Wednesday, October 7, 2015

Oak Ridge, Tennessee Team Leader Makes a Difference for Neighbors and Pets

Our neighbor Doug wrote to tell us about his experience with store team leader Mandy in Oak Ridge, Tennessee, who engages with all the Paw Print values in mind every time she has a neighbor interaction.  Doug went into great detail telling us how much Mandy's kind words and gestures meant to him:
I wanted to take a moment to send a note re: Mandy Kilpatrick who is the manager (to my knowledge) at my local Pet Supplies Plus store in Oak Ridge, Tennessee.
My most recent interaction with Mandy occurred earlier last week. My weimaraner had been sick and wasn't interested in eating very much - it was a struggle each day to find something that she'd find appealing enough to eat (and it seemed to change each day). Anyway, she had been eating canned tripe, which the Oak Ridge store had been out of and I had bought the last 3 cans that were in the Knoxville stores. When I talked to Mandy, she let me know that that particular food was delayed or otherwise difficult to get at the time, but she looked to see if there were other brands or kind of tripe that she could order for me and get in quickly. She found something that she could order on Thursday for Friday delivery to the store. Long story short, I asked her to order some on Thursday, and my dog took a turn for the worse the very next day, and I had to say goodbye to her. I went to the store to buy the food anyway, as it was a special order and I didn't want to leave the store "stuck with it" potentially. Despite it being a special order, Mandy was very nice and understanding, and told me that I didn't need to buy it. It was a very much appreciated gesture at a hard time for me.
I wish Tessa (my weim) was still with me, and that I needed that case of food (and more). Sadly, that's not the case. The money I would've used for that food can now go towards my vet bills, which is very helpful to me.
I moved back to Tennessee last year from northern Virginia where I shopped at the Pet Supplies Plus store in Fairfax, VA. Prior to that, I shopped at the Pet Supplies Plus store in Knoxville, TN (on Broadway). While I've had good experiences at all of those stores, they don't really compare to the Oak Ridge store. Mandy has been accommodating on other occasions too - if the large bag of my dog food was on sale and out of stock, she would sell me a smaller bag at the same unit price, as one example. It's really nice and refreshing to have that level of customer service - and someone who seems to understand and care.
I lost a Siamese cat after 12 years in February and my weim who was close to 11 years old last week. I've only got one pet presently (another Siamese cat whose close to 14). I'll still be coming in for her, and at some point, I'm sure I'll have another dog. I hope my local PSP and Mandy will be around for a while! I'm an HR manager so I know how important it is to find not only good people, but also the right people. She is one of them.
Thank you for hearing my story!
Best,
Doug 

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