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  • I have to say that I wouldn't have given REI a five star without my interaction from Emma in shoes. When I come into the store everyone is always friendly but with most of the people I've talked to before have been not 100% genuine. They do a decent job. They are there to sell to you and make you feel like they care but it's surely not quite genuine. But my experience with Emma was out of this world. She is the most authentic, genuine and caring employee you have. Just that little bit she went above and beyond with a real genuine conversation... now that's true customer service. She took a little extra time with me and that truly made a huge difference. I hope you realize how important that is to your customers. They can see right through the ingenuine... so having Emma on your team is a true asset. And to be completely honest there was another rei employee, an older woman who I could very obviously tell was annoyed that Emma was taking her time with me and it infuriated me. That is completely unprofessional of that employee and I have never felt so terrible and I could not imagine how Emma felt, especially since it was so obvious. You should definitely take care of your employees that take care of your customers. I truly hope you let Emma know what an amazing employee she is and I also hope you realize that people like her truly make REI what it is.
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