We have received innumerable thank you notes, emails,
referrals, and even thank you pizzas in the past. Today we received an
exciting package from Mark Bent, CEO of SunNight Solar and creator of the BoGo Light, as a result of the
excellent customer service that Shawnie on our Customer Care team provided for him.

The really cool part is that from our perspective, this was a totally normal,
everyday customer interaction. The experience was simple, quick and painless – an
easy email exchange and obvious next step.

It’s too often that we take for granted that even this basic
customer service is EXLEMPLARY compared to the majority of companies out there.

I ask you this; when was the last time you sent an email to
a company and received an answer:

• …the same morning
• …from a real person
• …who completely resolved the concern without any
  further steps needed?

Sounds
simple, but without a quality team, awesome infrastructure (i.e. Email Center
Pro for shared email management), and empowerment to make decisions, performing at this level is simply not
possible.

Thank you for the Solar Flashlights, Mark!

Jake Weatherly
Director of Customer Experience
Palo Alto Software