Earlier this year, store manager Vanessa Drew shared a customer experience story during a store meeting with all her employees in Wilson, North Carolina. That story reminded department manager Laura Ayscue of one customer who placed a large order for roller shades. Reflecting on her childhood, looking out a window with similar shades waiting on her mom to come home, Ayscue knew that these shades could mean more than just a window covering. While cutting them to a custom length, she took the extra time to trim and smooth each shade for that customer, even though the customer said it wasn’t necessary.
After that store meeting, Ayscue felt inspired to share that experience with Drew, just as her store manager had done with her. She sat down and wrote a letter, telling her a customer service story that brought back memories of the past.