Bill of Kalamazoo, MI says:
"In this day and age it seems many people go out of their way to complain when things go wrong and want to broadcast it in front of as many people as they can. I don't think we do enough to trumpet the good things when they occur. Let me do some trumpeting.
I am new to walking in an effort to lose weight. I came into Gazelle and bought some walking shoes. After two weeks, I found that they were giving me a large and painful blister. I was quite embarrassed and assumed it was my own fault for not getting the right thing. I brought them back and met Sarah.
I explained my situation and she took control of the situation. She assured me she would get me into the right shoes. She was extremely patient and helped me with a number of pairs until we got the fit just right. During my painful blister saga, a friend recommended Wright Socks. Sarah explained what they were, and how they would benefit me. We picked a few different kinds out and I told her I'd figure out which ones I liked best and I'd come back in for more (before the sale ran out!) She took the old shoes and gave me full credit. No manager approval. No red tape. No making me feel like an idiot for getting the wrong shoes in the first place.
Today I was in your store to get more socks. Sarah remembered not only my first name, but my last, and that the account was under my wife's name. She inquired about how the new shoes felt (great!) , how the blister was doing (almost healed), and how my weight loss was going (12lbs). I was buying a set of support sleeves for my calves and quickly steered me to what she felt was a better product for the same price.
The shoe/blister thing could very well have been a setback to my weight loss goal. The way Sarah handled the whole situation just encouraged me to keep at it. I'll be back to tell her when I hit my 30lb goal (maybe 40!)
My Gazelle experience was...........incredible. I am a business owner and salesman myself. It is obvious your customer service training is exceptional. Please extend my thanks to Sarah. She really made my day. Hopefully, I can make hers as well."