A customer called me the day before yesterday from Palm Springs, 120 miles east of Los Angeles. He has an interior design firm and wanted to do a customs job for one of his clients. He had a sea-grass carpet, a kind of bamboo rug with the size of 13 x 18 feet. He wanted the rug to be cut and bounded to be 12 x 18 feet. His problem was this. He needed a very good and high quality job in one day so he could drop the rug off in the morning and pick it up in the afternoon. He did not want to drive two hours form Palm Springs to bring the rug and come back another day to pick the rug up.
I said yes Mark. We can do the job in one day. He left Palm Springs at 7:00 am. Our showroom opens at 9:00 am. I went to work at 8:30 am in case if he gets there earlier. He showed up at 9:00. I said Mark, give me a call around 3:00 pm to make sure the carpet is ready and you can pick it up and head home before the freeways get busy with the traffic. We could not find the right color of fabric to match the carpet and the other sides binding, so what we did was using the same binding fabric from the one foot we cut to make the carpet narrower.
We finished the job at 2:45 pm. Mark did not call because his cell phone had a problem and he had not taken it with him. He came in at 2:55 pm and asked if the rug was ready. I said Mark, I am sorry; this was a very difficult job and we could not do it. Besides, we did not find the right fabric to match the color. I did not want him to get mad/sad. I told him in a few seconds that I was teasing him. The carpet was ready and I showed him a 1 x 18 feet we had cut from the length of the carpet. He was very happy to see the job done in a very professional and timely manner. He thanked me and left happy. Making people happy is a real joy. His e-mail is worth a million to me. I couldn't be any happier when I received this e-mail from him:
Thank you so much for your guy's work. It's been a long time since I've received customer service like what I received from you. Thank your guys for me and I know I'll be in touch again soon as I hope to get more rugs.
Thank you Mark for appreciating our job. We put other jobs aside to do his job and I am glad he liked it.
certified Rug Specialist (CRS)