Terrific customer service

[o_bunny]

THIS is amazing customer service.

You probably already know about Heidi's and my problems with scented products. I discovered on my last trip to Lee Valley tools here in Ottawa that there had been scented products installed in the store.

I emailed Robin Lee about this, and well, the story is below...

>> -----Original Message-----
>> From: David O'Heare 
>> Sent: Wednesday, February 21, 2007 12:33 PM
>> To: Lee, Robin
>> Subject: A gripe
>>
>> Hi Rob.
>>
>> I was in your Ottawa store a couple of days ago, and noticed a new
>> addition to the order desks, an addition that causes me physical pain.
>>
>> I'm talking about the Purell dispensers.
>>
>> It doesn't matter whether the stuff works or not; that's not the issue.
>> The heavy fragrance that they add to the sanitizer causes me blinding
>> headaches. 
>> My wife's reaction is different -- she gets stupid, and clumsy, and
>> then has diarrhea. A large percentage of our friends (more than half) report
>> similar problems.
>>
>> There are unscented hand sanitizers out there, Rob. If there's a need
>> for a hand sanitizer in your store, please use an unscented variety. (Though
>> I personally don't think that little pencils and public keyboards are
>> dangerous disease vectors :-)
>>
>> Thanks,
>>
>> Dave O'Heare
>>
> ----- Original Message ----- 
> From: "Lee, Robin" 
> To: "David O'Heare" 
> Sent: Wednesday, February 21, 2007 12:44 PM
> Subject: RE: A gripe
> 
> 
>> Hi Dave -
>>
>> I'll pass that one on - I can't stand scented stuff either... I hadn't
>> seen that change yet!
>>
>> Cheers -
>>
>> Rob
>>
>> -----Original Message-----
> From: David O'Heare  
> Sent: Wednesday, February 21, 2007 5:38 PM
> To: Lee, Robin
> Subject: Re: A gripe
> 
> Rob:
> 
> Thanks very much.  We really appreciate it.
> 
> Cheers,
> 
> Dave O'Heare
> 

----- Original Message ----- 
From: "Lee, Robin" 
To: "David O'Heare" 
Sent: Friday, February 23, 2007 10:07 AM
Subject: RE: A gripe

 Hi David - 
 
 Purell is toast.... :)
 
 Cheers - 
 
 Rob

So, polite but definite complaints can have the desired effect.

If you were wondering, I have corresponded with Robin in the past. He's a very smart guy, and he's driven.