Customer Service or Waste of Time?

It was Saturday morning and Judy was working alone, something we rarely do but it is 2 weeks before the election and it is our busy time.  The phone rings and the woman on the other end proceeds to tell Judy that she mailed a package through FedEx and she needs our help.  Judy politely tell the lady that we are a bulk mail service and we don’t mail individual packages.

The lady asked Judy to hear her out.  She explained that she is in Arizona and mailed a quilt to a lady in Valparaiso but the lady in Valparaiso is on vacation.  FedEx left it on her porch and could we go and get it, bring it back to our office for safe keeping until the lady comes back from vacation? (she found our phone number by looking up Indiana mailing services on the internet and our name popped up)

Is it customer service to help a woman in Arizona that will never be our customer?  Is it a waste of our time to help out a lady that is on vacation that you don’t know?

As the owner of the business, I believe it is not about customer service, nor wasting time, it is about hiring the right people with the right values.

Judy picked up the package and it is safe and sound in our office waiting for the lady in Valparaiso to return from vacation.

What would you have done?

Have a wonder-filled day,

Donna Flanagin

Random me:  The only movie I ever walked out on was Silence of the Lambs.


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12 CommentsLeave a comment

  1. I love the story – but as a mother of 2 young kids I am always cautious of bad people and I would have maybe not have done what she did – Not that I see the bad in everyone but I am over cautious! I probably would have called my boss or a family member/friend to help me make a decision or go with me 🙂
    p.s. I have never walked out of a movie but I think the worst movie i have ever seen in a theatre was “scenes from the mall”

    • It’s good to be cautious too but remember that 99.9% of human beings are really good people and mean no harm.

  2. The more you talk about your business, the more I want to open a franchise here! Your stories, business philosophy and writing style are great!

    • Aw, that is so nice of you. Franchise huh??? (light bulk over my head). 121-ish days until Austrailia for you and 94 days until WDW for me !!!!

  3. That is so sweet! I’m sure that woman really appreciates what you did for her. I know I would if I were in her situation. 🙂

    • Nicole, you never know, but the Lady in Arizona already offered Judy a free quilt when she goes to Arizona this winter. Just so happens that this lady is near where Judy will be staying. Kinda strange huh?

  4. I say that is just “The Flanagin Way”

    No surprise that any of you would go out of your way to help:-)

    Love the Story

    • Courtney, I love it. You zero’d in on “The Flanagin Way” W.A.Y. We Appreciate You, and we appreciate your comments.
      Yes, it is a good story and it is nice to be able to blog about all the good stuff, I love all this new “techy” stuff.

  5. Awesome story! Thanks for sharing! I hope my coworkers would answer the “right” way when posed with “what would you do”.

    • Debbie: thanks for ready and commenting. I really appreciate it. I am very blessed with great workers. I never take that for granted. Do I show it enough, no. Do try, yes. Am I always striving, absolutely.

  6. Donna, amazing story. Your post reminds me what Gandhi said, You must become the change you wish to see in the world.

    Actions speak louder than words.

    Thank you for being the change and paying it forward, all the while, inspiring a ripple effect of kindness.

    • The more you give the more you see so many other people that give. It just attracts goodness. It is so much better a place to live, than in negativity and complaining. It’s where I want to stay.

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