In March of 2013, he called to tell me he had been diagnosed with Stage 4 cancer and only had weeks to live. He also told me that he would have all his paperwork in order and was adamant that I prepare his final tax return. He indicated that he would have his daughter contact me. She called me in September to let me know her father had died.
A couple of weeks ago, Mr Hight's daughter called to let me know she had all of his paperwork together and was ready to discuss her father's final tax return. It was obviously a difficult conversation and although I had known him for 10 years, she shared with me some additional insights. She told me that he had a hard time trusting people, but once he developed a relationship he was fiercely loyal. She conveyed that her father had a keen intuition and what that said about me, my character, and my abilities as a tax professional.
To me, this is what Fanatical Customer Service means - building long term relationships, doing whatever it takes, one customer at a time.
Author: Karen Gann
Bio: I am the of Manager of two stores and a Walmart for Entity 5782. I have worked for Liberty 3 years. I worked for Jackson Hewitt for 8 years prior to coming to Liberty.