Pete's Log: Good Customer Service
Entry #2426, (Games, Life in General)(posted when I was 45 years old.)
The game store we most often frequent these days is Fair Game in La Grange. The staff has always been friendly and knowledgeable and the selection is great.
La Grange is actually their second location, their primary is in Downers Grove. Recently they opened a third location in Geneva, which is too far for us to want to visit unless maybe we're in the area already.
I'm on their mailing list because I like seeing when they're having events, but lately I've gotten a lot of emails about their new Geneva location, and I'm not interested in those. The emails have an "update your preferences" link at the bottom, but which store to receive events for was not one of the preferences I could change.
Instead of just unsubscribing from everything, I thought I'd drop them a line about my issue. My expectations these days are pretty low when I contact companies about these sorts of things.
But within 36 hours I got a personal response that acknowledged and validated why I might feel the way I do, explained why things are currently the way they are, and told me that they hope to make the functionality I'm looking for available in the future.
It feels so rare these days for customer service to validate my feelings about something instead of getting defensive about it (or ignoring it altogether). It felt novel enough that I wanted to write about it. And they haven't actually resolved the issue yet! They just wrote a nice reply is all it took!