[replicaypu]

Here's the letter I just sent to the supervisor:

Dear Ms. Tobey,

On June 28th I ordered a left handed set of Cleveland cg7 Black Pearl irons from the Golf Mart in South San Francisco. My excitement soon turned to fear, however, as one problem led to another dealing with Golf Mart, who had, among other things, no idea the status of my order, when it would be shipped, or even what the order number was.

I called Golf Mart several times and their customer service was nonexistent. They made me feel as though I was a pest, continually telling me, "Sir, our policy is to call YOU when the clubs arrive. You don't need to call us." That's when I contacted Cleveland directly.

My first attempt at calling your customer service was a bit strange. The woman who took my call was very nice, but in the end she directed me back to Golf Mart to find out the status of the order, saying "It would be too difficult to find your order if you don't know the store number." I work in sales and customer service myself, and this was not helping me feel any closer to solving my problem.

A few days later, I gave Cleveland another shot and had the fortune of being connected with Cathy Sweetman, who I would quickly learn is a consummate professional in customer service.

In taking my call, Cathy first listened with great patience, allowing me to vent to someone for the first time. Then she took control with a "let's get to the bottom of this no matter what it takes" attitude. She made me, the customer, feel supported and like I had a teammate. When the clubs were finally shipped, she told me, "This made my day."

Describing Cathy as 'thorough' would be a gross understatement. She did everything right from our first phone call down to the final goodbye. Phone calls were followed up with e-mails, calls were returned extremely fast, and I received both early morning and late evening e-mails from Cathy.

Singlehandedly, Cathy played detective and recognized the problem which was a breakdown in communication among the manufacturer, golf shop, a tech van guy, and his liaison. Cathy solved the problem by being proactive and dedicated.

I'm sure many folks out there in customer service can get figure out why clubs were shipped late, but Cathy's interpersonal skills (including a sense of humor) make her exceptional. She made me feel great about a bad situation, which I find quite remarkable.

I hope my point is well taken and this letter receives you well.
If you would like any more information about this experience, feel free to contact me.

Best Regards,

[medshop]

I think that was the classy way to handle the letter, I like complimenting good service

[replicaypu]

I bcc'd her because she originally thanked me after asking for her supervisor's contact info, saying "typically we only hear about our mistakes, so thank you!" so I wanted to make certain she saw it.

I think it made her day!

Oh my gosh! Thank you so much. I really don’t know what to say. That is the nicest and most professional complimentary letter I have ever seen.

Have a wonderful weekend!

Cathy

[acneman]

Nicely done JBardet! Are you going to send a different letter to Golf Mart to point out THEIR poor customer service? Seems like you can express yourself well without being vindictive.

[replicaypu]

I think their customer service is generally fine and orders get to them no problem. Being a lefty, I think that created a strain on the whole process.

Instead of whining, I think i'll show my displeasure simply by not making a purchase there again. That doesn't mean I won't go back to use their swing monitor though!

[gardeniyas]

great letter jbardet! way to recognize great customer service thru a bad situation! kudos!

[Spalax]

That's a great thing you did. I just made disgruntled posts in the cg7 bp thread till mine showed up. That DW (GW) was/is in high demand.

[Qwjyrgij]

Great job. Cathy should get a raise.

[LongaDonga]

Good looking swing here jbardet! It looks like you are hitting your new clubs really well.

Also very professional letter to the home office. Looks like you got a talent for this )

[replicaypu]

hit the driver crazy bad today and it caused me to hit everything else bad aside from a few nice ones here and there.

the custom fit is going to take some getting used to but in the long run I know I'll be just fine. I've watched a lot of videos on how to fix a slice and I can't wait to take these tips to the range!