Luke screwed up

[oldfart]

For years, Luke has:

ALWAYS had the inventory on hand
ALWAYS had great product knowledge
ALWAYS shipped fast, fast, fast
ALWAYS had great pricing
ALWAYS payed attention, even protecting me from my own ordering mistakes.

This time, the FedEx truck rolled away and I found somebody else’s STUFF in the box.

Of course I called. I didn’t even have to introduce myself. But what <u>so impressed me</u> was the in the first five seconds of his talking, he was telling me how he was re-shipping all MY STUFF completely and it would be out today. ONLY THEN did he start to get interested in HIS STUFF, what it was, and how to get it back.

I’ve had this happen with on-line purchasing. We all have, of course. But the vendor always wanted to talk about HIS STUFF FIRST, and how to send it back for credit and re-shipment.

Boy, this was nice.
Bravo Luke.

OF

 

[GregManning]

Bravo Indeed !
Atta Boy Luke ! ! !

 

[mattbever]

Luke is the man. If bingham wasnt already man of the year, my vote would go for that dood.

 

[SolesTree]

X2

 

[TreeStuff]

Aww shucks you don't need to compliment us when we SCREW UP.... but I WILL TAKE IT ANYWAY!!! Thanks guys!

 

[oldfart]

Oh, and did I mention, if anyone needs a nice, new Weaver saddle, I can cut you a h_ll of a deal. But I have to hear fast ...


OF

 

[Merle Nelson]

Nice thread to have started. I tell Luke how much I appreciate him and the way he does business with me about every time I talk to him. I’ve told my wife in amazement the guy did this, and that, and the other. It’s fun to be a part of acknowledging publicly how incredible he is.

My wife and I frequently marvel that we seem to live in a world where not only do we have to do our jobs but often we are responsible to get it right for every person we deal with in their business or service as well. One company I have been buying tree supplies from for over thirty-five years was getting at least one thing wrong on every order, and after we got it figured out how I was going to take care of them, then we figured out how I was going to pay extra to take care of me.

My experience of Luke is that he is great to deal with period. As put by the OP, “Always...”. After having had many great experiences with Luke I recently had to call him back about a screw up. He had ordered a climbing harness for me with a small customization from the factory. The manufacturer had shipped it directly to me totally stock. Additionally they had neglected to include an important (required) safety update. I offered to call them myself thinking it might be simpler. No! He insisted and took care of everything from sending out a shipping call tag to keeping me updated until final successful conclusion of the transaction. He did their job, not only handling but, paying for their mistakes as well.

Ah! Thats what it feels like to be taken care of. Every day I try to do for my customers what it takes to give them excellent service in every way. I’ll do a little extra trimming here, work on that extra bush or tree over there. If someone is going to take a loss it will be me. My goal is that each customer in each transaction walks away feeling great and will heartily recommend me to others. Luke does what it takes to take care of a person. Even a screw up (we all make mistakes) is turned into an opportunity to feel good about the transaction. I would recommend Luke unreservedly to anyone. We all work hard for our money. When we spend ours, we deserve to be well taken care of too.

 

[pdj317]

Luke is top knotch in my book! He has always gone out of his way to accomodate me and field my questions. It is so nice to place an order and the voice on the other end know who you are- personal service is so lacking in todays places of business. Thanks Luke

 

[Tr33Climb3r]

[ QUOTE ]

Ah! Thats what it feels like to be taken care of. Every day I try to do for my customers what it takes to give them excellent service in every way.

[/ QUOTE ]

I think about this quite often. How can I take Luke's service model and apply it to ours.

 

[B_Renton]

Doing business with Luke has been incredible.

Besides having amazing prices and the willingness to stock all the right stuff, he is always right on top of things.

And his responsiveness is awesome. Not just fast, but thorough and straightforward. And totally engaged, not just going through some sort of motions.

I would hate to be one of their competitors, he's really that great to deal with.

 

[pigwot]

WAIT! Luke and the gang made a mistake?

This could debase my whole view of the world.

Since I was 14 years old I have had no need for religion,
preferring the spiritual over dogma;
even as many religious types pillory me for my beliefs, or lack thereof as they see it.

I have put my trust in people, flawed as we are, and
most times I am justly rewarded, yet some times
people have let me down, and I chalk it up to our human frailty.

While believing in science and all aspects of the living and inanimate reality have defined my world to a large degree,
the unfaltering solid service from treestuff has been my clock,
my guiding light, my raison d'etre.
But now...

I will complete this order and continue to smile in the knowledge that 99.9999999999999999999999999999999999999999999999999999999999999999999999999999999999999999% of the time it will arrive quickly, completely, and with free bonuses to boot!

'nuff said.

 

[chris_girard]

[ QUOTE ]
Luke is the man. If bingham wasnt already man of the year, my vote would go for that dood.

[/ QUOTE ]

x2

 

[oldfart]

Pigwot, that was priceless. Do we have a Hall of Fame?

But just to be sure, I checked your number with the Better Business Bureau. You've got it dead right. That's one screwup in one thousand billion billion billion transactions.

Not perfect, true,but pretty impressive. If they're knocking out the orders once a second, 24/7, that's one every 31 thousand billion billion years, assuming they take Christmas and Easter of course.

I'd say your raison d'etra, wherever that is, is still pretty safe tonight.

OF


ps. You guys missed your chance on the saddle.

 

[BenDraper]

Luke is the MAIN MAN! I love TREESTUFF!

 

[brendonv]

They have been my go to place, and the one i refer to friends.

 

[Tr33Climb3r]

[ QUOTE ]
They have been my go to place, and the one i refer to friends.

[/ QUOTE ]

Yea all his business cards he sends with each order I tend to give out like free candy.

 

[islandarb]

Luke is just a straight up top notch dude....PERIOD...I could'nt care less about other arborist suppliers I am in with Treestuff for the long haul...Luke gets my vote everytime....I shopped with Wesspur for four years and never had a problem but I just like Luke and what he stands for so I am his custy now.....

 

[goodaking]

Luke has the force! I babble a few words to him when I’m completely exhausted and bam on the front door the next day is exactly what I wanted!
You the man luke!

 

[keithk]

X 3. Luke is awesome ,always responds to emails very quick. Only had one time where it sent the wrong length eye and eye but sent the right one the next day and told me to keep the wrong one. Use to do business with another company before they became corporate so know I only deal with treestuff. Ps the only thing I hate is when I place a order and then he lists some other cool item after I place the order so I have to wait awhile. Keith

 

[JontreeHI]

I very happily use treestuff exclusively, as well as encouraging everyone I know to do the same. Great customer service and fast reasonable shipping-even to Hawaii. The bigger guys over there in the southeastern part of the country kill us on shipping, so that the post often costs almost as much as your order. Can't hack it.
Can't beat tree stuff. Thanks Luke.