Twilight has always been my favourite part of
the day...that time between late afternoon and late evening, when the sun is setting and the darkness ekes it's way lazily into places the lightbeams can no longer reach.
A type of hush takes over the prevailing ambiance of the city streets about that time, as people settle in for the evening, while fragrant scents fill every cosy room.
Busy children sit at kitchen tables and work on math homework while Dad's help cook or read the news, feet up on fake leather footstools and an old dog dreams on a nearby braided, throw rug.
It was about that hour last night, when I was settled in with my dinner of rice and tofu stir-fry, accompanied by some of my Mother's deep crimson pickled beets, that I reminded myself to pick up the phone and tell her what I had been meaning to tell her for the past 3 days.
'Hello?'
'Hi!'
'Oh, I'm so glad you called.'
'Why, what's wrong?', as I detected the concern and frustration in her voice, a far cry from her normal cheery greeting.
'Oh, the cable went out in Brighton and Trenton today and when it came back on, my television was fine, however the internet never worked again.'
I asked her a series of questions and determined that even though she had contacted Cogeco, they had not been able to tell her what her problem was, so I promised I would come over in the morning and see if I could get it working again.
This morning, after trying various things, I determined that her ethernet card was no longer functioning and opened the phone book to find a nearby computer shop who would install an ethernet card if we brought the computer in. Looking in the phone book for a company that included the word 'computer' in it's name, the first one that caught my eye was The Computer Shop. The kind voice at the end of the line agreed to install it for free if we purchased it through him, and if we brought the computer down right away, he would have it done before the end of the afternoon. So off we went, computer, Mom and I.
The shop was easy enough to find, being right across, 
kitty corner, from the Farmer's Market on Front Street in downtown Trenton.
Carrying the computer in, I noticed how spacious and well-organized the store was and how congenial the technician was with a customer who had brought his computer in for repair.
Setting my Mother's IBM on the counter, I explained to the technician that I was the one who had called about having a new ethernet card installed. While unscrewing the frame of the tower, he said he would test it first to make sure the card was defunct. Peering into the guts of the tower, he noticed something right away.
'Well, that might be your problem right there, it looks like the ethernet card is disconnected somehow.'
He re-attached the card and placed it firmly in place and then carrying it over to his work table, hooked it up and gave it a test. Turning with a smile to my Mom he announced, 'You're online.'
My Mother let out a relieved 'Oh, Thank God.'
He then carried the tower back over and screwed the frame back on while my Mother began to get her wallet out.
'How much do I owe you?'
The kind and gentle man looked at my Mom as he announced 'No charge.'
My Mother gently argued about paying him something and after he insisted there would be no charge and that it was nothing, just a few moments of his time, she acquiesced and announced with a happy smile to him, 'Well, I will tell everyone I know about you.... this is how we repay good business and good people. We tell all of our friends....and I'm a senior and have lots of friends!!'
The technician smiled as we approached the door and thanked her for her consideration. I know my Mother, and I know how many friends and acquaintances she has and how many functions she attends and groups she belongs to. You can bet, that The Computer Shop in Trenton, Ontario has just gained themselves a multitude of new customers through this one considerate act for an extroverted and thankful senior today.
This is how good businesses succeed and prosper. They take care of people. They are honest and forthright, and they remember that we are all connected and that even the smallest deed can make a world of difference, in someone's day, in someone's life, and subsequently, in whether or not a business will succeed .
The Computer Shop, Trenton, Ontario~ Winner of The Trentonian's Reader's Choice Award in:
1997, 1998, 1999, 2000, 2001, 2005, 2006, 2007
and I'm not in the least bit surprised. They certainly have my Mom's vote; and I can safely say, that if I lived in Quinte West, they would have mine too !
©2007JoSmith
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Jo-Anne Smith, the author of this article, is a REALTOR® with Royal Lepage Proalliance Realty, Brokerage, in Belleville, Ontario and welcomes your real estate inquiries. To contact her, visit www.QuinteRegionRealEstate.com |
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Jo-Anne Smith, the author of this article, is a REALTOR® with Your Choice Realty , Mississauga, Ontario and welcomes your real estate inquiries. To contact her, visit www.oakville-burlingtonhomes.com |
Thanks Missy. She'll definitely tell everyone and so will I. I agree with you completely and you've put it perfectly:
" you simply can not out give anyone in life, it will come back to you 100 fold."
((-:
Jo
I wish I lived near that guy...what a great way to run a business!
I enjoyed that Jo....untilI got to the end I kept thinking you were going to say that it turned out the guy was an fellow AR person!
Jo, Wouldn't it be wonderful if everyone were so kind? Your poor mother, I know the feeling of panic when you can't get online! I am glad you honored him by writing this and I do know his kindness will come back to him many times. Your mother is lucky to have you---and vice versa :)
Jo,
WOW!!! So many quotable stuff here...especially:
This is how good businesses succeed and prosper. They take care of people. They are honest and forthright, and they remember that we are all connected and that even the smallest deed can make a world of difference, in someone's day, in someone's life, and subsequently, in whether or not a business will succeed .
I really like that...so simple...so eloquent!!! Thanks, Fran
Jo-Anne,
What a nice post, thanks for sharing the info. I found it humorous that you Mom seems to be as dependent as many Rainers have become with technology. Her "oh thank God" comment just brought a smile to my face. Ah, you know what they say, guess the apple didnt't fall too far from there tree..
Laurie, Thanks ! It really is the little acts of unexpected kindness that mean the most and spread out like waves surrounding the giver in a sea of light.
In our businesses especially, we can never be too kind, honest, caring and considerate. It not only helps the ones we are giving to, it helps all that they come into contact with too..
((-:
Jo
Thanks Joan!
Perhaps computer and technology businesses should be joining AR..afterall, they keep us going! Maybe I should send him an invite?
He builds computers too and also sells used ones for a very low price. Everyone needs a computer guy they can trust these days....absolutely everyone.
((-:
Jo
Carole, If everyone practiced the art of 'kindness' and 'small good deeds' daily, the world would change for the positive in every area overnight. It's certainly a dream to aspire to....
My Mother enjoys her computer for playing euchre, hearts and cribbage with people all over the world and she keeps in touch with a multitude of people by email, especially this time of year when many of her friends are gone south.
I'm very fortunate that I have the Mom I do.....she loaded me up with a gigantic bowl (enough for at least 5 meals) of her homemade spaghetti sauce (which was simmering on the stove when I got there yesterday) and a lottery ticket where the prize is 37 million !
thanks for visiting (((-:
Jo
Hi Jennifer, Thanks for stopping by!
I'm glad it was nothing serious also and that the wonderful technician (perhaps owner) was honest and kind enough to tell her what it was and also to fix it, and then to not charge her for his time !
She will tell everyone and you're right, his good deed will be rewarded many-fold.
((-:
Jo
Hi Fran ,
Thanks so kindly !! Successful businesses really are all about exemplary and kind customer and client service...and it's so nice when you come across a business that actually 'gets' that.
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Jo
Unfortunately, you're right, Sally....exemplary customer service is so sorely lacking in many areas these days. She'll definitely repay his kindness and then some...
You've got this pinned down in your own business by virtue of being who you are....kind, considerate, attentive and you always give from your heart....
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Jo
The kind of advertising this good business man will receive as a result of his kindness to your Mom, cannot be bought for any amount of money. Unfortunately, experiences of this kind are a rarity in today's world. Thanks for sharing the story. Have a good Sunday.
Good morning Lynda ! You're observations are very astute, as always. At the time that my Mother retired, 6 years ago, she was running three computers on her desk. They had to hire 4 people to replace her....she's a very conscientious and hard worker, to say the least.
Most seniors these days are as dependent on their computers as we are...especially for socializing, entertainment and keeping in touch with friends and loved ones. Both of my parents use theirs regularly for playing card games and my Dad does a lot of research on his.
My Stepmother uses hers a lot for organization, keeping in touch with family and friends, etc.
Thanks for stopping by !
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Jo
Loretta, Thanks so kindly for your lovely comment and I look forward to getting to know you !
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Jo
Good morning Kris,
Thanks for stopping by with your positive and nice comment and I wish the same for The Computer Shop in Trenton.
((-:
Jo
Cynthia, As always, your observations are right on.....this kind of advertising goes on and on. Amazing that it is also free and follows the oldest rule in the book of life~the golden rule.
Like they say, 'there's nothing new under the sun'.
I sometimes think the simplest things are the hardest to grasp for some businesses.
I hope you have a nice Sunday too,
Jo
Thank you Melissa ! Similarly, your posts are written from your own experiences and told with such a talent and passion for writing.
My post above is one which you just naturally follow the principles of, it shows in your stories and in how you conduct your business...congratulations on being one of the business people who not only understands these things, but also puts them into practice on a daily basis!
((-:
Jo
Hi Gary, Thanks for stopping by and reading this post. I agree with you completely and do my best to follow principles of integrity and kindness...I'm not perfect, by any stretch, however I endeavour to do the best I can with what I have.
Businesses like The Computer Shop, set wonderful examples for all of us.
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Jo
Tom, I agree with you completely. So many businesses, big names in their area of expertise too, fail due to poor customer service. They just don't stop to realize that they are dealing with people, and people have feelings and voice those feelings when they get a chance.
I like these two quotes a LOT~
Being on par in terms of price and quality only gets you into the game. Service wins the game.~Tony Alessandra
There are no traffic jams along the extra mile.~Roger Staubach
Thanks for stopping by and I'm sorry that you had a bad experience with TIVO.....I guess they don't quite 'get' it yet.
((-:
Jo
Nice story, Jo. We all have an obligation to tell others when a service provider provides service beyond expectations. They deserve our patronage.
You have been a prolific writer recently!
Hi Kathy,
I echo your sentiments completely. Such a simple concept and yet one that seems to be so sadly lacking. Thanks for stopping by,
Jo
What happened to 2002, 2003 & 2004?
All kidding aside, I just pasted along this information to friends in Belleville & Kingston. Not sure if they would drive the distance for computer repairs, but I have made them aware it could certainly be worth the trip.
Dear Jo-Anne, what a wonderful story! ( and by the way the mention of your Mother's deep crimson pickled beets makes me hungry :)
Recently, we had a plumbing issue in our master shower-one of those annoying drips even after the water is turned off, after calling a neighbor (who is a contractor - he could not fix and suggestd we call a licensed plumber who then charged us for the service call but couldn't fix the problem. Jeff decided to look up and call the original builder (now we did not have the home built we bought the home from a couple getting divorced who had contracted with him).
He came over twice that day, once to diagnose the issue and write down the parts Jeff needed to buy and sent him to the hardware store where he gets a discount and the second time to install the part-at no charge-now you can bet being in Real Estate that his story will be told over and over and over to buyers looking to custom build a home:0 and I told Jeff any future remodels we will only call one number - HIS !
Some People are Amazing!
gRACE
Julie, You put it perfectly 'a walking billboard'.
The benefits of kind and caring customer service are limitless and grow exponentially. It seems all people in business should be focusing on ways to better the service they offer their customers and clients.
Thanks for stopping by !
Jo
Hi Brian ! Thanks a bunch. I love talking about people/businesses who have gone out of their way to be kind and considerate. It leaves a mark upon my soul and I'm sure most other people feel the same.
I haven't blogged too much lately....just a couple in the past week. I'd like to get back into writing daily, now that some other loose ends have been tied up.
((-:
Jo
Hi Dave !
Thank you for visiting this post and for your nice comment. It's very considerate of you to let your friends know about this business.....hopefully they won't need any repairs done in the near future, however at least they will be in good hands if they ever do, thanks to you.
((-;
Jo
WoW, Grace and Jeff ! The builder of your house sounds like a super guy. I'm so glad you were treated so kindly and efficiently and were able to solve your problem. You're right, some people 'are amazing'
Thanks for stopping by and for your lovely comment,
Jo
Hi Jo,
What a nice post it brings a warmth to one's heart to read stories like this. I can certainly see why they have won an Award for so many years. It is great to receive customer service like that! I think good customer service is almost a thing of the past.
So Miss Jo --
You've got a much better handle on this idea than I do. I'm wondering how Realtors might specifically transfer what we've just learned from the computer guy to our own businesses? Maybe you could write a piece on that.
Good thought, and well-written as your stuff always is.
Your friend,
Billycherry
Hi Trace,
Thanks for stopping by ! It does give you a good feeling when a business is more than kind and goes out of their way to help you. I believe that good customer service is still be found in most successful businesses....sometimes it's a hit or miss thing though.
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Jo
good morning Billy Cherry,
I believe you're the one who is the expert on customer service and you have been since you were a teenager!!! I enjoy all of your posts about customer service.
I may write a post exploring how this concept relates to real estate sometime in the future, however for now I need to focus on some localism posts. ((-:
Thanks so much for your kind remark, truly appreciated!
Jo
What a nice story Jo-Anne. Being in business many years has always meant the first most important element is the genuine caring in customer service. I was fotunate to first of all, have staff who were open to learning this and then to be able to train them accordingly and watch them go to it.
Great that in turn you promote them!
Hi Deborah,
Thank you for your thoughtful and kind comment! Your staff was very fortunate to have you teach them about customer service and I'm certain it's serving them well to this day in their lives.
((-:
Jo