March 2012

Doug's News


March 2012

Dear Friends:

We get mail!

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Dear Mr. Mockett:

On January 20, 2012 the staff at your company did something quite extraordinary - they put an employee on a commercial flight to hand deliver a small order to me because it was the only way it would arrive the same day. Perhaps it was authorized by you but either way - never in my 32-year career have I been more impressed or more shocked at the extent of the action your company took in the name of excellent customer service. Never mind that the order I placed was boggled several times over - unintentionally I am certain - however, the way Ms. Tyra Cunningham handled herself and apologized profusely when I told her I cancelled an install with an important client once over the missed shipment and I did not wish to cancel it again ... those feelings of frustration disappeared when she took control of the situation.

Most incredible is the fact that although I've specified Doug Mockett products over the years, I have placed very little in the way of orders. The over-the-top way your people resolved a problem made it seem like I was a million dollar-per-year customer. This was nothing short of sensational. I hope you know that from now on I'll be a 'Mockett For Lifer' and would be more than happy to speak to your potential customers, the media or whomever on behalf of your company's value system.

Please accept my apology for not writing sooner. A sudden death in my family took me off-line for a little while.

With Considerable Admiration,
Block to cover up identity of writer
President

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Cordially,
Douglas A.J. Mockett