I love Les Schwab

I’ve got a thing going with Les Schwab. Not with the man—my tofuish sensibilities don’t mesh with Les’ “Free Beef” mentality—but with the chain of tire stores that he founded.

Yesterday I bought four tires for our Prius at the south Salem Les Schwab Tire Center and, per usual, my experience with the company was exemplary. I wasn’t thrilled about getting a new set of tires after putting only 20,000 miles on the original equipment Goodyear Integritys, which, along with quite a few other Integrity owners, I can pithily describe as four rolling pieces of crap.

But the Les Schwab employees perked up my spirits as soon as I walked into the store. I’d briefly considered buying tires elsewhere. However, when I called Les Schwab to get a quote on some Toyos I told the guy who answered the phone:

You’ve earned my loyalty after one of your crew ran out to greet me in the parking lot when I came in this spring with a tubeless mower tire that I couldn’t figure out how to fix. He repaired it for free in a flash.

That sort of Les Schwab service is legendary, as described in this glowing online business magazine article: “Four tires, free beef.” They fix flats for free, whether or not they sold you the tires. And when I said “ran out to greet me,” I meant that literally. Les Schwab employees run all over the place. This is one high-energy, high-customer service business.

I love it. Everyone I interacted with yesterday afternoon was positive, enthusiastic, honest, and—most important—real. I always get the sense at Les Schwab that I’m being treated as an authentic human being (albeit with a credit card) by another authentic human being (albeit one who wants me to use my credit card at the store).

After deciding on some top-of-the-line Toyos, the same as we’ve been happily using on our Volvo wagon for several years, I settled in to the customer waiting area. Free popcorn and coffee is another Les Schwab trademark that I personally appreciate a lot more than the free beef (how about a “free tofu” option for us vegetarians, Les?). The popcorn bin was full, as were the coffee pots.

I was within easy earshot of the front desk, so was able to listen to the Les Schwab staff talk on the phone and in person to quite a few other customers. Invariably they were treated with the same respect and competence as I was.

It’s clear that Les Schwab workers enjoy their jobs. Lots of other service businesses, particularly large chains, are filled with sullen employees who, just as clearly, wish they were doing anything but what they’re doing.

You don’t get that feeling as Les Schwab, undoubtedly in part because of the company’s generous profit-sharing plan where half of store profits are set aside for bonuses, health benefits, and retirement trusts.

I was told that my car would be ready in about 45 minutes. At 3:30, right on time, I heard my name being called out. A credit card swipe later I was driving out of the lot on four Toyo tires that are a heck of a lot safer than the near-slicks we were tooling around on before. (Click here to read complaints about the OE tires from other Prius owners.)

And on the positive side, click here to read more praise of Les Schwab from another blogger. The comments to this post are equally positive. Some are quite moving, such as the story about the Les Schwab employee who, at 9 pm, brings four tires to a van stuck in the middle of central Oregon nowhere. The story ends with:

I insisted on tipping him $25 for giving us service that was beyond anything I had ever seen. He said “No thank you” followed by occasional “Sir, it’s just my job.” Not only that, he wouldn’t even let us pay a service fee for coming all the way out there. I have no personal ties to Les Schwab. This was just such an amazing experience that I wanted to share it. I was a Les Schwab customer before, however, now I’m one of their greatest evangelists as well.

I am too. Because when you’ve got a tire problem and see one of these signs, you really are close to heaven.

Comments

[Rick Turoczy]

Thank you very much not only for linking to my post but for highlighting the stories that other "commenters" have shared. I'm glad that this content helped you tell your own Les Schwab story.

Hopefully, lauding their behavior will encourage others to follow suit.

Take care,
Rick

[Carol McMahon]

Yah go Les Schwab! Its the best place in the world!!! And the people there are AWESOME! I know, I work there. ~*Carol*~

[pril]

i've had nothing but excellent service from the Schwabby!

Tire shop employees are usually pretty cheery, from my experience (having been one) because it's, well, a cool freakin job! Great benefits helps, but i thought being a tirebuster was just fun. (i, however, worked for Sears, but it was still fun)

[Chris Evans]

December 14,2006, I was travelling east bound on I-90 in a snowstorm. That was when the indicator light for low tire pressure lit up. I was approaching Ellensburg WA, so I took the exit and pulled into a gas only station. I gassed up and looked at the tires. Ya the left rear tire was low so I pulled over to the air station. By the time I got there it was completely flat. So I aired it up and went inside and asked where I could get a flat fixed. It was nearly 7PM. I was told that there was a Les Schwab center down the road and they might be open. I drove down there and the lights were off but I pulled in anyway. I could see some people inside. When I knocked on the door I was waved to the side door. When I went to that door he said "we're closed". I said I have a flat and I have 200 miles to go tonight. He said OK come in, but I could see he was tired. He helped the other people then fixed my tire for me. His name was Mike Willer and I just wanted to thank him for his outstanding service and kindness. Please forward this to Les Schwab corp. and to his supervisor. This is the kind of people who build a wonderful business and I appreciate his kindness.

[Mower Tires]

All I have heard is that Les Schwab has great customer service and quality care. I usually just go to a Goodyear dealership for my needs. Goodyear has been sub-par as of late. I was also told that Ken Jones has great equipment over at his shop. Will have to check them both out.

[Kerry J. Kincaid]

I want to compliment the staff at Newport, OR location. Ken, Mgr., Brady, AM, and Mike Hogle from the shop all handled me professionally and showed great concern that they would take care of my problem. They did so at N/C to me, and made me feel it was very important to them that they took care of the problem, to my satisfaction. I used to live in Lake Oswego from 1989 to 1996 and always purchased tires, studded tires, rims, etc. from the location in Tigard. I was extremely pleased then, and now! I will always continue to do business with Les Schwab and refer all my friends and acquaintenances to do businss there! Thanks!

[Rafa]

Great service. I been to three different locations and it's always been great costumer service. Love them.

[Nancy P]

The Port Townsend Les Schwab employees are awesome!!! We got a flat tire on a day trip there in my husband’s Mini. We were able to drive it to Les Schwab but they didn’t have the small size tires we needed. They couldn’t have been kinder nor more concerned - all of them. They pointed us to Gary’s affordable rentals (Gary was great too!) down the road and we are bringing four new tires back from Seattle in the morning. They have assured us that while they have days of apts, they will be glad to stop and install ours so we can be on our way. Les Schwab tires don’t have the best longevity guarantees, but we are so impressed with their service and the way their employees are both professional and so accommodating, they have made customers out of us time and time again!