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Blog archive

2018, September

Inventory Update!

We have a good amount of inventory in stock in our warehouse in Bow NH right now! Some of our items include Tool boxes - we have lots of cabinets (41, 55 and 72") as well as top hutches, and chests. Our CRX Series is top of the line. We've modified Extreme Tools' RX Series to add some upgrades to make them our own CRX Series - for less money! Learn more about the CRX Series Tool Boxes here.

We've also got Phoenix Tire Changers and Wheel Balancers, that include a helper arm (and we also have units for less $ that do NOT include a helper arm, but are fitted for one, so it can easily be added if you decide you need one at a later time.

Additionally, we have lots of motorcycle / ATV / UTV lift tables in stock, including the PRO 1200, as well as the Elevator 1100 and Elevator 1800 lift tables. All can come with or without sides. We have multiple packages to suit all needs! From free shipping, extra accessories, with or without side extensions.... Give us a call and we can outline them for you or visit the links above.

We have several Sunex products in stock now, including jacks, presses and more.

In stock tools and automotive equipment

Jon leaves Facebook Review...then Google Review Months Later!

I am happy to report some nice news for NHProEquip! We have noticed some recent Google Reviews for our business and feel happy that people are willing to take the time to share their thoughts about the products they purchase from us and the service they receive. Last week, we received a particularly nice review from Jon, who purchased a Elevator 2000E Electric Professional Grade Motorcycle/ATV/UTV Lift Table. Jon left a very nice review on our Facebook page a few months ago, along with a nice photo of a Harley up on the lift. We were so appreciative of that - and were surprised to learn Jon also went to Google and left a review there, too, to let us - and the world - know that he was still happy with his lift!

One reason this gives us such happiness is that it means so much to us that people want to spread the word about a positive experience with NHProEquip. Posting outside of Facebook is such a help for us in Google searches - so this really goes a long way when our customers take the time to leave a review. Second, it is really nice to get follow up feedback from Jon, after he's had the lift for some time and can evaluate it from that perspective.

Here's what Jon had to say on his Google Review:

"I remain impressed after purchasing a nicely equipped Elevator 2000 earlier this year. It is a home garage asset at a pro level. I was promised a mobility wheel kit which was backordered at time of order. I received it as promised and installed it easily. Being able to so easily move this serious lift around brings a whole new level of garage functionality to my motorcycle hobby. I highly advise you to get your gear from Clark for great service and attention. I appreciate all of your help."

Jon, we thank you for taking the time to leave TWO reviews. We are so happy to hear the mobility of this lift has allowed you more functionality and that you were happy with the service and attention you received. Thanks for voicing your opinion!

8 Rules For Good Customer Service

Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long. Good customer service is all about sending the customers away happy - and then bringing them back again. Ideally, they are happy enough to pass positive feedback about your business along to others, who may then try your product or service for themselves and, in turn, become repeat customers. If you're a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not you’ll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue. How do you go about forming such a relationship? By remembering the one true secret of good customer service and acting accordingly; "You will be judged by what you do, not what you say." I know this verges on the kind of statement that's often seen on a sampler, but providing good customer service IS a simple thing. If you truly want to have good customer service, all you have to do is ensure that your business consistently does these things:

1) Answer your phone. Get call forwarding. Or an answering service. Hire staff if you need to. But make sure that someone is picking up the phone when someone calls your business. (Notice I say "someone." People who call want to talk to a live person, not a fake "recorded robot".) *Note: Our business has two phone lines, and we answer the phone during business hours, as a measure of ensuring that you will likely get a VOICE when you call. If we cannot pick up or have both lines going simultaneously, you can be sure we will return your call promptly. It benefits both of us - business owner as well as consumer - to be responsive, as this is the first link of the chain of events by which we, the business, are measured by you, the customer.

2) Don't make promises unless you can keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, “Your new bedroom furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don't say it. The same rule applies to client appointments, deadlines, etc.. Think before you give any promise - because nothing annoys customers more than a broken one. *Note: We thoroughly agree with this! Shipping time frames are one promise we make to customers constantly. We just had a review left on our website a month or so ago that stated the product this customer ordered actually arrived earlier than promised. We like to hear that...

3) Listen to your customers. Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn't been paying attention and needs to have it explained again? From a customer's point of view, I doubt it. Can the sales pitches and the product babble. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem. *We will always do whatever we can to honor your requests and work with you through any difficulties. This is our policy.

4) Deal with complaints. No one likes hearing complaints, and many of us have developed a reflex shrug, saying, "You can't please all the people all the time". Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service. *Absolutely. We want to make things right with our customers, always. We will work with you to be sure you walk away from a transaction with us completely satisfied. Again, this is our policy.

5) Be helpful - even if there's no immediate profit in it. The other day I popped into a local watch shop because I had lost the small piece that clips the pieces of my watch band together. When I explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to my watch band – and charged me nothing! Where do you think I'll go when I need a new watch band or even a new watch? And how many people do you think I've told this story to? We concur with this one, too. We field many calls during the day with questions about sales we are running, product information, general questions about a product you own for which we can offer support, etc. We are happy to help however we can. As you say, it may not benefit us initially, but, speaking as a customer, I believe that having a positive interaction with a business who is genuinely willing to help someone for no immediate gain most certainly lays the groundwork for a potential customer.

6) Train your staff to always be helpful, courteous, and knowledgeable. Do it yourself or hire someone to train them. Talk to them about good customer service and what it is (and isn't) regularly. Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, "I don't know, but so-and-so will be back at..."  *Only knowledgeable staff answers the phones, so we've got that covered...And to add to this point, it's just sensible practice. Make things as easy as possible for the customer. If a customer were to call "business #1" and speak to someone who was not able to answer their questions, requiring a call back from someone else, this is an interruption in the smooth flow of business. While waiting for a callback, that customer might make another call to business #2, speak to someone directly and close a deal like that [snap fingers].  MORAL? business #1 missed the boat...

7) Take the extra step. For instance, if someone walks into your store and asks you to help them find something, don't just say, "It's in Aisle 3". Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people. *We find it is important to "read people" and proceed from there. If the customer just wants to browse, we allow them to do so and give them their space--it's never an enjoyable situation to have someone shadowing you if you simply want to look around. It feels like seller pressure. If they are inquiring about a specific product, we always lead them to it, and will give them as much information as we can, and converse with them about their needs and goals. We are strong in the belief that our products sell themselves. We research what we sell to a great degree, and are confident in the choices we've made to represent our product line.

8) Throw in something extra. Whether it's a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And don’t think that a gesture has to be large to be effective. The local art framer that we use attaches a package of picture hangers to every picture he frames. A small thing, but so appreciated.

*We do this often! We periodically run sales that offer something free. Whether it's a stainless steel top for a tool box or a free socket set, or a free service jack with a lift. We try to create attractive packages with our products as well, to offer the customer more bang for their buck.

If you apply these eight simple rules consistently, your business will become known for its good customer service. And the best part? The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did!

Driving While Talking: The Cellphone Debate

One of the biggest debates today is the issue of driving (or riding a motorcycle) while talking and /or texing. Personally, I don't even see the debate; if you're doing something to distract you from driving, that's a problem. I've heard the argument that talking to a passenger in the car in person is the equivalent of such a "distraction." What is the difference if you are talking on a cellphone? Apples and oranges. There's a huge difference when one of your hands is tied up holding a phone to your ear. Blue tooth, you say? Well, you still have to dial the number. I've been in that situation myself. You glance down to dial a digit or 2, then quickly look up at the road, then look down to dial 2 more digits, another quick look at the road... No question: It's distracting.

If you are having to divert your attention from the road AT ALL while your car is in motion, that's a problem. I'm not all that savvy with my cell phone. I have it more out of necessity, so I find myself dialing the full number (the old fashioned way), I don't have numbers programmed into it. So I realize this is yet another shortcut to argue the point that a phone does not hinder your driving in any way. So I'll take out the big guns to illustrate my point: the person on the other end of the phone is not observing what you are observing.

This is a big deal when you're in a moving vehicle, and you never know what's around the bend. Suddenly someone cuts you off, your buddy on the other end of the phone is still yammering on about whether to sell off his tickets to the Sox game or just tough it out even though it's raining. You slam on your brakes, but still have someone chewing your ear off about some nonsensical issue going on in their life, at a point where your level of focus potentially becomes the difference between life and death. I really don't have enough data to say whether a bluetooth could be dangerous, so I have to say, I would waver on that if the argument was persuasive. If there are no accidents recorded out there related to folks on a non hand held device, then that's enough for me.

I wasn't even sure what NH laws were so I just did a quick Google search and found this article posted on February 27, 2011: "In an effort to combat the growing distracted driving problem, New Hampshire lawmakers are considering a bill that could ban drivers from using hand-held cell phones in their car. The law would require drivers to use hands-free mobile devices. Drivers who hold their phone in the air or near their ears could face a $100 fine. Texting while driving was banned in New Hampshire since last year." A reader named "TRUCKER" posted this comment: "Should do it in all 50 states I see so many driving mistakes made by people on phone everyday I am on the road." He sounds like someone who spends a lot of time on the road, so I trust his opinion. And I'm inclined to agree.