Are you loyal to ANY store?  I don’t mean that it’s the first place you go to buy something because they have a large selection.  I mean, are you loyal enough to a store that you go out of your way to buy from them because you want them to grow and be successful?

I’ve watched as the retail industry has become more and more nonchalant about customer service.  I’m regularly frustrated by stores with clerks who know nothing of the products they sell, online sellers who charge outrageous amounts for shipping and won’t answer emails.  I had a local bookstore owner tell me he had to let one of his favorite (among customers) clerks go because ‘she spent too much time talking with customers.’

And that’s why I’m so loyal to Brian and Rachel Goulet of Goulet Pens.  They’re SO different in this regard.  I thought I’d tell you about an email dialog I just had with Brian as just one example of how different they are from the rest.

I wanted a bottle of Platinum Carbon Black ink.  Goulet Pens indicates on their website that they are out of stock and so I wrote to Brian (who doesn’t know me at all) and asked, “Will you be getting any PCB in stock anytime soon?”

He wrote back, knowing it would not make him a sale because he had to say, “Our order has been back ordered for a loooonng time….”  He went on to say “You should buy it wherever you can find it as PCB is in short supply right now.”  I thanked him for his quick response, which had come within an hour or two of my email.

He wrote back later telling me that they had one “sample” left in stock.  One of the great things GP does is make samples of all their inks available.   Now you could interpret this as him taking an opportunity to sell me something.  This sample sells for the vast sum of $1.75 and I’m sure most of that goes into the labor of creating the sample.  No, he was just trying to be helpful.

But, that’s not all.  Even later he wrote back to me and said, “I just got notice that our order has been back-ordered yet again.  I thought you should know.”  Again, no potential for a sale of any kind but he took the time to write and tell me that.  Do you know any other business who would do this sort of thing?  I sure don’t.

So, what did I do.   I ordered that sample, and two pens.  Thanks Brian and Rachel.  You’re the best.  Oh…before I go I should mention that all this occurred one day before Rachel gave birth to the cutest little girl you’d ever want to meet.  Her name is Ellie.  Visit her here.