Improving Snap On Customer Service
- Thread starter Adam.C
- Start date
kd3pc
Well-known member
I agree there is room for improvement in SO process. That would be true in almost any market, today.
But, the Corp folks make decisions on things like, cost of customer acquisition, cost of goods, margins, overhead, etc. I doubt that very many of them have actually been on a truck, or worked using those tools the sell. There is no return on investment in their minds by treating a customer, or a potential customer any other way.
I used to work some NHRA races, where we had sponsors, snap on was one, where every SO attendee saw what we did with their tools, the importance of the tool function and why quality was important and to whom, the name recognition meant something. In the post mortems with SO, they were all but speechless about what they learned about "their" tools. But most SO guys never attend an event like this, so again the Corp folks never see the value.
There are customers and there are lost opportunities. Business, SO included, need to understand that simple principle.
In answer to your last question - the SO people top to bottom need to use their tools for 3-4 hours continuous use on some staged assembly. Then have those same folks "receive" a full tool box assortment of SO tools and have them unwrap and organize them in a large tool box and then assess or critique them as to why they did things a particular way. Lastly have those same SO folks, order from a list, that you have created, 30 or 40 disparate tools - from their website, so they can see what it takes to do so.
But, the Corp folks make decisions on things like, cost of customer acquisition, cost of goods, margins, overhead, etc. I doubt that very many of them have actually been on a truck, or worked using those tools the sell. There is no return on investment in their minds by treating a customer, or a potential customer any other way.
I used to work some NHRA races, where we had sponsors, snap on was one, where every SO attendee saw what we did with their tools, the importance of the tool function and why quality was important and to whom, the name recognition meant something. In the post mortems with SO, they were all but speechless about what they learned about "their" tools. But most SO guys never attend an event like this, so again the Corp folks never see the value.
There are customers and there are lost opportunities. Business, SO included, need to understand that simple principle.
In answer to your last question - the SO people top to bottom need to use their tools for 3-4 hours continuous use on some staged assembly. Then have those same folks "receive" a full tool box assortment of SO tools and have them unwrap and organize them in a large tool box and then assess or critique them as to why they did things a particular way. Lastly have those same SO folks, order from a list, that you have created, 30 or 40 disparate tools - from their website, so they can see what it takes to do so.
I agree. I'd like to buy some of the specials or promotional tool colors/set/logos, etc.
However I'm 99% sure it won't happen. I'm sure SO wants these promos to be exclusive for dealer only sales.
RedneckWelder
Well-known member
I definitely agree with you about the website, it's absolutely horrible. Most toolmakers (and sellers!) websites also ****. PDF catalogs are also not an answer, they **** too.
Watching this thread and counting down till it spirals out of control from the stoopid when people get fired up about Snap On...
Watching this thread and counting down till it spirals out of control from the stoopid when people get fired up about Snap On...
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Dust Devil
Well-known member
#1 Snap is not struggling as a company
#2 Snap does not cater or want to cater to non-professional
#3 Snap does not care what you think or want, they can operate the way they want to and they have great success doing so.
Lx460
Well-known member
Not directed at you per se, but why does SO license all this China **** to sell in box stores then? Stools, tables, lights, gloves, etc.
panknuckshovel
Well-known member
This is it exactly. This is more than likely why the website is so clunky. If a pro ends up on the website they know exactly what they are looking for and what they are looking at. Average Joe gets on the website, discovers that it is cumbersome and decides it takes too long. They will sell to the average Joe, or weekend warrior but that is not who they are going after.
As far as a brick and mortar location, they are way to smart to bring on that burden. The majority of the traffic the store would see would be warranty, mostly from techs and a fair amount from flea mkt and swap meet guys.
Average Joe from the street is going to walk in and make a comment on how he can get a whole set for the price of one piece.
panknuckshovel
Well-known member
Because it is another revenue stream and people are stupid. They see the Snap-On name on a $6 set of ratchet straps, pull the finger out of their nose and think it's a good product.
And sorry for two in a row.
canuckian
Well-known member
If Snap On offered the same BOGOs and specials online as they do on the trucks, I'd speculate that they'd spend the total profits from those sales and then some fending off the lawyers of angry franchisees.
#2 above is correct IMHO. Sure Snap On will sell to non-pro's but they will not cater to them as they're not their target market and they never have been. As a result, a non-pro has a couple of options. They can pay full retail on the website or they can try and develop a good relationship with a franchisee. #2 was my choice and it worked out pretty good for me. Some may not have the same experience but I doubt very much Snap On will lose much sleep over it as again, non-pros aren't their target market.
I'm among a dozen or so non-pros that are regulars on the local Snap On truck and I'm sure the sales we generate are a pittance compared to the hundreds of mechanics he sees in a week. It's just not worth it for Snap On to put the energy and money towards selling to the general public.
#2 above is correct IMHO. Sure Snap On will sell to non-pro's but they will not cater to them as they're not their target market and they never have been. As a result, a non-pro has a couple of options. They can pay full retail on the website or they can try and develop a good relationship with a franchisee. #2 was my choice and it worked out pretty good for me. Some may not have the same experience but I doubt very much Snap On will lose much sleep over it as again, non-pros aren't their target market.
I'm among a dozen or so non-pros that are regulars on the local Snap On truck and I'm sure the sales we generate are a pittance compared to the hundreds of mechanics he sees in a week. It's just not worth it for Snap On to put the energy and money towards selling to the general public.
Spudland_Dave
Well-known member
IMHO your thread would be better if it were called "Improving some Franchisee Attitude towards sales"
I got nothing but good things to say about the past 3 SO Franchisee's I've dealt with.
And no, I don't work in a shop....From my point of view, its not broke, don't try fixing it.
I got nothing but good things to say about the past 3 SO Franchisee's I've dealt with.
And no, I don't work in a shop....From my point of view, its not broke, don't try fixing it.
Lx460
Well-known member
The problem is SO corporate dictates to whom they may sell product to. This is to protect the franchisee's route. If a person tries to buy product and they are not on their list of approximately 200 buyers (supplied by SO corporate) on the route, technically they are not allowed to sell to them. That means if Joe Blow flags down a truck and is not affiliated with a customer on that truck's designated route, per the terms of the contract with SO, they are not supposed to sell to them. How that works in real life, I don't know...
It also bars franchisee's from selling items in eBay and CL per their contract. Not sure how they enforce that however.
It also bars franchisee's from selling items in eBay and CL per their contract. Not sure how they enforce that however.
warmpancakes
Well-known member
find a dealer and ask about scratch and dent, usually the "sales development" person has some and wants them gone
Wrenchinfool
Well-known member
I have dealt with snap on, Mac, matco and Cornwell, to this day snap on customer service & warranty trumps them all, I have talked to dealers about general public and stops they are assigned routes agreed upon with the franchise they have...their website does **** but it's set up dealers more than the public
Dust Devil
Well-known member
I look forward to my weekly visit.
RedneckWelder
Well-known member
For us pros, the website ***** (Matco has a better website, which is sad). We know what we are looking for (or close to it) but if you don't have a paper catalog to look up part numbers or can't find the exact key word it ***** to use.
rlitman
Well-known member
I suspect that if the website started to get good, there would be a revolution among franchise drivers whose bread and butter it would be directly competing for.
Their primary approach is the mobile showroom, and the website is really only an afterthought because of that.
For me, who does not have regular access to a Snap On truck (unless I jump in front of one driving down the street; the thought of which has me daydreaming of a Snap On truck going down my block like an ice cream truck, LOL), the customer SERVICE experience (always a nice lady on the phone) has still been quite good. The customer SALES experience though is abysmal.
Their primary approach is the mobile showroom, and the website is really only an afterthought because of that.
For me, who does not have regular access to a Snap On truck (unless I jump in front of one driving down the street; the thought of which has me daydreaming of a Snap On truck going down my block like an ice cream truck, LOL), the customer SERVICE experience (always a nice lady on the phone) has still been quite good. The customer SALES experience though is abysmal.
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purplezr2
Well-known member
I have dealt with 4 different trucks(5 owners, one retired and someone else got the truck/route). One industrial rep and the phone service. Only one of the drivers seemed alittle cranky, but had no problem selling or warranting stuff. The Industrial rep was awesome. I will honestly say I'm surprised by the number of issues I see hear about here as my experiences have been great.
Grayhatlinux
New member
- Joined
- Feb 12, 2015
- Messages
- 3
The website ***** HORRIBLY, and I wish they'd have better pictures of the products. Sometimes I don't know what the product ID of the tool I'm looking for is, and I don't know what the different lines of tools are or what makes them different (flank drive vs flank drive plus for example). I'd like to see better explanations on the various lines of tools. Clear pics of stuff would be really nice too, as I'm personally in the market for a rather large socket set but I'm super picky about them and I don't want to drop SO level of money on some stuff that isn't right.
I'd like a rep who actually takes me seriously, too. When I call you to order a tool, I want you to order it for me, drive to my shop, and sell it to me. I'm in small engines, and TBH most of my tools are craftsman or kobalt, but there are some things those companies just don't make and sometimes I can't wait 4 days for you to get out here. Raise the price, I don't care. Just get here with my tool when I need you to.
I'd like a rep who actually takes me seriously, too. When I call you to order a tool, I want you to order it for me, drive to my shop, and sell it to me. I'm in small engines, and TBH most of my tools are craftsman or kobalt, but there are some things those companies just don't make and sometimes I can't wait 4 days for you to get out here. Raise the price, I don't care. Just get here with my tool when I need you to.
keywestjack
Well-known member
Still, but the customer service people are super!
I spend between $100-200 dollars a month on Snap-Ons website. I realize thats a drop in the bucket compared to some of you guys but I don't find the website THAT horrible. It's slow, and somewhat cumbersome but I wouldn't go a far as saying it *****. Just my opinion.
crewchief888
Well-known member
same reason harley has "official licensed merchandise"
same reason nearly every manufacturer has merchandise that they dont actually produce.
generating revenue by selling a product that they dont have to manufacture, warehouse or distribute.
buy a collectable, tshirt, toolbox or a tool from john deere,
it's all licensed merchandise.
just my $0.02
2ndGearRubber
Well-known member
The "via-phone" customer service people are excellent. The woman I spoke with about my warranty claim when our shop didn't have a driver was suburb.
That being said...
Obviously, the website is terrible. Impossible to browse, long load times, lots of poor resolution pictures, socket set sizes listed as 10,19,17,16; instead of in order, etc.
Again, not a huge target market for them. Honestly, seeing a PDF file catalog on SK day turned me off immensely. Buying something shouldn't be "work" or "searching". I have my money, make a simple and intuitive path to let me spend it.
The biggest issue I have, is with warranty accountability. Over a month, waiting on a socket. "I'll have it next week". ********. Finally comes in, wrong socket. I gave you the socket, a piece of paper with the part number on it, and a description, printed off the snap-on website.
But with franchises and such, it's hard to make dealers be accountable, they're obviously much more interested in selling.
I really like the brand. The price is steep, but worth it on some tools. I'm literally done with the brand until I get a new dealer. It's easier for me to buy cheaper tools, and mail them out, or outright replace them, if they fail. Less downtime too, and keeping downtime to a minimum is why I choose truck-brands in the first place.
That being said...
Obviously, the website is terrible. Impossible to browse, long load times, lots of poor resolution pictures, socket set sizes listed as 10,19,17,16; instead of in order, etc.
Again, not a huge target market for them. Honestly, seeing a PDF file catalog on SK day turned me off immensely. Buying something shouldn't be "work" or "searching". I have my money, make a simple and intuitive path to let me spend it.
The biggest issue I have, is with warranty accountability. Over a month, waiting on a socket. "I'll have it next week". ********. Finally comes in, wrong socket. I gave you the socket, a piece of paper with the part number on it, and a description, printed off the snap-on website.
But with franchises and such, it's hard to make dealers be accountable, they're obviously much more interested in selling.
I really like the brand. The price is steep, but worth it on some tools. I'm literally done with the brand until I get a new dealer. It's easier for me to buy cheaper tools, and mail them out, or outright replace them, if they fail. Less downtime too, and keeping downtime to a minimum is why I choose truck-brands in the first place.
metalhead212121
Well-known member
- Joined
- Mar 21, 2010
- Messages
- 2,898
Does anyone remember the late 90's early 2000's snap on website? That site was great.. then they kept revamping it and it got worse and worse. Just in case corporate Snap on sees this thread WTF happened?!?!?!!?!?!!?
I doubt you will ever see a snap-ob brick n morter there prices are just way too much if your not getting the truck service. There's a lot of things you get off that truck that you won't get from a store like financing. What store let's you spend 200 bucks then comes and collects there mony $20 a week? Then fixes or replaces your tools and you don't even stop working.
What I would like to see is snapon corp to reign in bad drivers faster. I had a driver retire years ago after him a the guy managed to run the rout in the ground and its been a string of drivers and personalities since. My current location has a good driver who has great pricing so I'm buying snapon again but I'm not gonna deal with snapon credit
What I would like to see is snapon corp to reign in bad drivers faster. I had a driver retire years ago after him a the guy managed to run the rout in the ground and its been a string of drivers and personalities since. My current location has a good driver who has great pricing so I'm buying snapon again but I'm not gonna deal with snapon credit
Brownsfan
Well-known member
My dealer is awesome. No improvement really needed. He warrantied tools for my nephew who doesn't have a dealer anymore. No questions asked. 3 flat head screwdriver and a flex head ratchet that the head snapped off. Hell he even warrantied a 19mm Gearwrench flex head that I didnt buy from him. He said its easier for him to do it. By far the.best customer service of any tool.truck i have ever been on. I have spent a decent amount with him. No boxes purchase (although he tries hard and will get me.to sooner or later) just tools. Always gives deals when he can and takes care of any warranty issues. In return I pay him every week and usually pay in full but not always. I will be takin some work on that.will require travel and even though im not technically part of his route because i am mostly mobile and the.shop.is.not on his route (old shop was) I just meet up with him when i or he can.
logixjock
Well-known member
I asked my driver specifically about this a few weeks ago, citing the commonly held online perception, and he looked at me like I had a horn growing out of my forehead. He said he's never turned down a walk-on who wanted to spend money, and none of the other drivers he knew would either.
I was a walk-on after years of having no driver when I closed my shop, now he sends me a text every week so I can meet him..
Model A Fan
Well-known member
Their sales model is archaic. I have never seen a Snap-On dealer where I can access them. I have seen MatCo and one blue colored logo company. Why not open a small storefront or some online sales similar to Amazon?
The tool trucks are overpriced and too hard to find. I just buy tools that I need, and when I need them, I can't go looking for some dude in a truck with tools.
These companies need to join the 21st century and be more available to the public, as well as lower their prices to be more appealing. I couldn't imagine paying more for a tool box than I did for a car. I am sure you guys think I'm wrong, but these companies seem to struggle to find people to hock their wares. Make it easy to get the product, the price will come down and you'll sell more product, expand your customership and gain more brand loyalty.
The tool trucks are overpriced and too hard to find. I just buy tools that I need, and when I need them, I can't go looking for some dude in a truck with tools.
These companies need to join the 21st century and be more available to the public, as well as lower their prices to be more appealing. I couldn't imagine paying more for a tool box than I did for a car. I am sure you guys think I'm wrong, but these companies seem to struggle to find people to hock their wares. Make it easy to get the product, the price will come down and you'll sell more product, expand your customership and gain more brand loyalty.
Malczewski
Banned
They need to take some of that profit and hire a REAL web development team and create an online chat crew similar to what some of the other online companies have.
All of the(hand) tool companies have **** on the net.
It's 2015 you iggnant hillbillies. Get some video/chat/forums/zoom photography/slide shows.
$400 for a wrench set and a $25 website manged by these
All of the(hand) tool companies have **** on the net.
It's 2015 you iggnant hillbillies. Get some video/chat/forums/zoom photography/slide shows.
$400 for a wrench set and a $25 website manged by these
Conductor562
Well-known member
I once asked to be put in contact with a local driver. He called me a couple days later. He asked me if I worked at a shop. I said no, I work on the Railroad, but I was hoping you could swing by and let me check out your stock.
He said "if you are going to spend $500 I'll run by, but if not it isn't worth my trip".
I live 5 minutes from a shop he visits weeklyand had $200 to spend, but that wasn't worth his time
He said "if you are going to spend $500 I'll run by, but if not it isn't worth my trip".
I live 5 minutes from a shop he visits weeklyand had $200 to spend, but that wasn't worth his time
1950mercury
Well-known member
I once asked to be put in contact with a local driver. He called me a couple days later. He asked me if I worked at a shop. I said no, I work on the Railroad, but I was hoping you could swing by and let me check out your stock.
He said "if you are going to spend $500 I'll run by, but if not it isn't worth my trip".
I live 5 minutes from a shop he visits weeklyand had $200 to spend, but that wasn't worth his time
Stop whinning and buy from there web site than. Im sure drivers have people waist there time all the time. This thread is a joke they are one of the few tool companies making 90% of there tools in the usa and some people still ***** about ****. Are they perfect no but they are making a high quality product made in the usa so deal with it. If your not happy about them shut your hole and dont buy from them.
Malczewski
Banned
What is the best product to clean vomit off a keyboard ?
1950mercury
Well-known member
Your tongue
joel63
Well-known member
Spudland_Dave
Well-known member
How it works in real life...nowhere near that. I've been introduced to 2 District Managers before while they were doing a ride along as "My good illegal customer" said with a chuckle..even the DM didn't care, was thankful for my business, gave me some promo stuff, and all was well in the world.
Most expensive places to buy stuff is off the website and eBay...why drivers would get ****-hurt over it is beyond me. Even a Ship to "Franchisee" model would be stupid IMHO...
I will agree tho that the website is hard to find stuff on...
warmpancakes
Well-known member
the drivers get a cut of the sales on the website, snap on tried a Brick and mortar store in Rochester hills michigan, it closed.
A B&M SO store open to the public would be an absolute failure:
1. All the "lookie loos" would spend hours looking but not buying. Or ask for price matches with HF.
2. All the garage sale crowd would be asking for warranty replacements
3. Shrinkage would be out of site. (or everything would need to be in the back room or locked in a glass case)
However SO is missing an opportunity. They should ramp up the Williams brand and make it easier to buy for the high end DIY'er or semi pro. (and keep SO on the truck)
1. All the "lookie loos" would spend hours looking but not buying. Or ask for price matches with HF.
2. All the garage sale crowd would be asking for warranty replacements
3. Shrinkage would be out of site. (or everything would need to be in the back room or locked in a glass case)
However SO is missing an opportunity. They should ramp up the Williams brand and make it easier to buy for the high end DIY'er or semi pro. (and keep SO on the truck)
sberry
Banned
I think snap has a great business model but,,,,,,,,,,,,,, I could care less how they do it unless I buy some stock.