Here’s a quote from Chris McCormick, president and CEO of L.L. Bean, and three-time winner of the NRF’s customer choice award about customer service: “A lot of people have fancy things to say about customer service, but it’s just a day-in, day-out, ongoing, never-ending, persevering, compassionate kind of activity.” Drexel Metals received the following email from our Shawn Darby, Drexel Metals’ New England Manager…his actions along with our great customers help to do “whatever it takes” to get the job done!
“At 5:45 this past Friday evening, I received an urgent a call from Green Home’s project supervisor Drew Griffith. He was on a job in upstate New York installing the DMC150SS to one of their pre-fab eco friendly homes. The seamer they had was not working properly and he didn’t know what to do. Their company was paying 5 men to stay in a hotel for Friday and Saturday in order to finish the roof by the end of the weekend. After a short conversation over the phone with Drew G, I was certain I knew what the issue was. The seamer hard a difficult time seaming our 24g metal when you use a 24g clip. All I needed to do to fix this problem was to get them some 26g clips……….Friday evening at 5:45??? 1000 pieces? The project happened to be in Chatham NY, which is an hour and twenty minutes from another customer, Dick and Deloris. I called Deloris to ask what was for supper, and if they might by chance have some 1.5” clips that I could purchase to help Green Homes out? They were having fresh corn on the cob with assorted garden fresh vegetables, and yes they had clips as well!(BEST CUSTOMERS EVER?) Excellent, now all I had to do was get them from Middleburgh to Chatham? Tammy (Shawn’s wife) and I got up at 5:30 am Saturday, drove to Middleburgh (1 hour 45 min) to pick up the clips. I figured this would be the best option in case the seamer issue was more than just clips , I could also work on fixing it as well as making sure they were using it properly. When we arrived in Middleburg, Dick had the clips ready for us. I asked him how much we owed him? He said that he didn’t want my money. (I said GREAT! I will take 10 more boxes then.) When I insisted they take something for the clips, both Dick S and Deloris would have none of it. (BEST PEOPLE EVER?)
Tammy had not been to Dick and Deloris’ home before, and Dick and Deloris wanted to show her around. We were treated to the BEST VIEW EVER! A spectacular view from the top of their property. (Dick almost backed into the pond!) This is where thing go terribly wrong…..we were taking in the beauty of Dick’s baby blue Corvette (67?) and antique trucks when out of nowhere a GIANT spider started to charge after Tammy. I had not seen the spider yet, but knew things were serious when I heard what has come to be known in my house as “The spider scream”. What happened next was nothing short of heroic on Dick’s part. Upon hearing Tammy scream, Dick turned and spotted the spider which by now was advancing rapidly at the helpless maiden. Dick threw himself onto the arachnid, fighting it with his bare hands. A selfless act in the face of what I can only describe as pure terror…..on Tammy’s part that is, Deloris didn’t seem to mind the spider.
We said our goodbyes to Dick and Deloris and headed to Chatham. The clips worked wonderfully for Green Homes. I helped them install a dozen pans without an issue.
Thanks to Dick and Deloris for being themselves, good folks” Also thanks to Shawn and Tammy Darby for doing whatever it takes to solve an issue for our customers!
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