I don’t always get to make a customer’s week go right, but when I do, it's completely awesome. Not long ago I received an email from a customer regarding a DuraMask™ product, which is a Durvet-labeled fly mask. She had purchased two fly masks and the stitching had come out in one of them. She went on to tell me that she didn't have her receipt. I told her I would be happy to replace the mask and there was no need for her ship the defective mask back to us.

After receiving my email response, she quickly replied back... “Wow, that's wonderful!!!!  Thank you so much. I've used DuraMasks™ for years and years, but I wasn't really hopeful that you'd be able to help without the receipt. Thank you!!!! I was delighted to hear that we had such a loyal DuraMask™ customer. I quickly got a new mask sent out, included a few extra goodies of other sample products, and sent her an equine health chart. Going out of the way to make sure that our loyal customer felt appreciated was my top priority that day. This type of customer service pays off! A few days later I got the following email back from one very happy customer:

Not only was I able to provide great customer service, but by keeping in mind how the customer would perceive my actions, it felt great to know that I was able to make her day just a little bit brighter. That's what a WOW experience is all about...and I'm thankful we've got a loyal customer for life.