Mistakes and thanks.

[Bob Marino]

My warehouse/fullfilment center shines brilliantly  where it's supposed to - fast, efficient gettin' the orders out; practicing what I call "defensive packaging" - overprotecting to (help) ensure the goods are delivered damage free. However, nothing in this world is perfect, mistakes do happen and on occasion (very rare, thankfully) ship an incorrect item. Most recently they sent 3 Festool 48" levels instead of the 1, that the customer requested... that's cool Festool Booty. Most times, internal checks and balances will quickly discover this type of error and reship/adjust/correct the problem, but in every time, it was my customer who emailed/called  me about it.

When I emailed my customer to thank him for his honestly and integrity, his response was "Thanks, seems to me to be the only way to do things in life".

Without sounding as corny as the Kellogh's flakes, it's just so uplifting a response, I thought that I would share it with fellow FOGGERS.

  Bob
 

 

[Frank Pellow]

I agree with your customer.  What else could one do? 

 

[Bob Marino]

I agree with your customer.  What else could one do? 

Frank,

He could have said nothing and very possibly have scored the 2 extra levels. Oh, my point isn't what he could have done, nor am I surprised that one would  do just what he did and make mention to me; most people would have done the same thing. I just wanted to say thanks and share an uplifting response.

Bob

 

[Frank Pellow]

Bob, throughout my life I have found the vast majority of people to be honest  [big grin] and I trust that most people (and I hope all your customers) would have told you about the mistake.  In my dealings with you Bob, I can say that you instill in others the desire to be upfront and honest with you.

 

[Sean7a]

Bob, wonderful post and thanks for sharing.  It's always great to have the opportunity to work with kind, honest and knowledgeable customers, especially during extenuating circumstances.  It's a pleasure and a breath of fresh air.  I've found, as I'm sure you have, the vast majority of Festool customers and loyalists encompass these qualities.

 

[Bob Marino]

Bob, throughout my life I have found the vast majority of people to be honest  [big grin] and I trust that most people (and I hope all your customers) would have told you about the mistake.  In my dealings with you Bob, I can say that you instill in others the desire to be upfront and honest with you.

Frank,

Agree 100% and thanks for the kind words!

Bob

 

[Bob Marino]

Bob, wonderful post and thanks for sharing.  It's always great to have the opportunity to work with kind, honest and knowledgeable customers, especially during extenuating circumstances.  It's a pleasure and a breath of fresh air.  I've found, as I'm sure you have, the vast majority of Festool customers and loyalists encompass these qualities.

Sean,

Yep, what you say is quite true about Festool customers, (the only customers I  have). That's been my experience with them and am glad to share that customer reply here on the FOG.

Bob