Dear Fixture Shop,

I have recently been the recipient of some extraordinary service from your store. I wanted you to know of the incident and of our satisfaction.
We purchased a faucet set for installation in a Corian sink as part of a kitchen remodeling project. The faucet was special ordered and part of the order arrived within two days. The other portion got side-tracked by the carrier. All of us waited in vain as the shipment arrival time passed each day.
Our concern grew as the scheduled installation time approached. Through all of this my wife kept assuring me that your salesperson assured her she would personally guarantee that we would have the complete fixture for the installation when needed.
Your salesperson had told my wife if the carrier didn't bring the faucet assembly on Wednesday, she would pick it up herself and have it to us by the appointed installation time the following day. That time was 7:30 am! My reaction was one of incredulity. I said "Patty, that supplier is in Carson, and nobody is going to get up in time to get to Carson and back to Claremont by 7:30 in the morning".
When I arrived home Wednesday evening my wife informed me the fixture parts had not arrived. Plumbers were scheduled for the next morning. I was a little "ticked". My wife said she had confidence in our salesperson and believed she would make good on her word. At the time I didn't know the rep and "knew" in this day of "customer be hanged" attitudes, we would be stuck.
The plumbers arrived early, at 7:15 am, two of them. Their clock starts at dispatch. I felt I was being confronted by the expense of a surgeon and his assistant surgeon. As I frantically looked around for something for this high priced crew to do, I looked out the window to see the salesperson pull up. It was 7:20! She had been to Carson and picked up the appliance and had it to our home. That act was the ultimate in personal commitment to customer service I had ever received. She is a JEWEL! Clone her and business failures would drop 50 percent.
I have probably told two dozen people of my satisfying experience. You should know it also. In addition, we receive a thank you note and an apology for any inconvenience, which of course, thanks to her, there was none. We appreciate her.
--George, Claremont