“To whom it may concern at Tuffy’s in Tallahassee Florida,
I am finally unwinding from what has been a incredibly challenging tail-end of vacation with my two young children (ages 2 and 4). On our drive home from Winter Haven, FL to just east of Destin, FL, our car began violently shaking.
{Please bare in mind our trip home began at 3am with myself (the sole adult) having only 2 hours of sleep. My children were also incredibly tired as they are not accustom to waking at 3am and being strapped in a car for hours on end.}
As reluctant as I was to stop, I did. Honestly, I was so insanely tired, the kids would not stop whining and I was playing hooky from work. My eagerness to get home and get the kids settled was beyond urgent. But I stopped. I was disgruntled at my crappy luck but suspected by the "wooden rollercoaster jerking" that my options were limited and the safety of overly-tired offspring superseded my hustled agenda.
I stopped at Tuffy’s in Tallahassee, FL. I have no doubt I looked panicked and disheveled as I unloaded my children into the lobby of this service location. I was met with the kind and nonjudgmental employee, Don. He was so sincere in acknowledging my misfortune and relatability of statement: “We’ve all been there”. The professionalism and understanding exuded by Don paralleled the level of compassion I appreciate - and I’m an molecular oncology nurse, so my standards of compassion are pretty high.
I was so tired and my typically well-behaved children were challenging my expertise as a parent. They were whining and disruptive and frankly, I was a little to tired to give a shit. In a really crappy moment for me, Don made me feel like he was going to take care of the problem I was presented with. It was so appreciated. His demeanor and kindness were unprecedented for me.
As a female, I am well aware of gender stereotypes and knowingly enter auto repair centers anticipating futile attempts at unnecessary upsells. (Yep, we all know they get commission).
Don was not that. He was sincere, direct, straightforward and genuinely wanted to help. Don informed me of what my car needed and did not bullshit me on the estimated cost. More importantly for me in that moment, he gave me an accurate length of time for the service. Two hours.
Hungry, tired and irritable we waited. Don politely engaged my kids, gave them noveltyTuffy’s merchandise to entertain them (red ball). He informed us of nearby shops and food. He was kind. And all I needed in that moment, besides auto services, was kind. Thoughout the two hours of sitting in the lobby I witnessed him show that same level of compassion and concern to every customer who entered through the door (as well as those that he spoke with via phone). I watched him professionally encourage the mechanics to prioritize services based on customer needs and timeframes.
In any role with forward facing customer service, the combination of professionalism and compassion is key. Don exemplified the level of service that exceeds industry standards.
I sincerely hope you pass along my gratitude for him on a day that was not my, or my children’s finest moments. ”
Rachel G
Apr 16, 2019 – Ponce De Leon, FL
