Saturday, January 30, 2010

The Show Must Go On... AND THANK YOU FED EX!!

This post is a HUGE shout out to some AMAZING workers at FED EX. There are good… no, GREAT people in this world so I’ve got to post about it.

Let me go back a bit… Hart to Hart Digital is Headed to "The Wedding Affair" Bridal Show, January 31st at the Cabarrus Arena & Events Center. I have been excited ALL month!! This will be a much larger event than my last one and I have pumped up the volume w/ my layout. So, up until about 1pm yesterday I was pumped. Here's what has happened since then:

I designed 3 new albums this month that are HUGE seller pieces. Great display albums are what attract brides and keep them at your table looking and talking. You then have the chance to sell yourself and your personality, which helps them decide to call you back. Anyway, these albums were stunning, show stoppers and were supposed to be arriving sometime during the week. By Wed. I panicked and called my supplier? With promises of returned phone calls, I never heard back. By Thursday I was super nervous about not receiving them in time so I called and requested overnight shipping. I was promised they would be shipped and received by Friday....phew...crisis averted... hundreds of customers no longer lost (hehehe, one can dream right!!!).

So, Friday, when Fed EX arrived, you can image my horror when the albums did NOT arrive in the package. Instead I received a frame order. Long story SHORT, they overnighted the wrong order. Okay… don’t panic, it’s not the end of the world, EXCEPT I really needed those albums and they said they would be here!!!!! When I called my supplier back I got a lame “I’m sorry”… they’ll be there Monday. MONDAY DOES NOT HELP ME!! I HAVE NOT SPENT HUNDREDS OF DOLLARS ON ALBUMS AND TRADE SHOW ENTRANCE FEES TO HAVE ALBUMS BY MONDAY!!

Calmly I called FED EX b/c something needed to be done!! I was transferred to a call center in India (or somewhere overseas) where I was told there was nothing that could be done. The order shipped “ground” and was in IL as of that morning. I said, “But can’t I upgrade and have it re-shipped overnight… I will pay ANYTHING” ??? Sorry Mam, there is NOTHING we can do, 10 times over.

I have a REALLY hard time taking no for an answer when I need a solution!! I asked to speak to a manager and here’s where my LOVE for FED EX was born.

I was transferred to Dan in Illinois… the nicest most accommodating person I had talked to all day. He heard me out, though my package had just left IL, he agreed to track the package, call the Charlotte hub and make sure someone “trapped” the package so I could pick it up on Sat. Of course with the glooming inclement weather, I shouldn’t get my hopes up, but there was still a good possibility I could pick it up myself on Sat. He told me to call the Charlotte Hub around midnight to see if it the package had been trapped. I WAS SO GRATEFULL that this guy took a few minutes to make some calls and work this out. He even called me back to confirm. WOW! I was impressed.

Around midnight (right when I was about to make my call) I received a call from the Charlotte HUB. They had my package!!! The man was worried about the snow that had started to fall and possible ice on Sat. He was worried about me driving all the way up to North Charlotte so he said he was going to personally deliver the package at 2am during his break!! WHAT… these guys were going ABOVE and BEYOND. I could NOT even express my gratitude. After getting my directions, he realized he had a colleague that lived around my area. They settled on this man personally dropping it on my door stop after his shift at 6am. Again, I was blown away by the customer service.

I woke up this morning to my 3 beautiful albums delivered (sitting in a pile of snow, might I add) on my doorstep. My appreciation is insurmountable. That will make a HUGE difference for me this weekend and despite the snow, the show will go on!! I am so grateful these people took time out of their schedules to go way above and beyond the norm. 3 HUGE CHEERS FOR FED EX and answers to prayers and not taking NO for an answer!!!

Have a great weekend! Mine is looking a lot brighter!!


David said...

Hope the show went well today. You must have had so much stress leading up to it!

alisa said...

WOW....that says a ton about Fed ex! Soooo glad that everything worked out!

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