EXCELLENT Customer Service

The following letter of accommodation was written to O'Reilly Auto Parts:

Dear Sirs,

I noticed the other day that my car was overdue for its annual state inspection and proceeded to do so. Unfortunately, it failed due to badly worn windshield wipers and was referred to O’Reilly Auto Parts Store #527, located at 2109 West Parker, Suite 100, Plano, TX, 75023.

Initially, I purchased a windshield wiper but had some difficulty getting them replaced and installed on my 2003 Suzuki Vitara, especially in 32 degree weather. After going in once to purchase another wiper (they came singularly packaged) and inquiring as to what tools were necessary to replace my wipers, I was told by the salesperson that no tools were needed and that it was simple to replace.

Well, after a few minutes fumbling and finally getting my old windshield wiper removed from its arm, a man exited the store and offered to help me replace my windshield wipers! He wasn’t dressed in anything to depict his employment but I got the impression that he was a businessman. After a few minutes, he (not we) had not only one but BOTH windshield wipers replaced and offered to throw away my old ones for me! It wasn’t until I thanked him profusely that we introduced ourselves to each other and then I learned that he was Fred Tobon, the manager of the O’Reilly store there.

This day and age, customer service has been reduced to phone menu trees and Websites with automated emails. Personal customer service (like back in the day when there was such a thing as “full service” gas stations) is almost extinct. I want to personally thank you for training your managers to be more than managers but customer service managers and hopefully, shining examples to both their employees and other customers like myself, of what customer service should continue to be – personal and customer-focussed.

Needless to say, my car passed its inspection and its due to the EXCELLENT customer service received from O’Reilly Auto Parts Store #527’s manager, Fred Tobon.

Sincerely,

John M. Kirton II (signed)
s

cc: O’Reilly Auto Parts – Corporate Office
O’Reilly Auto Parts, Store #527
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