This is a long story, but it's a good one. Thanks to neighbor Daniel for giving us all the great details of how team member Richard in the Medford, Massachusetts store helped save a baby bunny. He wrote:
I am emailing to express my sincere gratitude to you your
company and in particular one of your valued team members at the Medford,
Massachusetts Pet Supplies Plus location. Here is why. On Monday at
approximately 8:30pm my dog Dara alerted me to something in the front yard by a
bush. She was barking at the bush and working hard to get my attention. Once I
went over I did a little digging around the bush thinking she had lost a ball
or toy. I felt a soft and warm creature I moved back some of the grass and bush
and laying there were three baby bunnies.
Upon further examination we unfortunately discovered
that the nest had appeared to have been abandoned and two of the three bunnies
were deceased. This was of course a sad sight to see, however I was able to
find one of the lil fellas was alive and barley clinching on to life.
This prompted me to take immediate action being an animal
lover and caretaker of sorts I sprang into action. I began by warming the
baby bunny and wrapped her in a soft cloth. I began doing some research online
to determine the best course of action. I called all the animal rescues and
none were open. I then called the nearest pet store which happen to be your competitor.
I spoke to the young lady on the phone and recommended
kitten milk. I told her that I was on my way. She told me the store closed at
9pm and I told her I may be there a few minutes late, but it was imperative
that I got that milk to attempt to rescue and save this helpless bunny and to
let her manager know. I pulled into the parking lot and as I pulled in called
the store again to let them know I would be right there and another woman
answered the phone she said I had to speak to the manager Tim. I arrived to
their front door and walked in just as a customer was exiting still on the
phone with the associate with the baby bunny in-hand. As I walked in the
manager said sorry the store is closed. I attempted to explain to him the
circumstance and situation even showing him the helpless little animal. He said
firmly and sternly we are closed come back tomorrow. I replied, Are you kidding
me? I offered to pay fifty dollars for a can of kitten milk. I asked him where
was his compassion for animals? I reminded him that he is the store manager and that this had nothing to do with the store being closed it has
to do with helping a selfless little animal get the nutrients and food to
survive. I said to the manager it is 9:05 you cannot help? He again said no the
store is closed get out of my store before I call the cops! I was beside myself
I became upset and desperate and begged him to please just sell me one can of
kitten milk and I would happily leave. He again refused and as his employees
looked on in shock I asked one of the cashiers to please bring me a can of kitten
milk and I would happily pay for it and wait outside. At this point I was
outside the stores vestibule and the manager smirked as he locked the door.
Such an evil and uncaring man. It became clear to me that the manager Tim did
not live up to the company culture and that your competitor was not a smart place to go
to help your animal or pet in need.
This is where my story becomes a positive one and I felt
compelled to share. I was desperate and I know it was well after closing time
for many retailers and in-particular pet stores. I quickly Googled on my phone
and Pet Supplies Plus in Medford, Massachusetts appeared. I prayed that by some grace of God someone would pick up, and he did. Richard the assistant store manager
answered the phone and I explained to him my situation and all about the bunny
as I was driving in his direction. I respectfully asked him if he could
please help in this situation. He graciously offered his assistance and said he
would not mind staying later to
help out. As I arrived he was waiting for me to arrive opened the door
mind you it was well after 9:30 at this point and he had everything I needed
plus some additional supplies. He was so understanding and helpful and offered
some great tips. I am just amazed how one individual over another can make such
a difference in such a short time. In this case the power of nice truly
effected a positive and powerful customer service experience! Richard
went above and beyond and he is a superstar and lifesaver in my book I wish him
much success and hope that Pet Supplies Plus takes advantage of Richard and
offers him opportunities to continue to be successful in promoting the Pet
Supplies Plus brand. He truly is an ambassador and leader with a dedication to
his company, customers, and their pets and animals alike. Thank you for being
there for us when we needed you most!
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