Services at STIHL SHOP
At STIHL SHOP we don't just sell tools; our commitment to you extends beyond your purchase. Our mission is to provide continuous support, making sure your tools operate seamlessly throughout their lifespan. So, let's dive into what sets us apart by getting to know the team at STIHL SHOP Howick as they showcase the services they offer.
MEET THE TEAM
At your local STIHL SHOP, our teams are more than just experts; they're enthusiasts who share your passion for quality tools. They are committed to delivering top-notch service and providing valuable tips that go beyond the basics. Let's get to know the people behind the scenes: Garth, the owner from STIHL SHOP Howick!
G: Before STIHL SHOP, I was a Logistics Manager for a Corporate FMCG company. When the chance came to start something new, we chose a STIHL SHOP because of the nature of the brand and its reputation for quality.
WHAT SERVICES DO YOU OFFER?
G: We provide a comprehensive suite of services to our valued customers, starting with professional guidance from our knowledgeable retail team to help you select the perfect tool for your needs. Our full-service workshop is staffed with certified technicians dedicated to the maintenance and care of your tools, ensuring they perform at their best.
Additionally, we offer a range of services that you might not yet know about, including the STIHL Courtesy Program, where we can loan you a tool while yours is in our workshop so you can still get your job done. Or take advantage of our convenient 1 Hour Click & Collect option, which allows you to quickly pick up your products in-store. Furthermore, we provide long-term support for your STIHL tools by offering access to spare parts for up to 10 years after a specific model has been discontinued, giving you peace of mind that your investment is protected for years to come.
TECHNICIAN TIPS
Our technicians are not just skilled Service Technicians; they are also your go-to source for valuable advice to maximize the performance and efficiency of your tools. From maintenance tips to the best ways to use your tool in specific applications, read on for answers to a few of the most common questions:
WHAT IS YOUR TOP TIP FOR LOOKING AFTER TOOLS?
D: Cleaning. A quick wipe down after using your tools makes a massive difference. Clean off any resin and other substances; resin accumulates and hardens, and can eventually make its way into the housing and other parts of the machine. Before cleaning petrol-powered tools, make sure the machine has cooled down.
WHAT'S THE MOST COMMON MISTAKE USERS MAKE WITH THEIR STIHL TOOLS AND HOW CAN IT BE AVOIDED?
D: Definitely the oil mix - for STIHL tools this must be a 50 to 1 oil mix. An easy way to make sure you get the right mix is to get a mixing bottle. The mixing bottle has measuring scales on the bottle and on the lid which make it super easy to see how much you're putting in.
WHAT IS YOUR TOP MAINTENANCE TIP?
D: One of the simplest tips that can make a significant difference is ensuring there is no debris in your fuel tank. It's quite common for dirt, leaves, sticks, and stones to find their way inside. Keeping the fuel clean will help prolong the life of your tool. You should also check the air filters and cooling fins, as they can become dirty as well.
HOW OFTEN SHOULD YOU SERVICE YOUR TOOL AND WHY?
G: We encourage people to bring their tools in for their first free service and then service it annually. The importance of servicing and maintaining a tool is to make sure it is running as it should. Another reason for annual servicing is preventative maintenance – to prevent any unexpected failure or damage that could later cause issues and come with a big cost.
SERVICE YOUR STIHL TOOL AT HOME
STIHL tools are built to last, and with good maintenance, you can extend their life even further. Our at-home service kits, including an air filter, spark plug, and fuel filter, ensure your tools operate at their best. The service kits provide customers with a convenient and easy way to maintain their tool regularly, but we do recommend bringing your tool in for services that require more technical work.
WHY IS IT IMPORTANT TO DO REGULAR MAINTENANCE AT HOME?
D: There are three things tools commonly have: a spark plug, a fuel filter, and an air filter, which are all relatively easy to maintain and replace yourself. Keeping these clean will extend the life of the tool and keep it running at peak performance. A lot of air and fuel go through the filters, and it's not always clean, so replacing these and keeping them clean is a great way to extend its life.
MINIMUM 10 YEARS SPARE PARTS
Did you know we keep spare parts for a minimum of 10 years after a product becomes obsolete? It's our commitment to you, ensuring you can use your STIHL tool for many years to come. And here's a fun fact: You can easily identify original spare parts by looking for the STIHL logo or the stylized "S" symbol—this way, you know you're getting the quality and reliability you expect from us.
HOW DOES KEEPING SPARE PARTS FOR 10 YEARS BENEFIT THE CUSTOMERS?
G: It gives customers confidence in our brand and products, to trust their investment will be reliable for many years—if something does go wrong, they know they can get it fixed and where to go. A lot of our competitors do not do it; that's an advantage for us. We notice customers often come in and want us to fix a different make of tool, and there are no parts available.
STIHL COURTESY PROGRAMME*
When you bring in your STIHL Tool to your local STIHL SHOP to be serviced, we can offer you a battery-powered courtesy product to keep you going (participating stores) - just like when you take your car in for a service.
HOW HAS THE STIHL COURTESY PROGRAMME ENHANCED CUSTOMER LOYALTY AND SATISFACTION?
G: We use our courtesy tools for customers to try before they buy, and for customers who urgently need a tool to finish the job when theirs is in for a service. We also find many customers appreciate the opportunity to try the product, especially battery products that are still unknown to many users. They enjoy that it is free and there is no obligation to buy, but we find almost 100% of customers who try the product buy the same or similar product. It's a win for them and us.
1 HOUR CLICK AND COLLECT
We get it; time is precious. That's why we've made shopping at STIHL SHOP hassle-free and convenient with our 1-hour Click & Collect service - where products are assembled upon pickup.
HOW HAS THE 1-HOUR CLICK & COLLECT SERVICE ENHANCED THE CUSTOMER EXPERIENCE?
G: The convenience of shopping from anywhere has transformed retail. Our customers appreciate the ability to order online and then visit our store to collect their purchase within one hour. This swift service ensures they don't feel like they're losing valuable time, as we also ensure that the tools are fully assembled, fuelled, and ready to go. Moreover, when they arrive to pick up their order, our knowledgeable staff is on hand to answer any questions and even demonstrate the item for them. This personal touch combines the immediacy of online shopping with the added value of expert in-store assistance.
The STIHL SHOP experience is not just about tools; it's about the people, the expertise, and the commitment to your satisfaction.
