Dealing with the sad and frustrating tasks that accompany the loss of a spouse, has not improved my ability to tolerate poor service.

Bet you’re saying, “Oh No! Here she goes again berating another service provider.”

Sorry to disappoint you.

A few years ago my Vern and I made the decision to donate our entire body to teaching and research when we died.

We selected an organization named MedCure to take care of these arrangements – when the time came.

This organization pledged to cover all costs associated with donation including: transportation, cremation, two certified copies of the death certificate, and return of cremated remains to the family.

When Vern passed away, I could not locate his donor card, nor did I have the clarity of mind to look at my donor card to determine who to call. Because of this he was transported to Virgin Valley Mortuary for the night (cost $275).

The next morning, I contacted MedCure; I was greeted warmly by a well-trained person who knew what needed to be done.

She expressed sorrow for my loss, remained patient with me when I became emotional, and asked questions to help me re-focus and give her the required information.

At the end of that conversation, she assured me that someone was on the way to pick Vern up and that they would inform me when he arrived at their facility.

They did exactly as promised. From the first contact, I’ve been treated with respect and compassion.

Not once have my questions been ignored or answered incorrectly.

They repaid me the transportation cost that I paid to Virgin Valley.

They called to tell me when Vern’s cremains were on the way home.

When Vern’s cremains arrived by registered mail, they were housed in a biodegradable heart shaped urn with pink and grey ferns etched on the exterior.

Included in the package were tips and instructions for burying on land or at sea; a few cards infused with flower seeds and information on how to have a patch of wild flowers grow on the spot of the burial; and a card expressing gratitude for Vern’s contribution.

This is what exceptional customer service looks like.

Never too syrupy or cloyingly sweet, no phony or robotic “sorry for your loss,” and no rigid enforcement of complex, confusing “rules and regulations” that aren’t explained to the customer. Just honest, straightforward service and what was promised to the customer without them having to request it.