It seems a little weird to be updating a review for a Goodwill location, but sometimes an experience is so positive that one simply must acknowledge it.
During my earlier visit to this particular Goodwill location, I expressed concern about the peculiar accessible parking - it involved only 4 spots, they weren't appropriately labeled (only the wheelchair emblem on the concrete, which is not legally enforceable), and they were in the middle of the parking lot rather than the usual places toward the front. It was illogical and potentially dangerous, especially for an agency specifically serving individuals with disabilities.
As has often been the case when I Yelp, a representative of Goodwill contacted me regarding my concerns. I've sort of pictured her doing an eye-roll every time a new review is posted from me, because she knows it'll be full-length, she knows it'll be detailed and, it would seem, she also knows it will be accurate as I've had at least one other Yelp review lead to changes in a store location.
I returned to this location today, a rainy and windy day, unsure of what I would find despite assurances that they took my concerns seriously and had scheduled a time to actually go out and assess the situation.
While I wasn't able to get a good photo (Have you ever tried staying still in a wheelchair during a very windy day? It's not easy!), I was pleased to see that Goodwill had followed through on their promise and had, in fact, greatly improved parking for those with disabilities. I believe I counted 8 parking spots, all clearly labeled with the appropriate metal signs, and all re-located to the front of the parking lot directly connected to the marked off crosswalk and toward the curb cut that leads to the automated door.
I mentioned this on my Facebook page prior to doing an update here. I immediately had a friend chime in "You did that? That's awesome. We noticed that the last time we were there."
I appreciate that Rachel, the representative that I've dealt with more than once, takes my concerns seriously and doesn't, at least not to my cyber-face, regard them as "just complaining." Does this mean that everything I say is magically changed? Of course not. It does mean, however, that there's a genuine listening ear and, on occasion, some truly noticeable changes that improve customer service.
I liked this location a lot. I was there on one of their 50% off Saturday events, a day that can be completely chaotic in most locations, but it feels manageable here and not overwhelming. That's partly due to the very visible leadership on the floor, and they were visible, but also due to a slightly better lay-out that feels less enveloping. I did see one unfortunate incident of employees snapping at one another, though a supervised squelched it fairly quickly and, after all, these stores are considered a bit of a training ground for folks. So, that's to be expected at times.
While I'm not ready to call Goodwill a 5-star shopping experience, this particular location gets an extra star simply on the basis of dramatically improving the retail experience for shoppers with disabilities by addressing their parking situation in a concrete and positive way. read more
