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Project Insomnia

Project Insomnia is many things, but in this context it is simply a "braindump" of whatever I happen to be thinking/reading/watching/doing at the moment. Parental guidance suggested.

Sunday, November 11, 2007

GOOD customer service example of the day

And the winner is: REI in the new Charleston Road shopping center in Mountain View. I'd purchased a Freestyle Tracer pedometer before the ToT race so I could measure my pace through the course; at home, the treadmill tells me how fast I'm going and how far I've gone, so I wanted something similar. The pedometer did its job, but the plastic clip broke off halfway through the race and I ended up having to hold it in my hand the rest of the way. I wanted to exchange it, but of course, I'd lost the receipt. However, I had joined the REI Co-op around the time I'd bought the pedometer so I hoped that the purchase would be recorded somewhere.

When we entered the store, I looked around for the "customer service" desk, usually one solitary register manned by the one person in the store who can accept returns or do exchanges. Not the case at REI; every register can do returns and every employee can process exchanges. The transaction was indeed linked to my Co-op membership and the only wait involved was the cashier waiting for me to grab a new pedometer from the rack for an instant exchange. Well done!

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