Going Way Out Of The Way To Help

Pamela Young
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Wednesday - April 14, 2010
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Aloha, Pamela,

I would like to send APPLAUSE to Dora and the staff of Hardware Hawaii Kailua. After confirming the availability of a particular product, I braved the horrible weather and the trip to Kailua to make my purchase. As a result of miscommunication, the items I wanted were no longer there. Dora overheard my dilemma and came out to help me. I explained the importance of the items I was looking for, that I confirmed the availability (twice) before making the trip, and, although I understood the error, I was a little disappointed. Instead of hearing, “Sorry, if it’s not out there, we don’t have it,” Dora asked me to wait while she checked the stock in the back, and the other staff member brought out a ladder to check boxes that were kept on high shelves in the store.

Unfortunately, the staff didn’t find it and Dora did not have any in the back stockroom. She did have some good news for me: She placed a call to the local vendor and ordered another case of the product, which would be delivered later in the week. I left empty-handed but so impressed with the help of Dora and the staff. Later, Dora called with bad news: The local vendor was out of stock and didn’t know when any more shipments would be coming in from China. Dora offered to keep my phone number and call me if they received any more product. I was deflated, but impressed with all their efforts.

A few weeks later, I received a call from Dora. She was at a local drug store and found the items I was looking for! After explaining that I was on the Mainland vacationing, she purchased the items herself and offered to hold them until I returned.

My APPLAUSE is not just because I got the items I wanted. It’s for all the efforts of Dora and the staff of Hardware Hawaii

to help me. They were kind, apologetic, and always friendly and helpful. I don’t knock the big stores, I shop there, too. But the impressive level of service will take me to Hardware Hawaii Kailua first.

Gina Fontillas

Dear Gina,

“I felt so bad that she came all this way and we had run out,” says Hardware Hawaii Kailua’s assistant vice president Dora Myhre. “When she called we were fully stocked, but between the time of her phone call and her arrival from Ewa Beach, we ran out. The item was in an ad so we couldn’t really hold it. I knew other retailers carried it, so we did what we could to make sure she found the product. We would have done this for anybody. A big part of our job is to satisfy our customers when they come in to shop. We will share Gina’s letter with our employees.”

three star

Dear Pamela,

We would like to thank KHON2 Actionline staff member Lovina. She was kind, patient and helpful in trying to help us resolve a very difficult situation with a Hawaiian jewelry vendor. We also would like to give another big APPLAUSE to Mr. Tom Wheeler, head of Hawaiian Jewelers Association and owner of Opal Fields.

We took our Hawaiian bracelet to the store where it had been purchased to have it enlarged. The finished product is unacceptable and unwearable. Lovina and Mr. Wheeler are still trying to help us resolve this dilemma. The assistance they provide is done as a courtesy and on their own time. We can’t thank them enough and offer heartfelt mahalo to them both!

Mr. and Mrs. N. Liu
Los Angeles

Dear Mr. and Mrs. Liu,

Tom Wheeler of the Hawaii Jewelers Association says the organization’s mission is to maintain and inspire consumer confidence in all jewelry purchases and services in Hawaii. “On behalf of all the HJA members, I would like to thank Mr. and Mrs. Liu for their kind words of gratitude. The Hawaii Jewelers Association is a statewide educationally based organization of jewelry professionals active for more than 50 years dedicated to consumer protection through ethics and knowledge.”

(If you know someone who deserves some Applause, send your letters to Pamela Young, MidWeek Applause, KITV, 801 S. King St., Honolulu, HI, 96813 or e-mail pyoung@kitv.com. Include your name, phone number and, if possible, the phone number of your “applaudee” so we can contact him or her.)

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