Customer service should be a critical part of every business .. and yet so often it’s lacking. Sometimes, however, there are folks that go above and beyond to be helpful. Today I had just such an experience!

I use Sprint as my cell carrier. And their customer service with regard to phone repairs and support has, in general, been okay. Not exceptional. Just okay.

Today, however, was totally different!

A bit of background: About 3 weeks ago I decided that it was time to request repairs for the fuzzy call quality on my phone. Called Sprint and got the typical run-around. “You have to take the phone to the repair center and they’ll diagnose it.” Sigh. 45-minute drive one way. Wait my turn until they could even put me in the “we’ll look at your phone” queue. Then 2 hours while they looked at it. Only to be told … “oh, you’re phone has liquid damage and we won’t fix it. It’ll cost you $100 deductible through your insurance!” AACK!!!

So I whined, and got terribly cranky all to no result. I paid $100 to get the phone replaced.

Yesterday I dropped my phone off the edge of a wastebasket onto a tile floor–about 8″. The screen cracked. I call up Sprint to be told “well, we normally can’t fix these and it’ll be another insurance claim.” Imagine my dismay. I’m REALLY ticked off at this point, but thinking … okay, this is going to cost me yet ANOTHER $100.

Due to a full day of real estate appointments, however, my time was very limited and I knew I’d just have to drop in to the repair center in Tacoma as I was passing through. Crossing my fingers on a tight schedule, I was really praying that this thing could be fixed.

So I dropped in. Diana, the receptionist, was incredibly sweet and understanding. She listened to my whine with empathy. She didn’t think the phone was fixable, but would ask the technician. Guess what? They fixed it! Totally. Without a hassle at all. And FAST, too! It took them just enough time for me to walk across the street to Starbucks, buy a cup of coffee, and a couple of “thank you” gift cards for Diana and the Tina, tech.

When I got back to the store, Tina came out personally so that I was able to tell her how grateful I was that she was able to repair my phone! And, you know what? She told me that “nobody” had ever thanked them with a cup of coffee.

If you ever need phone repair from Sprint, go visit Diana and the folks at the Sprint store near the Tacoma Mall–3702 S. Fife Street. They’re fabulous!

And treat ’em nice. They’re worth it!