To Our Readers

By John Flanagan

Saturday, May 11, 1996


A great moment in
customer service

A close friend used to sum up customer service in Hawaii in one word: "Cannot." Too many frustrating shopping trips ended with her reporting "They don't let you have that here."

Things change. I stopped by Radio Shack this week for some stereo speakers to replace a pair that had started to go "buzz, buzz, buzz" instead of "dum dee dum." Since they were for a boat, they needed sturdy mounting brackets.

The store had plenty of speakers, but brackets were a problem. A young sales person found a ball-and-socket mount in the catalog, fine for a house, but probably unsuitable for bouncing around the Molokai Channel. "That's all we've got and we'd have to order them. They aren't in the store." Translation: "Cannot."

Discouraged, I kept looking around. Then, salesman Hank Ciano asked if he could help. I explained my needs: speakers, sturdy brackets, etc. Hank disappeared into the back room and soon emerged with the allegedly unavailable ball-and-socket model.

We contemplated them unhappily. Then Hank looked up. On the ceiling a pair of speakers hung from sturdy steel brackets. "We used to sell those," he said, "but they were discontinued. Why don't I just get a ladder, take them down and sell them to you?"

Hank got his ladder, I got my speakers, Radio Shack got its sale and I'm sure those fancy ball-and-socket brackets will work splendidly screwed to the ceiling of the Ala Moana store.

Thanks, Hank. Dum dee dum!



John Flanagan is editor and publisher of the Star-Bulletin. To reach him call 525-8612, fax to 523-8509, e-mail to publisher@starbulletin.com or write to P.O. Box 3080, Honolulu, Hawaii 96802.





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