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Letters from the world of Roots

LEAVING THEM SINGING
Recently, I was shopping for a gift for a person I’ve never met - my son’s girlfriend. They live in Japan and Christmas was going to be our first time meeting. All I knew about her was that she loves anything from Roots, her favourite colour is pink, and that she wears a small.

Normally, I loathe shopping! When I entered the Roots store in Hamilton, (Ontario), I was greeted by a person who was smiling and asked if she could help me with anything. Pink is not a colour for winter. There were no small jackets. I was frazzled, to say the least.

I would like you to know how wonderful this salesperson was. Her name was Miyeko Simons. She asked me questions about the girl. Told me that if it’s a jacket, it’s best not to buy a small to allow for layers to be worn under it. She advised me about things that, had I not been so stressed out, I might have thought about.

Finally, she even put the jacket on so I could see what it looked like. She looked beautiful in it. By the time I left your store, I was singing Christmas carols, all thanks to Miyeko.
C. Czikk
Brantford, ON

FRANK DOES IT RIGHT
I’m writing to pay tribute to one of your retail employees. In mid-December, I visited the Roots store in the Eaton Center in Toronto. My main reason was to buy a Christmas gift for a friend although I was not sure what to get.

Fortunately for me, a very nice salesperson by the name of Frank Echeverria offered to help me. He provided excellent ideas. There was a sweater that I was interested in buying but I was not quite sure how it would look on my friend (who is a guy).

Frank tried on the sweater for me so I could see how the sweater might look on my friend. It helped a great deal and I ended up buying the sweater.

Frank demonstrated great customer service and went the ‘extra-mile’ towards closing the sale with me. It worked. I mentioned this to the store manager but I also wanted to send this message to the Head Office to ensure that Frank receives positive feedback from the Roots management.
N. Mohammed
Toronto

WORTH VISITING
I am writing to compliment you for the excellent Roots products that I bought in your store in Pointe Claire during my recent visit to Quebec. All the clothes that I purchased are of wonderful quality and the store staff were extremely helpful. I enjoyed my visit there.
Thank you for such a positive experience.
H. Musgrove
Cleveland Heights, Ohio

SUPERIOR SERVICE
I just wanted to pass on some positive feedback on the great service I recently had at your Market Mall store in Calgary. I believe the person who looked after me, Jennifer Hughes, is the store manager and if not, she should be!

I received a Roots handbag for Christmas from my sister. The first day, I carried it the buckle somehow came loose and I lost it. I was feeling sick about it not only because the bag cost $188 but also because I loved it.

I went to the store and Jennifer said she could try to order a new buckle for me but then spotted the same bag on the shelf. She immediately gave me the replacement piece and said she would order a new buckle for the one still in the store. It was an example of superior customer service.
With the shortage of staff in this city, Roots is very lucky to have someone who cares about your customers. This act will certainly bring me back again and again.....not only because of the quality of your products but the excellent service I received. Thank you.
L. Smith
Calgary, Alberta

The Source wants to hear from you. In addition to reporting on new developments at Roots, The Source also serves as a forum for ideas and commentary from readers. Please send your letters to Robert Sarner at rsarner@roots.com Letters may be edited for length and clarity.