Letter: What makes a successful business?

To the Editor:

The recent appointment of the Norwalk Center Task Force inspired me to think of successful merchants in central Norwalk and why they have succeeded.

For me, the first one that comes to mind is Connecticut Surgical (full name: Connecticut Physicians’ Surgical Supplies, Inc.). This unassuming but vital store has been in Norwalk since 1967 and in the current location near the corner of Main and Wall since 1984, meeting the needs of people recovering from injuries and surgery, and those living with illnesses that require special equipment or supplies.

Nobody wakes up one morning wishing for a cool new walker or adaptive toilet seat. But when you need one, you need one that solves whatever problem you are coping with. I have found the sales staff at Connecticut Surgical to always take the time to understand the problem and the patient’s preferences, and recommend the appropriate product. This is especially meaningful when customers (if they’re like me) walk in the door already feeling stressed by trying to serve as good caregivers.

It is this kind of compassionate, dedicated customer service that keeps people coming back and motivates them to recommend the merchant to friends and neighbors.

Elsa Peterson Obuchowski