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Empowerment Leads to Standout Service

By ideba | October 6, 2015

I feel like I rarely have memorable customer experiences (either good or bad), but I recently had a Costco experience that made me glad that I’m a member.

I was working on my car and noticed that one of my tires was worn down to the cord on the inside edge (shame on me for not catching it sooner). This meant that I need to avoid driving as much as possible or risk a blowout. I called Costco to check on cost and availability and found out that they don’t keep the tires for my car in stock (nor does anyone else besides the dealer).

The service representative said that he could order them, but that I needed to drive to the store and pay up-front since they are a special order tire. As soon as I explained that my current tires were unsafe to drive on, he said that he would make an exception and order them immediately. That is the kind of service I appreciate as a member. No begging or pleading on my part. No arguing or taking a hard line with the company policy. He simply realized that this situation was an exception and was empowered to make an adjustment.

It’s service like this that makes Costco worth the membership fee. The cost savings are nice, but I know from experience that they stand behind their products and their employees are empowered and willing to give customers a great experience. This combination of service and cost is what makes Costco a great value.

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Making a Difference | A Commitment to Education

Ideba is committed to making a tangible difference in the lives of young learners. We are privileged to partner with JPMorgan Chase and Schoolhouse Supplies to provide classroom supplies to students at Boise Elliot School in NE Portland, and West Union Elementary School in Hillsboro, Oregon. We’re also pleased to provide faculty at West Union with tickets to arts and cultural events, as a “thank you” for their contribution to the lives of young students. We’ve recently extended this initiative to a school in Uganda, and are now cross-pollenating programs between there and Hillsboro, creating cultural and Arts exchange programs between the two schools. As well as providing classroom and arts supplies in Uganda for a full year, we’re thrilled to have provided solar lanterns to every student and faculty member, so that they can complete homework, and provide light to their families at the same time.

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and sports equipment for boys and girls of low income families. In 2014, we worked closely with two world-class soccer players in these efforts – Jesus Navas, who represented Spain in the 2012 World Cup Final, and Bruno Zucculini, captain of the Argentinian Under 21 national team, and one of the future stars of world football.

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