Tree Dude, Part 2

I had no idea that Part 1 would trigger such response. In fact, there wasn't going to be a Part 2 until my inbox filled with responses, questions, comments from curious readers.

Let me start with this, and if any reporters take this out of context, may sandspurs invade your undergarments. I do not hold any hostility nor consider the arborist trade much different than much of the service world. (And the respondents in that trade were positively, the exception to any characterization, as evidenced by reading SMI!)

My experiences are the "other side of the trucks" to help all trades see through another's eyes. The difference here: I'm on your side too.

I had a pretty humorous (and startlingly similar) story from reader Tom Fore of Roanoke, VA who shared an exact quote from his Tree Dude after excessive tardiness. See 'Theater of the Absurd' in this issue. You can insert "carpet cleaner", "sheetrocker", "roofer" and virtually any trade you want... that phrase is being openly acted out for frustrated homeowners across America. Honesty points go to Johnny who actually said it.

Interestingly, one of the most thoughtful responses came from one Patrick George of Heartwood Tree Service in NC. After reading his email, I wish he'd make a 450 mile house call. Patrick is definitely NOT 'Tree Dude' but a certified arborist, yet admitted...

"Tree dude fits about 85% of the guys in my industry." That is important for any tradesperson to know because a reasonably-held standard rockets you past nearly 90% of the crowd. Good observation, yet Patrick had a question that was echoed by several others:

"Why did you pick this guy?"

People felt I surely was "connected" enough to get good referrals, or that I could choose someone with an IQ higher than that of wilted lettuce. Yet here's the truth of why I picked him, plus a sales number you have NEVER seen before...

Tree Dude

We scheduled the tree dude to come out to look at - guess what - trees. That's what tree dudes do. He arrived at the agreed upon 9 O'clock, but exactly 4 days past the one we originally scheduled. His excuse, and I quote: "I was busy." Shockingly, I wasn't shocked.

Please make note of the "expectation" level in your trade, and how to summarily trounce it. In tree dude's case, "showing up" equates to a Nordstrum level of service.

And yes, in case you wondered, he was in a decade-old white GMC work truck, with the faded logo of the former company who had it. Transmission fluid leaked at a transfusion-like rate on our brick pavers. Whatever. It'll save me on Round-Up for my between-brick weeds, but what if I actually didn't want Trans-Medic flowing down my driveway?

He points at the 80 year-old pine tree leaning precariously over my house, which prompted the call. "That's a big 'un." I had noticed that too. He rubs his stubbled chin, paces around the base of the tree, looks at its neighboring trees, then re-surveys the driveway. "How we gonna get that outa here?" he says to no one in particular. He paces back toward the truck, leans against it, looking upward and mutters, "I can't take that down unless you get approval from the ARB."

Oh my. The dreaded ARB.

In our historical/hysterical neighborhood, the ARB is supposed to be the "Architectural Review Board" but was renamed "Always Ranting Badly" since they are content to debate the finish on the screw heads of your fence until the original need for the fence has dissipated. Again, note the expectation. (What is your perceived reputation? True or not, perception is a customer's reality.)

Be the customer on this job with me. Does this guy get the job? Well, the ARB didn't lose the sale. Nor did Tree Dude's "other" guesses cause it. It was because of the following sales killer that may happen in your business, daily, without your knowledge.