Thompson Cigar |

“When I recently experienced a quality control issue relative to one of your cigars, she took immediate action on several fronts. First, she rapidly sought to understand my concerns as a customer and to offer several proposed solutions. Second, she quickly sent replacement products to me and followed up to ensure my satisfaction. Third, when she realized there was a second party involved (Mr. Rick Figlio, a friend who was not a Thompson customer with whom I shared one of my Don Lugo cigars) she contacted him direct to offer outstanding support. Finally, she has provided ongoing highly responsive, sensitive service since the incident and has captured me as a fan.

I congratulate Sarah for taking a significant problem and turning it into an opportunity to excel. Her customer service approach reflects well upon Thompson Cigars and sends the message that you are a quality company that cares. As a result, Mr. Figlio is now singing the praises for Thompson Cigars throughout Fulton County Indiana. I have no doubt that you have not only brought him onboard as a customer, but I sense that the network of customers will be expanding over time.

I congratulate Thompson Cigars on having an employee of Sarah’s caliber. She is a gift in a world where where the focus on customer service is often lacking.”

Sincerely,

Paul S.