In our ever-dehumanized world of automated phone systems attempting to answer questions, or our super-conglomerate stores staffing themselves with apathetic employees who are more concerned about their next break or yesterday's Oprah, it is rare and refreshing to find truly good customer service these days. You know, the kind your parents talked about. The kind where the merchant wanted to actually solve your problem. The kind where spending time listening and asking questions meant they would better serve you, ther customer. That kind of service is a dying art. I am here to say that it isn't dead yet. I recently was fortunate to experience the caliber of service I just mentioned.
My son was suffering excrutiating pain from very flat feet. The pain was so significant that at only 12 years old he walked like an old man. He could barely walk across the room without wincing in pain. His pediatrician suggested I to to a local store because they had products that could help. When we arrived I explained the situation and requested the items suggested by the doctor. The gentleman who took care of us was very interested in solving our problem. He took great care and significant time (almost 40 minutes) to ask enough questions and try enough products that our problem would be solved. My son was very reluctant to commit to any of the products he offered. The man's patience and calm demeanor eased a potentially tense situation. In the end it was his expertise in his field that lead him to suggest a product that fit all our needs. Just a few seconds after trying the new shoes he suggested, my son wal walking around the store like a new kid. The feeling of seeing our child no longer suffering is better than any Christmas morning.
By listening and trying several options, the man was able to identify a product that truly solved our problem. I am sure if we had gone to the super store, they wouldn't have had the time or the knowledge to provide the service we received. And the kicker is that we intended to spend $60 on and insert for a shoe. Instead we spent $160 for a new pair of shoes. I guess service does sell.
I wish to thank the great staff at Reuter's Pedorthic and Shoe Services for taking the time to get it right. It was a breath of fresh air to see great service is still alive and kicking.
Brian Reed
"Sir,
You sold me a pair of arch supports (10-02-06) and I'm writting to tell you I'm very happy with them. My feet don't burn like they did at the end of my 8 hr. shift as greeter in our little hometown WalMart store. My feet get tired but not that burning tired . Just thought I'd maybe put a smile on your face with someone who is well satisfied with your services""You may remember helping my wife and me when we visited the store during the week of Febraury 28. You took quite a bit of time with both of us and the shoes that we purchased from you are wonderful. The pair that I left with you for repair arrived earlier this week. You did a beautiful job on them.
Thank you for taking the time to take good care of us. We will probably see you next time we are in Topeka, and I suspect we will become mail order customers for repairs."
Paul Craft
Tallahassee, FL
