Sometimes this blog focuses on woodworking history, sometimes on woodworking technique. Sometimes I write about interesting things I have seen. Today I am writing about the mechanics of the business. While it is my great pleasure to research and explore woodworking - I just started a new research project which has totally invigorated my interest in furniture (more on that another time) - the thing that actually takes up a lot of my brain space, especially this time of year, is wondering if the company is doing a good job. Why are you shopping with us? Will you continue to shop with us? Are we doing anything that will drive you away?
We get asked all the time why we sell or don't sell certain items. And some customers notice that many of the things we sell have a fixed price that is the same as the price Amazon and other dealers use. This "MAP" - Minimum Advertised Pricing - is a technique used by manufacturers, especially in the age of e-commerce, to make ensure that the a couple of on-line vendors don't lower their prices so much that all the other retailers drop out. Retailers are not allowed to sell a regular product below the manufacturer's stated MAP price; if they do, the manufacturer will sanction or drop them. When TFWW first started, MAP pricing was pretty rare. Now it is more common. Without MAP, we rarely take on a new maker. We can't afford to.
Why do we love MAP? Basically, MAP encourages retailers to compete for customers based upon the full package. That is, the things that we try to offer as our basic business mission: service, comprehensive stock, expertise, pleasantness and convenience.
So in the case of Festool - we are the largest Festool dealer in NYC and one of the largest Festool physical stores in the US - we have comprehensive stock. Many times customers come in hoping that we'd be willing to handle a special request of an replacement part and they're surprised to find that we have it in stock. (And if your replacement part really is obscure, we would be happy to order it specially for you.)
As many of you know, we started out as a hand tool retailer, and the real reason we started selling Festool is that we were enthusiastic users of the tools ourselves. Once we started selling Festool, we quickly realized that most of our customers who were professionals who needed their tools right away. For our customers in the Tri-State area and beyond (Rhode Island, Massachusetts, Maryland, Eastern Pennsylvania), we could deliver tools the next day. Most of the US east of the Mississippi River could get delivery within 2 days. Dave, our Shipping guy, takes his job seriously and makes sure that if we can ship today - order by 3 pm EST or a smidgen later - we will. Festool orders over $50 ship for free anywhere in the US.
Our enthusiastic use of Festool means that you can call us any time and speak to someone who is a Festool user - someone who has practical experience with the tools. We ourselves are curious about how Festool tools can solve project challenges, and we're always happy to offer guidance to our customers.
It's also a point of pride for us that we will handle 30 day returns and both warranty and out-of-warranty repairs. If you are buying into a high-end premium brand like Festool, why not take advantage of the brand's premium features?
This Saturday we're going to have another Festool Fest, our homegrown alternative to the Festool Roadshow. We've hosted the Festool Roadshow (see the picture above), and we realized we can offer all the benefits of the Roadshow - Festool and Festool-trained staff making non-stop demos of the new and classic tools; Festool swag; show discounts; and refreshments - even when the Roadshow is skipping NYC. So no truck, but we're especially excited about the new Cyclone. And if you were curious about some of the newish Festool innovations like Granat Net but never got around to checking it out, come on down.
Festool Fest is a great opportunity to get the tools in your hands and even get to give Festool staff some feedback.
We look forward to seeing you on Saturday!