I am a gardener and a farmer in my life away from Nashville Wraps. My dad was an organic gardener back when the Mother Earth News was still printed on newspaper. So in 1975 he purchased a Troy-Bilt “horse” rear tine tiller. It was a beauty and would leave a garden feeling as smooth as a double chocolate milkshake. We have enjoyed that tiller in our family for the past 35 years.
This tiller has stood the test of time and has a great lesson for all of us in business today.
This year, my son who also works at Nashville Wraps and yes, who also inherited the “green genes”, was putting in grape vines and helping me with the garden. But when we got the tiller out it just wasn’t much of a horse… it needed parts and some tlc mechanicing.
One thing about Pop was that he kept everything, especially documentation and catalogs that came with whatever he bought, going back to near pre-historic times.
My Mom who is 85 went right to the spot where the tiller book was kept. It was an amazing adventure for me to flip through the pages and content of the books which were shipped with that tiller. I am certain that if anyone read it all they would be an expert in mechanics, maintenance of small engines, and moreover a proficient organic gardener. The documentation was complete, illustrated with pictures, easy to follow and had something that is very much missing from the literature of today: it just made sense! Plus it was a document that could set the gold standard for customer satisfaction.
Troy-Bilt manufacturing in Troy, NY got it right. They had the best product, the best service, the best people, and like I said, the best documentation I have ever seen. So 35 years later I need parts for the thing… Are they still in business? Will they have parts? Will they know what I’m talking about or even care?
I did what anyone in my predicament would do…I Googled them!
Sure enough, right at the top of the list was Troy-Bilt. I had to look at the new tillers first. Were they some sleek new version, or were they some type of cheapened rendition as we so often see? But there it was in all of its 2010 glory… A brand new red Troy-Bilt Horse tiller that looked IDENTICAL to its 1975 forefather. A newer engine and some extra safety controls were the only differences. I was ecstatic.
So I did the unthinkable…I called them.
The parts numbers that were in my 1975 parts catalogs were nothing like those listed on the web site. Usually calling an 800 number has a high risk of failure in these times of customer service cut backs, off-shore call centers and people reading scripts from a computer screen if you even get that far. But in this case it was two simple menu choices and I had someone on the phone who not only was human, but was pleasant, energetic and downright enjoyable to talk to.
I said, “I have an ancient Troy-Bilt tiller that I need parts for,” and he said, “We’ll get you what you need for it I’m sure,” and he did exactly that. After only a few minutes I had ordered belts and a complete set of replacement tines including all the mounting hardware. He asked me related questions, such as, “Is it leaking any oil?” And of course it was…so I got oil seals too.
It should be good for another 35 years!
At Troy-Bilt the person I talked to was an AMERICAN, he knew his business and his products, he was interested in me and my needs and we both had fun. He was able to up sell me from standard tines to the “custom” ones which he said probably were the ones that my Dad got that lasted for the first 35 years. It was a pleasure doing business with this person and this company (now owned by MTD).
This is why companies like Troy-Bilt and Nashville Wraps will stand the test of time as long as we continue to provide excellent products and excellent customer service and support. People have not changed across the years, but many business have. Almost every day we get a letter of thanks for our great products and customer service, and in the event that we have a problem (nobody is perfect) we go out of our way to make it right.
In today’s world, retailers can’t always compete on sheer buying power, but we all can compete for the satisfaction of our customers and in doing so will almost always come out as the long term winners. Pop would have been proud of his decision to buy the best back in 1975 and certainly of his belief in Troy-Bilt products and their outstanding customer service. Way to go!
Robby Meadows
Director of Marketing
Nashville Wraps
I need to replace engine for my 1978 ??? Horse model troy built (I am the original owner of this fine machine).
Anyone have suggestions
I have a very old Troy built tiller with tines made of 3/8”wire no motor and old handles wood. What model is it and what engine would it have ?Thanks for any help George
A Kohler k161 will fit. Some had Briggs and som had tecumseh. Kohler is better. EBay has them ready to go. I have a k181 from a John Deere 110 and I am going to swap it in just because I have it laying around. The 1 extra hp won’t hurt anything. Good luck!
I to am a lucky fellow my wife’s grandfather bought a horse new in 1975 her granny and her mother were great record keppers also ,in looking thru it I saw where the orginial owner couild send in only I believe the drive gear box and they would build you a brand new tiller completetines ,motor everything for like $500 shipped back ready to till. However tyhat was when it was owned by tory not MTD. I’m referibitioning my gem at a small engine transmission class I was so lucky to find offered at our local carear center. enjoy Jerry
LOL thats funny. I rebuild these. It’s 2011 and I rebuilt a few Horse models already. Amazing how they last so long. Some of the newer ones are pretty good, but nothing like these.
Robby,
I enjoyed your story and I certainly took some lessons from it. Quality and Service are essential in business. It is amazing how much companies have decided to cut back on customer service and part of it is because we as consumers have settled for less than perfect service. Thus the higher ups see “no complaints” and keep cutting back. I actually pick up the phone and let companies know (as politely as I can) why I have had a poor experience. In most cases it goes unheard, but there are a few companies out there that really care and try their best to make it right. I’m happy when someone tries to help, succeed or fail, as long as they try, I’m good.
One of your best posts, Robby. I can’t believe you actually read that manual. LOL!
Robby,
Great post! I’m smiling because I just finished bringing my neighbor’s tiller back to life last night so that I can till up our garden this year. After four or so years of sitting without use, it required some serious cleaning and a few minor parts, but we coaxed it back to life. I love the sense of satisfaction in a job well done, and lending a helping hand.
It’s the hallmark of what we do at Anna’s Gourmet Goodies, and one of the reasons we’ve continued to do business with Nashville wraps all these years. We both follow the ‘Golden Rule’ of service. When you do that, everything else just falls into place.
Robby
I totally agree buying the best products that comes with excellent customer service and people who care about their customers being the best thing anyone could do. I like you Google anything that I want to know or buy. I also get frustrated by web sites and ordering systems that are not user friendly and customer service that has trouble fixing my problem with clarity. “Dont get me on my soap box”I also will only use a company that provides me with the things that I deserve as a customer over and over, you know excellent product knowledge, actually caring about my business and taking care of any problem with an excellent attitude. Businesses that provide that kind of service will grow and survive in any kind of market. Good job on the blog I totally agree.
I loved your article on Troy-Bilt. A couple of years ago we were in the market for a new riding mower. We bought a Troy. Do you know what sold me? It sure wasnt the saleman at our local hardware chain that was pushing the product, because I couldnt get anyone to wait on me. I suppose it was because I was a woman in a mans department. So as Robby did, I started reading manuals and comparing. I chose the Troy mower over all the others because of the workmanship. The axle was steel, not aluminum, for only $100.00 more. I passed up the green machine (you know which one) simply because the Troy manuel told me exacly what I wanted to know.
We have been totally satisfied with our Troy riding mower. Customers want a product they can count on. Im certain we will have our Troy for many years to come. Probably a long time after Im gone. I too have the manual filed under
Troy-Bilt. I intend to replace my weed-eater and other outside tools with Troy products. It pays to spend a little more to get the best.
I did enjoy reading Robbys blog about the tiller. I agree with Robby . It is nice to talk to an American about American made products with someone who has knowledge of the product and speaks our language when we call.