A short first-person anecdote by Donna Genie about exceptional customer service at King's Company, a small family-owned lumber brokerage in Girard, Ohio. She highlights an employee, Bo (Beau) Velo, who spent 15 minutes helping a caller who dialed the wrong number—exemplifying a culture of going above and beyond for customers.
Customer service is so important, and we always hear a lot of stories say you just don't see it anymore. When I was in college, I was interviewed and worked for a company called King's Company. They were in Girard, Ohio, and they still exist today, probably because of their great customer service. This is a small family owned company and they sold lumber. They were lumber brokers. They made it their job to make sure their customers were well taken care of. And there lies the premise for our calculated moves today. One of our partners there, Bo Velo from Ohio, phenomenal guy. And he answered the phone. So Beau answered the phone with his happy little smile. And whoever was calling called the wrong number. Now, we didn't know this. Bo was on the phone for about 15 minutes talking with the person, finding out who they were, what they did. He actually was helping them figure out who they could call to get where they were trying to get to, because obviously they had the wrong number. Bo went above and beyond to a guy who was not a customer. He was just putting out the spirit of customer service.
