I recently had a stellar customer service experience that reminded me of Thalhimers. Afterwards, I asked the helpful phone representative if I could email his manager to commend him, and — unbeknownst to me — he gave me the email address for the CEO of the company. Read on…
Hi, Jerry…
I’m writing to let you know about the superb experience I just had with Branders.com. I ordered 600 non-woven bags, of which 200 “aqua” and “khaki” bags were not true to the colors as described (they were more like deep turquoise and brown) and the navy logo was nearly unreadable. I thought I would just settle for them and accept that I had made a mistake, never again to order promotional materials online. When “Happiness Fairy” Catherine contacted me and put me in touch with Gabe Santiago, he understood the problem and quickly replaced 200 aqua and khaki bags with 200 white ones, perfectly displaying the logo. I haven’t experienced customer service like this in a long time and want to commend Catherine and Gabe for helping make my order perfect. Now I have gorgeous bags to promote the book I’ve written! Thanks so much.
Best…
ElizabethElizabeth Thalhimer Smartt
Author of /Finding Thalhimers/
Dementi Milestone, 2010
Pre-order your copy today at http://www.FindingThalhimers.com
Elizabeth,
Thank you for your business, for allowing us to fix our mistake, and for your note. I wish we had gotten it right for you the first time, though you might not have discovered how serious we really are about making people happy. We are lucky to be in a “happy” business – there aren’t many people out there glumly celebrating events and milestones with logoed stuff. We feel blessed to be involved in these events in peoples’ lives.
I am especially grateful for the opportunity to have pleased you as a customer, given your family’s long history of retailing magic. Obviously, we are a specialty retailer; we think we have our spiritual roots in the great retailers that went before us. My library is full of books – popular and obscure – recounting the stories of these fascinating companies and the people and personalities that made them. Congratulations on your book, soon to be the newest in my library (I just added it to my Amazon pre-order list). I understand it was 12 years in the making (and many lifetimes before that). I am eager to read it.
I appreciate you taking the time to give Catherine and Gabe the special recognition you want them to have. To help you get that done for them, I have copied every member of Branders in all of our locations throughout the world on this email. If there is anything more I or anyone else at Branders can do for you, please let us know. We love to be of service.
All the best,
Jerry McLaughlin
Chairman & CEO
Branders.com, Inc.
The World’s Largest Online Seller of Promotional Items
Branders has put more logos on more stuff for more people than any other company on the planet
Finding Thalhimers 
That’s such a cool exchange. Thanks for sharing it! I also can’t wait for the book…