Pleasantville Lives: Ultimate Electronics Has Customer Service That Truly Warms You

10 years ago I walked in to an Audio King Store. Three sales people stood chewing gum behind a counter. One yelled out, "Can I help you?" I walked over to the counter, told him what I needed and watched him laugh, look at his two co-workers and say, "sweetheart good luck finding that!" Needless to say in 10 years I have never stepped foot back in one of their stores.

10 years of business lost due to one sales person.

So yesterday, my husband and I went to our favorite electronic store. On Sunday they had run an ad for a big screen TV, blue ray player and set up. We decided that would be our Christmas Present to each other along with surround sound. When we got to the store the sales person said, "we are out of that TV.We have been out of that TV for months. I don't know why corporate even ran that ad. I have a waiting list of 7 people and I don't even think they will get the deal so I wouldn't even put you on the list. We do have other TVs if you would like to look at them." It felt like the old bait and switch. It didn't feel good.

When we got back home my husband went on line to see if any one else would offer the same deal. He called Ultimate Electronics (used to be Audio King) and Josh said he had one TV and that he would beat the other company's deal by $50. So my husband dragged me out with him. I went dreading the experience because I knew what it was like 10 years ago but I would sacrifice because I really wanted the TV. On the way we joked that they would probably tell us that one TV sold in the half hour it took us to get there and they would try to sell us another TV.

We get to the Ultimate Electronics in Edina and there are two guys out front shoveling. Both say, "Merry Christmas" to us. When we walk in all the sales people are smiling and saying hello. We ask for Josh and a guy that had his coat on, turns around and says, "that's me." We explained we were the ones that just called him and he said, "that's right! I remember you wanted the TV with the blue ray player. Let's go look at it." I said, we could work with someone else if he needed to be going and he said, "No I was just going to go out and help the guys shovel."

He brought us back and showed us the TV and the blue ray player. He then asked if we had a surge protector for our new TV set. When we said no he showed us options. No high pressure. Just told us what he liked and why. Then I mentioned surround sound. He asked how big our room was and if we had any specific needs with surround sound. When my husband said "wireless" Josh said, "I have two options for you." He brought us over and showed us the Bose systems.

Now I am adding up in my mind how our purchase is growing. So I said, "I realize you only have 18 month financing but if we can do 36 month we will do the surround sound." He comes back with the 36 month financing. As he is adding up our purchase, he ask me when I want delivery. Now I am used to being told when I can get delivery and making a choice of those dates, not selecting a date that fits me. I asked him what they had available. Josh said they could send one out from the warehouse on Friday, but if I wanted it sooner he would personally drive one out from the store to my house. He also labeled all the cables for us so we would know how to hook them up. Then he gave us his card and said if we needed any assistance to hook up the surround sound (the TV hook up is being done by their company but they don't hook up the surround sound) he would personally come out and hook it up for us.

I took a look around. Did I fall into the rabbit hole like Alice? Was I back in 1960 when customer service truly meant making the customer successful rather than just satisfying the customer?

Josh went on to tell us that at the store they insist who ever is available answer the phone rather than have it go to a "for electronics hit one, for cameras hit two..." system.

All I have to say is, "WOW" I went from, I will never step foot in here again to I want to try this again and see if this miracle is not a miracle but truly a company's dedication to servicing the customer. Josh, my hat is off to you! Thanks for a Winter Wonderland Experience!

Anne Warfield