How to do Business

[Joe biebel]

I ordered some parts (sockets) to make connecting cords for my bungee system from Leon Paul. The website either had an incorrect picture or the person in GB that shipped the order did not get it right. I have never had a problem before with any order to Leon Paul. I ordered from LP USA and it was shipped from GB. Here is what separates fencing equipment companies in my opinion. When I informed Bill Murphy of the situation he turned it from a "black mark" into a lesson in customer service.

Bill looked at the order, looked at the website, apologized appropriately, made a call to check availability, ordered the parts I needed "overnighted" to me. He did all this in less than 5 minutes while I was on the phone with him.

Every business makes mistakes. It's how you deal with an occasional failure that separates the players from the wannabees. This is how to do business. Anytime you make an error and turn it into future sales, you know you are doing something right. Way to go LP.

[catwood1]

I had a similar experience with LP earlier this year. In my first time ordering from LP, ordered a mask and had some difficulties getting it. They could not have handled it better afterwards.

NICE JOB LP!

[Slacker]

How refreshing to hear about your positive experience, Joe. (Last month I bought a LP contour fit mask on the advice of f.net. I am tickled with it. )

In my business one of the phrases always in the back of my mind is, "How can we shine here?" It's a good philosophy to have, professionally and personally.

I hope to visit your salle open house Sunday, not to fence but to say WOW.

[irishfolker]

I've only ever dealt with the Leon Paul folks in person at NACs, but they have always been supremely considerate and professional. At Rosemont, I was shopping for an FIE plastron and mask. They had the plastron, but Bill couldn't find the mask I liked in my size. I at least now knew the size I needed and planned to order when I returned home.

I was at the armorer's checking in my stuff (including my old mask) when Bill came running over, telling me he had found the mask in my size after all. I came over after I was done at the armorer's and bought it. I consider that going the extra mile for a customer. Needless to say, I am a loyal Leon Paul customer now.

[telkanuru]

The main issue (seller-side) with being nice like this is occasionally people take advantage of you.

For example, I work at a grocery store which has an open-return policy. The other day, a woman returned a half-eaten box of Trader Joe's O's High Fiber Cereal. When we asked her what was wrong with the product, she said (and I quote), "It had too much fiber."

WTB /facepalm smiley.

Anyway, LP's always been golden for customer service. I've had some serious issues with SwordMasters, but that was a long time back.

[seven6ty]

Yeah, great guys. They always take care of ya.

[Nolano]

I haven't had any issues, so I can't second any of these experiences... But my orders have all gone swimmingly, and crazy fast for being shipped from the UK.