Squeaky Wheels via Post

I try not to be that person. You know the one- the person who has a bad experience somewhere and creates a Yelp profile just to whine about it; the unashamed "squeaky wheel" consumerist complainer. I do my best to be understanding, to be patient, to be supportive.

But sometimes, sometimes I have had a drink or two and I'm really excited to, say, use some new printed tape that I just picked out. I make a lot of mail art, and I've been around a washi tape roll or twelve. I know how to "operate" tape. Imagine my increasing frustration as my new tape just keeps ripping into unusable little shreds instead of neatly lifting from the roll. I was so dissapointed that I tweeted about it. {This is the exciting stuff that happens on my Twitter feed; see what you're missing?} Then, to make myself feel better, I wrote a note to the company.

The company we're talking about is Cavallini & Co. They make beautiful, quality things. I've always enjoyed my purchases from them in the past. Perhaps that's part of why I was so upset about this tape catastrophe. It's the hallmark of a great company that, when they received my note, they contacted me and apologized. There had been some glue issues with the manufacturing, but they'd gotten them fixed and would I like some replacement tape? That's excellent customer service in action. Other companies, take note.

However, I'm upset with myself. I didn't write Cavallini a letter to tell them just how great I think they are; no, I waited until I had a "I think you're great, but..." letter to send. That's unacceptable. I am going to make an effort to write at least once a month to a company that I think is doing a good job. I'd suggest everyone do so. Let's not just send more mail; let's send more positive mail.

In that spirit, I'm going to do a little tape giveaway, courtesy of Cavallini. To enter, leave a comment with a company you think is doing a great job. You don't have to write them a letter to enter, but just give them a little shout out. I'll randomly pick a winner on Friday the 16th at 9AM. **CLOSED** Our winner is commentor #6: Thequietscribe AKA Sam R.Thanks to Cavallini for the tape and thanks to you for reading. And, yes, I did send them a thank you note.

Comments

[Fanie]

I think it's great that you are sharing this customer service experience with us, Donovan. I used to work in customer service, so I always appreciate it when I get a little "plus" from a company.

I always get amazing service from Erzulie Cosmetics. They make natural/eco friendly awesome makeup/cosmetics. The shipping is always fast and I sometimes get a little sample. Love them, so much. :) Here's the link: http://www.etsy.com/shop/ErzulieCosmetics

[Jules]

Does it count if I actually wrote to the company back in January?
It was http://www.crosscountrytrains.co.uk/ which may surprise a lot of British people (being a train company and all) but when I took our Senior Section girls away for the weekend the Train Managers on both the way there and the way back were fabulously helpful (group of 15 giggly girls getting on a train on a Friday evening, with lots of luggage!??!). They made sure we got on OK, helped with our luggage and even made a special announcement just for us. I wrote to tell them how good their staff had been and have so far received 3 letters back from them saying thank you for saying thank you! That really is Send More Letters!!!!!!

[Jaime]

I love Chronicle Books!

[Jenny Ray]

I LOVE that sewing tape washi! So cute! I wrote a thank you letter to the Poindexter Nut Company in California last fall to tell them that I liked their walnuts better than any others I had tried. They responded by sending me 2 lbs of walnuts for free! AMAZING customer care. I <3 them even more now, just for being that awesome. :)

[Goodmailday]

I ordered a pen from http://www.gouletpens.com and, when I tried to write with it, the cap wouldn't post on the back of the pen. I tried everything I could think of, finally checking the specs of the pen on their (incredibly detailed) website. It was listed as "postable cap", so I wrote an email to Brian Goulet. He responded immediately, and was so kind and funny about my strange little problem, encouraging me to send back the pen at my convenience.

Once they received it, he wrote another funny email explaining how everyone in the office had tried to put the cap on the back of the pen, with no luck--even when they tried caps from other copies of that model. He sent me a new pen immediately, and offered to send me some ink samples in thanks for my understanding. I provided rather a long list of inks I'd been wanting to try, with the note "any of these would be great!" --and they sent me a sample of every one of the inks I'd chosen.

I'm ashamed to say I haven't written my thank-you note yet. :(

[Thequietscribe]

I adore Lush Cosmetics (@LushLtd on Twitter), not just because their products smell the bizz, but because of the diversity of products, their commitment to good ethical practices, their awesome customer services, and the way they use Twitter to create a community of Lush users that feel at home; they say Good Morning, ask how things are going etc.

I'm a Lush Convert for life; their natural and mostly vegan ingredients are a positive and luxurious step toward a better planet for all.

That and by the time I've showered, moisturised, styled my hair and dabbed myself with Breath of God (an amazing scent) whilst listening to their Fresh Handmake folk music, I smell and feel like a Goddess.

For the first time ever, something has trumped chocolate on my Happy Scale.

And you're right; companies like this deserve positive letters *scribbles*

[Michelle]

I don't go there anymore since I no longer drive a Beetle but VW Alexandria (Virginia) was always AWESOME with me. I remember once I went in there with $1k worth of repairs and when I drove out the check engine light was still on-- they found yet another $500 problem but fixed it for free simply because they saw how frustrated I was having to put so much into my car. $500! Their service people were always kind, pleasant, and I never left without a smile on my face.

I wanted to write them a letter but kept forgetting and now it's been nearly a year since I sold the VW but your post has inspired me to write one anyway! It's never too late! :)

[Laura]

I had a similar experience with JetPens. I ordered what was touted as a fantastic letter-writing pen, but when I got it the ink was dry. I wrote them a courteous email asking if they could send a replacement to which they promptly responded and sent another right away. Hurray for customer service!

[Derrick Dodson]

Goulet pens for me as well as Col. Littelton, both of which I have written notes to. Fine companies with GREAT customer service.

[Claire]

I have nothing but good things to say about LoveFilm. I almost feel a little bit bad for saying it, because I used to work at Blockbuster, and I feel like SUCH a traitor, but I have yet to ever have a problem with their service. They are prompt, reliable and have such a massive range of films that even I can usually find what I'm after, and I like some obscure stuff. When I did have a problem (self-inflicted - I lost a DVD), they responded really quickly and politely, and then when I found the DVD they reversed the charges as soon as it was received.

Another time, I bought a voucher for 3 months at a discount from groupon, and put it onto my account after I'd been charged for that month, thinking it would activate the next month instead (I get charged at the start of the month) - instead they emailed me to apologise for charging me, refunded me, and gave me an extra rental so I could have more than two movies at a time. No prompting or anything! I love that they didn't just let that slide by, and resolved and issue that wasn't there. It makes me feel quite valued actually.

Sorry, promise I'm not being paid by them, but when you watch as many films as I do, and when my relationships have turned sour with so many other places (Blockbuster, Odeon...) it's nice to feel a little bit special.

[Sarah Rector]

I love Bitch Media! They are a thoughtful and insightful organization and I am thrilled every time I receive a new issue of Bitch in the mail.

[Sharon]

I love this and can't wait to go back and read all the comments -- possibly finding more great companies! I'm afraid I can't narrow it down to just one. I have to mention two. The first is Goulet Pen Company -- Love them! and the second is moo.com -- Love them too!

[Robear Moore]

After becoming a LWA member I started buying up fountain pens and wax seal stamps like they were going out of style! Linnea and Ward from Atelier Gargoyle not only make quality products, but their customer care and packaging goes above and beyond what I expected. When I purchased a seal and wax, they sent along a sample of impressions made of each color that I ordered in the seal that I have. Linnea sent me some outstanding calligraphy information that was written by Ward and it was all because I asked about it!

I did send them a thank you letter and on my latest purchase got a HUGE hand written gothic lettering note that is now framed and hanging up in my office. A big shout out goes to Atelier Gargoyle and their support of the letter writing arts!

[erin fae]

I've got a lot of love for the Auckland Public Libraries. They're really good at ordering books I want to read and stocking the magazine racks with exciting periodicals that I wouldn't be able to afford to buy. They listen to feedback, track down my books, and basically, make my nz life possible.

[Liz]

So Chickfila ALWAYS has the best customer service even they they usually employ very young employees. Especially the Chickfila in the town where I live -North Augusta. They rock.

[Alice]

We thoroughly enjoyed staying at Burntside Lodge in Ely, Minnesota when our son graduated from college. Burndtside is a cabin style resort and is on the National Register of Historic Places. Their customer service was exemplary. When we arrived, the owner asked if we needed anything. I asked if they had a crockpot we could use; she had it delivered to our cabin before we had completely unloaded our vehicle. They had two dogs (labs) that played with our 9 yr old son. On our departure day, the owner took pictures of the dogs with our son and subsequently emailed the photos to us, telling our son that the dogs missed him! We get annual Christmas cards and regular updates. We were introduced to excellent customer service when we arrived, but left feeling like we had made wonderful new friends!

[Paul]

I am so glad to see Linnea and Ward from Atelier Gargoyle listed here. When I was on vacation in San Francisco a couple of years back, I was fortunate enough to be able to make an appointment and meet them at their studio. If you are interested in calligraphy, sealing wax, or seals - I can't recommend them highly enough. We spent a fantastic afternoon there. Very warm and friendly people, with great product and service.

The company I'm actually putting a shout out for is Lee Valley Tools. They have always defined customer service for me - with a no question asked 3 month return policy. I believe they still refund postage costs if you ship an order back to them because they are not happy. I have been refunded on items that I had used for years before I had an issue, with apologies. My intent had been just to let them know, and they were horrified.

Woodworking tools, gardening, hardware, and specialty gift. A fantastic store, and great people to deal with.

www.leevalley.com

[Paul]

(Sorry, should have said because YOU are not happy, with the item. Apologies.)

[Carolyn]

My local independent art supply store http://www.artsupplywarehouse.com is amazing because of their wholesale prices, helpful staff, and their huge variety of products.

[Amy]

Recently started an IRA at Charles Schwab, https://www.schwab.com/, and could not be happier with the friendly and knowledgeable service. The phone lines are open 24/7 and every person I have spoken with has just gone above and beyond.

[Carrie Bohrer]

Awesome Post!! Gosh, I feel like I am missing out on Goulet Pens! I have them bookmarked, but I will have to give them a deeper look! I just love Paper Smooches. www.papersmoochesstamps.com. Kim, the owner is fantastic! I should send her a card to say thank you!! And by the way, I bought the same tape from Cavallini and I SO LOVE the type letter roll, but mine keeps doing the same thing and I'm about to throw it out the window!

[Estela]

We have a cafeteria at my work and I sent a feedback form telling them about the item I had for lunch was really good. I usually just let them know when I had a bad experience.

[Limner]

I wrote to two companies over a month ago. Not a word of acknowledgment. I've spent a small fortune on their products so thought I'd give them a nod because the stuff is stellar. The silence is so heavy I'm still hearing crickets.

I like your idea. We're good at complaining, but seldom give deserved kudos. Great idea.

[Cynthia]

Seriously, I cast my vote for Greer in Chicago. I cannot walk out of there without spending $30.00. I am so happy about everything in their store, AND for re-introducing me to the joy of paper, letters, pens and stamps.

[Deborah B.]

I have to let everyone know about the Best Western Center City Hotel in Philadephia, PA. I have stayed there twice; the second time was definitely because of the first. I did the Philly half marathon (each September) and asked for a late check-out. (I'm not very fast and if a race has a later start, I can finish close to checkout time) NOT a problem here! Some hotels aren't as nice about this. I also asked about places to eat in the area and was given lots o'info and great details. Their suggestions were perfect. My second visit was the same great customer service; late check-out and great ideas for places to eat. I brought 2 friends along to do the race and stay with me and they were impressed as well. The second time, I believe there was a problem with their printer (or something?) and they could not give me a receipt for my stay. They offered to e-mail it to me. It was in my inbox before I left the Philly airport. I completed a survey card and even got a thank you from the front desk team thanking me for my comments. This was before I found LWA...next time, it will be a hand written note!

[Cynthia]

I can't replace my other entry about Greer, but I remember now that LETTS of London makes the most lovely little calendar notebooks - leather with gold trim AND a page for EVERY day, not combining Saturday and Sunday into one half page each. Why are Saturday and Sunday not equally deserving of a full page?
Anyways, I had my calendar personalized with my name in gold embossing on the front. When I called the uk company to modify my address, a real person answered and she was very nice!

[Yasmine Wycoco]

I love this idea of writing more positive letters. My shout out goes to Godiva - I love their chocolates! I usually get a box on special occasions from my boyfriend and one Valentine's Day, I was given a small box of some limited edition chocolates. When I ate a couple, there was some kind of hard seed in them that made me crunch my teeth. I wrote them a letter telling them about it, not to complain, but to let them know if there were other boxes that may have been affected. I opened the letter telling them that I loved their chocolates and appreciate their knowledgeable and kind staff; and closed saying that this incident would, in no way, deter me from returning for more (always start and end on a positive note)!

Well, a week later, I got a huge box from UPS and under the re-usable ice packs was a 36-piece chocolate ballotin (that's a $50 value) with a letter thanking me for mine! Talk about the power of positive letters.

Thanks for the reminder to use the post for good!

[J. Kasten]

Andre's Confiserie Suisse in KC MO has really great service. I stopped by to get some Quiche Lorraine on a very busy day and they packaged up my lunch for me very nicely...even tied a ribbon around the fork and knife! It made me feel special. I definitely should write them a letter!

[Meredith Kaur]

It makes you feel nice but I like that they usually send coupons for products back! I even had my husband write a letter to his favorite pen company telling them what his favorite pen is and why he likes it, and they sent us a letter back with 2 free in it! These are like $6 a pack pens, too. The companies really like it.