On Sunday I walked in to the Verizon Store in town due to my phone not turning on. As I walked in I noticed it wasn't the same atmosphere as it was my previous visits in years past. There were new faces, a new setup, and just all around a much more inviting environment.
I used to hate going into the Verizon Store due to the horrible customer service of the old management (and this is coming from a very laid back person!) and I've ordered many phones online and gone to tech support (which we all know isn't very fun!) as an alternative to driving a mile and walking in being physically greeted by the unwelcoming faces and bad attitudes of the store's past.
But I walked in Sunday afternoon, and without a beat was greated by a man in his mid-thirties, Fanuel. I told him that my phone wasn't working, and I wasn't sure why. He looked at it and told me the battery needed to be charged in order to see what the problem was. He asked me to come back an hour later. I asked if 30 minutes was fine, because I had to work from 2 to 9 that particular day. He seemed skeptical of the time period after I said I had to get to work soon, and with a smile he said "You know what? Why don't I take a look at it with my associates and figure out what the problem is, I will take it down to your work when I get out at 5 tonight. I excitedly said "sure!"
I thought almost nothing about it until around 5 that day, I had my doubts. I mean, who would drive down out of their way to deliver a phone that probably still isnt even working? Not many people. When I saw his associate, Myles walk up to the counter with my phone I admit, I was taken back that they did that, or even made the effort. It turned out they couldn't figure out how to fix it, but Myles selflessly offered me one of his old phones. I accepted his offer and told him I would be there tomorrow to pick it up after much thanks.
I showed up the next day, Fanuel and Myles were still there. And a new face, Heather. Just as nice and welcoming as the other two associates. I walked in expecting to get a second hand phone. Instead, I was shot an offer. They asked me to bring the phone in and wanted to try new methods of fixing it. Fanuel the manager and owner was very determined to get my Droid 3 fixed. He asked if he could delve into it's hardware warning me about the potential loss of data. I gave him the go. I came back at 7:00 that night as he had asked of me. I walked in, he was the only one in the store, it seemed he was still working out kinks in the phone. He told me he couldn't figure it out, but offered me a loaner because I was telling him how important it was that I had an easily text-able phone for my work, I had recently been promoted in my job here in town and needed it now more than ever, not just for friends, but because I always needed to be easily contacted for work now. He saw my disappointment, and said "You know what? Here." He put a very nice looking Blackberry on the counter, and asked if he wanted him to program it for me. I was set back, amazed, and just shocked they offered me a phone souly due to my situation. I was touched that someone cared that much about my situation that I had known for a little more than a day. He programmed my new Blackberry and told me to keep it until I got a new phone. He asked if he could keep mine at the store for a bit because he was determined to figure out what was wrong with it. I said "of course!" and before shaking my hand firmly, he handed me a card "Fanuel Powell" it said accompanied by the Verizon site and other tid-bits of information you can find on a business card. He walked me to the door after a very intelligent conversation about the newest tablet that was on the wall (technological speak is competely over my head, but he somehow managed to keep it simple yet informative for me). He held the door for me and he told me he would keep in touch about the phone I was leaving there. He smiled as he said goodnight and closed the store up for the night.