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Customer service

Gardeners.com not only has great products for gardening buffs, but exemplary customer service

Friday, June 16, 2006
by Mike Adams, the Health Ranger
Editor of NaturalNews.com (See all articles...)
Tags: customer service, gardening, business practices


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I just had an out-of-body customer service experience. This customer service experience was so outstanding I almost thought I was dreaming. The company I'm talking about is Gardeners -- found at gardeners.com. It's a company that sells supplies for, of course, people who garden. Since I do a fair amount of gardening myself, I order from them from time to time, and all my orders have been perfect until recently, when I ordered a self-watering plant container. It turned out that the soil-holding insert in the container had a substantial defect.

Naturally, I intended to call them up and ask them to send me a new insert. But you know the feeling you get when you're about to call up a company that sent you something that doesn't quite work right. You're afraid you might get stuck in an endless phone tree or have to fight with crabby customer service people who just want to get you off the phone. Or maybe they'll ask you to ship it back before they ship you a new one, or they won't believe you and they'll think you're lying; that you're just trying to get a free part. I don't know about you, but I always dread this conversation with customer service people.

The customer service department at Gardeners immediately set my mind at ease. They give the customer an authentic, human message right at the start. It's not your typical emotionless automated phone voice that says, "Your call will be answered in the order received." Rather, it's a human voice that explains what's going on and just how quickly they're going to get to your call. They also promise that when they do get to you, you're going to be treated with the best customer service you've ever experienced.

Of course, upon hearing that, I was quite skeptical. I thought, "Well, it sounds like a lot of corporate hype. Let's see how good the customer service experience really is." So I waited just a couple of minutes, and soon someone came on the line. She greeted me in a very pleasant voice and asked what she could do to help resolve whatever issue I was having, and sure enough, this customer service person listened to my problem and not only solved it, but she went above and beyond my expectations. She went to the warehouse and physically picked up the replacement part that I needed. She measured it over the phone and gave me the measurement and a description just to make sure that I was getting the exact part I needed. She even told me that since they were going to pay to ship this out to me, I could go ahead and add other items to my order, which they would pay the shipping on those as well.

Now that's above and beyond customer service; that's attention you don't normally get from any retailer. It's also a very smart move for Gardeners. For one thing, it encourages people to go ahead and place another order during the customer service call, thereby transforming a money-losing call into a potential money-making call for Gardener's. For another thing, it makes the customer feel like they're actually getting something for free, which they are. They're getting the extra shipping charge waived on any additional items. I ordered a few more self-watering containers, because they are actually a quality product.

I love to rave about companies that do things right. There aren't that many of them, but when I find one, I like to share it. Gardener's is definitely one of them. They have anything you need for your garden, from fertilizers and growing fences to sprouting containers for growing seedlings early in the season, and, of course, self-watering containers. So, if you want to do business with a company that has outstanding customer service, check out this company at gardeners.com, and remember that I am not paid anything by this company to write this review. The only thing I received free was the shipping charge I just described.


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About the author:Mike Adams (aka the "Health Ranger") is a best selling author (#1 best selling science book on Amazon.com) and a globally recognized scientific researcher in clean foods. He serves as the founding editor of NaturalNews.com and the lab science director of an internationally accredited (ISO 17025) analytical laboratory known as CWC Labs. There, he was awarded a Certificate of Excellence for achieving extremely high accuracy in the analysis of toxic elements in unknown water samples using ICP-MS instrumentation. Adams is also highly proficient in running liquid chromatography, ion chromatography and mass spectrometry time-of-flight analytical instrumentation.

Adams is a person of color whose ancestors include Africans and Native American Indians. He's also of Native American heritage, which he credits as inspiring his "Health Ranger" passion for protecting life and nature against the destruction caused by chemicals, heavy metals and other forms of pollution.

Adams is the founder and publisher of the open source science journal Natural Science Journal, the author of numerous peer-reviewed science papers published by the journal, and the author of the world's first book that published ICP-MS heavy metals analysis results for foods, dietary supplements, pet food, spices and fast food. The book is entitled Food Forensics and is published by BenBella Books.

In his laboratory research, Adams has made numerous food safety breakthroughs such as revealing rice protein products imported from Asia to be contaminated with toxic heavy metals like lead, cadmium and tungsten. Adams was the first food science researcher to document high levels of tungsten in superfoods. He also discovered over 11 ppm lead in imported mangosteen powder, and led an industry-wide voluntary agreement to limit heavy metals in rice protein products.

In addition to his lab work, Adams is also the (non-paid) executive director of the non-profit Consumer Wellness Center (CWC), an organization that redirects 100% of its donations receipts to grant programs that teach children and women how to grow their own food or vastly improve their nutrition. Through the non-profit CWC, Adams also launched Nutrition Rescue, a program that donates essential vitamins to people in need. Click here to see some of the CWC success stories.

With a background in science and software technology, Adams is the original founder of the email newsletter technology company known as Arial Software. Using his technical experience combined with his love for natural health, Adams developed and deployed the content management system currently driving NaturalNews.com. He also engineered the high-level statistical algorithms that power SCIENCE.naturalnews.com, a massive research resource featuring over 10 million scientific studies.

Adams is well known for his incredibly popular consumer activism video blowing the lid on fake blueberries used throughout the food supply. He has also exposed "strange fibers" found in Chicken McNuggets, fake academic credentials of so-called health "gurus," dangerous "detox" products imported as battery acid and sold for oral consumption, fake acai berry scams, the California raw milk raids, the vaccine research fraud revealed by industry whistleblowers and many other topics.

Adams has also helped defend the rights of home gardeners and protect the medical freedom rights of parents. Adams is widely recognized to have made a remarkable global impact on issues like GMOs, vaccines, nutrition therapies, human consciousness.

In addition to his activism, Adams is an accomplished musician who has released over a dozen popular songs covering a variety of activism topics.

Click here to read a more detailed bio on Mike Adams, the Health Ranger, at HealthRanger.com.

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