove co didnt install it....now, to be fair, ive also seen some self-installs so poor that we refused to work on them until the installation was brought up to a minimum level of satisfaction. Id rather have to stove broken, but a safe household, than knowingly fix a unit with a sub-par install, once again threatening the lives and safety of the occupants and first responders.....
 
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