Read and learn:
This week I have called upwards of three billion* paper companies, looking for bulk pre-folded white greeting card paper with matching (and color alternate) envelopes.
For the first two billion nine hundred and ninety-nine million nine hundred and ninety-nine thousand nine hundred and ninety-nine*, every single person I talked to treated me like I was wasting their time. My perplexing phone conversations ranged from mildly distracted to downright annoyed and unhelpful. Until I got to the Paper Place.
The Paper Place, in brilliant contrast, was chirpingly warm and friendly and so very helpful that even when we realized they didn’t have what I needed, they happily referred me to someone who might. While other companies seemed intent on being stingy with assistance until they had an order from me (and never got one, and left me bewildered), the Paper Place just helped me. And then I twittered their awesome.
And now I’m blogging it.
Perhaps speaking with the nice girl who answered the phone at the Paper Place altered the emotional density of the universe (or maybe I just got lucky), but the company they referred me to—Xpedx—also answered their phone in a reasonable, friendly fashion. And not only did their phone answerer (Randy) listen patiently to my question, but he made useful suggestions and didn’t seem rushed or vexed. He was just a nice guy, helping out a customer.
For me none of this has anything to do with the fact that Xpedx and Randy, finally, actually had the product I was looking for. And it has everything to do with how mindful you are when you pick up the phone, how readily you remember that you’re talking to a real person on the other end who will remember you and create an impression of your business and its professional atmosphere.
Both the Paper Place and Randy’s branch of Xpedx are located in Austin. I don’t have a pressing need for the kinds of products stocked at the Paper Place, but I felt inclined to pimp them out anyway. After all those grumpy phone calls, they were both a huge bright spot in my week! And you can bet that if I need bulk or piecemeal paper in the next, oh, ever, I’m going straight to one of these stores.
Note: Marty suggested that my post title means I will be going to a funny hell for funny people. I must insist that my rhymes are produced only in good faith (and only when I can’t come up with alliteration).
* miniscule exaggeration.
[Edit: An incredibly insightful and related post from Seth’s blog.]
Tagged as: business, customer service, paper, the paper place, xpedx
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