Email Exchange from Customer...

[Wayne 962]

Last year, through both forceful moves and gentle nudging, I replaced my entire Customer Service Department with an entirely new crew. Boy, there were some difficult times as the new crew was learning what a "distributor cap" was, but I was very patient with them (most of the time ), and as a result, Pelican Parts' customer service is now back up to my almost unachievable high standards. Just got this email today, from an ongoing email exchage with the CS dept (I get many like these), and I thought I would share (names have been changed). This was started from comments from one of our surveys, of which I read every one:

-----Original Message-----
From: Judy at Pelican Parts
Sent: Friday, October 05, 2007 9:58 AM
To: 'Frank'
Subject: RE: Pelican Customer Survey (Cmt): Pelican Parts

Dear Frank,
You are quite welcome. We like to keep you happy and you seem like such a fair and nice guy. We do care about you, I'm sure you know that now.

Enjoy your weekend!

Judy Muller
Director of Customer Service
Pelican Parts
888-280-7799 x238


-----Original Message-----
From: Frank
Sent: Friday, October 05, 2007 9:41 AM
To: Judy at Pelican Parts
Subject: Re: Pelican Customer Survey (Cmt): Pelican Parts


Well .. well.... well...hhhmmm Im sitting at the table this morning in front of my laptop and there goes a Fedx van slowly past my house.. next thing I know they have turned around and are stopped in front of my house and the driver is comming to the door with a package... and Im thinking but I cant remember ordering anything... then I see the familiar Pelican Parts tape on the box and Im thinking... cant be----I jsut coresponded with Judy yeseterday....then I see its overnight shipping!!! -Holy crap Judy !!! you didnt have to do that !!! but I gotta tell you... It was awsum!!! You sure know how to make a statement!! How can I ever even shop price anywhere else with this kind of service and customer care from Pelican Parts....Thank you Judy .. that was truly amazing....
Frank


l Original Message -----
From: "Judy at Pelican Parts"
To: Frank
Sent: Thursday, October 04, 2007 11:35 AM
Subject: RE: Pelican Customer Survey (Cmt): Pelican Parts


Dear Frank,
Thanks for your feedback, we appreciate hearing from you. We would like for you to receive all the parts that we bill you for, that's only fair. Would you prefer the cone screw for the shifter linkage at no charge, or credit for the part? Please let me know and we will do whichever you prefer.

Regards,

Judy Muller
Director of Customer Service
Pelican Parts
888-280-7799 x238


-----Original Message-----
From: Frank
Sent: Monday, October 01, 2007 1:44 AM
To: Judy at Pelican Parts
Subject: Pelican Customer Survey (Cmt): Pelican Parts


Comments = actually didnt get the cone screw for the shifter linkage on my
911 in my package... Nester was the packager.... I checked and rechecked the contents and packing material but could not fid it... I ahve been meaning to call ....No bigiie .. everything else was perfect....
Frank

[Superman]

That's the customer service equivalent of Robin Hood splitting the arrow.

[Dantilla]

Wayne-

Please post this also on the 944 board. Recently somebody asked for the best place to get a water pump kit, and the first response was a recomendation for one of Pelican's competitors.

I'm a pretty calm guy, but I just about blow a gasket when somebody comes into your business, and tries to steer people out the door.

The guy who suggested going elsewhere has over 1600 posts here at Pelican!

[keez]

Wayne, I've corresponded with Judy on a number of times, last being the front trunk carpet that came without the male snaps that mount to the inner fender. She contacted the manufacturer and within days the snaps have arrived, carpet is installed and you guys have offered me another discount coupon. (I wish you'd stop that, just gives me the excuse to purchase more stuff!!). Excellent customer service from my experiences and Judy reflects what a good CS manager is all about.

[azasadny]

Wayne,
My experience over the past 5 years with your company has been 100% positive! Thank you again! Judy's great, too!

[450knotOffice]

Likewise. Nothing but great service! Keep up the great work.

[ajmarton]

I agree. As with most businesses (I run one myself so I am not free from fault either) there have been a couple of issues over the years and everything has always worked out to my satisfaction. Sometimes it take more effort and sometimes not. But I am always impressed with the quick response time on most CS inquiries and the emails regarding the status of orders.

I would probably even order more frequently if shipping was free on everything. Until then, I tend to wait and group my purchases together.

[gtihop]

Wayne
I've had great service from you and your CS department on most dealings with Pelican. The one time that I did have a problem with an item, you looked after it immediately.