Her actions reflect the type of heart that is needed to deliver first-rate customer service.  The Internet  highlights one of the keys to success in business: great customer service through convenience.  The teller delivered the goods and I will always remember this experience; and the bank now has a valuable link to their website.  I will definitely keep the Watertown Savings Bank in mind for future banking needs.

If the executives of the bank read this webpage, I hope they reward this type of behavior.  I could imagine some beancounters coming down hard on the teller saying "no more copies for any nonbusiness related activities" as they would be concerned that the copies were an unnecessary expense.  That would be foolish.  This teller has added value to the bank.  There is now a "free" link to their website and I will keep them in mind for future banking business.

On Monday, I sent the Volvo Personal Shopper a question (painfully slow loading website).  Their reply came back today (given the majority of my experiences, two days is a relatively quick response time).

My letter to Volvo:

Dear Volvo Shopper,

I have some questions about the S80 that I could not easily find on the website (and I may have more later).

1) Are the various exterior and interior colors displayed anywhere on the website?

2) Where is the description of the difference between "leather" seats and "soft leather" seats?

3) Are the headrests in the backseat removable?  Do the backrests fold down onto the back seats, or do the back seat bottoms need to fold forward as well (e.g., as in a Saab)?  I'm not a fan of the systems where the seat bottoms need to fold forward as this limits the range of the front seats.  Similarly, the headrests could potentially limit the aft positioning of the front seat.

4) How wide is the interior of the backseat?  My wife and I are not big fans of station wagons or minivans and so we are looking into large cars that can satisfy our child hauling needs.  The S80 struck me as an auto that could potentially satisfy us.

5) Are you the appropriate person for these types of questions, or should I be emailing someone else at Volvo?  Incidentally, I do all of my shopping electronically (less, perhaps, picking up the car), so suggesting that I visit a dealership is not something that will satisfy my needs (though I would be happy to receive a dealer visit at my house with my preauthorization).

Sincerely yours,

Bruce D. Weinberg

Volvo's Reply

Dear Mr. Weinberg,

Thank you for writing Volvo Cars. We would be happy to answer your questions.  Unfortunately, the interior colors are not shown on the website.

The premium soft leather is closer to a suede, and the leather is a little stiffer.  The rear width of the S80 is 56.9 inches.  The rear head restraints fold forward, however, they are not removable.  If you have any questions in the future, please feel free to write us again or call the Volvo Personal Shopper at 1-800-550-5658. Once again, Volvo thanks you for your time and interest.

Drive Safely