Real Customer Service in Estelí
Today was my first trip to Estelí of the year. I had lots of things to buy and one of them was, hopefully, the rabbit wire I asked about a while back. Well, I encountered the rabbit wire plus something extremely rare here—customer service. My search eventually lead me to Ferreteria Reinaldo Hernández. When I entered there were bags of new inventory on the floor and people sorting them. An older (not old like me but not a kid either) man asked how he could serve me. As I started explaining about the rabbit wire I saw a roll of it. I was surprised.
He explained to me that it is called "dos por dos" because it is a 1/2" mesh. Thus, two squares in each direction per inch. I ended up buying the whole roll at a reasonable discount below the per meter price. I went on to talk about some other things I was looking for. He switched to English. I don't think it was because my Spanish was bad but he saw it as a chance to practice. His English is good.
Of the two other things I was looking for, he addressed each. In one case he suggested something which would save me a lot of the cost and I would not be buying from him. For the other, transparent roofing, he didn't have enough in stock but matched the price I had been quoted elsewhere and offered to deliver it, free of charge, tomorrow. Pretty hard to argue with.
The story behind this is that he is Javier Hernández and he owns the place. He said the Estelì store has been neglected and he is now there four days a week to get it whipped into shape. He explained that a big part of that is customer service. He lived in Boston for a while and seems to have picked up that concept.
His attitude and the fact that he is Managua-based and can get stuff up to Estelí that you may be looking for is a win in my book. For some, his knowledge of English may also be a plus. His email which is on the business card he gave me is firstname.lastname@example.org. If you are in/near Estelí and looking for something, sending him an email is a lot less work than visiting 20 hardware stores.