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  • In the dictionary under "above-and-beyond customer service," they really should have a photo of the Madison UPS store. To understand why, I have to summarize the very unusual service I requested of this store and manager Keith Johnston. Last month was my husband's birthday. The only thing he wanted was a Steelcase drafting-style office chair to match the one he already has. Only problem is, this model was discontinued 22 years ago. I looked everywhere, including practically every Craigslist post in the country. When I finally found a match, it was at a surplus office supply just outside Madison, WI--and the store doesn't ship. For a moment I considered driving there from Tennessee--but instead I called the Madison UPS store. The woman who answered wasn't fazed a bit. She simply put me on the phone with the manager Keith, who only wanted to know what date I needed the chair by, and whether it would fit in the back of his SUV as he planned to personally (!) fetch it from the surplus supply and drive it back to UPS for packaging and shipping. The chair is heavy as the dickens, and much too big for one box, so Keith and his fellow staff built a custom crate out of two boxes--it was incredibly sturdy. They wrapped the chair in plastic, padded it top to bottom and on all sides with a lifetime supply of bubblewrap, and taped everything so securely nothing could move an inch (see photos of the unboxing in my front yard)--and in a final act of amazing customer kindness, Keith made sure the box would just fit within UPS ground rates, in order to save me the hundreds of dollars more it would have cost to ship via freight. The UPS driver who brought it to my door said she'd never delivered anything like it. Best of all was the look on my husband's face the morning of his birthday. Thank you again, Madison UPS store! It is so nice to know that folks like you, and exceptional, friendly service like yours, still exists.
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