These Satisfied Customers Sing Praises Of Good Service

Out, out, out Ebenezer Scrooge!

There's no room for you in today's column, because this is a good news day.

Last Sunday I asked readers for kudos - not K.O.s - for businesses that go the extra mile.

Some readers said they were glad to fill our special taped message line and mailbox with praise for people who do it right.

Here are some heroes and heroines in retail land:

While shopping at Mervyn's in Lynnwood, Helen Dawes of Edmonds left behind her "vital list" of grandchildren's measurements. "Lovely Pam Cox and Helen Tomminger didn't toss the list," Dawes said, but returned it by mail, and "probably on their own time as the place was crowded, all clerks permanently at a cash register."

Marjorie Westman of Burlington was plagued by a leaky toilet pipe during her husband's terminal illness, and couldn't cope. Ted Montgomery, manager of nearby Ekrem Hardware, fixed the plumbing on his day off and charged only for the part. "When one is feeling especially vulnerable, to have such caring assistance certainly reinforces one's belief in the essential goodness of others," Westman wrote.

Bill Allen and Ken Paton of University Ford in Seattle got high marks from Heike Jennings. Just before Thanksgiving when Jennings' 1982 Lincoln gave out, she inquired about repairs at another dealer but was told they would cost several hundred dollars. Since Jennings was due for surgery early this month and didn't have money for repairs, she requested a second opinion at University Ford. After hearing her tale of woe, Allen and Paton arranged for an even swap of the 1982 vehicle for an operable 1986 Mustang. No charge, not even for the new plates.

Kelly McCoy credits waitress Twyla Barnes of T.S. McHugh's Public House on Queen Anne with making it possible for her to "see" Pearl Jam early this month. McCoy, who says she can't see without her glasses, and her sister had stopped at McHugh's before the concert. About one-half hour before the concert began, McCoy's glasses fell apart. Barnes pasted/wired them back together.

Sally DeGarmo of Westport had heaps of praise for Cheryl Knight, a sales clerk at the Capitol Mall Bon Marche in Olympia, because Knight scoured Bon stores everywhere to come up with multiple, matching pieces in a luggage set. "She did more than she had to, and it was my first dealing with her," DeGarmo said. "And this luggage was on sale because it was being closed out!"

The Olive Garden in Kirkland knew how to fill the bill on Nov. 13, when the emergency room staff at nearby Evergreen Hospital was having a hectic day. Marti Smith, the charge nurse in the emergency room, said victims from a half-dozen accidents streamed in nonstop. Staff at The Olive Garden heard about it and sent over salads, breads and cakes. Denny Harbin, one of the restaurant's managers, called this gracious move "hospitaliano," - being a part of the community.

Carol Malandra's vote went to her dentist, Dr. Howard K. Lonn of West Seattle. Malandra had considerable dental work done this past year, and one crown caused a particularly difficult session. But it wasn't Lonn's fault, Malandra said. The day after the pesky crown problem Lonn had flowers delivered to Malandra's office.

Gladys Fox saved her thanks for Angel's Shoe Repair on Capitol Hill, where Raymond Angel is the third-generation owner. "I've been wanting to thank them because they've been wonderful for years," she said. "They're always so kind and gentle and exhibit wonderful energy." The Angel family has had this business for 81 years, 53 on Capitol Hill.

No wonder Magnolia Hi-Fi has been in business for years, said Doug Jacobs, who was impressed with how Carrie Connolly, a sales clerk at the Roosevelt store, treated him. Connolly focused on what gift his son might want, not the most expensive items in the store, and it was a low-pressure sale. Service was the key, Jacobs said.

Mary Meister, a landlord, sang the praises of Bill MacNeil, manager of Monarch Appliances in North Seattle. She had ordered new appliances for several units, but when tenants were ready to move in and the appliances had not arrived from manufacturers, MacNeil loaned her some refurbished units from his store. "You can't leave people without appliances," he said.

Jennifer Mitchell of Edmonds was happy to learn that contacting the Seattle Better Business Bureau and the state Attorney General's office are effective ways to resolve disputes with businesses. As a result of contacting both agencies, Mitchell said she obtained a $200-plus refund from a business.

Rob Teachout of Oroweat Bakery Outlet in Bellevue promptly delivered two new loaves of bread and some chocolate chip cookies when he received a call from Linda Thomas of Kirkland, who had found what she believed to be a chunk of red plastic in bread purchased from the store. Later Teachout told Thomas the Beaverton, Ore.-based bakery had been able to confirm the foreign object was plastic, and he sent her some free coupons for more bread. "I was really surprised at how prompt they were. The response was more than I expected."

Deborah DeVaux of Vashon Island had a hot tub problem recently but couldn't figure it out. When she noticed a CalSpas Inc. truck at her neighbor's house, DeVaux asked the technician if he could help. Tom Davis, service manager for the Fife-based corporation, recommended a new filter, which he ordered for DeVaux. He charged only for the filter, not the $35 trip fee, the minimum $45-an-hour charge, plus ferry fare. "It was just a dirty filter," Davis said, and "I was next door doing an orientation for a new customer. And we know it's tough to get service on Vashon."

Without Jim Reed, manager of the Toys `R' Us store in Lynnwood, a certain 9-year-old wouldn't have the bike she wants under her tree this year. The child's mother responded to a Toys `R' Us ad but found the model she wanted had been sold. Reed offered to find one. It took several weeks and then he couldn't connect with the parent, so the bike was sold to someone else. When the parent returned to the store, Reed offered to try again. The next time was the charm and Reed had the bike assembled and waiting for her when she came in. "And they hadn't even seen my money yet!" said the surprised parent.

Do you have a consumer problem? Write to Times Troubleshooter, P.O. Box 70, Seattle, WA 98111. Include appropriate documents.