It is always rewarding to receive these notes from our clients. This one is next level. Our client sent us an e-mail on a fine job done by Mark Passantino, our Account Manager at Len-Co Lumber in Buffalo, NY. Enjoy!
Mark always does a fine job of tactfully handling difficult customers, but today, he went way above and beyond the call of duty.
We had to switch out some incorrect product on a job-site, and, the driver ran into a very hostile (this is putting it very mildly) customer. I spoke with the customer via phone, the salesperson spoke to him via phone, and it just looked like the whole situation was headed for disaster. Mark sensed that his driver was in a bad situation, and that the entire "switch out" on-site was going to fail...instead of taking the easy way out and telling his driver to pack-up and come home, Mark started the process of speaking to the customer via phone, and eventually meeting the driver at the job-site to sort things out and successfully complete the delivery/pick-up.
This brief description hardly does justice to what Mark had to go through to satisfy OUR customer, and in the end, us at Len-Co (by successfully completing the switch out). He understood the importance of completing the delivery/pick-up, and was willing to go to great lengths to get the job done.
This was worth writing about, and making you aware of. Fantastic job on his part.
Take care, and talk soon,
Steve Coppola Jr.
Len-Co Lumber Corporation
1445 Seneca Street
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