World Class Service
| Did we WOW you? |
We want to make Wesco the best place in the
world to shop!
Did a sales associate anticipate your needs; make you feel special or do something or act in a way that went beyond normal customer service expectations? Do you have an idea that would help us serve you better?
Feel free to call one of our customer service representatives at 231.719.4356 or fill out the feed back form to the right to send us an e-mail.
| Wesco Stories (Tell us your Wesco story here) |
At Wesco we pride ourselves in our commitment to quality customer service. Below are a few stories from our customers that we would like to share.
•We received a call from a customer with some very nice comments about our store #63 in Evart!
She stated that she travels a lot for her job and visits a lot of stores, Wesco and non-Wesco stores. She said that our store in Evart is by far her favorite! ALL of the associates are friendly, positive and helpful; and the store is very clean (she actually mentioned that twice!) She then stated, “It is absolutely delightful to go in this store!”
• We received a call from a customer about Tillie at our store #37 in Cloverville.
He was in the store Wednesday night and his car wouldn’t start. Tillie pulled her car up to his and gave him a jump-start. He offered her a tip but she refused, stating that she was happy to help! He states that he will continue coming to our stores because of employees like Tillie!
• We've been extraordinarily fond of our New Era Wesco for many years now for everything from gas to coffee to newspapers to snacks, but this morning an experience endeared us even more thoroughly! My sister and I drove up to get some "free air" for the Prius which was sending exclamation points to the dash indicating low tire pressure. We found a Wesco truck parked directly in front of the air hose and asked the driver if he would move the truck a few feet back. He greeted us, smiled, and immediately moved the truck. New to the nuisance of checking tire pressure, we were probably handling the new tool from the hardware
store awkwardly. After a few moments, he left his work and asked if he could help us. He not only gave us a couple tips on using that tool, but added the needed air pressure to the tires. His name is Tim, and we think he needs a raise in pay! Thank you Wesco, for hiring such kind--and competent!-employees!
• We just received a call from a customer about Samaria from store #2. These are his exact words: I just received the BEST service that I have ever had in my entire life! Samaria is the most delightful person that I have had wait on me – ever!
| Rules for life |
Rule for life: Keep smiling and be happy
Thursday, January 10, 2002
She is not acting like it's 5 in the morning. Which it is. Nor like it's a cold January day. Which it is. Or like it's gray and damp. Which it most definitely is.
No. Teresa Robinson is opening up the Wesco gas station and convenience store on South Division Avenue near 48th Street SE as though it were a sunny afternoon at a cabana in the tropics. There are coconuts hanging overhead, with palms swaying in the musky breeze, and a Bob Marley tune strung out in the same fine air.
Teresa Robinson is spreading sunshine one shard at a time, with her smile and kind words and the sort of gesticulations that invite you to be here -- not just at the Wesco station with its jerky and coffee and nut bars and popcorn -- but on earth.
"Pretty day," says a customer, her voice hinting sarcasm.
"Yes, indeed," says Teresa, tilting a hairdo of salt & pepper. "Every one above ground is."
Her lashes flutter, and in the next instant, there are two ladies smiling at the counter, the product of a single mother's optimism, candor, verve.
Welcome to Teresa's World, with its splendiferous offerings of tobacco, caffeine, sugar, petrol - and Teresa-isms.
She will call you "hon."
She will call you "darlin'."
She will call you "my love," as in, "What can I do for you, my love?"
Undaunted after fire
If anyone winces to hear such syrup -- but genuine -- salutations, she hasn't seen it. "If I've ever offended anybody," she says, "they've never let me know."
Five years ago, she was a single mother dragging two daughters from their burning apartment building nearly across the street from the Wesco station. The victims of an electrical fire, they fled with the clothes on their backs, losing everything in the process.
Teresa was undaunted. "I went from anger to saying, 'Well, Lord, it could have been a lot worse." In no time, she was on her feet again, and still living within walking distance of her job, thanks in part to employees and patrons at the 56 Wesco stores throughout Michigan, who rallied on her behalf and collected household goods and cash for the threesome.
You do that for the best in your midst.
Of all the employees who staff those Wesco stores statewide, Teresa, 45, has outscored virtually everyone, based on feedback provided by men and women posing as "secret shoppers" who frequent each store twice monthly.
"I believe she has the record," says Vivian Shepherd, Teresa's manager.
But formal evaluations aside, Vivian notes that Teresa imparts something to the store environment that can't be measured in quantitative ways.
"She doesn't just talk with the customers; she communicates with them," Vivian says. "I learn something from her every day. She takes time off, and I'll have 50 people asking me, 'Where's Teresa?' I'll tell you this - I couldn't do it without her."
'Heart of gold'
Getting a testimonial from one of Teresa's customers is as easy as asking the next person through the door.
"That's all right; she can call me darlin'," says Jerry Turner, who comes in three or four times a week.
"She's got a heart of gold, as far as I'm concerned," adds Denny Watkins. "She's like this every day. You can come in here in a bad mood and see her smiling and your problems just seem to go away."
"Oh Denny," she gushes, "I'm gonna have to put you on my preferred customer program," and they both laugh.
Teresa's not sure where she developed her sense of optimism, thought she credits her parents and faith. ""I was raised to treat people the way I'd like to be treated," she says. "I just try to keep smiling, and be happy."
Denny Watkins nods toward his favorite clerk. "Every store," he says, "needs one just like her."
Tom Rademacher's column runs Sundays, Tuesdays and Thursdays. A version also airs during the morning and evening newscasts on WOOD TV-8 each Sunday. tomwriter@aol.com
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