Pricewatch: ...and now for the good news

Tis the season to be jolly and with that in mind we have decided to pause the giving out and focus on the good news stories that we asked people to send us in the run up to the big day.
And the good news is there is lots of good news to share.

In fact, there are so many happy stories to tell that we might well have to come back to them in the days ahead while the festive spirit still abides.

But in the meantime here are just some of the tales we heard that make us feel better about the world. We hope they serve as an example to all the companies who have let our readers down over the last 12 months.

Take it away readers.

First up there is a Christmassy story from Skerries. Brian Price was given a present of a turkey three years ago. Happy days, he thought. He picked up the bird on Christmas Eve as you might expect, and then on Christmas morning the Price's started prepping what was to be the centre-piece of their festive feast. Disaster! The fowl was foul.

"It was rotten," Price says. "I mean, horribly rancid. We panicked, and I called our local butcher, Aidan O'Brien in Skerries. Now, he's a dad of small kids, and I'm sure didn't appreciate me calling on Christmas morning. I explained what had happened, and without hesitation he told me to meet him in the shop in 10 minutes. He handed me a Turkey, said 'happy Christmas', and refused to take payment."

The price was not right for Price, and he tried to pay in the days after Christmas but the butcher that saved Christmas "wouldn't take anything".

"In the early new year he started a fundraiser for homeless people, so I donated to that for him,in lieu of payment for the turkey. He really saved our Christmas – it was the one year we had lots of in-laws over."

*****

Tom MacSweeney, who many readers will remember as RTÉ's southern correspondent and marine expert, had a story of exemplary customer service for Pricewatch.

"Needing a website and social media support for my radio programme – 18 stations nationwide and on Apple, Spotify, Mixcloud, etc – I asked the woman who won Network Ireland Cork Businesswoman of the Year award Linda O'Connell of Digi Nomad for help," he writes.

He did so because he was impressed by her award and hoped she would be able to come to his aid.
He says that while she had won a big award it was "not too big" for the personal contact from Linda. There was a "cup of tea biscuits chat about my aims".

And what were those aims? MacSweeney wanted "a website created, social media, but most important the personal touch," which he really meant phone calls answered any time, "most often made when I struck a difficulty".

He then outlined a typical conversation. "'Linda, I've hit a problem, can you help?'

"The answer: "'That's what I do, the personal touch'. Nothing beats that in customer service."
He's not wrong.

*****
Next up is Clare O"Donoghue from Dublin with a story about the Tesco store on Prussia Street in Stoneybatter, Dublin.

She starts by telling us that it is "not the fanciest of stores. But they – or, at least, one of their staff – gets my all-time award for soundest behaviour with a customer way above and beyond".

In October she took her children to Disneyland Paris. "Four-year-old Mia was insanely excited to meet 'real life Elsa'. Literally that was her only interest, really. Covid-era Disneyland however (as we came to realise, to our chagrin) does not feature any characters walking around. No Mickey Mouse, no Real Life Elsa (just lots and lots of queues. It was like a grotesquely overpriced and over-full funderland, but less craic).

Anyway, little girl was absolutely crushed, ended the day in tears, after hours of queueing for a total of four amusement rides, but her key disappointment was that she'd never gotten to meet Real Life Elsa," Clare says.

So far so bad.

"We got home a couple days before Halloween, and on the day itself I was getting groceries in Tesco Prussia Street where the staff were doing the Trick or Treat for Temple Street fundraiser. One staff member dressed up as the famed Elsa, shaking a box by the door. While throwing in some coins I told her the story about how heartbroken my daughter had been.

"Send her round to me," she says."

So that is what happened next.

"Mia came over to Tesco, where 'Elsa' came over to meet her with a flourish and explained that the reason she wasn't in Disneyland Paris was because she had been busy here in Dublin fundraising for Temple Street. Elsa said she was so sorry that my daughter had been sad not to meet her in Paris, but she was thrilled to get to meet her now. She posed for photos, and sent Mia away beaming. She still talks to this day about meeting Real Life Elsa. Not in Disneyland, but the true magic happens in Tesco Prussia Street. It still warms my heart."

*****
For our next story we are going to be shameless but we hope you will indulge us for a moment and it is just a moment – and bear in mind we are acting on the wishes of a reader.

"I hope modesty does not prevent you publishing this positive comment on the wonderful staff of customer service at your subscription department, in particular the ever helpful and cheery MaryAnn," writes Fionnuala Dunne.

Fionnuala says that it was the "best and most personal service I have come across in modern business".
"Imagine someone remembering the details of a transaction they facilitated six months ago, and where I was when I called them. Nothing too much trouble. True customer service indeed."

*****
Aaron O'Brien is by his own admission "a bit fussy when it comes to customer service" having spent 15 years with Topshop Topman.

"There is a clothing brand in Colombia called Renzo, I had bought some shirts off them when I was there in 2015," he says. "I wanted to get some more but the website gave no options to ship here. I messaged them on Instagram asking how much it would cost thinking I'd get a 'sorry, we don't ship to Ireland.' But they asked for my WhatsApp and said that they would get back to me. Then via WhatsApp I was asked which ones I wanted and to leave it with them to see if they could arrange it."

A few days passed and O'Brien was sent a link with the invoice and was able to pay with his credit card.

"They arranged a shipment via FedEx for the three shirts. I had to pay customs duty and the package was opened by UK boarder force But they arrived safe n sound. Stand-out best customer service experience for three not expensive shirts."

*****

We also heard from Suzanne Kane who wanted to drop us a line about her local pharmacy "O'Sullivan's." Declan took over ownership of the pharmacy a few years back, he's in his late 30s and has his own young family and he's very much part of the community.

She writes. "They're a small local pharmacy, Declan and his staff have time for everyone who comes in, they pretty much know everyone by name, and their kindness has particularly shone over the pandemic."

She says that over the last 21 months or so he and his staff have "made house calls to people who were isolating, vulnerable or unable to get to the pharmacy to pick up their prescriptions. My Mam being one of the many people they dropped off to during the past two years, not only do they drop off their prescriptions they would stop at the doorstep and take a few mins to check in and have a chat with the person."

What's more is he has been "an ear to many a person with fears or concerns, especially over the pandemic when we are all worried, concerned and access to the GP is limited. He's gone beyond to help out so many members of our community".

"I know for us personally he's very kindly answered messages on a weekend with advice about something to do with the kids or myself. A particular time that stands out to me was a question I had asked him about when I was pregnant, he gave me some advice and the next day got in touch to say he had followed up with his wife who is a midwife to see if there was anything he was missing. He's that kinda guy, just always goes that bit further."

And there's more.

"At Christmas he gives out 'prescribed' chocolates to add a bit of sweetness to the Christmas. Which is a lovely gesture."

*****

"The best customer service I have ever got is from Seamie Walshe Pharmacy in Tuam," writes Marion Coy.
Her daughter was out hiking and sent her photos of a strange rash or bites on her legs. It was a Saturday afternoon and she was not able to get to any pharmacy in person before closing and was not going to be home until late evening. So Marion sent a photo to Seamie for advice.

"Later the same evening, and remember it was a Saturday, he replied to tell me how sorry he was that he had not seen my text earlier and had gone into the pharmacy to get cream for her. Offered to deliver it to house to me (over 5k). Made arrangements to pick it up. This is his usual behaviour. Always going the extra mile.

"When I had Covid was ringing to check how I was getting on. Happy to discuss all issues. Don't know how he has time to breathe. Got my booster there last week. Asked me to stay an extra 20 mins to be sure all okay. Will source anything needed and let you know as soon as he has it. All staff have the same ultra helpful approach. He is the best."

And there we will leave it for today. Happy Christmas.

And here are just a selection of the responses we got on social media

Funny how good service is such a rare thing now. Had a really nice interaction just this morning in Woodies on the Kinsale Rd in Cork when trying to buy Christmas lights. The girl who helped me (should have got her name) could not have been more helpful & made sure I got what I needed. Brian Horgan

Grandstand Sports Dun Laoghaire. I ordered a specific pair of socks on their website, got a call from Michael apologising that he was out and offering refund. Agreed to wait, when arrived (only a few days later) he'd included an extra gift and note apologising again. No need but a lovely touch. Sarah

Strange as it may seem I've had great service from eir. Problem with eir TV sorted in 10 mins after a 3.5 min wait to have my call answered. Christy Keane

Family was staying at the Bloomfield Hotel and between the jigs and reels my mum forgot one of her suitcases. The manager drove a 2-hour round trip to return it to her. We were flabbergasted by her kindness! Bernice Barrington

Arnotts are refunding me for faulty clothing bought a year ago. Leather look coating was coming off making them unwearable and not fit for purpose. And they weren't cheap! Customer Service was excellent, sent prepaid label for return too! Can't fault them at all. Colette Ni Haolain

Recently in Specsavers in Eyre Square Shopping Centre Galway. Every single person I met there was smiling, happy, glad to be there, helpful and professional. So refreshing! Gillian Coughlan

My DPD driver Gary from the Cashel DPD depot has been so brilliant throughout the pandemic, even once climbed a closed gate with heavy parcels to place them in the polytunnel out of the rain when I wasn't able to make it back in time. Fleur and Mimi

I don't have a particular incident, but Super Valu in Churchtown is a perfect example of excellent customer service. They hire lots of local young people, they are all really friendly/helpful and the environment in the shop is lovely, even when they're really busy. Síobhra Rush

The team in Lloyds Pharmacy Stillorgan are just fantastic. Super helpful explaining complex medication for my in-laws and did up all the blister packs and easy to follow schedules for us, all with a smile during a pandemic! Ciara Wyer

I was heavily pregnant in the middle of a hot summer and went to Harvey Norman looking for a fan of which they were sold out. The man serving me went online to check for fans in any local stores and found one for me in Argos .Have never forgotten how kind he was (4.5 years later). Carol Caplice

Pricewatch: ...and now for the good news

Here are just some of the tales we heard that make us feel better about the world

Conor Pope

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