When the good people at Trout Unlimited are not playing a significant role in improving the lives of fish and fisherman, they can occasionally be found chatting with members and followers on their Facebook page.
Just before Christmas, the status of that Facebook page asked readers to submit the last fly they used to catch a trout. The question immediately reminded me of something I’d otherwise forgotten – that when I sent my money to TU for my membership this past summer, they had been running a promotion where my membership fee would earn me a collection of TU swag, including stickers, a hat, and a collection of various and popular trout flies. I was on the TU page to join anyway, not necessarily expecting more than a newsletter in return, but was happy to learn I’d receive a bunch of goodies.
Time passed, and the TU package arrived at my house. Everything promised was included, except the flies. A note inside, I recall, said the flies were in a back-ordered status, and would follow shortly. I stuck a sticker on my stripping basket and promptly forgot about the whole deal .
And then, that question was asked on Facebook, and I remembered I’d never received my flies. I made a smart ass comment- completely in jest, mind you – that I certainly hadn’t used a TU fly because I had not received them yet. I even left one of those winky face things that is now the universal symbol for – “Hey. Just kidding”.
Not fifteen minutes went by before I received an email on my Facebook account from a Brennan Sang – a community manager for TU. He was concerned that I hadn’t received flies and wanted to know how he could help. I sheepishly explained that I was just kidding – I was feeling like a whiner – and that I’d forgotten about the flies, but explained what had happened. He said he wanted to look into it – and just a few short days later, a small collection of trout flies arrived in the mail.
In an era of customer service that ranges from passable to dismal across a myriad of industries, the fly fishing world is pretty lucky. Some of the major rod builders have excellent customer service, as anyone with an expensive broken rod will attest. What TU did for me was a small thing, but the attention to detail and the commitment to make things right even after I’d expressed my relaxed attitude about the whole deal, deserves to be commended. They don’t just want to do great work, they want to do it right. We’re lucky to have them.