A satisfied customer is the best business strategy of all.
Michael LeBoeuf (1942-)
Back in 2010, I was experiencing a stabbing and piercing pain in the sole of my right heel. At times the discomfort was unbearable...irritating so badly I had difficulty walking. I paid a visit to my family doctor and he immediately diagnosed my problem as Plantar Fasciitis. The following is from the Mayo Clinic: Plantar Fasciitis is a heel pain that involves inflammation of a thick band of tissue that runs across the bottom of your foot and connects your heel bone to your toes. My physician gave me a written prescription to Bio Ped.
Bio Ped is a recognized and reputable foot care establishment. After two visits I walked out of their store wearing custom made orthotics in my running shoes. Orthotics are molded plastic inserts placed inside both shoes. They were a miracle. I can truly say I've never encountered that agony since wearing the orthotics. Now if I can just eliminate my gout.
The Bio Ped employee that served me was tremendously professional and courteous. She strongly suggested to me I purchase a certain type of running shoe called New Balance 623. Being the foot care specialist and expert she was I agreed to her recommendation and bought the shoes. They turned out to be an excellent investment. They were a superb, terrific and comfortable fitting running shoe.
I wear a size eleven 4E. Usually I've never had any difficulty buying my specific running shoes until 2017. I required a new pair and drove to National Sports on Upper Wentworth Street in Hamilton, Ontario. I also hiked across the street to Sport Check located in Limeridge Mall. My shoes were on sale at both stores for seventy dollars, regularly one hundred dollars and sometimes more. Unfortunately either store didn't have my size in stock. However, the salespeople at both outlets assured me they receive shipments every day and proposed I check back periodically. I accepted their advice and returned three days later to both stores.
My visits to both spots was increasing my mood of disappointment and complete discouragement. At Sport Check they still didn't have my size. The sales clerk offered to phone Eastgate Square in east Hamilton and Oakville, Ontario to find out if they had my correct size. I asked the saleswoman if they do have my size can they ship the shoes to this store. Her reply was simple. No we don't do that. Nevertheless she did mention I could order the shoes online and she would initiate the transaction but it was up to me to finish the order. I declined and walked out of the store extremely pissed off. And on top of that I wasn't driving to Eastgate Square and certainly not Oakville (58.7 km's/36.5 miles).
I drove across the street to National Sports and noticed "my" running shoes were still on sale (as they were at Sports Check also). Once again I asked the sales associate if my size was available. He walked into the stock room and quickly returned with the same old story. I asked him if he would order a pair for me and guess what his reply was...we don't do that. That term seems to a regular phrase. Then he added some additional disturbing news. His store doesn't receive my type of shoe in a 4E. This time I walked out of the store irate and livid.
I felt I was in a no-win situation but what really infuriated me was the lack of customer relations both stores had. In my mind their fucking policies stink. I wasn't going to settle for any other type of running shoe. New Balance 623 are by far the utmost comfortable pair of running shoes I have ever owned. Straightforwardly speaking they are without a doubt the finest home for my feet. So I decided to phone my orthotics gal at Bop Ped and ask her to recommend a running shoe at her business. The phone call was successful. She would order a pair of New Balance 623 running shoes for me and the cost would be one hundred dollars. Obviously I was very happy and gave her the green light.
Perhaps you might be asking yourself what's wrong with ordering items online. Five will get you ten we all agree the brilliance and intelligence of computer hackers is unlimited. Their understanding and knowledge of that device is amazing. For those reasons I'm very leery and skeptical of conducting business affairs online. And of course I'm the first to admit I'm a downright moron when it comes to computers. You could almost say they intimidate me.
I've noticed in the past ten or more years (you probably have also) when individuals inquire or purchase an item or service a very high majority of sales representatives will say, "have a good day" as the customer is about to leave. If I remember correctly that phrase "have a good day" originated in the United States long before Canadians started that lingo.
I would like to share the following true story with you. In the spring of 1985 a friend and I attended the University of Texas spring football camp in Austin, Texas for one week. We arrived on a Sunday and returned home on the following Sunday. Since the camp's practice sessions were a steady days, weekends off event I decided to partake in some shopping on the Saturday. I was focused on acquiring items for my girlfriend (she wasn't present on the trip) who later on became my wife and then my ex-wife.
I was browsing through a large mall and walked into a department store's jewellery section. I saw a beautiful woman's gold chain with a gold state of Texas pendent attached to the necklace. I was eager to buy it but noticed it was pricey. My cash flow had decreased immensely and it didn't help the exchange rate was forty percent. I asked the saleswoman if I could see the necklace and she removed it from the display case. She stated it goes on sale Monday with sixty-five percent off.
Now this is how my twenty seconds of fame occurred.
Puritan - Damn. That's too bad. I'm from Canada and I'm returning home tomorrow.
Saleswoman - You look familiar. I recognize your face. I saw your picture in the paper. You're visiting the Texas football camp.
Puritan - Yeah that was me.
Saleswoman - Since you're leaving tomorrow I'll give you the discount price on the necklace today.
Puritan - That would be fantastic. Thank you very much.
The Austin American - Statesman newspaper wrote an article about my friend and I attending the football camp. The feature also had a picture of us and Head Coach Fred Akers. You have to admit it's not every day two Canuks fly to Austin (1412 miles/2275 km's) to watch the Longhorns practice.
In my opinion the sales clerk went out on a limb. Furthermore she demonstrated excellent, top quality and first class customer relations. I still wonder if that situation was to take place in Ontario would the same result transpire?
In my opinion National Sports and Sports Check are prime examples of two large enterprises that really don't give a rat's ass about going that extra mile for their customers. As far as I'm concerned the customer relations, well, they don't have any. Maybe one day they may encounter liquidation. I wonder how they would react to their final dance and last hurrah. Is it possible they may ask themselves why did this happen?
The Havenut Puritan Project
Puritan will return with
A Joyful Delight