Before Mother's Day, I sent almost all of the mothers in my family (and my mother-in-law) gift boxes from Big Island Candies (http://www.bigislandcandies.com/). Three of the packages sent were incorrect. (I ordered gift box assortments and they shipped smaller bags of the same line - a $9.00 difference.) I was a little slow in calling for a refund (for the difference in price) when I received a phone call from them two weeks later. Because of my sister's work hours, she could not pick up the package and the post office returned the package to Big Island Candies. Now, they were calling me to determine if I wanted it reshipped or refunded the amount.

At the end of the conversation, I mentioned my situation about the incorrect packages. The representative apologized for the inconvenience and stated I would be refunded the difference.

The following week I was watering my grass. After the last trip outside (moving the sprinkler), I was startled by a box on my porch - it was from Big Island Candies. Inside the box was the correct package I ordered with a letter. (I was one of the three that received the incorrect shipments). Here's what the letter said:

Dear Mr. Lee,

Thank you for notifying us of the incorrect shipment of your orders. It is always a pleasure to hear from our customers, although I wish that the circumstances surrounding the situation had been better.

On behalf of Big Island Candies, I would like to apologize for the incorrect shipment of your gifts. As discussed on the phone, we will issue a credit in the amount of $______ on your card for a returned item along with the difference of the items we sent. We are also reshipping the correct item to you, and _______, and _______ with no cost to you. We enclosed a letter of explanation with each gift.

It is our goal to provide the best customer service possible and we regret that an error occurred. Thank you for contacting us regarding this problem and for allowing us the privilege in redeeming ourselves.

We look forward to serving you in the future as a valued Big Island Candies customer. If we may be of further assistance to you, please do not hesitate to contact us.

An error was made in shipping the incorrect packages and they sought to correct the problem. Most of us would expect a refund of the difference, but would not consider additional shipments with the correct package. Big Island Candies went above and beyond their 'obligated' service. I'm truly impressed and inspired by their display of service and excellence. It's good to know that there are companies out there that consider their customers as valuable and just not a means to an end (money).

May their example of service raise our commitment toward even greater excellence within our business and ministry settings.

A copy of this journal entry has been placed in BUSINESS and MINISTRY/SERVICE.