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Is this how your employees treat your customers?

I’ll give you the play by play on this evening’s activities.

• Started cutting the grass this evening
• Mower wasn’t working well.
• Headed to Ace Hardware.
• Frank the Ace Dude, helps me find a spark plug and mower oil
• Frank asks me what the mower is doing.
• Reply “running like crap”
• He replies “try clean the carburetor filter”
• Me = puzzled look
• Frank explains the process
• Me = nods like a moron
• Frank volunteers to walks me thru the steps on a demo mower
• Frank shows me…I thank Frank
• Frank replies “hey I am working tomorrow, if you have trouble bring the mower up here we will do it together, no sweat.”

Ace Hardware has a new customer for life because of one person going out of their way to help a person in need. I feel cared for and appreciated. He wasn’t trying to make a sale he was trying to help me with a problem. Thanks Frank…my new best friend. <pause for a tear>

1 Comment

Jeff said on September 06, 2007

Pass the axle grease, man. That was touching.

It’s really cool when you get into situations like that and they choose to 1) not make you feel like an idiot, and 2) not try to screw you over by telling you the mower needs to be replaced. I miss my Ace Hardware man too.

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