And yet another great customer service example
 

About weeks ago I was in Decatur, GA, for a month helping my DD with the grandkids following her tonsilectomy - horrid, horrid experience for an adult, but that is another story. Anyway, one day I had to have my quilt shop fix, and went into a shop called Intown Quilters. While there I saw the most wonderful little girls outfit all sewn up, and I just HAD to have the pattern. But, they didn't have the pattern anymore. The quilt shop owner was at the Houston Quilt Market, and she was hoping to come home with some of the patterns. No problem says I. I will buy the fabric here and now, and get the pattern from an on-line source. However, after trying at least 10 on-line sources I was not able to find the pattern. I was told it was out of print. I held onto hope though, since I hadn't heard from Intown Quilters yet. Alas, about 2 weeks ago I got a call from them, apologizing for taking so long, but telling me that the pattern was indeed out of print and they had not been able to get it either. I thanked them for their trying and set about trying to find a similar pattern. Late Saturday afternoon my phone rang here in MI, and to my great surprise it was "Lacie" from Intown Quilters. She told me that they had just found 3 sets of the pattern that I had wanted, and wondered if I still wanted it. Of Course!!! She is holding it for me until we get to Atlanta/Decatur later this week. I was just astounded, and very grateful, for both her tenacity in searching for the pattern, and also for not tossing my contact information after her first call to me. That shop will be my go to quilt and fabric source EVERY single time I visit my DD and grands from now on. And I will use this example when talking about great customer service in the future.

It is really nice to hear a positive experience, especially since people as a whole tend to share negative experiences more frequently. Sounds to me like they really cared about helping you and when they made sure you were contacted when they located the pattern. Nice that they remembered you, even after you had been in touch and told no-go. That is a great example of truly good customer service and something that will no doubt pay dividends to the shop - they now have a very loyal customer in you! Happy sewing (and please share photos when you finish the project!) Thanks for sharing!

What a wonderful person to go so far above and beyond. Blessings to her and that store. I look forward to seeing pictures of what you create (smile). Thank you for sharing this positive and joyful experience.

That is indeed wonderful customer service. Thanks for sharing a positive experience.

Don't those experiences make up for all the bad ones?

That is exceptional customer service. I just had a very good experience with Batik Timbal, where they made every effort to make sure that I received what I wanted. They called when they ran out of one fabric to ask me what I would like to replace it as well as communicating by emails.

Very nice customer service! I wish it was more common....

Only quilters and quilt shop owners would understand the importance of getting that elusive pattern or fabric!!! So glad it worked out for you!!!

That is really great, like to hear these awesome things about the shops.

So nice to hear a positive experience with a quilt shop. It seems like all I read on this blog are the complaints, when things go wrong, and yet I know there are a dedicated group of quilt shop workers out there who are willing to go "the extra mile" for a customer, as they have done for me. Yet one hardly ever hears about them. Good for you for bringing this positive, upbeat story to the Board! It really put a smile on my face!

It is great to know that there are people out there still that truly believe in good customer service. They will always be on your list of places to shop.

Yeah for them, and you for sharing it with us.

What a great Customer Service experience.

I guess we have to hear or read the horror stories to be thankful for the positive ones. LQS are going to have to have great Customer Service in order to stay open. Times are hard for everyone so when we spend our money we want to know they are going to back thier products and do whatever they can to help you get what you need.

It is so nice to hear of great and above the call to customer service. I had a great experience myself recently at a LQS called Quilts Bayou in Lake Charles, LA. I purchased fabric to make a quilt and asked for a yard or so of some Louisiana fabric that I could take back to my quilt group in Ohio. She showed me what she had; tho it wasn't the piece that screams Louisiana! I was hoping for Gumbo and shrimp and alligators, you get the picture. Well she said I don't have any of that left; but I did make some table covers for my son's wedding out of that fabric and I will bring you some. I went in the store on our way out of town and she had the fabric waiting for me. Free! And all serged. I thought her kindness and generosity was much over the top.

When one of our group goes someplace different we try to get a piece of fabric from the area to share with everyone when we return. So, now I have a table cover that I can cut into pieces for my group. And, I will highly recommend Quilts Bayou in Lake Charles to everyone!
Sandy

I LOVE THAT SHOP!!! They do have exceptional customer service & gorgeous unique fabrics. I was also impressed with the customer service from a Touch of Thread Quilting Gallery in Zanesville, OH. I bought fabric there while traveling, the needed more later when I'd decided on the pattern. Like your situation, out of stock, out of print. A week later another clerk found my note and found the fabric. I was amazed! I love happy stories of people going "above & beyond."

The way to win the hearts and minds of quilters!

Intown is "my" go to quilt shop. If you're going to be around the end of the month we're having a QB get together there, it will be the second one there. Check for the thread under Meetings.