July 16, 2009
I cleaned my desk and filed bills today (the stack was not insubstantial). I came across the order form for Erin's spring school pics (another ball that got dropped at the time). As usual, Erin looked good in the photo, so I decided to suck it up and pay the $15.00 late fee to place an order. I went to the website, registered, and tried to place an order. I couldn't figure out a particular code I needed to enter, so after three failed tries, I picked up the phone to get a little tech support.
I explained to the phone rep what I needed and why I was so late. My eyes teared up a little when I mentioned that Erin had "passed away" and had missed the deadline. No big deal. I swallowed the lump in my throat and went on to give the woman Erin's name and school and the other information she needed to place the order. She put me on hold to check on something. When she came back, she began by saying, "It's our company's policy in cases like yours. . ." and I thought uh-oh, I'm too late. She continued, "to create a special, complimentary package of photos of various sizes, our largest package. We'll hand deliver them to your house tomorrow."
This is a national company, not some local photographer with a passion for Erin.
It is always sincere expression of kindness, generosity, and unconditional love that have the greatest emotional impact on me. I managed to thank the woman from LifeTouch and hang up the phone before I had a good, short cry.
I really needed to find a good person/company today to counteract the hostile, unhelpful phone jockey and his supervisor that I encountered when trying UNSUCCESSFULLY to unravel some major problems that I had with Visa gift cards I gave for graduation gifts.
NEVER buy Gift2Go cards. EVER.