Why another?

There is not another diary that will ever be the same as this one.  I don’t care how many times it goes down, or how slow it may be, or how many entries I have to rewrite, because it didn’t save.  I have been writing here since January 1st of 2006.  Maybe they aren’t perfect, flawed a little, but I feel a certain devotion to this site.  It has been a great place for me to come to write about school, to vent about my children, to talk about work, etc. etc.  It as survived, and it isn’t all bad.  My friends are here, and though some have begun to write in other places, this just feels like home.

When I got to work today I asked my manager if he had 10 minutes to devote to me, uninterrupted.  I wanted to tell him the problems I was having in ISP with JoJo.  I honestly gave you all the short version on yesterday’s entry, because it was getting so long.  He knows what I told him to be true, because of the other complaints she has gotten.  I told my manager that Jo and I work good together, because I am always "Yes, Maam,"  "Okay, we will do it that way" because I do not like confrontation.  I don’t like to be upset with someone, or have them upset with me.  But I told him, there is only so much someone can hold in, and if it didn’t get corrected that there was going to be an explosion in the back room, and he was going to want to be a million miles away.  

I went on to tell him about several incidents that have occurred.  I started with me talking to a customer "A CUSTOMER" and she came up to the counter and said, "she has work to do so you are going to have leave.  Then there was a customer that ordered something online and it wasn’t what they wanted.  They wanted to return it and she said, "Go to customer service, we don’t do that here"  Um, yes, we do!  One of our camping guys was helping a family out and there were two chairs that they wanted.  We did not have them in stock so he said, "Let’s order some, if we get them before yours come in we will fill yours to the floor when they get here and just give you two out of our stock when they come in"  Basically, they pay online, can take our stock if we get it, and when there’s comes we will put it back on the floor.  Well… our stock came in, and we put two on hold for them until they could get back to the store.  Jo got so mad.  She told the camping guy we would not do it.  When the customers came in she yelled at them, and told them not to expect this treatment next time.  HELLO!  That was so not legendary service. 

The talk with my manager went extremely well.  I am very pleased with where I work.  It will be a sad day if I do decide to switch Cabela’s again.  I like all the people I work with.  

I want to tell you about a customer I had.  

Actually, it will be easier if I post the e-mail I sent my manager and the general manager.

Recount of evening in ISP on September 11, 2011 —

Want to address any issues that might come up with AP, Cash office, or other.  Let me first state that inventory is 100% correct.  Everything was returned, and/or checked out with proper procedures. 

On August 14th, we began to get boxes at ISP for the —- family.  Around August 21st I got a call from corporate asking me to hold on to the Turale’s items as they were out of country and would be returning around the 12th or 13th of September.  I told them "absolutely" we would hold their items.  I believe we had nine boxes ranging from small to super large, and had our largest shelf in ISP loaded with their items, which equaled $12,000+. 

Mr. and Mrs. Turale came into ISP at 4:30pm on September 11th to pick up their items.  They told me they were from Australia, and had been in Australia visiting.  While they were in Australia, their home burned to the ground, with everything in it, as well as their vehicles.  They wanted good, quality items that would last them for many years, and were thrilled that we carried women’s hunting, cool weather, gear.  Now, I treat customers who spend $20 just as I would a customer who is spending $20,000, but there story touched me and all I could think about was I want to take care of these customers. 

I originally called Andrew —— over to see if there was something we could do for them, above and beyond, because their house burned down.  Andy wasn’t sure what we could do since their items were paid for, etc.  He said he would speak to Jeff —- and get back with me, but he never came back with a reply. 

I proceeded to take care of Mr. Dwayne and Mrs. Tracy ——-. We opened every box one at a time.  We went through every pair of socks, every jacket, every shoe, their navigation system, fishing gear, etc; piece by piece, we made sure they were the right color, right size, and that everything they ordered was shipped correctly and fit them.  Eric *Russ* ——-, started out helping when called him at 4:30 and said I needed him and it would take aproximately 30 minutes.  Never did we know we would be with this family until 8:30pm. 

Michael ——–, came back to ISP he separated everything by shoes, clothing, accessories (two GPSs, two fishing rods), etc.  He cut the boxes down, through away the trash.  After two boxes I started doing the returns, of what didn’t fit.  Basically, EVERYTHING was an exchange if there was a return they bought something in its place.  However, the register would not accept their receipts.  I have had trouble with the register all day.  I had to process all the returns without a receipt.  I know they may have got a sale price on some of the items, but I spoke with Jeff Surry on the phone.  I told him, I have all their receipts, but they do not have prices on them.  I am in CRMS looking at all their orders with the prices, but it is going to take me all day to locate each item.  So, I was giving them the best price on each item, instead of the lowest price.  I was so overwhelmed that I forgot to make notes on the register. 

Joan from clothing, helped find the comparable matches to all the clothes, Greg in shoes helped with the shoes, as well as, Joan.  Jesse from fishing helped break all the boxes and get rid of the trash.  Michael ——, while doing everything else for me, helped all the other customers that came to the counter.  All of these outfitters were *stars* as far as I am concerned. 

There were two items that I did not check RPI for the best price on.  We switched out some Rockies for some Dannen’s (?).  I am uncertain of the price difference between the two, because when I returned the Rockies I

put the highest price as what the other shoes were so they would be even, and not owe anything.  I did this on two items only.  They had over 100 items, and only returned 9 I believe, with an exchange. 

I took care of the customer.  They wanted to leave their items until September 12th, at 9am to come pick them up so they would not have to put them in the back of their rent truck and get them wet in the rain, then carry them into their motel.  We double bagged everything, and set them in baskets, and put them back into ISP for pickup early on the 12th.  The customers asked if they could take Mike and I to lunch, but we told them we would be great if they would fill out the survey on the bottom of the receipt.  They said they would gladly do that, and plan on spending another $4000 – $8000 in the store on the 12th, because of the great customer service they received. 

I want to apologize if I stepped out of my boundaries of what I could do to help them. 

When the transaction was complete I did call Jeff ——, and Dana —— to the back to explain the transactions I had placed, and what all took place. 

I would like to know if there is anything else we can do for this family that has lost everything.  They are using what insurance money they got from their home to purchase through us.  They did not ask for any favors, and did not expect any favors from me.  I did what I thought was right for someone who made such a large purchase.  If there is a problem with a difference in the cost of the items I returned for them I will pay that out of pocket. 

In any case, it is very important to me that I continue to work with this family when they come in on the 12th.  It may take time, and help from other outfitters, but I would like to help them get their stuff to their car, find whatever else they need in the store, and check them out.  I believe they will be forever Cabela’s customers. 

Please let me know if there is anything else I can do for this family. 

End of letter —-

 

I helped this family beginning to end.  Today they came back in the store, they purchased another $300 in items.  They then spoke with my general manager, and told her after talking to our corporate store they were disgusted and never going to return, but after dealing with myself and mike that they were again forever customers, and would never go anywhere except to this particular Cabela’s to make purchases, then they told us their neighbors’ houses burned as well, tomorrow Mo, one of the neighbors is coming in to spend $15,000.  Mr. Dwayne and Ms. Tracy are coming back tomorrow, and there might possibly be another family.  My general manager asked me if I worked I said until five, but she asked if I was off if they came in if I would mind coming in to assist them.  I said, "Absolutely, YES!"  She told all the manager’s and leads that those families were to be dealt with Mike and I only, or anyone we need to help.  

This made my day and was worthy of writing about.