We couldn’t bear to abbreviate this wonderful, complimentary letter, so here it is in its entirety. Ron, thank you so much for taking the time to write this!
December 10, 2013
Subject: Outstanding Service
Dear Sir or Madam:
I’m writing this review based on my experience purchasing a pellet stove with Enchanted Fireside in Worcester Massachusetts. Let me preface this by saying several things. I had no affiliation with this company prior to ever meeting any of the folks there. I knew very little about pellet stoves up to that point despite looking in to one at one of their competitors last year and deciding not to purchase, I will explain below. Lastly, I have worked in a fortune five technology company most of my career (30+ years) in marketing and sales.
Personally I know of three stove distributors in Worcester County, there may be more but I know of only three. Having moved back to New England from the south, I was interested in supplementing (not replacing) the oil heat that was already there. I felt a sense of urgency which at first thought should have concerned me. With that mind set and having been professionally trained on the science of selling, I should have known a rushed decision was next and it was.
Last year I went in to one of Enchanted’s competitors and was taken with the sales pitch. Like a real estate agent telling an interested prospective buyer “you better hurry this house won’t last long”, I bought in to everything – shame on me. Lack of inventory, prices going up, installation backlog, you name it, I was told it. The couple that owned it were very personable and accommodating. To “lock in the price” I even signed a “contract” though with a background in law I was not too concerned as its verbiage was ambiguous.
To make a long story short, this company never came out to take measurements. A person in a vertical industry knew of several people that had problems with this particular company especially fitting the insert in and around the mantle. One particular customer had to hire someone else to finish it at a substantial cost to them. I was concerned about this as my house was older and had a nice mantle I wanted to preserve. I started looking at the reviews for this company. They were horrendous for the most part but honestly Enchanted has their share too, it is very easy to submit erroneous reviews and I was well aware of that. It wasn’t until I asked for my money back and was told I wouldn’t get it did things escalate. Needless to say I did get it back but with a fight unfortunately. I put off the purchase decision until the following year. (2013)
This year prior to visiting Enchanted, I went in to see the other major competitor in Worcester County. I was now more knowledgeable and aware of what I needed. The gentlemen did a nice job extolling the features and benefits of their stove along with post sales support and what they had to offer in that area. I was impressed but promised myself the year before I would visit both of the other foremost distributors before making a decision.
I entered Enchanted’s retail location the week before tax free weekend. It was crowded and several people looked like they were purchasing stoves and others listening to what the sales people were saying. It was then that I met one of the owners, Ms. Karen DiVerdi “indirectly” as I stood next to a couple who were in the latter stages of the sales cycle. They were very nice and we were both allowed to ask pertinent questions regarding a stove they had interest in. They ended up purchasing it and I was asked to politely wait until someone could help me.
It was at that time Karen personally helped me. I sat at her desk while she probed me for information. She did a wonderful job relating to me as a customer, her needs assessment was accurate and any objections were first acknowledged then were overcome in a light engaging manner. Her trial close was spot on but I backed off when it was unclear whether I wanted to purchase or finance the stove and she recognized it. This gave Karen the opportunity (not “forced” but “engaged”) to talk about the program she and her husband put together with a local credit union as well as a reputable pellet supplier. I was dually impressed and it “sealed the deal”.
I was contacted within days by “Albert” in service that set up the appointment for (if my memory serves me correctly) Jim who came out and measured. Jim explained his part in the process. He understood before coming out my concerns, again acknowledging them and stating when he gets back to the office the measurements would be input in to a program that Karen wrote herself to help her company work better with the manufactures in fitting the surround of the insert to the mantle.
Only two or three days later I got a call back from Karen explaining to me she did not feel comfortable with the fit of the stock surround the Mount Vernon came with and my particular hearth and mantle. My first thought was “oh no”. Karen then explained in cases like these her company has partnered with a “metal or steel fabrication shop” (I don’t know what to call it) to do a custom surround and that she thought it would look nice and sent me pictures based on Jim’s measurements and the pictures he took. She was honest and said it would cost more (not ridiculous by any measure) but felt I would not be happy with anything less and I agreed with her and said please order it.
Just a day later I get a call back from Karen asking to come out personally. She met me at my home and explained before she ordered it she wanted to take one final measurement to make sure. Honestly, at this point I would have bought her car, her husbands bicycle, whatever, I was that much at ease with the whole process.
Albert called me a couple of weeks later to schedule the installation. The insert was in and I was excited by this point. I could feel the briskness of fall and wanted this to be over. The installation crew with “Mike” at the helm arrived on time and ready. They came equipped with the right dolly, took precautions with my hard wood floors and had it installed in no time. He explained all I had to do was then call the town and schedule an appointment, which I did. Mike explained he could not show me how the stove operated because the inspection had not been done and to follow up with the store. The inspection went off without a hitch and my pellets were delivered a couple of weeks later which was fine.
It is at this point (or rather before) you want to acquaint yourself with the owners manual and electronic thermostat (if your stove has one). I “winged” it and it wasn’t long before I was calling the store and wondering what “minimum temperature in firepot” meant. While extremely nice, I could sense a little frustration in one of the receptionist’s voice after my third call so do everyone a favor including you; before the inspection read the manual then go to the store once more with any questions. It really is not that difficult trust me.
In Summary, the purchase experience at Enchanted Fireside could not have been any better. Everyone I met or came in contact with from sales to support, were competent professionals with a commitment to excellence second to none in their craft. While I met only one of the owners, I have no doubt Mr. DiVerdi is as skilled as his wife. After all, don’t they say behind every great woman, is a good man? Or maybe its behind every great man is a better woman whatever the case, the shoe fits both feet at this small business, you can’t go wrong.
Sincerely and without reservation,
Ron V., Southbridge