I love you, Terri

The Background

Last September I had my 9 X 12 living room rug cleaned by ABC Carpet and Rug.  I also bought a new rug pad.  I was thrilled with the outcome; my rug came back looking brand new.

In May I bought a 9 X 12 remnant rug (also from ABC) to replace my bedroom rug that is beyond shabby.  To save about $350, Alexander picks the rug up this weekend and my handyman promises to lay it.  

The Problems

Problem #1

My living room rug bunches up and I am constantly asking Alexander to help lift the furniture so we can smooth out the rug.  At first he thought this was amusing.  “OMG; you are right.  Sam was over yesterday and couldn’t believe how the rug looked.  He said he couldn’t come over again until you fixed it.”  Comical comments like that eventually evolves into, “Why do you even care?  I can’t see it.  You are being ridiculous.”  But I look at the rug buckling in places and it drives me nuts.

Problem #2

My handyman hurts his back, so he can’t lay my bedroom rug.  None of the other workers in the building can do it either.  “I’m sorry, the building won’t allow it.”  I go to a nearby carpet place and they will do it for $350.  Alexander says he’ll do it (with a friend) and I agree to pay them $100.  But they will have no idea what they’re doing.

The Solutions

So now I have two big rugs in my living room:  one that is buckling and one that is rolled up and easy to trip over.

I really don't know what to do, but then I get an idea.

I call ABC Carpet and Rug and am transferred to Terri who handled my account last September.  I explain the buckling problem and she immediately says, “No problem.  We can send someone out to re-lay the rug.”  I cannot believe how accommodating Terri is.  I’m expecting some protest about it being almost a year since the rug was delivered. Had she protested, she’d have been right.

Then I mention the new rug I want laid in my bedroom.  “Sure, the guys can do that.  But we’ll have to charge you a $100.”  I am thrilled.  “When can they come, “ I ask.  “How’s tomorrow or Friday?”  I must be dreaming.  Are there really people this helpful?

I thank Terri profusely, and hang up, wishing I could install duplicates of her at the cable company, the phone company, the electric company, and anywhere else where good customer service is required.