Larissa Odom, store manager of the Exchange at Arnold Air Force Base, Tenn., recently learned that excellent customer service is sometimes met with a sweet reward.
Retiree Dennis Thompson and his wife, Nancy, came into the Arnold Exchange knowing exactly which dishwasher they wanted for their new home. The only one available was the display model more than two hours away at Fort Campbell, which Odom requested to be transferred via the shuttle program.
“Only 40 active duty service members are stationed at Arnold, so we mostly serve retirees and their families,” Odom said. “I feel it is important to give back to those who have served this country.”
Didn’t want them to wait
The day before the transfer was to be made, Mr. Thompson called Odom and made another request—that a microwave, also only available at Fort Campbell, be transferred to the Arnold Exchange.
“We only get a truck every other week,” Odom said. “I didn’t want them to have to wait to get their microwave.”
Odom reached the warehouse and had the microwave added to the shipment. The dishwasher and microwave arrived the next day, and the Thompsons purchased them without delay.
Next-day surprise
A few days later, a homemade red velvet and cream cheese cake was delivered to the Arnold Exchange. Attached was a note from the Thompsons, thanking Odom for her team’s help.
“We all saw the customers’ need and worked together to find a way to meet it.”
-Larissa Odom, store manager, Arnold AFB Exchange
“I couldn’t have done it without the support of General Manager David Swenson and the warehouse team,” Odom said. “We all saw the customers’ need and worked together to find a way to meet it.”
Odom says that she ran into Mr. Thompson while out shopping after work. He thanked her for taking care of his family and told Odom that it was now his job to take of the Arnold Exchange associates.
“Everyone got a piece of that cake,” Odom said. “And it was so good, too!”
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