Les Schwab Tires and Community Indicators
For years we bought tires for our cars at a locally owned tire store, Upeniks. We trusted their judgement, they were close by and served us well. When the owner retired and sold to a chain, Les Scwab Tires, I had a sour taste in my mouth. I was discouraged that another local business had turned into a faceless chain.
I am happy to report that I was wrong. Over the years I have become a die hard Les Schwab customer. I won't buy or have my tires fixed anywhere else. Why? Not because of their (in)famous free meat promotions, or corny TV commercials. I do it because they treat us really well.
When we first had to buy new tires, they advised us on which of our tires still had live in them. They could have sold us 4, but they said we really only needed 2. Whenever we get a puncture flat, we head on over for free repairs. They rotate our tires if they need it - for free. When we go in on a busy Saturday, they give us realistic estimates about how long we will have to wait and they are almost always on the button. So when I need tire help, I go to Les Schwab.
Well lately the brakes have been making a funny noise. And I just can't help feeling that when I go to our regular mechanic that I pay a lot and never really get a clear idea if a problem is resolved. So I called Les Schwab and asked, do you do brakes?
They do. My husband took the car in yesterday around 4:30 pm. They said it will be about 45 minutes. 45 minutes later they ascertained that from an external inspection they could not find anything wrong, but the breaks on all four tires appeared to be out of adjustment. They adjusted all four tires (usually a 20 per wheel fee) and charged us nothing. They said if that didn't solve the problem, to schedule an appointment for them to take the brakes apart and look deeper into the situation. Fair enough.
Now you know for sure where we will go if we have to get our brakes replaced. And the only place we'll buy tires is Les Schwab.
So what does this have to do with community indicators? Well, for one, me blogging about my tire store on a online interaction blog is one thing. If something shows up so powerfully that it changes a pattern, that's an indicator. And the tire store IS in my community.
The other reason is I started to wonder about how community indicators work with business. It is sort of like the social capital of a retailer. Your thoughts?
posted by Nancy White at 12:56 PM
11 Comments:
LES SCHWAB IS FANTASTIC!
I agree completely. I am a retired auto bodyshop owner. I was loyal to another tire chain that does free flats and rotation etc. The difference in service and customer satisfaction is so extreme that I am compelled to write Les Schwab personally.
Sadly Les has been rather ill. My aim is to thank him tonight in the form of a Get Well and Thanks for making such a huge contribution to the planet. I challenge others to have his vision and commitment with similar gargantuian results.
Happy to pass along a super good referal.
I delivered the Bend Bulletin, newspaper to Les and his wife Dorothy when I was a young man. I went to school with his Daughter, Margie and worked with his son, Harlan in his giant tire shop back in 1972. My brother and I unloaded truck trailers of anti-freeze and we also unloaded train boxcars of tires in the summer for Les Schwab Tires while we were in school. I even rode around one day in Les' jeep with Les, my dad, brother and another man and his son and called it deer hunting on a ranch that Les bought from my Grandfather. He jokingly told my dad at the end of that day that he and I were going to deliver my newspapers in his jeep. When I quit working for Les Schwab Tires in 1973, my last paycheck was turned over to the Les Schwab store where I had an account. I called Les at home that night to voice my concern over not having my paycheck to pay my obligations and he told me not to worry about it. The next day, That Les Schwab store called me and my pay was returned. Les did not have to do that for me, but he took the time out of his busy day to take care of my concerns. I doubt that either Les or Dorothy would know me today, but my prayers are with them in their painful rememberance of their two lost children. This is a family that, in spite of their wealth, has been desimated with the tragic deaths of both of their children. Money did not change this family. Les is one of the nicest and honest people you would ever want to meet and he did business that way. What I have been reading here about Les Schwab Tires is the absolute truth. You can't find a better company to buy your tires from. When you buy tires from Les Schwab Tires, you are rewarding honest business practices. I have never seen Margie's children, but I known Harlan's wife and it is my belief that she has raise them to mirror the Les Schwab way, so I have every confidence that the company will remain the great company that it is today. Buy tires from some other store? I wouldn't for half the price. I am a loyal Les Schwab customer.
The glowing praise of Les Schwab Tires was warranted in the days when the old man was running the show. I don't think that's the case nowadays. I believe the company is now being run by young guns, out to make a name for themselves, who don't share Les' understanding and vision of what customer service is. It isn't "real" anymore.
In ref. to Jim's statement that Les Schwab isn't the company it once was, I totally disagree. That couldn't be further from the truth dear Jim. In this day and age you don't get good customer service at very many places. But step into one of Les' over 400 locations, and you've got it! GREAT customer service!!!! And honest employee's that won't sell you something unless you really need it. I can't say enough about how wonderful Les Schwab is as a man, an owner of a huge company, and how wonderful he treats EVERYONE!!!! And Phil is doing an excellent job in standing by Les' dreams and honest day to day work ethics. Truly one of the BEST companies still standing today! And what an awesome dream Les had and made come true! God Bless you and your family Les!!!!
Sadly, yesterday, Mr. Schwab passed away. What a wonderful human being. My hubby is a former manager and through Mr. Schwab's generous retirement trust, we are going to have an awesome retirement, free from monetary worries. His way of doing business is a model for all companies, whether large or small. May he rest in peace.
Les Schwab is hands down the number one tire center in America, I recently moved from Grants Pass Oregon to Houston Texas, and I had to have my tires replaced in the front of my Honda. I went to Discount Tire (the leading tire store down here)When I got there there was 4 empty bays, and hardly anyone in the waiting room, I stood at the counter for over 15 minutes with some Jerk talking on the phone... when he finally got off the phone he didn't apologize for his rude behavior, and asked what I needed. While I was in the middle of telling him my problem he had the audacity when the phone rang to give me the hold on finger, and answered the phone. I stood there dumbfounded for another 5 minutes, then finally was able to tell him what I needed.
He said he would go see what I needed and so on, Wile sitting in the waiting room, I couldn't help but think back to being in Oregon, and how spoiled I was to have someone RUN to my car as soon as I pulled in, and take my keys, instantly pull my car into the bay, and THEN ask what I needed.
When he brought back the bill, it had the price of the tires, a fee for unmounting the old tires, mounting the new ones, a balancing fee, a disposal fee, and even a fee for new valve stems...
I was so angry I told the guy I was not paying for anything but the tires.... well it cause a very big scene, and they eventually discounted my price to what I wanted.
Anyone in the Pacific Northwest that thinks Les Schwab's customer service is slacking needs only to have a problem where there is no Les Schwab to remember that they are THE GREATEST tire center in the nation!
Thanks,
DEAN HARRYMAN
I've been to a Les Schwab in Santa Rosa, CA, in Sonoma County/wine and ranch country a few times. The service seemed great but I always come away with this strong feeling that it is fairly right-wing, as in, women should be at home and gays should be in the closet. Can't of course substantiate that but having worked once with a relative of one of these stores, it crossed my mind. But I read that the employees have good benefits so I really support that. Also, I heard it is very very hard and cut-throat for the managers of the new franchises. So, let's hope the empire is a good one and doesn't fall apart under the pressure to expand!
I was stuck at work with a flat tire, wanting to go home, I had a mechanic fill the tire with air and he told me to go quickly to get a repair. I am blessed to have a Les Schwab Tire Center around the corner from work. They had closed and I waited for my sweet-heart to come to put on a new tire. A young man, Chris Wines, an assistant manager in Vancouver off of fourth plain, in Vancouver, came out after closing down this store and asked if he could be of any assistance, I told him of my fast leak in the tire and Chris said it'd take a minute to fix. He reopened the bay and pulled my pick-up toward the building and was able to remove the tire in moments and had it put back onto my vehicle, in less that ten minutes. My family all witnessed quick work and skill performed and I could'nt even give Chris any cash to thank him for the stress he took off my worried- self. I just had to let someone know of the top notch young man you have employed on your team. I am going to be a new customer and tell everyone how I came to Les Schwab and was not turned away, even though it was after hours. Thank-you for well rounded, happy employees, who seem to make it their mission, to help others. Sincerely, Lori and Jacob Smith, Vancouver, Washington
It is too dangerous for anyone to go to Les Schwab. My daughter had her tires rotated on August 13, 2007. They let her leave with one nut off, and told her to come back the next day and they would put it back on. The next day on her way back the wheel with the missing nut locked, and the car skidded to a stop in traffic. She thought she had hit a dog. The bolt had jiggled its way in and got caught in the works––like throwing a stick into bicycle spokes. She and the cops (Eugene, OR (Les Schwab on 18th Ave.)) got the bolt to fall out, and the car was driven to Les Schwab, where it was fixed without apology. This was after she called them for help (this happened about 300 feet from their front door), and they refused to either help or accept responsibility. Then they left her on hold as the traffic got more dangerous. So it really is too risky to go there.
I wanted to say how thrilled I was to go into the shop in Fairfield, CA and purchase the one hubcap that I needed. I have tried various other shops from CA to OR with not much luck. Salem, OR was also accommodating at selling me just one. The service people in Fairfield, CA - Eddie and Lani were GREAT! Such quick and gracious service I just had to let you know. Stay away from the shop in Napa, CA if trying to purchase anything other than a full set of hubcabs, they were very rude.
I also got new tires at les schwab and after driving for less than 4 days four of five bolts came loose on one tire and fell out while driving on the highway and the wheel began to come off the car. they had forgotten to tighten the bolts. thank goodness no one was hurt.
Post a Comment
Links to this post:
Create a Link
<< Home