By Nancy Sayo
Customers sometimes call us with their heart in their hands if their sheet music has not arrived and their musical event is rapidly approaching. A particular customer we’ll call Claire was preparing a choir for her mother’s funeral; an event that was being meticulously detailed to celebrate the life of an extraordinarily musical woman.
This particular title “Circle” by Barbara Streisand shipped out on time but Clair was grief stricken and in need of a miracle. Jeremy in Customer Service assessed the situation quickly. He determined the package was lost and saved the day by expediting a trackable reshipment that would arrive the morning before the first rehearsal.
After a few weeks we received a letter in the mail from Claire. She wrote a lovely thank you note to the Customer Service department with her gratitude for getting the music to her on time. She sent us the Memorial Service program with pictures of her mother, the music that would be sung at the service (“The Prayer” by Celine Dion and “Hallelujah” by Leonard Cohen) and a charming biography of her mother’s life. As we all read the details of her life, we could not help but be touched by the words written about this women, whom none of us had even met. The connection was not lost on our entire department as we felt such an overwhelming sense of accomplishment and endearment.
Occasionally, a situation comes across our desk that reminds us why we do what we do. Most customers do not call back letting us know that all is well and there is no need if everything went well. When they do let us know how their concert went, that they won the competition, their wedding music was beautiful, we can not help but celebrate these musical successes. Our mission is accomplished and we enjoy sharing these musical experiences with our customer. These joyous times propel us through our next day of customer inquiries, all unique and important in their own way.
Claire’s thank you letter now lives on our Hall of Fame wall in the office, next to the Memorial Service program.
Nancy is the Customer Service Manager at Sheet Music Plus and holds a degree in Theatre Arts from California State University at Stanislaus.