Customer service

We've all had lots of recent experiences with declining customer "service". But every now and then, good service really does exist.

During my recent trip to Seattle, I realized that I needed a good waterproof jacket. After a bit of online shopping, I found just what I wanted at REI. I last visited REI (at its original and back then, possibly only store) in 1975 or 1976, and bought things I needed for my backpacking trip around Europe; specifically, a down jacket and a warm sleeping bag. Now I wanted to buy a new jacket. I went to the same Seattle "flagship" store, which is now much larger and glitzier than it was 3 decades ago. Since I have no idea where my old membership card is, I was resigned to paying $20 to sign up as a new member. After trying on my jacket, I took it to the cashier, and told her that I was a member in '75 or '76, but that was pre-computer, and I didn't have my card. She said that about that time they were starting into computers, and she'd see what she could find. I gave her my maiden name, and she asked what state I would have been living in. I told her that it was probably Washington at that time. She didn't find me, but then she removed the state, and found two N. Edmonsons, one at 1810 E. Silver St. Wow! That was me! I told her that was my Arizona address at that time. She oohed and aahed over my low membership number, had me fill out a change of address (and name) card, and gave me a temporary sticker with my membership number. I didn't have to pay $20 to sign up. Woo hoo! I was glad to get my new jacket (which was soon proven to be quite wind and waterproof), but having my old membership found in the REI database really made my day.