posted
This is one of those things they didn't teach me in school <Grin>
I mentioned this a couple weeks ago and finally tracked down the manager to send the thank you note to. His message said that an e-mail would be fine, and he'd print it and put it in her permanent record.
Here's what I have, I've abreviated the names for privacy.
quote: Dear Mr. W,
I wanted to bring Diane M to your attention for her outstanding customer service. I had an urgent problem needing some very odd custom glassware and she worked very diligently with me to try to solve it. She went above and beyond her normal duties to try to help me, devoting large amounts of her time and resources to it for several days. I wanted to thank her publicly for the Herculean effort she made. Additionally when it became clear that I was not going to be able to fulfill the order via Fisher she cheerfully cancelled it, because she knew it wasn't what I needed, even though it cost her a sale. This is customer service at the most unselfish level possible. In the future, I look forward to doing more business with Diane on behalf of John Crane Inc.
Sincerely,
Anna Jo (A.J.) Isbell Chemical Engineer John Crane Materials Laboratory
At our company, when a letter such as that (praising a certain employee) is received, often it is posted to the company intranet site with a pat on the back to the employee from upper management. It's a very good thing.
quote: Additionally when it became clear that I was not going to be able to fulfill the order via Fisher she cheerfully cancelled it, because she knew it wasn't what I needed, even though it cost her a sale.
I hope your letter does not get her into trouble. I worked two places where that would have got me written up. In fact, at one point, I talked on old lady who was dying of cancer on social security out of upgrading her phone service from 4 cents/min to 25 cents/min. She would of kept the exact same service, only the price would have gone up 21 cents/min. When management found out, they had a come-apart on me.
Anyways, seeing such an honest and helpful employee certainly needs to be commended. What a great letter!
Posts: 1034 | Registered: Mar 2004
| IP: Logged |
posted
Well that was why I said that we were still going to be buying stuff from them in the future. I thought about that, but it is an integral part of the story. Otherwise her manager might want to know where the huge order is that I'm thanking her for, when it didn't materialize.
I think it's clear that you will be doing a lot of business w/ the company b/c of the sales rep's good service.
Posts: 3037 | Registered: Jan 2002
| IP: Logged |
Printer-friendly view of this topic
![[Smile]](smile.gif)
I'm so glad you're doing that.
![[Kiss]](graemlins/kiss.gif)
![[Big Grin]](biggrin.gif)
![[Wink]](wink.gif)
I worked two places where that would have got me written up. In fact, at one point, I talked on old lady who was dying of cancer on social security out of upgrading her phone service from 4 cents/min to 25 cents/min. She would of kept the exact same service, only the price would have gone up 21 cents/min. When management found out, they had a come-apart on me.
