Hilti sent some tools my way, and they arrived this week.
As the core of their business involves direct-to-customer fulfillment, it seems that Hilti placed a no-cost order on my behalf. This tracks with how most earlier sample orders were placed.
They sent email updates every step of the way.
Sure, the emails are automated, but helpful. One item was delayed, and there was a communication about that too.
With today’s shipment, I received an email asking me about the experience. (I swapped in ToolGuyd’s name for my own.)
Here’s the full survey.
I replied that the packaging was excellent and the email updates were helpful.
One of the boxes was a little damaged from rough handling, but the internal packaging and support made it a non-issue.
I order and receive a ton of tools. Most interactions are great, and others don’t go so well.
Even though all of the communications were automatic, and the follow-ups too, these communications gave me a sense that someone cares. That seems increasingly rare in the world of online order fulfillment these days.
I regularly hear a LOT of complaints from readers about how retailers ship their tools. Yes, sometimes retailers ship tools in nothing but retail packaging, broadcasting to the world that expensive tools just landed on your doorstep. I hate that too.
Hilti doesn’t have retail packaging, at least not that I’ve seen. Everything is in brown boxes, and sometimes sturdy reinforced bag-type packaging.
Multi-shipment orders tend to be a mess to track. Few retailers do this well.
I recently ordered raw materials from a metals supplier, and could only wait for the undelivered items to show up.
Hilti did a pretty good job with this too.
Little things impress me.
Generally speaking with respect to business needs, I find myself seeking lower-friction solutions where possible.
Hilti definitely seems to have polished their order fulfilment process.
Now, if you’ll excuse me, tool testing awaits!
