This type of thing does not happen to me very often however, when it does, I do not hesitate to recognize the experience and share it with others. I admit up front, I caused my own problem on this transaction. By reading through this letter I sent to the President of the company, you will see how well I was treated and the proactive, responsible actions of the Customer Service Support members. Important to point out, this was an online shopping experience with all communication via email and two very short telephone calls.
My goal in making this post is to point out how important it is for us to take notice of great acts of service and to enthusiastically recognize and support the individual responsible. Do NOT just think about doing it. Take ACTION and DO it! People are hungry for acknowledgment and recognition. Doing so has a tremendous impact on people's lives; yours is one of those lives.
Please, sit down with a fresh cup of coffee or other drink. Sit back and vicariously partake of an experience which does not occur often enough. My wish is you enjoy and appreciate the event.
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Woody Hertzog
President
DigitalGiftStore.com
OK! You guys have won me over as a loyal and promoting "word-of-mouth," satisfied, and happy customer. Not easy to do with me but you and your staff, Denise and Natalie, have earned the right and my business.
I know you already appreciate what you have in Denise in the Customer Service department. If not, you need to really open your eyes as she is a diamond in the rough and very rare today in business.
I had a positive experience, after meticulous, obsessive, Type-A analytical, crazy thorough research on the internet, purchasing a Boss B7641 Executive LeatherPlus Office Chair. Having accomplished my objective and making a serious jump from fabric to leather, I noticed the chair did not have padded arms. In addition, poor timing of life's events, I had a personal challenge unexpectedly come up preventing me from following through with the sale. I read all of your clearly stated policies and found them acceptable. Sent an inquiry email on Labor Day not expecting to hear back for at least 72 hours.
Due to limited space, making a detailed and long story short. DigitalGiftStore.com and their sister companies are wonderful in product quality, best pricing on the internet, and customer service and support "PERIOD." As a result, this has been one "FANTASTIC" online buying experience and Denise in their Customer Service Department made the difference.
I received a follow up call from a different Customer Service member insuring my questions and challenges were being addressed. Let me share this email excerpt with you about my experience. "Natalie was very helpful and up on what has transpired between you [Denise] and me so far. I hope this is enough information for you to accomplish your objectives. I have to say my experience in dealing with you [Denise], Natalie, at DigitalGiftStore, and Karen at Boss Office Products, has been exemplary. I have high expectations the quality of the product will match the business and customer service. If so, this will have been an "AWESOME" experience for me."
Here is what I shared with the Customer Service member, Denise, after helping on a holiday working from her home. "Thank you for exhibiting in practice the key principles I coach clients in personal development and success. Success in customer retention especially, is for Customer Service members to "take ownership" of the customer's presented problem or other challenge. Follow it through to the end, do not leave them hanging, do not pass the buck or put them into a "phone message system." The resulting relationship of trust, acknowledgment, empathy, and solution oriented mentality, creates a "powerful" bond of loyalty. Good Job!!!"
What more do I need to say?"
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Well! There you go. Was this unique, exciting, and an example of the way retail should be handled? I also believe the attitude of the customer has a tremendous impact on the response of the customer service member. No matter what the situation in dealing with other people, we have the power of choice to either "react," or "respond." Yes, there is a huge difference in process and especially outcome. Do not give permission to others to negatively ruin our day. We have a choice, so choose wisely.
Until next time when I expect to have a followup on my business website progress.
"Make it a GREAT day to remember!"







