It is not enough to just create and sell a great outdoor product(s). Companies operating today still need to have an excellent customer service department because customer service is still king. In the 21st Century, customers not only need to be able to easily reach companies, their interaction and experience in doing so must be simple, painless and effective. In the past few months, I have experienced a fantastic level of customer service from two companies making outdoor gear in the United States – Thomas & Thomas and Grip6 – so I had to share.

Thomas & Thomas

Thomas and Thomas Handmade in USA

Photo: AOGH

I got a new Thomas & Thomas Zone fly rod this year. It’s great, but due to my own mistake, I broke the tip section. . . . dang was I frustrated with myself. But, things happen. Luckily, Thomas & Thomas has an amazing warranty and repair program. They can repair rods built as far back as the late 1980’s!! And if the rod is either fiberglass or graphite, and registered to the original owner, the cost of repair (done in-house, one at a time, by skilled craftsmen) is just $55 bucks – ain’t bad. All I had to do was fill out a one-page form and send it along with the rod to Greenfield, MA.

 

When Thomas & Thomas received it, I got a confirmation email stating that it had been received and a few weeks later I got another email letting me know it was done. Rather than paying online, I decided to go the phone route, so I made a quick phone call, paid the $55, and wala it arrived in the mail a few days later.

Overall this was a great experience. The process was effective and painless, which made me, the customer, very happy. It also made me recognize how important great customer service continues to be, even in 2019. So, the next time you’re looking to buy a fly rod, be sure to check out Thomas & Thomas. And I would be remiss if I didn’t mention the fact that they have been handcrafting rods in the USA since 1969!

Grip6

Grip6 is a belt company and they make all of their products in Salt Lake City out of materials sourced domestically. I recently bought a belt from them, but when it arrived I realize d I had inadvertently ordered the wrong buckle. The mistake was solely the result of user error – ordering online too quickly. I’m guessing you’re starting to see a trend here 😊

Grip6 Made in USA

Photo: AOGH (Grip6 Packaging)

So, I sent a very short message to their customer service department via their online contact form letting them know I had made a mistake, that it was my fault, and asked what options were available to resolve the issue. Literally 5 minutes later (no kidding, email time stamps confirm it) I received an email reply from a human (not an auto responder) stating that she would take care of it. She stated that she would put a new belt buckle in the mail and send a return label (at no cost to me) to send the buckle back to Grip6. I confirmed my email and physical address the next day and received the new buckle three days later. And mind you, I don’t live anywhere near a major metropolitan area, so that’s practically light speed.

Like the Thomas & Thomas example above, my experience interacting with a Grip6 customer service rep was fantastic. The entire experience was incredibly painless (took very little time and no money) and was very effective (a solution was provided at first contact and implemented immediately).

And the best part is that I really like the belt – Navy belt with a Gunmetal buckle! It’s lightweight and looks great. Moreover, the buckle and strap are interchangeable with any of their other buckles and straps should I want other colors or buckles in the future, and the real kicker is that it’s 100% Made in the USA and comes with an unlimited lifetime warranty. So, I’m hooked. Be sure to check out Grip6 the next time you’re looking for a belt.

And for all companies making outdoor gear here in America, don’t forget that customer service is still king!

Featured image from by Pete Linforth from Pixabay.