Customer service...with more than a smile

I have written before about the general poor level of customer service in Barbados (see http://livinginbarbados.blogspot.com/2007/04/dual-standards-why-do-black-people-seem.html). But I will gladly highlight what comes as excellent customer service.

Nearly 9 months ago I took a watch to Cave Shepherd in Worthing to be repaired (moisture under the screen). Over the intervening time there were exchanges asking whether it was OK for the watch to be sent abroad for repair. In the end the cost of the repair was going to be more than the price of the watch so said forget it. When I was about to get the watch back a month ago it had a new problem (luminous markers had fallen off under the screen). It was due to be sent off to a local repairer. Today I tried to get the watch back. I was told that the latest problem was due to moisture under the screen and the luminous markers need not be replaced if the moisture problem was not resolved. But, because I had been without the watch for so long the manager offered me another watch to wear.

I think that this is an extraordinary gesture, and one that really says "You, the customer, are very important to us. You have gone through a lot, even though little of it is our fault. But we know that you probably feel frustrated and maybe even upset." While the style of the offered "gift" was not one I would have chosen, it was right to be grateful.

I wont say more than thank you Cave Shepherd for restoring my belief that it takes little for businesses to go that extra inch, and for a customer to feel that it has gone a mile. I asked the store senior staff about training, and was told that it starts from the time new staff arrive in the store, and the treatment of customers in monitored constantly. So kudos to the company, and I hope that my experience is in keeping with way that they treat customers in all their branches--though I have heard that it is not.