GREAT 182 IDEA: Customer Service at Its Best

Maybe I'm lucky to live in a civilized place where most shopkeepers are happy to see you, but I want to acknowledge some people and companies that provide exceptional customer service.

When I need something printed, I head to Gnomon Press on South Main Street in Hanover, New Hampshire. Every person who works there, especially Meliss and Andy, is pleasant, professional, and friendly. When I e-mail a document for printing, they always check it for accuracy and often suggest ways to improve the design. They offer discounts for customers willing to wait a few extra days to pick up an order. They also admire my son Evan's design work. He's my go-to guy for posters and other projects. I always look forward to visiting Gnomon and am happy to sing their praises.

Kim Souza and her retail team at Revolution, a vintage and designer boutique in downtown White River Junction, Vermont, offer customers a fresh cup of coffee or cappuccino when they walk through the door.

It puts you in the mood to take your time looking at the great merchandise. If you need a break, there is a comfy sofa and chairs.

Revolution is also a community cultural and arts center. Kim produces funky fashion shows, with customers serving as models, as well as a glittery Oscar® Night party every February.

Cole, a young salesclerk at Kohl's in West Lebanon, New Hampshire, stands out. He provided excellent service when I arrived to pick up a heated mattress pad a few months ago. I had called the store to ask that it be set aside because it's a 22-mile trek from my house to the store.

When I arrived, Cole couldn't find the mattress pad in the hold area, but quickly led me into the bedding department, assuring me I would find the item. (These heated mattress pads are amazing—there is nothing better than climbing into a toasty bed on a frosty night.)

With the mattress pad safely in my shopping cart, I sought him out to verify the price of a set of pots and pans. He not only checked the price, but carried the heavy box to the checkout counter. A few minutes later, he carried the box out to my car. That guy has a bright future in retail!

One other compliment goes out to the team at Bob's Service Center in White River Junction. When you make an appointment for service, they actually honor it! I take my Subaru there for oil changes and to change the tires between winter and summer (a New England ritual). The coffee in the waiting room is fresh, and the wait is never too long.

A few online merchants also deserve praise. Duluth Trading has an easy-to-use web site and offers excellent service. I love their catalogs, too. So far, every Amazon.com vendor I've dealt with has been great. I recently ordered a digital camera from a vendor, but it didn't work. I fretted about returning it. But the seller responded quickly to my e-mail. She called me and told me to ship it back. Within days, she sent a replacement. Those customer reviews really keep the quality high.

It doesn't take much to make customers happy—you just have to make an effort.

One final note: My favorite nail salon deserves a mention for great customer service. J. J.'s Fine Nails on 55th Street in New York City is the first place I visit when I arrive in Manhattan. They are always happy to see me and you can't beat the Monday to Wednesday $20 special deal on a first-class manicure and pedicure.