We live in a time where the access to the internet, information and express shipments have caused many people to order later and later each year for the holidays. This shift causes my challenges for us with issues beyond our control like the weather and also just the number of orders that come in within a short period of time.
For my dad in the restaurant business, it wasn’t a great night unless every customer was happy. We work to maintain those standards in our direct and wholesale business, but there are always issues that arise. For that reason, we certainly appreciate this letter from Mr. Abbott recognizing Andrea Miles, our Mail Order Manager, and Marie, a Customer Service Representative for the
Mr. Schulman, I’m a repeat customer and recently placed a large order to take care of an office in San
Francisco. Though the order was placed well in advance of when it was needed, two problems caused a ‘perfect storm’ that may have cost me, well, a lot more than cheesecake.
I must have input the wrong credit card info online – and none of the Elicheesecake emails of confirmation
were coming to me at this email address.
On Monday I called to be sure everything was ok and that’s when I found it wasn’t. I’m not sure why I didn’t
get a phone call from someone to tell me that things weren’t lining up, but I can appreciate that there’s a huge rush at this time of year.
Marie is the person on the phone, perhaps incredulous that I may lose my livelihood over an order not
appearing when the company’s owners were to be there, but nevertheless, she cared. It was too late for the order to go out that day to make it on Wednesday., so I was still willing to have it show up on Thursday, resigned that
I couldn’t change anything.
In a follow up phone call, Marie told me that Andrea was driving the order herself to UPS for shipment in time
for Weds delivery.
I have never seen such care and extraordinary spirit. I can’t tell enough people about this and how truly
unusual this kind of customer service and interaction is these days. Growing up in the ’50-60′s, this is something I thought long, long gone. Thank you.
Thank you and thank Marie and Andrea from the bottom of my heart. May God bless you all with 10 fold the good spirit you spread. It’s not about the job or the cheesecake, I’m deeply touched by people caring.
Merry Christmas, Happy Chanukka, Kwanza, whatever is meaningful to you and yours, may it always be