Make nice
It matters - a lot
I had the best customer service experience this last week, and it reminded me of how wonderful kindness can be.
While up in the LA area, I went to Reynolds Advanced Materials in Burbank. Reynolds is a specialty shop that carries the full line of Smooth-On mold making and casting materials. They have several stores throughout the US; the one in Burbank caters to a diverse clientele that includes the Hollywood special effects crowd.
Late last week, I called Reynolds, inquiring about a particular polymer formulation I needed for a project. The person on the phone, Rickie, was super helpful, and she suggested I bring my prototype in to discuss with one of their specialists. This was my first indication I was dealing with some good people, so I jumped at the chance to go in for a visit. Besides, I love talking to experts, and Reynolds, I hoped, would not disappoint.
My second indication these were friendly folks came when I called back and asked if it was okay to bring my son. Reynolds has a policy that no one under twelve is allowed in the store. The reason is apparent - they have lots of chemicals and related supplies out along with cast examples on display - the place is rife with risks for a young child. But the second person I spoke with, Sasha, said no problem, so long as he was with me.
When we arrived late morning, there were only a few people in the showroom and three employees. Sasha was behind the front counter, and I let her know who we were. She smiled and welcomed us in. I mentioned that I wanted to speak with one of the specialists, and no sooner than I spoke, a voice from the back called out. "I can help." My son and I walked to the back of the showroom and met Nicole.
She greeted us, and I explained what I had and what I needed. Honestly, I was a little nervous. These are the people who advise special effects technicians for big-time Hollywood movies! But I wasn't made to feel small. On the contrary, Nicole was engaged and interested and eagerly shared her thoughts and ideas.
She commented that my prototype was a nice casting job. I told her what I had tried so far and detailed the short working time for the polymer I was using. She agreed that a similar hardness was in order, but a slower curing polymer would give me the time needed to cast it even better. I had done my research and suggested one I read about online (Smooth-Cast 326), and she agreed that it was a good choice. Her reassurance, of course, made me feel I was on track and gave me a nice little ego boost to boot.
Once we had decided on a polymer formulation, she went over and picked one up and came back to enter my details in Reynolds' system. I handed her one of my business cards to make it easier for her. After she finished, she asked if she could keep the card, which I thought was doubly cool. "Of course," I said, perhaps a bit too emphatically. I then asked if we could look around, and she said sure and suggested that I talk to Glenn at the front before we left, as he might have additional suggestions for my project.
I thanked her again, and then we began checking out all the different polymers, many of which had example forms beside them: rubber hammers and wrenches, detailed figurines, and numerous life-like casts of hands and faces. There was even a few full-size models of Hollywood greats like The Terminator and the xenomorph from the film Alien.
Back at the front, I talked with Glenn for a while. No surprise - he was super cool and knowledgeable - and, yes, very nice. We spoke about polymer adherence on metal parts, and he had some suggestions and mentioned a few techniques to clean up some of the lines on my cast. We then started talking movies, and my son joined in, discussing our favorite films and all the awesome practical FX from the eighties. It was like talking with an old friend!
Finally, it was time to go, so we said goodbye and walked out.
"Wow, those people were nice," I said to my son. "Yeah! That place was great. We should come back again, Papa!" I agreed and we went back to our car.
Fighting LA traffic after that pleasant experience at Reynolds Advanced Materials was an exercise in contrasts! It was also a stark reminder of how good being nice can be. Kindness makes everything better, and in so many ways.
Once home, I looked up Reynolds again online and skimmed the many customer reviews. Over and over, in their stores across the country, people comment on how friendly and knowledgeable the employees are. It's clearly a company policy and a good one. It's not that "fake-nice-because-I-have-to" kind-of policy. No, these folks are genuine. And it makes for a joyous experience.
That's it - today's story was about a nice customer experience.
I know, not precisely a maker story. But when people are friendly to one another, great things can happen - including creativity. The kind staff at Reynolds inspired me to write this story, for one. And when I use the polymer I bought from them, I will be happy doing it, reminded of that incredible experience in their store.
That is indeed making nice. And a reason to celebrate. Now I think I’ll go make something, um, nice.
Until next time.
JRC