Starbucks at Gresham Safeway

It's often said that it's one thing that brings you in to a merchant, but it is something else (sometimes many things) that keeps you coming back.

I'm a frequent flier, so I have the affinity program gene.  If I can get points or some sort of credit for a purchase, I will.  Tying my United Airlines Mileage Plus program to my Safeway Club Card made a lot of sense to maximize the benefits of my daily Starbucks fix.  Sure, Starbucks has their own program now, but I don't want to pay $25 per year for a Starbucks Gold Card.  So, Safeway it is.

If my need for "loyal customer" points brought me in (way back when), it is the service that keeps me coming back.  Two stories are needed to explain why.  First, Jalyssa.

When my wife Margaret noticed a particular mug style being sold on the retail shelves, and we did not snatch them up at the time, Jalyssa came to the rescue.  When we finally decided to buy them, they were of course, gone.  On one of my regular morning visits, I asked if they had any "in the back."  Nope.  Jalyssa and I kept our eyes peeled for new ones if they came in.  Very much like Costco - you just never know what comes through the retail channel.

After some time passed, Jalyssa took it upon herself to shop the Sandy, OR store and found them!  Not only did she find them, she bought them with her own money.  My next morning visit found Jalyssa handing over the prize.  Not only did I reimburse her, but I crafted a letter to Starbucks letting them know the "over the top" service received.

There are two ways in which I appreciate and respond to service.  One is in going far above and beyond basic responsibilities.  The other is the day in and day out, steady, trusted, and now anticipated "attitude."  Most times, "attitude" is connoted negatively.  Here, "attitude" is a sense of pleasant demeanor, compentence and energy.  Enter Angela.

When Angela arrived some time ago, I could tell she was different than the rest of the people who are sometimes there for only a short time.  (You either get it or you don't.)  She got it.  Soon, she was training others.  Then, she became the assistant manager.

When you take care of customers - and train your employees to do the same - a culture of customer appreciation - and appreciative customers - develops.  Sure, there isn't the Starbucks "ambiance" there that comes with a regular store with couches, chairs and cool music, but my Safeway Starbucks has all the comfort that should come with a $3.00+ cup of coffee.  Angela simply packages it differently.

Molly Lee Cards

If you ever have the need for the most unique, personally designed cards for a special occasion, this is the only place to go.  Molly Lee sells interactive cards on her Etsy site, which is a cornucopia of handmade items.

When we moved to our new home, Molly designed a housewarming card that had all the look and feel of a moving box.  Complete with a packing tape seal, when opened, the envelope unfolded like the top of a box.  Removing the invitation was like unpacking.  I can't tell you how much fun we had sending them - and how many enjoyable comments we received from guests.  I only wish I'd kept a sample for myself.

Creativity, talent and oh, yeah - customer service!  For all occasions that need that special flair, I'm simply going to give her the theme and let her create the perfect piece!

Nameless Contractors No More

It has occurred to me that through this entire project, I have consistently called Tom and Jeff our "contractors" in my blog postings.  Maybe subconsciously, I didn't want the world to know that I had screwed up on my choice, in the event they didn't work out.  Boy, that couldn't be any farther from the truth.

As I'm sure you've read by now, we've been extremely pleased with our choice.  Not just because of the early firings of the other candidates, but the consistent manner in which Tom and Jeff have added to our confidence through open communication and thoughtful actions.  You've already read about that - no need to go into it further.  The point is that in this particular case, there wasn't any screw up on my part.  Collette, this is for you:  "No reading on the Bozometer Scale!"

It is high time these guys get a name and not just a title.  They have already had conversations with some friends in the neighborhood, but I can't resist promoting their work further.  I'm tagging this in Memorable Merchants since they more than qualify.  In Memorable Merchants, I generally write a bit about why I'm pleased, but you know where you can find those comments.  If you are considering any sort of work around your home, do yourself a favor and call Tom at 360.772.1540.  Don't risk a reading on the Bozometer Scale.

Professional Towing

When thinking of automotive towing services, the word "professional" doesn't always come.  In this case, it's more than the company's name, it is the best word to describe them.

Cars can from time to time get sick and shouldn't be driven to have them repaired.  It's never a good time when the unexpected happens, so you simply deal with it and move on.

After making a couple of calls from a random internet search, I was quickly thinking that I would have to wait up to 2 hours and deal with a company that just didn't sound like they cared about booking my business.  Thankfully, I made one more call.

When I reached a professional voice at the other end, who seemed to care by asking the reason for the tow, then empathized with the situation - and - could get there in 30-45 minutes, I was in.  Rich at "Pro Tow" is the new owner, buying the business from the long-time, previous owner.  Customer care: he gets it.

A truck was dispatched and he said the driver would call me back when he was in the area.  One better: Rich called back personally when the truck was about "a minute and a half" away.  Sure enough, 90 seconds later, here comes the truck.

Eric was the driver and quite a character.  Careful, quick, and a lot of fun to be around.  I rode with him and had a good time talking about "big trucks."  

If you need a tow, don't bother shopping.  Look to Pro Tow for professional treatment and at much more of a reasonable rate than I anticpated.

Gresham Shoe Repair

At the risk of fragmenting my blog topics too far, I've decided to start a new one related to merchants who have provided me with outstanding service, a terrific bargain, or simply a satisfying experience.  In a word: Memorable.

If you're anything like me, once you find that perfect place, you simply don't want to let go.  In fact, you tell all your friends in hopes of more business pouring in, thereby ensuring a long, successful venture.  But first a story. (You really didn't think you'd get away without one, did you?!?!?!)

Some time ago, I had become quite pleased with my shoe repair shopkeeper.  Dress shoes (men's and women's) are not cheap.  As a result, finding a good "carer and repairer" is critical to protecting that investment.  I had found just that person.  But one day, that changed.

On my next visit, there was someone new and with that new person came a whole change in the shop's persona.  When asked, he simply said, "new owner."  Nuff said.  That's the bad news.  I stayed away for quite a while, disappointed in the fact that my perfect shoe doctor had sold the shop and moved on.  I found another shop, but at best, they were adequate (barely.)

One day, I had the need for new heel taps and decided Mr. "New Owner" couldn't screw things up and I could deal with him for a 10 minute maintenance stop.  Now, the good news:  he was back.  It took me a minute to shift gears, but I finally asked him what had happened.  Politely, he said that when payments aren't made, ownership reverts.  I told him I was sorry it didn't work out, but that I was thrilled he was back.

Gresham has indeed regained a Memorable Merchant.  Do yourself a favor: protect your leather investment.  Do me a favor and contribute to a long, successful venture.