Christmas Customer Service

It's not decorated yet but this is our beautiful Christmas tree.  It is a gorgeous, 6 1/2 foot Noble Fir and we picked it up from Lowe's yesterday....without paying a dime.....and legally, I might add (lest you think this blog is about how to procure things illegally).   This blog might just be about how great my husband, Dave, is with customer service, better with communication than almost anyone I've ever met (despite the fact that I wrote a book on communication).  
It all started when Dave ordered a refrigerator.  We are having lots of company for Christmas and we might just need an extra refrigerator in the garage.  The order was quick and painless, with the promise of delivery on Friday morning.  Friday morning came and went, with no phone call (and some frustrated Labrador retrievers, whom I had told, "Sorry, we can't go for a walk this morning as we must wait for our new frig." "Boo", they all said in unison----you'll just have to trust me on that part).  
Dave finally got in touch with the manager, who apologized profusely for their error.  "How about Saturday?" he asked.  Long story short, that refrigerator ended up at the store with a bashed in door, so no delivery. Once again, Dave spoke to the manager who assured him our refrigerator will be delivered this morning.  And the promise is it will be done within a two-hour time frame, not the typical "we'll be there sometime between 6 a.m. and your bedtime".  Dave thanked the manager and told him we appreciate his diligence in making this right.  The manager said, "We just want to be sure you are satisfied.  If there is anything else we can do...." And that's when Dave dipped his toe in....."well....if you happen to have an extra Christmas tree, my wife sure would love a real one this year."  To which the manager replied, "If you can come by and pick it up this afternoon, I'll set one aside for you."  
I've always known Dave is the most charming person I've ever met.  But the proof is in the pudding.  He simply asks in kind ways, that allow customer service people to want to make things right for him.  And that is why we have our beautiful Christmas tree, awaiting decorating today.  
Just for today, perhaps we can try to be conscious of how we speak to folks in customer service, especially this hectic time of year. 
It will make us feel better, too!!

Happy Communicating!!

Shelly

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