Hi Sammy,

Thanks for stopping by and thank you for the great customer service experience. You turned a fan into a raving fan!

You know Bill, this is one of those cases where the “little guy” put themselves out of business with bad quality and bad service. I went local first, even though the prices weren’t as competitive, because printing usually requires a heavy service focus (there are often unusual details and challenges). I assumed I would get better service locally, and I was wrong. This should be a lesson to any small business, much less one that has to compete with Internet or big box.

Actually, I’m pretty sure Hero didn’t know what the cards were for. We only told him we had a conference — it could have been for stamp collecting.

That’s a funny story. Gate agent for a cancelled flight is definitely not high on the list of fun customer service jobs!

Good stuff…Thanks!

You didn’t get a card! Terribly remiss. Of course, I think you know like 50 ways to find me at this point. 🙂

It really was a great experience, and Hero made a true difference by taking personal responsibility for getting it done from beginning to end.

In the U.S. we go the extra mile… because it’s farther. 🙂 And thanks on the card Kaarina!

Sounds like a win to me and you would certainly gravitate toward a ‘known’ where you know you are going to get taken care of, right?

I could have given you some business cards and you could have crossed out the front and just written your ‘stuff’ on the back.

Do you think he stepped up because he knew it was a ‘social’ event and would potentially be ‘exposed’ if it was a ‘bad’ experience?

On another note, I saw this ‘customer service’ story posted on FB; thought you might get a kick out it:
I’d like to share one of my favorite customer service stories. A major airline had cancelled a very busy flight and a lone check-in agent is busy trying to sort out all the displaced passengers. A very angry and aggressive man barges his way to the front of the line to confront her. He says that he is flying first class and demands to go on the flight. The agent politely explains the situation and asks that people take their place in the line. The man bellows at her, “Do you know who I am?” – at which the agent calmly picks up the microphone for the PA system, and announces to the airport, “This is ABC airlines desk 64; we have a gentleman here who does not know who he is. If anyone can come and identify him please do so.” The man, now purple with rage, yells at her, “Well f**k you..” – to which the agent replies, “And you’ll have to stand in line for that as well, Sir..”

And, by the way, how come I didn’t get one of your shiny new business cards at Social Slam?!? 😉