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Customer Service + Expertise Shine!

August 10, 2014 4:43 pm Comments Off on Customer Service + Expertise Shine!

Receiving letters like this one makes our day.  It is so nice to hear from customers when the job is well done.

August 5th, 2014

Mr. Kevin Hancock
Hancock Lumber Company
4 Edes Falls Rd
Casco, Maine 04015

Dear Mr. Hancock,

I am a self-employed electrical contractor and have enjoyed living in Maine since 1984. My first home in Richmond came with the good fortune of wonderful neighbors.

I recently began construction for a home for myself and my youngest of three adopted sons in Woolwich. I must admit I wanted to do business with Hancock because of my neighbor’s association with your family. Several of my contemporaries do business with your company regularly, so I headed right into the Brunswick store and met Nadia Ouellette. Nadia was very helpful and I have bought my entire materials package from her. Nadia has been great to deal with, but last week I suffered from a state of panic (likely a common symptom of a first-time builder) and felt I had to order windows while she had time off. I contacted Rob Shubert at the Home Again by Hancock Lumber store in Portland. I had previous experience with Rob as I bought a door from him while on an informational and educational trip to view the various displays at Nadia’s prompting.

While every respect of dealing with Hancock has been exactly what a customer would expect, I must say that Rob was a delightful find. He has exhibited the most helpful and professional experience a customer of Hancock could ever ask for and I’m guessing that goes for you as well if I’m this happy with the Hancock team. Rob’s efforts and complete knowledge of the Andersen product lines facilitated a concise exchange allowing me to change hardware colors and eliminate divided lites in order to triple glaze. I’m a mechanic not an artist and I’d rather spend my money on efficiency.

Both Rob and Nadia have been great to deal with and Hancock has earned my recommendation. I would be very happy to recommend Hancock Lumber to anyone willing to listen.

Thank you for your attention with regard to this. I am just as willing to write when disappointed or unhappy with a business experience, but with that comes a responsibility to acknowledge first class efforts when I encounter them. I’m certain of Hancock’s continued success in the marketplace when you employ individuals like Rob. Hats off to Mr. Shubert.

After receiving this letter, Kevin sent out an email acknowledging the team member’s efforts:

Nadia & Rob,

What a GREAT customer service letter I received about both of you!!! Thank you!!!  The people who service our customers ARE the brand of the company!

Kevin Signature

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This post was written by Erin Plummer

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