Back in the fall, our friends, Wendie and Hugh, came down to Toronto and we went to the Cottage Life Show. While we were wandering around, I saw a booth displaying various types of insulation and I stopped to chat. One of my questions was: is your insulation mouse proof? The response: Are you kidding? Nothing’s mouse proof. They will eat anything…wood…steel wool…insulation laced with arsenic. Nothing keeps mice out. But there will be a presentation at 3:30 pm over there about how to mouse proof your cottage.
Fabulous, I thought and wandered “over there” at the appropriate time. To my surprise, the presentation was by Jennifer Cambray, the President of JNC Innovations and she was talking about Oust-A-Mouse Bait House. I say surprise because I had already had an Oust-A-Mouse Bait House at my cottage for a few years and I couldn’t say that it had really helped. I still had mice everywhere I’d ever had them. Jennifer’s presentation was both very interesting and quiet scary (Deer mice, Hantavirus) and she was fielding questions as the expert she is.
One woman was being quite rude in her challenges to Jennifer and Jennifer handled it like a pro. Never having been one for confrontation, I decided to wander over to the Oust-A-Mouse booth and speak to her quietly. She was held up for some time after her talk so I spoke to her husband who gave me Jennifer’s card and suggested I contact her directly.
This is where the incredible customer service comes in. I contacted Jennifer a couple of days later (after the Cottage Life Show was done and she was home). I told her that we had seen no appreciable difference after using an Oust-A-Mouse for a number of years and going through copious amounts of poison. After a discussion of where it was, how I was using it, how much poison, etc., her response: Then you probably have such a large infestation that you need another bait house which I will send to you free of charge. If it works, you can pay me for it!
But that wasn’t all. As she visits Bracebridge regularly, she dropped the bait house off at Wendie and Hugh’s for me. She also included some rat poison – just to make sure I was using the right stuff – and gave me instructions on exactly where to put it.
Now this is where it gets even crazier: If I’m not mistaken, she also offered to drop by the cottage in the spring to help me make sure I had everything set up right and make sure I had bleached everything that needed to be bleached, stopped up holes, etc. I was already so blown away by her offer to send me a bait house without payment in advance that I could have misunderstood that part.
In any event, between Xmas and New Years off we went to the cottage with our 2nd bait house to place under the bathroom. Topped up the poison in Oust-A-Mouse bait house number 1 while we were there and then couldn’t get out of the driveway (a whole other story).
So, the days are getting longer and it’s only a matter now of a few weeks (okay, maybe 7 or 8) and we’ll be able to go see how the mice did over the winter.
But in the meantime, I have Jennifer’s card on my desk as a constant reminder of what truly exceptional customer service (not to mention standing behind your product) is all about and I strive daily to give the same to my clients.