A Very Satisfied Customer's Testimonial...

To help you shop with complete confidence, here is a recent and totally unsolicited email from one of our many satisfied customers, which shows our total commitment to great personal service, from a family run company, which you can trust:

-----Original Message-----
From: Peter Keun 
To: info'at'wmpot.co.uk
Subject: Satisfied Customer Story


Hello Colin,

I would like to take a few minutes of your time to share a happy customer
story.

First some background. I've been in the customer service business for more
than 20 years. Along the way I have had the good fortune of working for such
renowned companies as Sharp, Panasonic, Sony, Dell and HP (my current
employer). Being responsible for technical support teams one must be focused
on delivering good service. My philosophy in this area is based on two
adages; under promise and over deliver and f you are not part of the
solution, you are part of management. The later one being more related to
ones abilities to deliver service.

Last year I was in the midst of completing the renovations of my kitchen. I
decided to include a vertical wine rack using terracotta tubes. A
colleague found a suitable supplier here in the Netherlands. I researched
his website and with measurements in hand I built the enclosure (12 cm
wide), and completed the kitchen. It was months later that I finally decided
to order the tubes only to discover that they manufacturer was no longer
in business. To say I was disappointed was an understatement.

Months went by during which numerous Internet searches returned blanks. A
casual remark to a UK colleague resulted in being directed to your company.

Your website revealed a tube that would fit nicely in my enclosure. I
immediately sent off an e-mail requesting information. To my surprise this
was answered in a matter of hours by Jen. Over the next few days she was
able to confirm the ability to ship to NL, what the cost would be and that
she would take extra care to ensure the items were carefully packed to
survive the journey.

On Monday morning, 04/10, I responded to Jens e-mail requesting
confirmation of the shipping address as well as my credit card information.
Again, within a matter of hours I had a reply confirming that the goods
would arrive either Tuesday 05/10 or Wednesday 06/10 morning. I wont say I
was in shock but it came close.

Around 16:00CET yesterday (05/10), I received an e-mail from Jen telling me
that the shipment had been delivered to my home. Being skeptical, I phoned
home (my sister-in-law is visiting us), to check and she confirmed the 3
boxes had been delivered (FYI oddly enough in 2 separate deliveries one
in the morning the other in the afternoon). I was thoroughly impressed.

Colin, as mentioned, I have been in the keep customers happy business for
many years and I can tell you this experience ranks in the top 10 for my
years in Canada and #1 for here in NL (I've been here since 2000). The
customer service atmosphere in Canada and the US is very demanding so
companies either deliver or they die. Moving to NL was a shock. Customer
service is in the dark ages, they have no concept of what is required. In
fact, I have written more dissatisfied customer letters in the almost 5
years that I have lived here than in the 45 years that I lived in Canada
(I'm dating myself :-). So your companies service delivery was like a breath
of fresh air.

In closing I wish to extend my compliments to Jen, you and your father for
creating the type of environment that ensures customers feel welcome and
depart as happy campers. The reason I extend my compliments to you and
your father is because management is the entity that creates the
personality of a company. It is this personality that the employees
communicate to their customers, internally and most importantly, externally.

Thank you for the experience and all the best in the future.

Sincerely,
Peter Keun

P.S. You have my blessings to use this letter in any manner you wish.