Going Above and Beyond
It was 5:28 PM on Friday, quittin’ time on a cold February day in the hills of West Virginia. Randy was closing up Glade’s hardware supply when the phone rang one last time- all he had to do was let the machine get it and he’d be on his way into a relaxed weekend. He answers the phone, and an amazing chain of events begins to unfold…
Team Man Crates and TroopId were sponsoring the prize giveaways at the Armed Forces Winter Salute in Snowshoe that weekend. We’d recently launched our streamlined military discounts page and were psyched to help out with an awesome event for the troops and their families.
Somehow our packages got separated during shipping, and that fateful Friday we realized that the troops were going to get their crates without crowbars. Have you ever tried to open a Man Crate without a crowbar? It’s like trying to tear clamshell plastic packaging with fingers covered in bacon grease. We were in a pickle.
Our first thought was to overnight a package to the event, but when we told every courier service the West Virginia address we were trying to send the package to they laughed us off–
“Saturday delivery? To the top of a mountain in West Virginia? Sorry, we can’t offer that service.”
Time was running out and in desperation we started cold-calling every hardware store within a hundred miles of the resort thinking maybe we could arrange for a local courier to make a last minute pick-up and delivery on our behalf.
The Call Goes Through
We’d tried a few places with no luck before Randy answered the phone. He was just closing the register for the day so I quickly explained the situation as best I could, but I must have sounded crazy- it’s not everyday that someone wants to buy out your crowbars and send them to the top of a mountain. Randy patiently waited while I started from the top- “We deliver awesome gifts that you open with a crowbar- yes, it really takes a crowbar- and we need replacements for the troops’ prize giveaway tomorrow.” By this point it was well past closing time, but Randy took up our cause.
He searched the store for as many crowbars as we needed- scrounging a few different models together to make sure there was one for every crate we’d sent. He then personally called the event coordinator, a friend of his, and arranged for his son to sacrifice his Friday night and do an immediate delivery up the mountain.
Randy refused every offer we could make to pay for the extra service, insisting over and over that:
“That’s just the way we do business around here.”
Thanks to Randy and Cody the The Bull Riding champion, the Wounded Warrior Slalom winner, the Zipline Divebomb champion, and all the others- each had crowbars to open their sweet, sweet victory Man Crate. We were all reminded of our mission as a customer service team- take up the cause and stop at nothing to get the job done.
Thanks Randy and Cody.
Beers on us if you’re ever out our way.