Posts Tagged → customer service
Harrisburg’s Midtown Scholar A+ experience
One of the pleasures of maintaining a blog is the opportunity to write about any old subject the author desires. It could be cats, dogs, selecting household paint colors (the best quality I ever saw were at the Farrow & Ball store in Dublin, Ireland. The best. Unbelievable, really.), gardening, hikes, nature photos, cooking, the funny turns of daily life, and of course politics and culture. Well, I had long ago hoped to write about all of these things, minus the cats. But the political developments since the Obama years have grown into a now direct threat to American democracy. As was Obama’s stated plan for “fundamental change,” whether Americans wanted it, or not. So the political stuff has dominated here, even though there should be so much more to life to write about.
Despite the incredible political developments since Biden’s Satanic Red Hell speech in Pennsylvania last week (during which Biden made no mention of China or fentanyl or the open border and instead declared official US military war against his political opponents), and a federal judge stopping the corrupt FBI from any further handling of the thousands of pages of medical records, accounting records, and private legal records that the FBI stole from President Trump’s Mar-a-Lago home for political gain against him, I am taking a moment to recognize a local used book store. Why not, we all need a break from the political misery that is gripping our beautiful nation.
And we are recognizing not just any book store, but the Mid Town Scholar book store here in Harrisburg. A small business run by a guy named Eric Papenfuse, who had the fatal attraction of politics inflame his brain. He served as Harrisburg’s beleagured mayor for eight years, and is now blessedly back to running a really neat used book store that provides so much happiness for so many people.
Yay Eric!
I want to thank Eric for having the Mid Town Scholar open at all. In 2012, when I ran for state senate, Eric’s book store café in Mid-Town hosted all of the political debates in a safe and nice atmosphere, with good seating for a large audience, and good electronics for communicating with the public. It was a real service to the public to provide that forum, which I always appreciated and which the Harrisburg area and Dauphin County benefited from.
So fast forward just a few years and I am looking for A River Runs Through It in paperback, as a gift for my son who is beginning his life adventure as a young adult. I grew up bait fishing and fly fishing in Central Pennsylvania’s trout streams, limestone and freestone, and Norman Maclean’s Siddhartha-like use of the unifying river theme in his amazing book is an important idea for all young people to begin life’s journey with. And so I was determined that this wonderful book was going to be my gift to the traveling boy.
Problem was, I could not really find it in paperback. Not new or even just slightly used, for any reasonable amount. And it seemed a lot of sellers wanted an arm and a leg for what should be a five buck book, especially one that was literally eaten by a dog. After failing to find what I wanted at Abe Books, and despairing of Amazon’s heartless tactics, I decided on a whim to try our local community’s used book store, Mid Town Scholar. And I was like “I’ll be damned,” because they actually had two copies. Each for a great price.
So I ordered both copies online, one for my son and one for me, as my own original from 1992 long ago swam off into someone else’s book collection. Within a few days I had professional email notices telling me exactly where my two books were, and that I could pick them up in person, if I wanted to, either at the café in Midtown Harrisburg, or possibly at the warehouse not far from my home, when they were ready. And so that is what I opted to do, to pick it up at the warehouse. Even though this is not how I was supposed to pick up the books, the staff still emailed with me and helped me get what I wanted in the way I wanted it. In a nutshell, I met the nicest, most cheerful and personable people working for Mid Town Scholar, who treated me most professionally and who delivered A+ customer service.
Thank you, Mid Town Scholar staff! What an excellent experience.
And on top of all the excellent technical support and customer support experience, both books were brand new. They did not seem to have any wear or use. Talk about receiving something rewarding ordered unseen on line, and relying on someone else’s judgment about its quality, and being more than pleasantly surprised. I don’t know if Mid Town Scholar can replicate this kind of experience every time for book buyers, but I will say I am really pleased with my experience from beginning to end.
Books are nowhere near dead, and I encourage everyone to buy some used books. They don’t need batteries, they don’t strain your eyes, and it is amazing what was printed not too long ago. For five bucks you can enter a book’s magical world and learn a lot, and then hand the book off to someone else. Or leave it in a doctor’s office with a note to the next owner.
Tractor Supply Co. as model of “How Not to do Customer Relations”
All it takes is that little symbol of fouled customer relations to sour someone on a place, and <poof> the customer is gone.
Tractor Supply did that with style.
When I bought the steel pipe shackle months ago, I had a suspicion it was the wrong size. But being at the Tractor Supply Store here in Harrisburg, I purchased it along with the multitude of other stuff.
When it turned out to be the wrong size, I returned with receipt in hand, and brother, did I get a lesson in bad customer service.
The Tractor Supply store manager was rude, aggressive, angry. The cashier lady was lost in space, clueless, dreamy, unhelpful.
They would only issue an $8.00 refund if I gave them my credit card, my name, my address, etc. In other words, they wanted my data. No cash refund, and the receipt was no good without a credit card.
Did you know that Tractor Supply is not a Better Business Bureau member?
How many big retailers are not BBB accredited? Very very few. It is hard to take a retailer seriously unless they are BBB accredited, because it means that the retailer holds themselves to a standard of accountability that customers across America have come to expect.
Well, that is not Tractor Supply’s standard. My BBB complaint was processed and overtures to Tractor Supply by BBB went unheeded, with no response. No satisfaction.
So I called Tractor Supply’s main number in Tennessee, their “Customer Solutions Center,” 877-718-6750.
What a joke that is. No one to speak with on any line or option, no customer service. Every option ends at “please visit our website,” or “please contact your credit card provider.” Tractor Supply provides zero opportunities to speak to any human being, much less a customer service representative.
Tractor Supply lost me as a customer. If they cannot belong to the BBB and guarantee their customers that they can expect professional and honest service, then they do not deserve my money.
If you go to Tractor Supply’s website, you will be treated to a long list of high values and ethics stuff they say they live by. Don’t believe it. It is there for show, as they showed me.
Filson and Leupold, Two Great American Outdoor Firms
Time for a quick Thank You to two great outdoor products firms, Filson and Leupold.
Filson has been around since the 1890s Alaskan Gold Rush, providing rugged clothing to rugged men and women.
They use the best virgin wools, waxed cotton and canvas, brass fittings, bridle leather…this is super quality clothing that will never, ever wear out. Virgin wool is the washed wool right off the sheep, with super long fibers that hold warmth like a sheep would want, and it also wears like iron.
I have had the pleasure of owning many Filson sweaters, vests, socks, jackets, and canvas coats. They are made in America and of unsurpassed quality, especially in contrast to today’s mass produced Chinese junk.
Yes, they are more expensive than most clothing, but as soon as you wear them, you will agree they are worth every cent. Ten years later, when your garment has begun to show a bit of wear, you will be utterly amazed. In a world of built-in obsolescence, Filson’s is throwback, old-timey bomb-proof.
Just yesterday morning I was retrieving a live coyote I had trapped on a grapple (a drag that gets caught in brush). He had managed to go through a massive wall of brush made of multiflora rose, Japanese honeysuckle, Russian olive, Asian bittersweet vines, raspberry brambles, and other assorted sharp, pointy, and painful trash brush that is impossible for humans to get through.
At first I used a chainsaw to cut my way in close to the growling, barking, gnawing alpha male. Then, I went back to the truck and put on an old Filson “Tin Cloth” hunting jacket, turned my back to the brush, and began bulldozing my way backwards through it. The various sharp things just bounced off the coat and in seconds I was standing in front of the nest raider (I trap predators to save ground nesting birds and for no other purpose).
There isn’t a Carhartt or Dickey’s anywhere that can do that, nor a Barbour, either. The downside to Tin Cloth is that when it goes on cold, you feel like a medieval knight putting on his steel armor. It is pretty stiff. But as you move and it warms up from your body heat, it flexes easily, and is indestructible. The way around this is to put it near a stove, heating vent, or in a warm vehicle before putting in on.
Anyhow, Thank You to Filson’s for their incredible garments. Nothing else comes close.
Leupold is the other firm I have had such good fortune with.
Leupold has made scopes and binoculars in Washington State since the early 1900s, and to most hunters their scopes are a household name.
What is amazing about their firm is not just the high quality products, but the incredible customer service.
To wit, this past November I fell while bear hunting in Northcentral Pennsylvania. Falling flat on my face in the thick mountain laurel, my chest crashed into a bunch of laurel trunks. They stick up like pungi sticks. A pair of Leupold Mojave binoculars was harnessed to my chest, and they took the brunt of the fall.
The diopter setting control popped off, and although I was able to find it and more or less get it back on, it did not work.
So I sent it to Leupold and asked them to fix it.
Instead, Leupold sent me a brand new pair of their latest model, the Pro Guide HD. Shrink-wrapped in the box and all.
This new binocular is really just the culmination of a series of slight improvements and modifications to the now discontinued Cascades, Mojaves, and other mountain-name-themed models I cannot recall now. But think about that, a company takes something you broke and gives you a new one.
Buddy, THAT is customer service!
Yesterday while flintlock hunting in the afternoon at French Creek State Park with my friend George, we met another hunter who joined us. We ended up doing three-man deer drives through the western end of the park. This new fellow, Gary Yoder, had around his neck a nice pair of Leupold binoculars.
When I told him my story about the brand new Leupolds on my chest harness, he told me the same story! He, too, had broken his previous pair, sent them in for repair, and instead had received this upgraded new pair, new in the box.
Needless to say, we were both very impressed by Leupold’s dedication to their customers.
A note about the new Pro Guide HD 8x42s: These have high quality glass, excellent, really. Looking through Swarovski, Zeiss, Leica, I do not see much of an improvement over this Leupold glass. When you look at the price difference, there is no comparison at all, because the German glass is two to four times the price of the Leupold and only slightly, marginally better in terms of clarity and crispness.
As good as the clarity is, all Leupold binoculars come with the worst and strangest eyepiece covers of all binoculars. While hunting in Scotland last October, I did a belly crawl up a hill to take a shot at a distant red stag. On my chest harness was that prior pair of Leupold binoculars. Behind me lay a trail of Leupold eyepiece covers, all of which came off and lay in different places in the bog. There has to be a way for Leupold to improve this one odd, inconsistent anomaly. Otherwise, their products are quite perfect and their customer service is even better than that.