Service Above and Beyond
04-20-2010, 07:50 PM
#1
Super Member
Thread Starter
Join Date: Jun 2008
Location: British Columbia
Posts: 2,352
I just need to share this with you as it's so much more than I would have ever even imagined.
My DH recently went to California for a visit. Since it's so difficult (and expensive) to have things sent across the border, we always order and have things sent to his mother's house to be picked up on the visit. There were some patterns I wanted from Southwest Decoratives (http://www.swdecoratives.com/) so I ordered them.
Waiting, waiting, no patterns. I wrote to the company and learned that they had been in the mail for 4 weeks. More waiting and it's time to leave. So, I wrote back to say thanks but no, they didn't arrive but said for all I knew, they had arrived, been picked up in a pile of junk mail and thrown away! I was sad to miss out but sometimes that's just how things go.
Without me asking, suggesting, hinting or even the thought crossing my mind - I get another message from Penny at Southwest Decoratives. She said they felt badly that I had missed out, so were repeating my order and please alert my MIL that a package was on its way. WOW. That is more than I would ever ask for and I am delighted.
My DH recently went to California for a visit. Since it's so difficult (and expensive) to have things sent across the border, we always order and have things sent to his mother's house to be picked up on the visit. There were some patterns I wanted from Southwest Decoratives (http://www.swdecoratives.com/) so I ordered them.
Waiting, waiting, no patterns. I wrote to the company and learned that they had been in the mail for 4 weeks. More waiting and it's time to leave. So, I wrote back to say thanks but no, they didn't arrive but said for all I knew, they had arrived, been picked up in a pile of junk mail and thrown away! I was sad to miss out but sometimes that's just how things go.
Without me asking, suggesting, hinting or even the thought crossing my mind - I get another message from Penny at Southwest Decoratives. She said they felt badly that I had missed out, so were repeating my order and please alert my MIL that a package was on its way. WOW. That is more than I would ever ask for and I am delighted.
04-21-2010, 01:10 AM
#3
Super Member
Join Date: Jan 2010
Location: Upstate New York
Posts: 2,004
That is a sign on great customer service!
Unfortunately it is becoming a lost art :!: I do repeat business with dealers who have wonderful customer service, and let others know about their service either good or bad.
A year and a half ago, I was scrambling for a last minute gift for Christmas. We went to SC to visit my DIL's mother and we were staying in her Aunts suite. I wanted a thank you gift. I made an afghan, but was so disappointed as the yarn was woven together almost every 2 yards in the last skein, and the store had no more. I was able to use it but don't like tying in that many ends as they tend to work their way out.
I ended up writing Coats and Clark and they mailed me 5 skeins to do a new afghan. I think that was wonderful. They could have just ignored my letter. :-(
There are still good companies out there, but with the economy not quite as many. It seems most craft dealers are the best!
Unfortunately it is becoming a lost art :!: I do repeat business with dealers who have wonderful customer service, and let others know about their service either good or bad.
A year and a half ago, I was scrambling for a last minute gift for Christmas. We went to SC to visit my DIL's mother and we were staying in her Aunts suite. I wanted a thank you gift. I made an afghan, but was so disappointed as the yarn was woven together almost every 2 yards in the last skein, and the store had no more. I was able to use it but don't like tying in that many ends as they tend to work their way out.
I ended up writing Coats and Clark and they mailed me 5 skeins to do a new afghan. I think that was wonderful. They could have just ignored my letter. :-(
There are still good companies out there, but with the economy not quite as many. It seems most craft dealers are the best!
04-21-2010, 02:01 AM
#4
Super Member
Join Date: Mar 2010
Posts: 1,039
It makes you feel wonderful when people/companies do more then their part to satisfy their customers. I purchased an antique quilt on ebay. Weeks past and I had received it. I contacted the seller. She searched and searched the tracking number and found out it had been delivered to SC..to QVC. I called QVC in SC..and talked a shipping manager. I told him the story and he said he would get back to me. About a week had past..and the quilt arrived with a little note about finding it on an incoming truck. I immediately called him and thanked him for returning the quilt to me. I also contacted the powers that be at QVC and told them what a great job this man had done.
04-21-2010, 03:32 AM
#5
Super Member
Join Date: Feb 2010
Location: New Hampshire
Posts: 3,877
That's wonderful!!! I just got great service from jhittle! By mistake they sent a wrong pattern that I ordered and when I called them, there was absolutely no problem at all. They sent me out the pattern and let me keep the wrong one. In fact, I offered to send the wrong one back and they said no, its OK just keep it!!! :-D :-D
04-22-2010, 03:23 PM
#7
Super Member
Join Date: Apr 2010
Location: MS
Posts: 3,434
With 21 years in Customer Service I speak from experience.
Many times it is the willingness of the person on the phone to do or not do, rather than the corporate guidelines that empower them to make resolution.
There are people in this world that 'hear' your dilemma, get in your mind and have you help them think them through to an acceptable resolution for your situation, go above and beyond to do the 'Right thing Right'.
Then, there are those that should have stayed home so they could get up on the right side of the bed. Hopefully, those are the few and far between.
Many times it is the willingness of the person on the phone to do or not do, rather than the corporate guidelines that empower them to make resolution.
There are people in this world that 'hear' your dilemma, get in your mind and have you help them think them through to an acceptable resolution for your situation, go above and beyond to do the 'Right thing Right'.
Then, there are those that should have stayed home so they could get up on the right side of the bed. Hopefully, those are the few and far between.
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