It's the little things. And it's so easy.

See, those are the stories that make up for all the countless horror stories we so often hear! How very lovely, and I completely understand how you made HER day, and she made YOUR day. It's just nice to be nice to the nice. :-) I'm so glad you were able to get your shade installed, and I'll bet it looks super.

Recently I had a similar feel-good experience. An idiot contractor working in our neighborhood failed to properly locate lines and hit the city's water main, forcing a water outage while the city's crews came out and spent hours in the pouring rain, digging up the street to make the repair. On the first night they worked, they started around 5 pm and worked until about 7 am. It was chilly and rainy, but they worked diligently. The work continued about a week later to make one more repair to the system, and it was the same - efficient, quiet, respectful, clean, competent city crew on the spot for hours, working til dawn. We were, of course, inconvenienced by not having any water while the repairs were being made, but I so appreciated the city's responsiveness and how dedicated their crews seemed to be to getting the job done. Last week I wrote an email to the city's public works department, thanking them for their hard work and just letting them know how much their efforts were appreciated. About an hour after I sent my email, I received one from the city manager, thanking me for taking the time to write and saying that my words definitely make a difference. I would imagine that folks in those roles are used to fielding complaints galore, but very few people probably take the time to thank them for the job they do. I felt it was important to recognize that.

It made MY day that my email made the rounds at the city offices and obviously made THEIR day. Like I said, it's nice to be nice (to the nice).

I recently had great service from Home Decorators. I was thinking about that when I read the thread about bad service. I ordered a rug and it just didn't look right to me when I laid it out. I finally went and looked at it online and the colors of the actual rug were completely different than pictured online. Pattern was right but the colors were not any of the available options. I called and they immediately answered and quickly offered me several options including keeping the rug but getting a partial refund or return and they would pay for shipping. They also made sure if I ordered a different rug I would get the same discount and free shipping I got on the original rug even though that promotion had passed. They were very pleasant, efficient and no questions asked. They sent me a container to return it in a pre-paid UPS label. I've heard customer loyalty is higher among customers who had a problem vs. those who didn't if the problem is handled well. That's what I'm thinking. If all was well from the start I wouldn't be talking about it here but they sent me a "defective" product and promptly took care of the problem to my satisfaction - really exceeding my expectations of what I thought would happen when I realized the rug wasn't right.

Another company I love is Stroud Braided Rugs - family owned, made in USA, everything about their service was wonderful.

Auntjen, hurray for dedicated public works crews. Us city-dwellers just take it for granted that water will gush out of the tap whenever we want it. It's sooo important to catch someone doing a good job and to pass it along to the powers that be.

Gibby, I think you're on to something with customer loyalty being better when there's been a problem satisfactorily handled. You know you're working with real people and no one's perfect, just like real life. How you handle adversity and mistakes reveals one's true colors.

I sent an email to the local hospital praising one of their outpatient registration clerks. I was having some routine blood work but also inquired about the cost on a celiac test that insurance wouldn't cover. The clerk couldn't find the info I needed and the business office wasn't open yet so she couldn't ask them. She took my name and number and promised to get back to me. She called me back within a few hours with the requested information. I appreciated that she followed through so I thanked her but also made sure her supervisor was aware of her excellent service.

Another time I was in Walmart buying a white, zip, sweatshirt-like jacket. As I approached the register, the clerk said wait! you don't want your jacket to get dirty and put a bag down on the conveyor belt to protect the jacket. I bought the jacket and walked right over to customer service to compliment her to management. Such a simple thing but so quick thinking and nice of her to do.

Yep, what goes around comes around.

I agree that having a problem with a product isn't the problem, it is how the company deals with the problem!

I recently custom ordered a pricy leather hide to upholster a bench, when it arrived the color was nothing like the samples. The company first tried convincing us that a natural product has variations, but the color they sent me was way beyond any normal variations for the color I chose. Finally they agree to a refund or redo. I had spent too much time finding this product/color that we gave them a second chance. It was like pulling teeth trying to get samples sent that would prove they could actually produce the color they had advertised. I finally had enough this past week, canceled the re-order, asked for my money back and sent the incorrect leather back. What a waste of time. Luckily I found a replacement from another leather manufacturer, that appears to be much more organized and professional.

Some of the nicest folks in the windshield replacement business work for Safelite.

The young woman who came to my house to repair the windshield was the most personable, kind and conscientious person I've ever met in the service industry.

I mailed the company a letter praising her and thanked them for sending out such an honorable person to work on my car.

Somehow Brushworks' story reminded me of this:

Since 1992, we've used Ehrlich for bug and critter control and every one of their employees have been so professional and nice. The tech comes in the house once a year. After we bought new dining room furniture, the tech walked in to the DR and said "wow, new furniture, it looks good." Considering how many homes he must be in every year, I was so surprised he noticed a change like that. My own husband wouldn't have noticed if he didn't see the bill for it.

I've emailed my appreciation to the company, more than once, since our tech changes every few years. Hmmm, I'm just now thinking, maybe our tech changes because they don't want to work with us?!

Design Sleep, a unique sleep shop in central Ohio, is another company that sends out extremely professional and personable delivery persons. I gave them restaurant gift cards along with a personal thank you.

Good customer service often goes unrecognized. People are more apt to make a complaint to a company than go out of their way to commend someone.

Last year, I ordered something rather insignificant for my son for Christmas. It was supposed to arrive via UPS within the week before Christmas (maybe even just days before, I can't remember exactly). I got an email saying it had been delivered, but I didn't have it. I called UPS to notify them. I wasn't a jerk about it b/c who knows what happened - it could have been stolen for all I knew. Plus, it really wasn't a big thing. I think it was a fancy pair of athletic/basketball socks that were popular like Nike Elites. The next day, I happened to check at my next door neighbor's house. They were out of town already for the holidays. There was my package, along with another one for them. I brought both home, left a note for them that I had their package, but then was on my way out somewhere and didn't have a chance to notify UPS right away. While I was out, the delivery driver came to my door and spoke to my husband. He was incredibly upset that he had lost the package. He said he had never misdelivered a package before and that he was very worried that it was a vital gift that would ruin one of my kids' Christmases if it wasn't found in time. My husband told him not to worry about it, gave him a loaf of freshly made pumpkin bread that he makes as gifts, and sent him on his way. After I got home, I told my husband I'd actually found the package. He told me how upset the driver was. I called UPS back to let them know I had the package and found it next door, then I asked for the driver's supervisor. I told him about the driver's visit to my house, and that I wanted to commend him on how professional and dedicated he was, that my husband was very impressed at his concern, etc. The next day, the driver came back to my door to apologize and thank me for the call I had made to his supervisor.

Now? Same driver. I have a huge black lab that hangs out the front yard when my kids are playing outside. I had no idea, until one day when I saw him stop, that the driver was stopping and giving him dog treats when he passed by and saw my dog outside. One day, my dog was inside and heard the truck. He was running back and forth from window to window wagging his tail, so I let him out. The driver stopped and gave him a treat. I was watching, so I went outside and told him that my dog now goes crazy in the house when he hears the truck outside. About a month ago, I came home with a package on my front porch with a dog treat on top. Cute. Then just a couple of weeks ago, I heard the truck but couldn't get to the door in time to let the dog out. I heard the doorbell ring so made my way to the door. No package, but there on the front step was a dog treat, just because.

I'm sure that being a delivery driver can be a thankless job sometimes, but I love our driver and hope his route never gets changed! And my dog hopes the same! ;)

Oh wow 4kids!! What a wonderful story. Your dog is like kids with an ice cream truck going down the street.

Doing the right thing. Saying thanks.

Fruit of the Loom! Great service. I had ordered some underwear online because I could not find size/style anywhere local. My order with shipping was less than $24. I had the option of opening an account with FotL (which I knew I would never ever use again) or paying thru Amazon, which I chose (my address and CC info is already on Amazon). That was 11/5. As of today, no package. Shipping info indicated that package went to an Amazon facility for shipping to me, but no indications it went anywhere else.

I called Fruit of the Loom today. After a brief recorded message about calls being recorded for quality assurance, a real person answered. With my order number, she looked it up and promptly saw that the package was shipped to limbo instead of me, and she offered to credit my CC with the charge. Just like that. She was great, friendly, and I didn't have to repeat myself or do much of anything after I explained my problem. I was floored by the excellent service.

I love these stories!

We have a great HVAC guy in our little town. He has come right over when we've called late at night, and he came one year on Christmas when our furnace died and it was freezing cold out. When we didn't get a bill for the service call, I called them, and they said "No charge. Merry Christmas."

DH got a Columbia Sportswear winter jacket. One time, when he zipped up the jacket, the zipper teeth ripped away from the fabric at the side of the zipper. Our tailor said that it wasn't reparable, so DH called Columbia Sportswear. They told him that there was a lifetime guarantee on all their products, that the particular jacket was no longer made, so he could pick another style and they would send it to him. No charge, not even for shipping.

I just remembered another story. I was booking a flight online and got an error. The screen said go to united.com or call such and such a number. Well, I'm already on United.com and have the error so I call. A real, live person picks up the phone in a ring or two. I was stunned and almost unprepared. We have a great chat and she has to put the reservation on hold for 24 hours and tells me call back, to a different number, tomorrow to complete the booking.

I call the next day and it's an automated system. The instructions are for me to "say my last name, such as SMITH." I say my simple but 2-syllable last name and it tells me not to name more than one person on the reservation. Try again, simple to pronounce but 2-syllable name said without a discernible accent but it still can't understand me. Asks me spell it. Twice. It can't understand. I am now placed in the queue, with a 5-10 minute wait, to speak to a CSR. While I'm holding, I go online and was able to finish the booking myself.

In the end, only half the experience was good but that half was very pleasant.

I was looking for a FitBit HR for DH back in May for his birthday. A lot of places were sold out but I finally went to Target to try there. The guy at the electronics counter said they were sold out but to try in sporting goods because they often put some on the hanging rack there. I headed back to that department and of course there were none, so started out thinking I could order one on Amazon or somewhere and get it in time for his BD. I was headed back down the aisle and saw the same sales associated walking toward me. He had something in his hand. It was a Fit Bit HR. He said he remembered he had one under the counter someone had put on hold a day before but had never come back to purchase, so I could have it. Wow, my lucky day! I went home but called back later and gave the manager the associate's number and told her what he did, including finding me in the store.

Apple Customer Service. They are the best. I "lost" my iPad the other day and I called Apple CS. He walked me through the Find My Phone process as I had no clue how to do this. I am very, very technologically challenged but it's obvious Apple has trained their agents well as he was very patient and helpful.

Dish Network. Yes! Really! I've have to call them twice regarding two different issues this past week and they were extremely helpful. I can't believe I am able to rave about them as opposed to pulling out my hair. :-)

Just want to put in a good word for Pottery Barn. I bought some chandelier shades that I just didn't like. Returned them on Nov. 2 and hadn't heard a word from them. Nothing on their site, UPS or AmEx indicated anything. I couldn't find my receipt for dropping off the package at the UPS store. All I had was the email from PB with my Return Authorization number.

Sat on hold for only about 3 minutes and got a very nice, helpful woman who figured it all out with my RA#. It had been received and she pushed through the credit to my AmEx account. At one point she apologized if she sounded rude, which I assured her she didn't. She seemed worried about it, and said it was a spiritual thing for her. We wished each other a happy holiday and here I am telling you about it. :)

I have a nice one for you- small and not pricey but good the way it's supposed to be.

I have been drinking cashew milk for a few months and find it is more creamy than soy or 2% regular milk. ( I buy the Silk brand unsweetened and only really use it in coffee.). This past week, I noticed when I pour it into my coffee that it kind of swirls and maybe clumps a bit. It was just opened. So, I sent an email to them - they wrote back later that day to say that it;s not a concern, that it might be different acidity in the coffee or maybe even temperature (not really sure about this because it's from a drip coffee maker and it's not significantly different from one day to the next).... but that it' s not anything to be concerned about.......but to show their appreciation for my using it, and to coax me to continue they will be sending me a coupon for a free one. I mean it costs like $4 but it's so nice to be a valued customer.:)