Customer Service Goes the Extra Mile (or 1,655 extra miles)

The day before Thanksgiving our Modesto location received a call from Arturo wanting to place an order for one box of tile. Normally this is just standard procedure, except that Arturo lives in Dallas, TX and has been trying in vain to track down this tile for weeks, and of course he needed them as quickly as possible.

Under normal circumstances, we do not ship tile because of how fragile it is and the chances of damage is extremely high. Arturo asked if he set-up shipping, could he purchase the tile any ways, and we decided that, yes, that would be fine. Arturo contacted UPS, and they said they would ship the box of tile, but it would have to be packed at one of their UPS centers by their staff. With Arturo being in Dallas he again called Juan at the Modesto store and told him the situation. Juan, then offered to go to the warehouse, pick up the boxes (Arturo decided to purchase three boxes) and deliver them to the UPS store.

A week later Arturo received all three boxes of his tile, un-harmed and ready to be installed. Juan was very thankful to our Modesto store for going the extra mile in helping him get the flooring he needed for his home, especially durning the often stressful and hectic times of the holidays.

Sometimes doing the little things and the big things to help a customer goes a long way in helping provide an experience they won't ever forget.