To the Editor-

I’m not a contractor, I don’t buy a lot of hardware and I’m not a “regular” of their store. I’m just an everyday Joe – but I know where to go when I need solutions to my occasional DIY problem. After an extensive search online for an epoxy grout my wife and I purchased back in 2013 – that was now virtually nonexistent, we found a distributor of the product in California.

From there we were directed to go to Frank’s Hardware to place an order. Once there, we were met by several staff members who quickly got to work sourcing the product. It didn’t take long to realize that getting the grout ordered was going to be easier said than done. After a fruitless, 15 minute search, one of the frustrated staffers offered to put a call in to Birnamwood Tile for us the following day. They thought we might have better luck there.

So at this point, not only were they willing to take time and put multiple employees on a hunt for product from some unfamiliar shoppers, but they were more than happy to call ahead and then send us somewhere else so we could get what we needed.

By this time, feeling a little guilty and having nothing else to purchase, we thanked them for all of their help and said we would reach out to the tile company directly. As we started our car and began pulling away, the young lady helping us with our search moments earlier ran out to the parking lot with her laptop to tell us she’d just found a website where we could order our grout online. We wrote it down and went home. She nailed it – we’re currently waiting for our grout to arrive.

There are a lot of books out there for businesses to learn how to provide good customer service. Instead of reading about customer service, those interested would be better served doing some shopping at Frank’s Hardware. Having Frank’s in our back yard is a real treasure.

Fred & Lori Hebblewhite
Amherst