Great Customer Service

**Slag101** · 2nd August 10, 03:01 PM

I will start off by apologizing, as I cannot remember the woman's name, so hopefully, Mr. Newsome can pass the praise onto her.

I called to see about ordering my son a hand knit tam from the gift shop. I figured it for a shot in the dark, as I wanted a quality cap for him, and seemed to have no luck searching the net for one. The woman at the gift store, who was one of the most polite people, asked me for some basic info, and then stated she would call the craftsman who makes the caps to see what can be done.

Now, I had anticipated hearing back in a few days or so with an answer. Literally 5 to 10 minutes later she called me back to inform me that he would make a hat for my son. (the issue is size, he is one year). She then sat on the phone with me while My wife looked at the website to decide which color she wanted for him, and while she measured his head.

I had been on the fence about getting a tam for myself, and this level of service was so good, I did not hesitate to place my order. She even sat on the phone while me and my wife debated what color I should get.

This is a level of customer service never seen anymore. I haven't even received my order, and I feel like I get the best product in the world. Everyone could take a lesson from this fine example. But I still feel like an a** because I cannot remember her name.

**M. A. C. Newsome** · 2nd August 10, 06:35 PM

:-) Thanks for the kind posting.

The lady you spoke to on the phone no doubt was Kathie Akins. She's the quintessential sweet southern gal and a real gem. She always wants to make sure people come away with a good experience with our museum. That's one of the many reasons we hired her on. I'll be sure to pass on your praise. (And I hope your son enjoys his tam!)

~Matt

**piperdbh** · 2nd August 10, 08:29 PM

It's even better when you go to the museum in person.

**Slag101** · 3rd August 10, 04:36 PM

Actually, I am planning a trip to the Carolinas in the not too distant future. The trouble is getting it to work logistically with stopping in at the STM, as it is 2 -3 hours out of the way of where I am going and where I would be coming from. I also think I would need to have a couple thousand dollars on hand to make the trip worthwhile.

**Ryan Ross** · 7th August 10, 01:21 PM

Good sir, I have a few bonnets ahead of yours in my queue, but I am greatly looking forward to knitting them up- especially the one for your son!

Kathie knew that I was visiting my girlfriend in Franklin that day, so she phoned up at her parent's house and gave me the scoop; when my girlfriend's mom told me that I had a call on the land line, I was quite shocked! At any rate, I had been wanting for a good excuse to knit a child sized bonnet for some time, and was quite happy to hear about your request!

**Ryan Ross** · 7th August 10, 01:23 PM

Please excuse the odd and mysterious double post. No idea how it happened.

**Slag101** · 9th August 10, 03:43 PM

Originally Posted by Ryan Ross

Good sir, I have a few bonnets ahead of yours in my queue, but I am greatly looking forward to knitting them up- especially the one for your son!

Kathie knew that I was visiting my girlfriend in Franklin that day, so she phoned up at her parent's house and gave me the scoop; when my girlfriend's mom told me that I had a call on the land line, I was quite shocked! At any rate, I had been wanting for a good excuse to knit a child sized bonnet for some time, and was quite happy to hear about your request!

Well, the service just keeps getting better. Not only does the STM go above and beyond to help me out, but the manufacturer takes the time to post a response to my post. I am really impressed, especially in an era where we have all but forgotten what customer service is. I am sure the cap is worth the wait, and I am glad to have a top notch craftsman making my cap as well as my son's. I wanted one of your caps for both of us, because your reputation proceeds you. Now I anxiously await the arrival of the caps. Thank you for going the extra mile to make this such a special transaction. I am glad you can add children's caps to your line, and I will post pics of the little fella in his as soon as it comes.

Feel free to name your children's hat line "The Little Tommy" after my son, that is fine with me.

(insert sarcasm here)