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Customer Service That Exceeded All Expectations
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Dear SportsMemorabilia.com, LLC Management, I just wanted to drop you a note to document the fabulous customer service I received from your employee, Michelle. Michelle assisted me with the purchase of a signed and framed Lionel Messi jersey on 8.6.13.
My son is a soccer fanatic, and his "golden" 10th birthday is this Saturday (8.10.13). (My purchase was a "gold" framed jersey with Messi's infamous #10 FC Barcelona jersey, as I wanted this to be special for my son's special day.) I had contacted Michelle
to see if there was anything that could be done to expedite the shipping of my order, so my purchase could arrive in time for my son's birthday. Michelle discussed my situation with her co-workers, and came back and explained to me that my purchase was in
the U.K., and it wasn't feasible for the shipment to pass through customs and arrive in time. I totally understood (i.e., bad planning on my part), but I was a little disappointed that I wouldn't have anything "physical" to present to my son at his birthday
party. Sensing my frustration, Michelle immediately stated, "I have an idea." She took down my son's name and birthdate, and said she would try to put something together to ease the situation. The next morning, I received a "card stuffer" from Michelle. This
card stuffer was a beautiful Microsoft Word document that contained a graphic balloon displaying "Happy 10th Birthday!" as well as a personal note to my son with an apology as to why his gift could not be present and a special note wishing him a very happy
birthday. In addition, she included a picture of the actual framed jersey I purchased, so he'd know exactly what he was getting for his birthday. This completely took me by surprise, as this "issue" had nothing to do with sportsmemorabilia.com's mistake or
miscommunication, it was simply poor planning by a dad, trying to make a last ditch effort to get his son a really cool gift for his golden birthday. Michelle really went above and beyond any expectations I had, as Michelle had no obligation or duty to do
anything in this situation, as this was totally my fault. Your company should be extremely proud to have an employee like Michelle. This was the first Internet-based sports memorabilia purchase I have made, but with service like I received from Michelle, I
can guarantee it won't be the last. When I am looking to add to my sports memorabilia collection in the future, your company will definitely be the first place I will go! Thanks again for everything, and thanks to Michelle for making my son's birthday something
he will remember forever! All the best, John
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