Autumn in the North Cemetery.

Sixty miles west of Boston, Massachusetts there is the small New England town of Sturbridge. Located at the junction of I-90 (The Mass Pike), and I-84 it has become known as the "Crossroads of New England". The town was first settled over 300 years ago, and like other small New England towns it has grown just enough over the years to be in a difficult place today. How do we embrace the future without forgetting how we got to our present? How do we attract the right kind of growth, and maintain who we are? And, what about our culture out here in Central Massachusetts?

These pages will cause one to think about how to protect what we have, our future direction, and how to move on in the very best way.

Those thoughts, and other ramblings, will hopefully inspire more thought, conversation, action, and occasionally a smile...

...seems to be working so far

Thursday, March 27, 2014

Made My Day Just That Much Better

In the summer of 2012 we had our second floor bathroom gutted, and rebuilt from the studs out.  It was a quite the job.  One thing we both wanted was to enlarge the existing window, and place the bathtub below it.  Nothing like sitting in the tub and and enjoying the natural light.

However, there was a slight problem:  privacy.

Of course, we would be putting a shade on the window, but we didn't want  to have to reach over the tub to get a cord hanging down in order to lower the shade.  I went to and came across a pleated shade that was controlled by a remote control.  And, the best part was it cost no more than a blind with a cord!

I measured the window, and sent in our order.  A short time later the blind arrived, and I installed it.  It took a little bit of time to adjust it stop at the window sill, and never really rose up and down evenly.  I called customer service, and they were very helpful on the phone, and the problem was resolved for a few weeks.  After awhile, it became evident that the blind was a lemon, and I called back.  The CEO of, Jay Steinfeld, got in touch with me, and apologized for the blind with a mind of its own.  He immediately sent me a new blind and asked that I keep the blind that wasn't working well, or donate it someone that could trouble shoot the malfunction, and perhaps keep it for themselves.  I still find this part amazing.  They didn't want the original blind back.

The new blind arrived after a week, or so, was installed, and has worked flawlessly ever since.

Until Monday.

On Monday I pressed the button on the remote, and the blind rose to the top of the window as usual followed by a snapping noise, and the blind hurtling to the sill.

Well, at least it broke in the closed position.

I never did donate the original blind.  I put it back in its shipping tube, ad stored it in the attic.  I was going to try to troubleshoot that faulty blind today, but I had an epiphany yesterday evening.  I went to the website, and called their customer service number.  I ended up on hold for a long time, so I opted to send an email instead.  In my email I told them that I had an issue with the original blind, and that customer service, and Jay Steinfeld, had helped us out in 2012, and the replacement blind had been fine until Monday.  I asked if there was a warranty on the blind.  Often there may be a warranty, or a prorated type of warranty if the original warranty has expired.

It was worth a shot.

Just about a half hour later I received the following email.

"Good afternoon Wally,

Thanks for writing us today!! I am so sorry that your blind has failed you I know how frustrating this can be. No worries I am here to help:). I have gone ahead and reordered the blind for you here is your New Order #2690094. I show your order is due to ship on or around 4/10 you will receive tracking by email. Please let me know if there is anything else we can help you with.

Have an AWESOME Day!!
Megan Jones
Customer Care Specialist

You read it right, they are sending me yet another replacement blind.  No mention of warranty expiration.  No mention of a prorated replacement plan, or a price reduction for my being a previous customer, just a new blind to replace the one that failed on Monday, and a wish for an "AWESOME day!!".

After showing the email to Mary, I immediately wrote Megan back.


Thank you!  I did not expect this.  I just showed your email to my wife, Mary, and we both sat with our mouths open.  Must have looked really silly to our daughter.

Thank you again for contributing to an awesome day, Megan.

Wally Hersee"

The email from Megan at made me smile, but not for the fact that I received a response a half hour after writing my initial email, nor for the replacing the broken blind with no mention of warranty provisions, or legalese whatsoever, or Megan asking me if there was anything else she could help me with.  No, although each was impressive in their own right, and each of those things did floor me, what made me smile the most was that wish for an awesome day.  That wish was exactly what is meant by going the extra mile.  Giving just a bit more of yourself in order to resolve, fix, make better whatever situation you have the power to make better.

My day had already been a good one, but the customer service I received from Megan at truly did make it an awesome one.  As a customer, I will most definitely come back, and they know that.

 Customer service can either grow a business, or slow a business.  We are all customers, but there are times when we aren't happy customers.  We can be frustrated, irritated, angry, and vengeful.  Most often we are satisfied customers, and that's OK.  Being satisfied, is a good thing.  We are satisfied with the service, or product we have given money for.  But, to be a truly happy customer one must experience near nirvana in service, or merchandise.  

I experienced that yesterday.  Thank you,, and thank you, Megan.


  1. Wally, you just made OUR day - thanks so much for writing about your experience with We're sending you an Internet high five right now, it's customers like you that make coming to work every day an absolute joy.

  2. Now you've made MY day just that much better. Thanks for your kind note. Jay Steinfeld/

  3. You can't make this stuff up. It just keeps on comming. You make my day just by being you.


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