I received a check in the mail this week... it was from Lee Valley tools. The letter attached said, since I bought a tool x days ago, and the price has dropped since then, LV is refunding me the difference in price. Granted, it was only ~ $20.... but com'on, what modern company today.....
1) offers such a policy?
2) enforces such a policy with ZERO initiation by the customer? No 800 numbers that go to India, on hold for an hour, 4 months later, no check, etc. No, fill out a form, mail in receipts postmarked b4 x date of purchase, etc.
I love the LV catalog, its a ww's drool book... the buyers have such a keen eye for new products, pricing is always fair.... but in the end, I think Harvard Business School should study Rob Lee's business philosophy, and start teaching the same in America. Seems so simple, but yet so effective... treat customers fair and respectful, and they come back forever.... thanks LV....
Disclaimer:
I am a LV internet customer, I never visited a store, (although I would like to)
I never met Rob Lee (although I would like to),
I never received any special treatment from LV. (I don't need any, they seem to treat everyone special)