Our Beloved Calvin
My family and I are still reeling from the sudden death of our beloved cat on Monday. He was 15 and an integral member of our family. He was always playful, affectionate and cute as a button. And we miss him terribly.
It was unexpected. Even though Calvin was “old,” he was active and vibrant and seemingly healthy. I come home for lunch every day (I work nearby) to feed him and on Monday, Calvin was fine at lunchtime. However, when my daughter and husband got home from work a couple of hours later, he had passed away. I went to my vet to find out what to do next (I was so distraught I couldn’t even find the phone number). We wanted to cremate him and keep his ashes and we didn’t know where to start.
The vet put me in touch with Regency Forest, a pet crematory and funeral home. I was incredibly impressed with the compassion of these people. I called at 4:45 on Monday (they were closing at 5:00) and they told me very gently how to keep Calvin while waiting to bring him to them the next morning. They even have a service where they would have come right then to pick him up. We didn’t do this because they are pretty close by and this service, while convenient and thoughtful, was more than I could afford. They suggested I ask my vet to take Calvin overnight instead. My vet was more than happy to hold him for free.
When we got to Regency Forest in the morning–my 22-year-old daughter Kate came with me–I was greeted with sympathy, a beautiful environment, tissues, and a woman who made the process quick and easy. Kate wanted to take Calvin to the crematory herself to make sure we knew he would be cremated alone and we would get his ashes back (we’d heard horror stories). Even the gentleman who ran the crematory offered his sympathies and offered to walk us through the process if we wanted more information. Or we could have stayed. We graciously declined.
When I went back to pick up Calvin’s ashes, they were thoughtfully returned to me in a lovely tin placed in a gift bag with tissue and a heartfelt card that made us cry on the way home. They took such care with our baby that I would recommend this company to anyone who found themselves in the unfortunate situation we were in. Regency Forest offered us comfort at a very painful moment.
I realize this might be an odd post for a crafter’s business blog, but there is a point. Exceptional customer service–kindness and thoughtful touches–can make such a huge difference to your customers. Consider the companies you’ve dealt with that left an impression with you and how, and then keep those in mind when you are dealing with customers.
I will be forever grateful for the kindness of the Regency Forest people. They made a difference.
Iris & Lily Insights 