Friday, July 25, 2008

Focus on the Customer

When you combine a really great product with really passionate people -- you get something magical. I spoke with Vickie in the OttLite customer service group, who is one of those really passionate people! She has been with OttLite for 6 years and has handled thousands of calls.

Q. What is your favorite kind of call?

A. People telling how much their OttLite is helping them. I love that! 
So many of our customers depend on our lights for reading, daily chores, puzzles, newspapers, crafting -- the things they enjoy. When their bulb goes out or they have a problem, it stops their world. I love to help them bring it back on line.

Q. How did that make you feel?

It makes me feel so good. I use OttLite lighting every day, but I take it for granted. For people who call in on a daily basis, it is their lifeline for doing the things they enjoy every day.

Q. Is there a caller that really touched your heart?

A. So many. But a call that I really remember is a daughter who called in for her father who lives alone. His wife had passed away. The daughter visits on the weekends and helps her dad around the house. He was without his OttLite for the whole week. He couldn’t read the newspaper or do his puzzles. She didn't know because he didn’t want to impose on her life … so he waited until the weekend. She called in on Monday and we got a bulb right to her. Our logistics group expedited it at no additional cost.

She called when they got the bulb and her father was thrilled that he could read again. Everything was back to normal.

Thank you, Vickie, for sharing your story and bringing such heart to what you do!


deborah said...

My ottlite is new and not working. I have a floor model with magnefier and clip. What do I do? I checked the outlet it was plugged into.

Jessica at OttLite said...

Hi Deborah!

I am so sorry that you are having trouble with your lamp. Our customer service is available from 8:30 am to 5:30 PM EST, Monday through Friday, at 800 842 8848 (hit option 2 when prompted). They can help you with any sort of problem that you are experiencing and are the best Customer Service ever!