It was a Friday morning when we received an order for a guitar urn with an engraving. This particular order came through a third-party online distributor who lists our products on their website.
It was the next morning when the distributor emails us about a misunderstanding with the production time/our schedule... the family who ordered it was under the impression it would arrive within a couple days. Our current work flow is 2-3 weeks for the production and personalization of an order. We informed the distributor that we could process the order on rush for a fee, but she opted not to do the expedited production.
It was at this point we became curious about the situation. We looked up the deceased's name online to see if we could discover more information. We were able to find public posts on social media referencing the tragic accident which took the man's life. There was an immense outpouring of shock, sympathy and love for this man who had a great impact in his community. Within the posts, we learned that the family was planning a memorial service for that Wednesday evening.
It was then that we made the decision to do whatever it takes to get this order to the family in time. We were inspired to help the family's situation. Regardless of whether the distributor would pay the rush fee, we would expedite the order as fast as we could.
It was over the course of the next 48 hours, that we "pulled out all the stops" and processed the guitar faster than we had ever done before. We worked through the first night and had accelerated our processes enough to get it into the kiln 24 hours after we cast it.
It was Sunday afternoon when we notified the distributor that we looked up the family's situation, the accident, and that were working on getting it out for the Wednesday service. Seemingly unconcerned, the distributor told us it was fine to get it out later, that the family was ok with getting it after the service, and to send it ground delivery.
It was then that we remained committed to our goal and doing the right thing for the family. It was in the kiln already, so we continued forward. The kiln takes approximately 12 hours to fire and cool down. As soon as we were able to pull it out of the kiln, we began painting the guitar...and again, worked throughout the second night.
It was Monday morning that we received a message through our Etsy store. A customer was inquiring about a guitar urn. They weren't concerned about having an engraving, but really just wanted to have guitar urn by Wednesday, and to please call. Rob returned the call right away. After hearing the man's plea, Rob asked if it was the same family that had ordered through the distributor...and, in fact, it was the same family. The family was discouraged with the distributor's stated timeline, and were seeking out another piece that was ready to ship.
It was at this moment that Rob was able to reassure the man that we had been working on their loved ones personalized guitar with engraving. Rob told him how we found their story online, read about the accident, and made the decision to rush them their order. He was able to tell the family "we're overnighting it today and it will be there tomorrow." They were blown-away and very grateful by our initiative and efforts.
It was that Monday afternoon that we were able to bring this family comfort during a very distressing time. It was that Monday afternoon when we knew we made the right decision to follow our hearts.
It was that Tuesday when it arrived safely to the family.
