Swimmingly good service...

...and another opportunity to rave!

I bought a new bathing suit recently from Cyberswim, an online retailer specializing in...you guessed it...swimwear. They carry a brand called The Miracle Suit that promised all kinds of happiness for those of us whose curves run toward the abundant side. Having lost weight recently, I needed a new suit before I headed to southwest Florida for some R&R. I found just what I wanted, forked over the (for me) ginormous sum for the suit and an extra twenty bucks for expedited shipping...and waited.

Nothing happened. I thought the suit was coming via the postal service so I checked diligently, even though getting to the post office isn't the easiest task (another post on that topic sometime). Alas...departure day came and I had no suit.

Here's where the really good stuff starts. I called Cyberswim. They checked and found that the suit had, indeed, been delivered and was left at the "side door of my house" without a signature (by my request). I calmly explained that I had no side door and that I had already checked every neighbor's side doors, porches, and patios and there really was no suit.

The representative handling my call contacted UPS, tracked down the problem and determined that it was a UPS issue (package sent to a non-existant address in a city two hours west of me). I explained my vacation plans and asked if they could reship to my brother's address in Florida. Not only did they honor the request, they overnighted the package so it was there by 9:30 the next morning. Happy girl.

The icing on the cake? The suit just ROCKS! It fits well, shapes beautifully, supports the girls in all their glory, and looks really good. Seriously...check out the Miracle Suit line on Cyberswim. They're great!

Bottom line? Mistakes happen; how a company responds when they happen is the make-or-break factor. Cyberswim's response was perfect - another happy service experience in a world where they're few and far between. I'm happy to give a shout out when I get the chance.

Happy Wednesday!

Dancing the Jitterbug...

...and happy to report that I have a GREAT customer service experience to share.

A little preface: I am SICK TO DEATH of lousy customer service, disappointing buying experiences, and apathetic encounters with retailers, service personnel, and business partners. Over it. Completely. So much so that I've almost stopped even ranting about it when it happens.

Once in a while, I'll have an experience that restores a bit of my faith, and I love to rave about those rare events. Buying my Mom's cell phone last week gave me a great opportunity to rave like a drunken sailor.

Have you heard of Jitterbug? They're a cell phone company that specializes in simple, easy to use phones that are great for old people, technophobes, and kids. Their plans start at just $10 a month for pay as you go (at .35 per minute), and their phones are beautifully simple - no cameras, no organizers, no text messaging. Big, easy-to-see buttons and a screen you can actually read make it easy for failing eyesight and shaky hands. Quick-dial numbers are entered via a secure website, allowing Jitterbug operators to have access to all the stored numbers on the phone - very helpful when the phone owner can't dial for his/herself. Just press zero and tell the operator to call a named person on the list and, bam! You're connected.

I called Jitterbug to order my Mom a phone and a very nice man walked me through the process. He answered every question, resolved every quirky request I made, and managed the entire process to a beautiful, blip-free conclusion. And he was pleasant, spoke real English that I could understand, and completed the whole transaction without ever once sounding anything but happy to be talking to me. The phone arrived in three days, exactly as ordered. After an overnight charge, we turned it on and found that it was already programmed with the first four quick dial numbers, given to the rep during the initial call.

It's not a great commentary on the state of service in our culture that I'm writing a blog about a routine transaction. It's a shame that calls this smooth are the exception rather than the rule. All that aside, I'm happy to sing the praises of Jitterbug. They've got a good product, clearly advertised, with excellent service to back it up.

That's worthy of a happy dance.

The good thing about today is...

You didn't think I would name just one good thing, did you? If so, you must be a new reader - welcome!

I'm excited because California's Supreme Court overturned the same sex marriage ban in that state. That's a positive step and worth celebrating.

And today is Friday...another productive (sort of) work week in the can and a weekend looming. I'm going to the Pagan Unity Festival in middle Tennessee with a good friend tomorrow and looking forward to it.

Finally, a shout out to the folks at Lowe's. I had a problem there and they've surprised me with how well they've handled it. I bought a grill, a fairly expensive grill for my usual budget, and asked for it to be assembled, scheduling pick up for three days later. When I got there, they cheerfully delivered me a grill that looked like hell! It was badly scratched, dirty, and was, in fact, the one they'd had sitting outside in the weather on display. When I told them I didn't want a used grill, they checked and no more were assembled. I'd have to come back the next day, or I could take ten percent off the one they offered.

I live about 25 miles from the store and didn't want to come back, so I reluctantly agreed to the discount, but I wasn't happy. When we got the grill home, my husband tried to read the owner's manual and it was soaking wet, even in its plastic bag. He couldn't turn the pages! This was not the joyous new grill experience I had been looking forward to!

I asked store personnel (who were all very nice, by the way) to make sure they passed on my displeasure but I wasn't satisfied my voice would be heard. To make sure, I went to the Lowe's website and sent a note. I explained that I had already accepted the discount and that I was writing in hope they would educate and manage store policy and employees in the future to tell people upfront if they're trying to sell a display model.

I got an email response within 12 hours stating that the store would be in touch within 24 hours, followed by a call from the local manager. He said they wanted me to have the new grill I purchased and they would deliver it. I explained again that I had already accepted the discount and wasn't trying to gouge them; I just thought the practice was wrong and wanted to be heard. Lowe's wanted to make it right anyway, so they're delivering a new grill today or tomorrow.

I've always said that recovery is better than perfection in business. I still hope they'll be more concientious but I am pleased that they heard me and took my issue seriously.

Happy Friday, everyone...enjoy the weekend!