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September 17/21

Dear Valued Customers,

Due to the resources made available by the federal government at the start of the COVID 19 Pandemic, we have been struggling to recruit new staff. And with one of our amazing team members leaving us within the next 6 months time, our staffing situation is dire. We currently have only ONE team member to manage both our busy phone lines AND our front counter.

What does that mean for you?

1. We ask for patience and understanding as we all endeavor to respond to your phone calls and emails as quickly as possible. You may not get a call back the same day, but we do try to respond within 2-3 days time.

2. Please make sure to leave your name, phone number, AND the the reason you are calling when leaving a message, so that we can send your messages to the most appropriate staff member. Please remember, that we have customers from all over the world, so you may not be the only John or Bob that calls us. :)

3. PLEASE DO NOT hang up if you get our voicemail. Please leave us one message, including your phone number, and we will get back to you as soon as possible. I promise we are not ignoring you!! :)

4. PLEASE DO NOT call over and over again if we don't answer the first time. Leave us a message. Our staff are either on the other line, or helping customers at the front counter.

5. And most importantly, PLEASE DO NOT yell and/or use in appropriate language when either leaving your message, sending an email, OR speaking with us over the phone. We are already stressed out enough without having to deal with that. Would you speak to your Mother that way if she wasn't able to answer or return your call immediately?

What will we be doing on our end to assist you better?

We are planning to add a 'frequently asked questions' section, which we hope will help to alleviate the volume of calls and emails we receive on a daily basis.

We will continue to work on streamlining our processes here. Our team members are always thinking of ways to make your experience better.

We will continue our search for future team members, so if you are a local customer, and know of anyone who may be looking for work, please have them stop by the shop with a resume or email us.

We thank-you again for your patience, and continued patronage.

Best Regards,

Cindy & Mike Marcotte

Mike's Reel Repair Ltd.

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