"When it comes to customer relations Grainger management would do well to take a lesson from McMaster Carr"
I had a salesman from Grainger come in my office one day and asked why we had not bought as much from them lately. He looked over and saw my "yellow bible" on my desk and joked that I should throw it away, that they had a better company, better products, blah, blah, blah. He left me his card and promised the his personal service. A couple days latter I decided to give him a chance and needed to order a Dewalt saw. I called him and he seemed very distracted and refrred me to his "assistant". Three days later my package came but it wasn't the saw I ordered but 2 pieces of warehouse gaurdrail?!?!?! It took two weeks to get the order straight (I ended up buying the saw from HD)and then they tried to bill me for the shipping for the returned gaurdrail. I deal with a lot of companies in my job and McMaster-Carr is hands down the best. Even if an item is a little more expensive, the fact that I can get it the next day is worth it to me.
It always cracks me up when I get the old, "you should have you order in 10 days to 2 weeks" from another business. It makes you wonder, if McMaster-Carr can ship as fast as they do, why can't other companies.
Last edited by Bill Marlow; 01/15/2009 1:16 PM.
