Recently, I was searching for a nice straight key to go with my "vintage station" and I ran across the Morse Express website one night. After browsing through their extensive collection of keys, I selected one I thought would best meet my needs and budget, and I ordered the key online.
The following day I received an email from Marshall Emm, notifying me that the item I had ordered was not currently in stock. I was given an approximate availability date, and a suggestion for an alternate purchase. I browsed around some more, and selected another key. I quickly received a confirmation that the order had been received and the key was on its way.
The key arrived before I was expecting it, and I am very pleased with it, bust I am mostly impressed with the service that I received from Mr.Emm. When I emailed him to confirm that I had received the key and that I was pleased with it, he quickly responded, expressing his appreciation for my business.
Many retailers seem to believe that since they have their product lines or services listed on a website and are set up for online ordering, they don't need to communicate directly with a customer, or promptly follow up with the basic courtesies. Mr. Emm apparently understands that service and courtesy are "key" components in customer retention.
73,
Brad Johnson
AA5CH