SPECIAL DELIVERY

Recent letters from the world of Roots
SATISFYING THE CUSTOMER, AND THEN SOME
Last week, my husband and I went to Toronto to check out a store called Chocky's after seeing it featured on Cityline. They were out of the shorts that I wanted but as we walked past your Queen Street store, we saw a similar pair in your window. We entered and found out the shorts were actually men's but they were exactly what I'd been looking for (cargo with the drawstring and pockets on the rear). Right away one of the sales representatives offered to help. I tried on the smallest pair they had which was a 30" waist. They were too large and I asked if they came in smaller sizes.

Nick [Carino] went on the computer and ascertained that they come in 28" and 29" sizes and started phoning around to locate them for me. Ashleigh [Medd], the manager, overheard and joined in on another phone. The two of them went out of their way to call about 15 stores and even offered to have them sent to the store in Newmarket where I live. This amazed me as they were doing all the work and wouldn't even get the sale. I can't say enough about how helpful Ashley and Nick both were. At one point, Ashley located a 29" waist and had them hold it while they continued looking for a 28".

Nick finally located a 28" and Ashley spoke personally to the manager so that nothing would go wrong with the transfer. She then called the Newmarket manager to let her know that she should expect the shorts and to hold them for me.

Then, without me even asking, she had the 29" ones sent as well in case I didn't like the fit of the 28". The woman is amazing and is an exemplary example of what retail personnel should be modeled after. In recent years, I've had so many bad experiences of poor customer service that regrettably that is what I've come to expect when I enter a store. Roots Queen Street sets a fabulous example of how pleasant an experience shopping can be.

Even while Ashley and Nick worked the phones locating my shorts, another sales person Van [Phac Cung] kept me chatting to while away the time and ended up selling me a leather handbag (though he was not at all pushy, just pleasant and enthusiastic). I went in for shorts and came out with a $150. bag and the shorts on the way.

I usually leave a store that is special ordering me in something worrying that something will go wrong with the transaction somewhere along the line but the Queen Street staff left me feeling like whatever I wanted they would make happen.

By the way, I picked up my new shorts from the manager in the Newmarket location on Friday and am very happy with them. My only regret is that the Queen Street store isn't closer to me because I'd shop there all the time. As it is, I will add it to my "MUST VISIT" list when I'm in Toronto. You could not wish for a finer staff looking after your customers than you have at that location.

N. Furzecott Newmarket, Ontario