What's up with ESI?

[Russell Cissell]

Have you experienced trouble getting through to ESI recently?

We were going through a major transition over the past two weeks. We have relocated to a larger shipping facility. We took every possible step to minimize the impact of this transition on our customers. There were however 3 days last week when nothing shipped at all due to a "miscommunication" with our UPS rep. For a couple days there, we were in limbo.

I am truly sorry for anyone who was inconvenienced by this delay. I know how frustrating it can be to have good weather and no product. The good news is the transition is over and it's a whole new ball game.

For those who didn't receive a news letter, here is a little bit about what's happening.

What's new?

Our address. . .

We just finished moving into our new facility so you will notice a new address on your packages. You will also notice a much faster turn around on small orders. We are now set up for same day service on all UPS orders. Our pick up time is 2 pm so if you are in a hurry, try to get your orders in by 1:00 pm CST.

Our new facility also has direct rail and barge access. This means we can get very aggressive on container freight prices. It's just as easy to load a rail car as a UPS or freight truck now. This also means that we are saving on inbound freight for many of the materials we import. You will see that we've passed these savings on to you in the form of lower prices on many of our powdered formulations like HD-80, EFC-38 and Citralic.

Better Customer Support. . .

I was personally singled out as the weakest link in our old order processing system. As of April 6th, 2007 I've been reassigned and replaced by Suzie in customer service. For those of you who prefer to place your orders by phone, you can expect a friendlier voice and much more reliable service. You can place your orders by phone at 1-866-536-7393 or by calling Suzie's direct line at 314-809-3043. (please go easy on her with the tech questions, she is really busy processing orders)

If we have your e-mail address at the time the order is processed, you will automatically receive your tracking number(s) from UPS.

My main function now is that of technical support. If you have questions about products, or wood restoration in general, I'm available direct at 636-288-8512. I can be reached through the toll free number, but you will probably have to wait to be transferred. I'm not in the office much these days. The 8512 number is my cell which I've got with me at all times. If I don't pick up, I'm either on another call or cannot hear the phone. Feel free to hang up and call right back, or leave a message. I've also got access to my e-mail from the field (or anywhere else) now, so feel free to shoot me pictures before you call. (Gotta love the CrackBerry)

I am here to help you with anything except taking orders. If you force me to take your order, I'm just going to pass it along to Suzie tomorrow or whenever I get back to the office. I should also warn you that I'm probably in the lab, the field or in my truck so there's a good chance I'll write your order on a napkin or paper towel or something.

If that seems scary, you will understand why everyone would prefer if you place your orders direct with Suzie at 314-809-3043. Our goal is to give you the best service possible, contacting our best team member for your task will help us do that for you.

New Web Store. . .

If you haven't already, check out our new web site. It's a major improvement in functionality and much easier to navigate. It does require you to register to receive your contractor discount. Registration only takes about 3 min and your discount will be set up within 24 hours. Once your discount is set up, you will see a discounted Member's Price for each item on your next visit to the site. If you have any questions about how to register for the site, you can call Suzie at 314-809-3043.

Better Freight Rates. . .

We have negotiated some outstanding discounts with UPS and many of the common carriers. We are passing these savings directly onto you. You will find that we have the lowest shipping rates on smaller orders along with several FREE FREIGHT offers. In addition, pallet order fright charges are actually going down even though the price of fuel is going up.

The one thing that hasn't changed is our commitment to quality. We're just learning to apply our commitment to quality products to the overall customer service experience. It has taken nearly two years to revamp our entire operation, but now that the transition is complete, it was well worth it. If you have any suggestions on how we can improve your experience in the future, feel free to give me a call, or shoot me an e-mail.

I'm looking forward to an exciting 2007 season!


In a nut shell. . .

New address
1230 First Street
St. Louis, MO 63102
(will call open from 8 am to 3 pm)

Updated Contact Information
Customer Service 1-866-536-7393 (General questions and information, you will likely be transferred)
Express Order Line 314-809-3043 (Suzie's direct line, perfect for placing/tracking orders)
Technical Support 636-288-8512 (This rings through to Russell Cissell)
Fax Orders/POs 636-899-1228 (Fax your PO if you have an account)



Best of Luck!

[Barry M]

Congrats on the new facility and my hats off to you for improving your customer service and shipping methods.

I know you've obviously been busy but I was curious if you've had time to put any thought into the brochure we talked about at the STL RT. A brochure that us contractors could hand to our customers so they could see for themselves the benefits of WTW?

[Jarrod]

Great question Barry.

[Beth n Rod]

I want some!
We would surely use them.
Wood Tux brochures. {HINT}
Beth

[Integrity.PSI]

How about Wood-tux/Woodrich brochure?

[PLD]

Thanks for the update!

[Freshlook]

Awesome!!! Great products, and great shipping.. Sounds like a win-win situation

[Russell Cissell]

The new product brochures should be ready for shipping within a couple of weeks.

We are also creating a new web site as an added value to our customers. When it is finished it will be a great place to send your customers to get more detailed information about our products and the wood restoration process in general. It is being designed as a sales tool for you. It's a photo rich environment with an emphasis on quality.

If you choose, you will also be able to list your company along with a photo portfolio for homeowners who are looking to connect with contractors in their area. The new web site will launch later this spring.

We are really pleased with our new location. Plenty of room to grow and ideal for the kind of quick turn around service our customers need.

Our mascot (Millie) thinks it's too loud.

[bigchaz]

Millie looks sad that you put ground up puppies in the hd80

[Barry M]

Originally Posted by Russell Cissell

The new product brochures should be ready for shipping within a couple of weeks.

We are also creating a new web site as an added value to our customers. When it is finished it will be a great place to send your customers to get more detailed information about our products and the wood restoration process in general. It is being designed as a sales tool for you. It's a photo rich environment with an emphasis on quality.

If you choose, you will also be able to list your company along with a photo portfolio for homeowners who are looking to connect with contractors in their area. The new web site will launch later this spring.

We are really pleased with our new location. Plenty of room to grow and ideal for the kind of quick turn around service our customers need.

Our mascot (Millie) thinks it's too loud.

Hey I asked you a direct question and you answered it holy ****! So that's how it works. Thanks Russell.

[Jarrod]

Originally Posted by bigchaz

Millie looks sad that you put ground up puppies in the hd80

Man, that's sick and funny! LOL

[Jarrod]

Russell, that web site idea is genius! Please let me know when it is ready for photos. Is Scott helping you with the brochures?