Monthly Archives: January 2018

The Running Room: A Company Running with Great Customer Service!

People Cheering for the Running Room at an event

Over the last few weeks, I’ve written about some of the challenges facing the retail industry, and highlighted some retailers that are changing the way they do business. Recently, I’ve come across another company that really seems to capture the essence of customer service, as it clearly comes from the top down.

As anyone who knows me well can tell you, I really have a difficult time finding shoes that fit me. While I’ve frequently gone to The Running Room for my daughter’s shoes, I never seem to find anything that works for me, so an employee suggested I go online for a wider variety of their shoes. They told me that there are no shipping fees or returns fees involved.

I thought I’d take a shot at it and (of course) immediately ran into an obstacle when the one pair of shoes I really liked were not available in my size. They had every other size except mine! Throwing up my hands in frustration, I decided to put The Running Room to the test and I contacted their head office. Their head office phone number is answered by a recorded greeting of their founder, John Stanton, and includes an option of hitting a button to speak directly to John. I wasn’t expecting to speak to someone, but to my surprise, he immediately answered.

I had a lovely chat with John, told him my problem, and without hesitation he offered to find someone to help me and said I would get a call back in just a few minutes. Not fifteen minutes later, one of John’s colleagues called me up, asked me some questions about my needs, did some research, and found me some options for shoes that would work for me.

While I was given the option of picking the shoes up from the store, it was easier to have them delivered to my house and within a few days, I had a pair of shoes that fit and easily returned the others that I chose not to keep.

It’s rare to find a company that goes above and beyond to keep customers happy, and it’s even more rare to have a President who is as accessible as John is (answering his own phone). Clearly, The Running Room gets it. Thanks to John and his team, I now have a pair of running shoes that fit my needs….and my feet!

The Running Room
1-800-419-2906
https://www.runningroom.com/hm/

 

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Awards to the Awards People at North York Trophies:

Some Trophies available for purchase from North York Trophies

In all the time I’ve been writing this blog, I’ve neglected to mention a supplier to SQM, and one of my favourite companies to deal with.

For many years, long-serving employees at SQM achieve a special acknowledgement when they hit milestone anniversaries, such as the five and ten year mark. To celebrate these occasion, the employees not only receive a special gift, but we’ve also awarded them a plaque for being with us for five years, and an engraved crystal for ten years of service.

SQM has been in business for 24 years and since the beginning, I’ve looked no further than North York Trophies for all of my awards needs. In fact, my relationship with them precedes SQM, when I was involved in several sports leagues where athletes would periodically receive awards.

I still remember one of my first visits, when the employee took down the information, asked me about the player, and called me when it was ready. At the time, I had someone else go and pick it up for me, but then a few days later, it dawned on me that I never actually paid for it. When I called the store, the employee told me he had no way of contacting me, but was confident that I’d call back to settle up.

Putting aside the quality of their merchandise, the trust factor that they extended was the beginning of a great relationship! I’ve always enjoyed working with companies who put the customer’s needs first, instead of focusing on getting a deposit or being paid up front. Since that first visit, they’ve always been more concerned with meeting my needs and dealing with the payment after.

Though a few people have changed over the years, thankfully, most things at the business have remained the same. I’m not sure the name does them justice, as they have a lot of variety when it comes to products, their prices are competitive, and the workmanship is of a high quality.

And the winner for outstanding trophies and awards goes to………..North York Trophies!

North York Trophies
905-886-2900
www.northyorktrophies.com

 

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