Outstanding Customer Service
My first post on this forum I have been a lurker here for several years and have learned a lot from all the good folks who are so kind and generous with their time and knowlege. I now consider myself a seasoned RV'r with much help from this forum. Thank you. I had a recent experience with Northwoods Mfg and wanted to give them a shout out to all you folks, just so you know that there are some good companies in this business. Following is a copy of the email I sent to them:
A while back an RV dealer told me that Nash and Northwood customers are the most brand loyal in the business. I knew that that described me as I now own my second Nash. I assumed that the loyalty was inspired by the quality of the product and the satisfaction that the owners got from their rigs. As it turns out, there is more to the story. My trailer had a broken piece of vinyl trim. I searched the Internet and parts dealers for a replacement part, to no avail. It is a specialty product that only manufacturers can get apparently. I then contacted the Northwood service department. The man I spoke with seemed quite busy, but he took the time to listen to my problem, sympathize with my difficulty and said he would see what he could do for me. He took my name and address and that was the last I heard for two weeks. I assumed that he had forgotten or discarded the request as it was such a small item. This is what I have come to expect from corporate customer service
Imagine my surprise when yesterday a package arrived with my replacement trim! Words cannot describe the gratitude I feel to the service department and the entire Northwoods team. This kind of service has to be a corporate culture. It is common for companies to expect and even sometimes try to coerce customer loyalty. It is extremely rare when a company exhibits loyalty to it's product and customers. I know I cannot repay Northwoods and it's employees for their kindness and generosity (the part was sent at no charge). Suffice it to say that I will always be a loyal customer and I will spread the gospel of what a wonderful company Northwoods Manufacturing is.
Thank you so much. I hope it makes you all happy to know that you have created just a little more happiness in this world.
A while back an RV dealer told me that Nash and Northwood customers are the most brand loyal in the business. I knew that that described me as I now own my second Nash. I assumed that the loyalty was inspired by the quality of the product and the satisfaction that the owners got from their rigs. As it turns out, there is more to the story. My trailer had a broken piece of vinyl trim. I searched the Internet and parts dealers for a replacement part, to no avail. It is a specialty product that only manufacturers can get apparently. I then contacted the Northwood service department. The man I spoke with seemed quite busy, but he took the time to listen to my problem, sympathize with my difficulty and said he would see what he could do for me. He took my name and address and that was the last I heard for two weeks. I assumed that he had forgotten or discarded the request as it was such a small item. This is what I have come to expect from corporate customer service
Imagine my surprise when yesterday a package arrived with my replacement trim! Words cannot describe the gratitude I feel to the service department and the entire Northwoods team. This kind of service has to be a corporate culture. It is common for companies to expect and even sometimes try to coerce customer loyalty. It is extremely rare when a company exhibits loyalty to it's product and customers. I know I cannot repay Northwoods and it's employees for their kindness and generosity (the part was sent at no charge). Suffice it to say that I will always be a loyal customer and I will spread the gospel of what a wonderful company Northwoods Manufacturing is.
Thank you so much. I hope it makes you all happy to know that you have created just a little more happiness in this world.
