Pat's Trains: Ideal Customer Service at the Time of Sale

Pat has always gone out of his way for me. I think he understands clearly how to take care of his customers.

Thanks, Guys

Pat is carrying on the fine tradition of Jims Trains,his service is great.

 But I can easily see where drop-shipping directly from the importer might become a more stream-lined operation for fulfilling BTO items.

If the importer gets geared up to ship directly to individual customers, then they might as well cut out the retailer.

C W Burfle posted:

 But I can easily see where drop-shipping directly from the importer might become a more stream-lined operation for fulfilling BTO items.

If the importer gets geared up to ship directly to individual customers, then they might as well cut out the retailer.

Not if they expect to sell at MSRP!!!    The importers are very likely already losing a bunch of customers with current MSRP pricing being where it is nowadays.

Most of the importers have nurtured a healthy dealer network for years/decades now -- from pre-order BTO sales to post-sale customer service.  The last importer to cut out the retailer after-the-fact didn't fare to well in the industry when looking at the overall big picture. 

The negatives would far outweigh any potential positives here, CW.  More likely that drop-shipping en masse might lead to more direct sales between a small LHS and the importer (instead of working through a big distributor).  But even in that scenario, a big distributor is also helping the importer offload warehouse inventory to make room for new product arrivals -- something that's often overlooked by consumers.  So it's a delicate balance all around.  Gotta always be thinking win-win -- not win-lose.

David

Pat is clearly the best and I will gladly drive an hour to visit his store even though there are a couple of train shops within 15 minutes of my house. His customer service is exemplary and his selection/prices can't be beat.

Since he is located in Wheeling, WV and I pass Washington, PA on I-70 coming and going it gives me a reason to hit the Krispy Kreme donut shop in Washington. Awesome trains and the best donuts around - that's a win-win the way I see it!

Rocky,

  David every time I purchase form Pat, he never lets me down, including finding the Legacy Shay Engine I wanted, long after his sale had supposedly ended, he made sure I was given the sale price.  The guy is a 1st class business man!

PCRR/Dave

Wow, Guys

I am getting a big head.

Thanks

Pat

That's a neat story, and not at all surprising. We've been in the store and seen Pat literally running around to get a late order ready so it can go out that day. If you want it and he can get it, he'll find a way to get it to you.

If you're anywhere near Wheeling or passing through on I-70, you really ought to stop and look (and visit with George the parrot.)

Pat has always had great customer service and excellent shipping.  Nice guy to talk to, if he's not to busy.

That is very impressive service indeed. Almost like going to your LHS and purchasing it and taking it home. As close as you can get anyway. That goes a long way with customers!

The negatives would far outweigh any potential positives here, CW.

I wasn't suggesting that any of the importers do it.
Lionel has tried direct sales a few times.
Remember the 784 Hudson and cars?
Century Club (I)
And Century Club II.

I was a member of Century Club (I), in the end, all I purchased were the box cars.
I should have skipped on them too.

I did pick up two of the 784 Hudsons, at a greatly reduced price.
I'd like to have the cars that were sold in the same program, but not at the current market price. They'd have to come down quite a bit more.

Always enjoy talking with Pat on the phone..His support of the forum and business practices, always keep me coming back, someday I may even visit the store of my LHS!

Can I add one more? I ordered a tinplate set (384 Blue Comet) for around the Christmas tree a while back. I wanted more track than just the circle included with the set. I misread the description and ordered the old style tinplate track. The next morning, I have a message from Pat on my cell phone asking me to call him. He informed me of my error and we got the correct track!  

Pat is great! I really enjoyed visiting his store in person in August 2015 on the final leg of a San Francisco to Potomac, MD road trip.

I've ordered plenty of things from him. Once I fat fingered my CC number and almost immediately, Pat's wife called to get everything cleared up. Great folks!

It's so nice to read about a forum sponsor providing fantastic customer service. Being there for your customers is what it is all about. A good dealer is always there during the sell but a great dealer is there after the sell. Good job Pat.

Like the rest of you guys Pat is always there and does a phenomenal job!  He is one of the Best in keeping us in our extra happy in model railroading. 

jim sutter posted:

It's so nice to read about a forum sponsor providing fantastic customer service. Being there for your customers is what it is all about. A good dealer is always there during the sell but a great dealer is there after the sell. Good job Pat.

I completely agree. The problem (if you can call it that) is choosing which one to use, since there are so many good forum sponsors that provide great customer service.

it's that "wheeling feeling"

I have always got great service from Pat's trains. He has never let me down.

My favorite place to get trains. Pat has always treated me very well. Love buying from him. Thanks Pat!!!!!! Merry Christmas  

Not his fault, but I am kind of bummed.  I just talked with him since I received my Lionel SD60 First Responder and the front pilot was smashed and cracked.  So, I got this for my son since he loves this engine and has the T-shirt and everything.  So I thought great Christmas present.  When I talked with Pat he said I would have to send it back to Lionel.  I guess no Christmas present for my son this year.  Bah hum bug.

John Hon posted:

Not his fault, but I am kind of bummed.  I just talked with him since I received my Lionel SD60 First Responder and the front pilot was smashed and cracked.  So, I got this for my son since he loves this engine and has the T-shirt and everything.  So I thought great Christmas present.  When I talked with Pat he said I would have to send it back to Lionel.  I guess no Christmas present for my son this year.  Bah hum bug.

Is the damage localized to a part that can be replaced quickly and easily?  A couple of years ago, I located Lionel's Polar Railroad SD80MAC at a hobby shop in Michigan.  When it arrived, the front snow-plow was broken.  I called Lionel parts, and they shipped me a replacement part at no cost which I received within a couple of days.

Check out the parts diagram and give it a try... unless we're talking about more serious damage.

David

Its the pilot and the front part of shell.  They are closed today, so I will give it a try on Monday.  Thanks for the tip.

I feel your pain. That just sucks. 

John Hon posted:

Not his fault, but I am kind of bummed.  I just talked with him since I received my Lionel SD60 First Responder and the front pilot was smashed and cracked.  So, I got this for my son since he loves this engine and has the T-shirt and everything.  So I thought great Christmas present.  When I talked with Pat he said I would have to send it back to Lionel.  I guess no Christmas present for my son this year.  Bah hum bug.

Hey, John

Please ship the engine back to the store and I will get you a new one out as soon as I get the damaged one back.

Thanks

Pat

Now that is CUSTOMER SERVICE

Yes it is.  I talked with him and he should be sending it to me so my son will have his Christmas present.  AWESOME!  

This is the type of service that makes people constantly go back.  Thanks again, and MERRY CHRISTMAS to ALL! 

I really enjoy dealing with Pat.  Nice guy with great prices.

He always ships as soon as he has the item, then I receive it the very next day.

Well done Pat.