Tuesday, May 26, 2009

Shout Out For a GREAT Customer Service!!!

Lately it seems as though we are surrounded by terrible customer service. No one seems to care anymore, they are just a warm body filling a space, collecting a paycheck. Recently I had the pleasure of being on the receiving end of some stellar customer service and I wanted to give the company a shout out. Perhaps anyone in need of the product they sell will be inclined to use their services.

My Dad started renovating his house shortly after my Mom passed away as something to keep him busy and occupy his mind. He has been plugging away at it for almost five years. Somewhere over the course of these years he purchased some ceramic tile to do the back splash in the kitchen. Fast forward to now.

He had installed his granite counter tops and began to install the ceramic tile. To his dismay he was short tiles and went to pick up some more. Uh oh... there were none to be found. He even checked in my city when he came to visit this past weekend, although he was fairly certain that he was not going to find any as the store in his hometown had told him that they were discontinued. Of course there were none in my city either.

I emailed the manufacturer with the model, color number, etc to inquire as to where these tiles might be found.

Celso Menezes, the general manager of the company emailed me back within a day. He told me that he had checked and the tiles were discontinued, however he was showing a couple of boxes in his warehouse and would ship them to my Dad free of charge. He was also willing to ship color samples to be sure they matched. I called my Dad and he was very happy. He said that he would make the tiles work even if the dye lots were a little off.

I got back to Celso Menezes to provide him with the shipping information and assured him that we would certainly be looking to his company first for any future tile needs. He told me that he would let me know as soon as the 4 boxes of tiles shipped to my father (2 plain and 2 w/the center design).

I am humbled by the generosity of this company, by the expedient nature of their reply and by their willingness to go that extra mile to ensure customer satisfaction and happiness. To say I am impressed would be an understatement. THIS ladies and gentlemen is what customer service is about, it's not that yawning teenager behind the counter grimacing because he has to actually earn his pay.

Here is the link for the company:


They are based in Brazil so the site may come up in a foreign language, but down on the left side you can click for English.

Thank you again Celso Menezes and Cecrisa ... you truly brightened my day!!


Debra W said...

So great to hear a pleasant story about customer service and so nice of you to write about it, Jenn!

Big hug,

Rebecca's Adventures In China said...

It's amazing what a little care and pride in your work can do. I'll keep them in mind if we need anything. My mom is always doing things to her house, this might come in handy.