The way to my heart is with exceptional customer service


Melissa Stagnaro

I stop every morning to pick up the papers on my way to work. This morning was no exception.

I was still groggy when pulled in to Byrne Dairy at about 6:20 a.m., but on a mission to get the papers before rushing in to the office to finish my column before my 7:30 deadline. I ran inside, got the merchandise and gave the clerk my customary good morning nod and scuttled back to my car.

I failed to realize that the squishy object I’d felt under my heel when getting back into my chariot, wasn’t slush like I’d assumed. It had been my gloves, which had fallen to the ground when I’d exited the vehicle. Unfortunately, I didn’t notice they were gone until I got to the office.

I know you’re probably thinking, “What’s the big deal? They’re just a pair of gloves.” But I couldn’t write them off that easily. They had faithfully kept my poor little digits warm through a lot of inclement weather, both here and in Colorado.

With my deadline looming, I knew I didn’t have time to race back over there. While I go there often, I’m not on a first name basis with any of the staff. And they are always swamped in the morning. So it was without much hope that I called the store.

Diane answered the phone. She promised to look in the parking lot for the misplaced gloves and keep them for me if her search was successful. And she kept her word! I finally broke away long enough to retrieve the gloves at around 9:30 a.m.

Maybe it seems like a little thing, but Diane recognized that the gloves were important to me. And she went out of her way to retrieve them.

She didn’t have to. She could have easily said they weren’t there. But she was true to her word, finding time in the morning rush to venture out in the cold, pre-dawn darkness to hunt around in the parking lot for my little pair of lost mitts.

And I hope she knows that I really, really appreciated it.

Because of that, I will always buy my morning paper at Byrne Dairy. Tomorrow morning, I may even get a coffee. And if you happen in when Diane is working, please tell her I said “Thank You.”