Tuesday, October 03, 2006

The Art of Appreciation (Part 1 of 3)

LILY TOMLIN IS quoted as saying:

Man invented language to satisfy his deep need to complain.
Fellow blogger, Lisa Williams, says:

It's really easy to complain. If you're not careful, then you end up complaining about your whole life. Concentrating on the good things is really good. Catch people doing good.
So, I'm taking her up on the challenge in part 1 of 3 of my pursuit of goal 89:

89. Write (and send) 3 letters of appreciation for excellent customer service.
The unintended consequence of writing the following letter to the owners of DeKalb Tire is that it gave me perhaps more pleasure than it will give its subject employee, Mr. Spe_r, whom I also mailed a copy:

30 September 2006

Mr. & Mrs. H____n
DeKalb Tire
6179 Roswell Rd., NE
Atlanta, GA 30328

Dear Mr. & Mrs. H____n:

I am writing to express my appreciation for the excellent customer service I received from Ad_m Spe_r and the staff at DeKalb Tire (Roswell) on the morning of Saturday, 30 September. I always receive good service at DeKalb Tire, but I must say that this was the most painless experience I have ever had with auto repair.

Around 7:30 a.m., I went in for a routine oil change and rotation and asked for an inspection of the CV axles on my I_____i I30. After the oil change and rotation had been completed, Mr. Speer invited me into the bay to see the damage to my CV axle.

I asked Mr. Spe_r for an estimate for the cost to repair and the time it would take. When he told me that it would require transporting parts from another location and about two hours of labor, I felt a sudden weight at the thought of waiting. So, I declined the service until a time when I had more time. But I was troubled at the thought of continuing to ride around with such a serious potential problem.

Then, without my saying a word, Mr. Spe_r offered me peace of mind: a courtesy ride while the car was being repaired. He informed me that the technicians should have the repair done by a little after 12 noon.

H_ns, the technician providing the courtesy ride, had me back home within 10 minutes - before 8:30.

Much to my surprise, I received a call from Mr. Spe_r at 11:00 a.m. telling me that my repair work was complete. A full hour ahead of schedule! And within fifteen minutes, H_ns was back at my doorstep to pick me up.

You may consider nothing extraordinary about this service, but that’s what keeps me coming back to DeKalb Tire. You make extraordinary service ordinary.

For tires, for maintenance, for repair, I will continue to send people I care about your way.


M_rvin Heath

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