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PLEASE READ: This Is What Exceptional Hospitality Looks Like
Stoller Family Estate的点评
点评：I originally left a review about a disappointing experience at Stoller. After everything that has happened since, I knew I needed to come back and write a new one because the way Stoller responded deserves to be shared just as much, if not more, than the experience that caused me to write the first review. This is the best example of customer service and genuine hospitality I have ever experienced.
My mom and I planned our mother and daughter birthday trip around visiting Stoller. I first fell in love with their wine after having their Pinot at a restaurant in Charleston, and I had been ordering it regularly ever since. Getting to actually visit the winery was something I had been looking forward to for a long time. It wasn't just another stop on our trip. It was one of the places I was most excited to experience.
Unfortunately, our visit did not go the way we had hoped. I left incredibly disappointed and ultimately wrote a review about our experience.
What happened afterward is something I will remember far longer than the original experience itself. Will from Stoller personally reached out to me. From the very beginning, there was something different about the way he handled the situation. There was no generic response, no carefully worded corporate apology, and no attempt to explain away what happened. He listened. He acknowledged our experience. He took responsibility for it, and most importantly, he made me feel like it genuinely mattered that something I had been so excited about had left me feeling so disappointed. That conversation alone changed so much for me.
I would have been completely satisfied with his sincere apology and the way he handled everything. I truly expected nothing more. Then Stoller did something I never could have anticipated. A package arrived at my home with two beautiful bottles of Stoller wine and an incredible gift basket that had been personally curated with contributions from members of their team. Think about that for a moment.
Multiple people at this winery took the time to be part of making this right for someone they had never met. And that is what made this mean so much to me.
Along with everything they sent was a handwritten note from Will. Not a printed card. Not a standard letter that could have been sent to anyone. A handwritten note.
There is something incredibly powerful about realizing that behind a company you have loved for years are actual people who care deeply about how someone feels when they walk through their doors.
The wine was incredibly generous. The gift basket was beautiful. I am sincerely grateful for all of it. But those things are not actually what I will remember most.
I will remember the effort. I will remember that Will took the time to reach out personally. I will remember that members of their team took the time to choose things for the basket. I will remember opening a package that had traveled all the way to my home in South Carolina and realizing how much thought had gone into something that they were under absolutely no obligation to do.
They could have simply responded to my review.
They could have apologized.
Any of those things would have been appreciated. Instead, they chose to make it personal.That says everything to me.
It is easy to give a company five stars when everything goes perfectly. I actually think you learn much more about a company when something doesn't. Mistakes happen. Experiences fall short. Even wonderful businesses can have an off day. What separates a good company from an exceptional one is what happens next.
Stoller showed me what happens next when a company truly cares. They didn't just try to make an unhappy customer happy. They made me feel heard. They made me feel valued. And somehow, they took an experience that had left me questioning whether I would ever return and turned it into an experience that made me respect this winery more than I did before I ever visited. That is remarkable.
I have told so many people about what Stoller did because I genuinely cannot remember another time I have experienced this level of customer care. Not because of what they sent, but because of the thought behind every single part of it.
There is a difference between customer service and hospitality. Customer service fixes a problem. Hospitality makes someone feel like they matter. Stoller did both.
I already knew Stoller made exceptional wine. Now I know there are exceptional people behind it too. Will and everyone at Stoller who had a hand in this, thank you. Truly. Thank you for caring enough to listen. Thank you for the generosity. Thank you for the time and thought you put into everything you sent. Thank you for taking an experience that meant something to my mom and me seriously, and for reminding me why I was so excited to visit Stoller in the first place. You didn't have to do what you did. And maybe that is exactly why it meant so much.
We will absolutely be back. And this time, I think walking through those doors will mean even more. Five stars simply doesn't feel like enough.
My mom and I planned our mother and daughter birthday trip around visiting Stoller. I first fell in love with their wine after having their Pinot at a restaurant in Charleston, and I had been ordering it regularly ever since. Getting to actually visit the winery was something I had been looking forward to for a long time. It wasn't just another stop on our trip. It was one of the places I was most excited to experience.
Unfortunately, our visit did not go the way we had hoped. I left incredibly disappointed and ultimately wrote a review about our experience.
What happened afterward is something I will remember far longer than the original experience itself. Will from Stoller personally reached out to me. From the very beginning, there was something different about the way he handled the situation. There was no generic response, no carefully worded corporate apology, and no attempt to explain away what happened. He listened. He acknowledged our experience. He took responsibility for it, and most importantly, he made me feel like it genuinely mattered that something I had been so excited about had left me feeling so disappointed. That conversation alone changed so much for me.
I would have been completely satisfied with his sincere apology and the way he handled everything. I truly expected nothing more. Then Stoller did something I never could have anticipated. A package arrived at my home with two beautiful bottles of Stoller wine and an incredible gift basket that had been personally curated with contributions from members of their team. Think about that for a moment.
Multiple people at this winery took the time to be part of making this right for someone they had never met. And that is what made this mean so much to me.
Along with everything they sent was a handwritten note from Will. Not a printed card. Not a standard letter that could have been sent to anyone. A handwritten note.
There is something incredibly powerful about realizing that behind a company you have loved for years are actual people who care deeply about how someone feels when they walk through their doors.
The wine was incredibly generous. The gift basket was beautiful. I am sincerely grateful for all of it. But those things are not actually what I will remember most.
I will remember the effort. I will remember that Will took the time to reach out personally. I will remember that members of their team took the time to choose things for the basket. I will remember opening a package that had traveled all the way to my home in South Carolina and realizing how much thought had gone into something that they were under absolutely no obligation to do.
They could have simply responded to my review.
They could have apologized.
Any of those things would have been appreciated. Instead, they chose to make it personal.That says everything to me.
It is easy to give a company five stars when everything goes perfectly. I actually think you learn much more about a company when something doesn't. Mistakes happen. Experiences fall short. Even wonderful businesses can have an off day. What separates a good company from an exceptional one is what happens next.
Stoller showed me what happens next when a company truly cares. They didn't just try to make an unhappy customer happy. They made me feel heard. They made me feel valued. And somehow, they took an experience that had left me questioning whether I would ever return and turned it into an experience that made me respect this winery more than I did before I ever visited. That is remarkable.
I have told so many people about what Stoller did because I genuinely cannot remember another time I have experienced this level of customer care. Not because of what they sent, but because of the thought behind every single part of it.
There is a difference between customer service and hospitality. Customer service fixes a problem. Hospitality makes someone feel like they matter. Stoller did both.
I already knew Stoller made exceptional wine. Now I know there are exceptional people behind it too. Will and everyone at Stoller who had a hand in this, thank you. Truly. Thank you for caring enough to listen. Thank you for the generosity. Thank you for the time and thought you put into everything you sent. Thank you for taking an experience that meant something to my mom and me seriously, and for reminding me why I was so excited to visit Stoller in the first place. You didn't have to do what you did. And maybe that is exactly why it meant so much.
We will absolutely be back. And this time, I think walking through those doors will mean even more. Five stars simply doesn't feel like enough.
翻译：我最初写过一篇评论，讲述在Stoller的不愉快经历。后来发生了很多事，我意识到自己必须再回来写一篇新评论——因为Stoller的回应方式同样值得分享，甚至比促使我写第一篇评论的那次经历更值得被传颂。这是我所体验过的最出色的客户服务与真诚待客之道。
我和妈妈把参观Stoller作为母女俩生日旅行的核心内容来安排的。我第一次爱上他们的葡萄酒，是在查尔斯顿的一家餐厅里品尝了他们的黑皮诺之后。从那以后，我就一直定期购买这种酒。能亲自参观他们的酒庄一直是我梦寐以求的事——这对我而言绝非只是旅行途中的一个普通站点，而是我最期待能亲身体验的地方之一。
可惜，我们的参观并未如预期般顺利。我带着极大的失望离开了，最后还写了一篇关于这次经历的评论。后来发生的事情，我会比最初的经历本身记得更久。Stoller公司的Will亲自联系了我。从一开始，他处理此事的方式就有些与众不同。他没有给出千篇一律的回复，也没有发表那些措辞谨慎的企业道歉声明，更没有试图为所发生的事情找借口。他倾听我们的诉说，认可我们的遭遇。他承担起了责任——而这一点最为重要。他让我觉得，我原本满怀期待的事情最终却让我大失所望，这种感受真的很重要。仅那次对话就彻底改变了我。
光是他真诚的道歉以及处理事情的方式，就足以让我心满意足了。我真的没指望能得到更多。然而，斯托勒做了一件我完全意想不到的事。一个包裹送到了我家，里面有两瓶精美的斯托勒葡萄酒，还有一个精心挑选的礼品篮——里面的物品都是该酒庄团队成员共同挑选的。请仔细想想吧。
这家酒庄的许多员工都花时间去为一个他们素未谋面的人准备这份礼物。正因如此，这份礼物对我而言意义非凡。
随包裹一同送来的还有威尔亲笔写的一封信。那可不是打印出来的卡片哦。这不是一封可以随便发给任何人的普通信件，而是一张手写的便条。
当我意识到：在我多年以来一直喜爱的这家公司背后，有一群真正关心着每一位顾客感受的人时，那种感觉真是无比震撼。
那款葡萄酒品质极佳，礼品篮也非常精美。我由衷地感激这一切。不过这些其实并非我最难忘的部分。
我真正难忘的，是那份用心与努力。我会记住，威尔特意亲自联系我。我会记住，他团队的成员们也花时间精心挑选了礼篮里的物品。我会记住自己打开那个历经千辛万苦才送到南卡罗来纳州家中的包裹时，意识到他们其实完全没有义务做这些，却还是倾注了如此多的心思。
他们本可以仅仅回复我的评论而已。
他们本可以道个歉。
做任何一件事都会让我心怀感激。然而，事实并非如此。他们选择把事情个人化来处理。这对我而言说明了一切。
当一切顺利时，给一家公司打五星评价很容易。实际上，我觉得当出现问题时，你才能更多地了解一家公司。错误在所难免，体验也可能不尽如人意。即便是出色的企业也会有表现不佳的时候。而一家好公司与卓越公司之间的区别就在于接下来会发生什么。
斯托勒让我见识到了一家真正在乎客户的公司会如何应对。他们可不只是试图让不满意的顾客开心起来而已。他们让我感到自己的声音被倾听了，我的价值也被认可了。不知怎的，他们把那次让我怀疑自己是否还能再回来的经历，转变为一次让我比之前更加敬佩这家酒庄的经历。这真是了不起。
我向很多人讲述了Stoller所做的种种，因为我实在想不起还有哪次经历能带来如此高水平的客户服务。这并非因为他们送了什么礼物……而是因为其每一个环节背后所蕴含的用心与思考。
客户服务与待客之道其实有所区别：客户服务旨在解决问题，而待客之道则是让对方感受到自己被重视。斯托勒公司两者兼而有之。
我早已知晓斯托勒能酿出卓越的葡萄酒。如今我才明白，这一切背后还有一群出色的人在做努力。威尔，以及所有为此事付出辛劳的斯托勒同仁们，谢谢你们。真的非常感谢。谢谢你们用心倾听、关怀备至，也谢谢你们的慷慨与无私。感谢您为我妈和我所付出的时间与心血。感谢您认真对待那段对我们而言意义非凡的经历，也感谢您让我重新记起当初为何如此期待能造访Stoller。其实您本不必这么做。或许也正因如此，这份心意才显得格外珍贵。
我们一定会再来的。这一次，走进那扇门对我们来说定会有更特别的意义。用“五星”来评价似乎都远远不够了。
我和妈妈把参观Stoller作为母女俩生日旅行的核心内容来安排的。我第一次爱上他们的葡萄酒，是在查尔斯顿的一家餐厅里品尝了他们的黑皮诺之后。从那以后，我就一直定期购买这种酒。能亲自参观他们的酒庄一直是我梦寐以求的事——这对我而言绝非只是旅行途中的一个普通站点，而是我最期待能亲身体验的地方之一。
可惜，我们的参观并未如预期般顺利。我带着极大的失望离开了，最后还写了一篇关于这次经历的评论。后来发生的事情，我会比最初的经历本身记得更久。Stoller公司的Will亲自联系了我。从一开始，他处理此事的方式就有些与众不同。他没有给出千篇一律的回复，也没有发表那些措辞谨慎的企业道歉声明，更没有试图为所发生的事情找借口。他倾听我们的诉说，认可我们的遭遇。他承担起了责任——而这一点最为重要。他让我觉得，我原本满怀期待的事情最终却让我大失所望，这种感受真的很重要。仅那次对话就彻底改变了我。
光是他真诚的道歉以及处理事情的方式，就足以让我心满意足了。我真的没指望能得到更多。然而，斯托勒做了一件我完全意想不到的事。一个包裹送到了我家，里面有两瓶精美的斯托勒葡萄酒，还有一个精心挑选的礼品篮——里面的物品都是该酒庄团队成员共同挑选的。请仔细想想吧。
这家酒庄的许多员工都花时间去为一个他们素未谋面的人准备这份礼物。正因如此，这份礼物对我而言意义非凡。
随包裹一同送来的还有威尔亲笔写的一封信。那可不是打印出来的卡片哦。这不是一封可以随便发给任何人的普通信件，而是一张手写的便条。
当我意识到：在我多年以来一直喜爱的这家公司背后，有一群真正关心着每一位顾客感受的人时，那种感觉真是无比震撼。
那款葡萄酒品质极佳，礼品篮也非常精美。我由衷地感激这一切。不过这些其实并非我最难忘的部分。
我真正难忘的，是那份用心与努力。我会记住，威尔特意亲自联系我。我会记住，他团队的成员们也花时间精心挑选了礼篮里的物品。我会记住自己打开那个历经千辛万苦才送到南卡罗来纳州家中的包裹时，意识到他们其实完全没有义务做这些，却还是倾注了如此多的心思。
他们本可以仅仅回复我的评论而已。
他们本可以道个歉。
做任何一件事都会让我心怀感激。然而，事实并非如此。他们选择把事情个人化来处理。这对我而言说明了一切。
当一切顺利时，给一家公司打五星评价很容易。实际上，我觉得当出现问题时，你才能更多地了解一家公司。错误在所难免，体验也可能不尽如人意。即便是出色的企业也会有表现不佳的时候。而一家好公司与卓越公司之间的区别就在于接下来会发生什么。
斯托勒让我见识到了一家真正在乎客户的公司会如何应对。他们可不只是试图让不满意的顾客开心起来而已。他们让我感到自己的声音被倾听了，我的价值也被认可了。不知怎的，他们把那次让我怀疑自己是否还能再回来的经历，转变为一次让我比之前更加敬佩这家酒庄的经历。这真是了不起。
我向很多人讲述了Stoller所做的种种，因为我实在想不起还有哪次经历能带来如此高水平的客户服务。这并非因为他们送了什么礼物……而是因为其每一个环节背后所蕴含的用心与思考。
客户服务与待客之道其实有所区别：客户服务旨在解决问题，而待客之道则是让对方感受到自己被重视。斯托勒公司两者兼而有之。
我早已知晓斯托勒能酿出卓越的葡萄酒。如今我才明白，这一切背后还有一群出色的人在做努力。威尔，以及所有为此事付出辛劳的斯托勒同仁们，谢谢你们。真的非常感谢。谢谢你们用心倾听、关怀备至，也谢谢你们的慷慨与无私。感谢您为我妈和我所付出的时间与心血。感谢您认真对待那段对我们而言意义非凡的经历，也感谢您让我重新记起当初为何如此期待能造访Stoller。其实您本不必这么做。或许也正因如此，这份心意才显得格外珍贵。
我们一定会再来的。这一次，走进那扇门对我们来说定会有更特别的意义。用“五星”来评价似乎都远远不够了。
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