Customer service

[The Wizard of BC]

OK, I'll throw another thought at you from my side of the counter.

How many of you have ever spent the time to give a retailer an honest and thorough review of the service you received?

Let's not assume that the experience was so outstanding that you just MUST tell the retailer how well they did. Let's assume that you are satisfied with your purchase, that you were treated well, the only thing missing from the entire experience was say, a little "How did we do" card that you can fill out and send back.

It would seem to me that this business of kilts would be a small world. One where we all know each other and all share something in common. Would you not assume that 1/2 or even 1/3 of your customers would send an e-mail or maybe make a phone call and say stuff like..."I liked your product and I liked your shop, but you seemed to be grumpy that day." Or how about..."You make a very nice kilt but I noticed that the floor hadn't been swept in a couple of days."

I have never received an honest review or critique of the shopping experience at FK. Not one. It makes me wonder sometimes if I did something wrong, if perhaps I had done something different I may not have just sold a kilt but gained a friend.

If our goal is superb customer service then we on this side of the counter really need this feedback.

See, I know I'm a curmudgeon. I know and fully expect that I may come across as a total jerk to some of my customers. I don't want to, I want their experience to be equal to the hard earned money they spend in my shop. So where did I put those little "How am I doing" cards?

[berserkbishop]

OK, I'll throw another thought at you from my side of the counter.

How many of you have ever spent the time to give a retailer an honest and thorough review of the service you received?

Let's not assume that the experience was so outstanding that you just MUST tell the retailer how well they did. Let's assume that you are satisfied with your purchase, that you were treated well, the only thing missing from the entire experience was say, a little "How did we do" card that you can fill out and send back.

It would seem to me that this business of kilts would be a small world. One where we all know each other and all share something in common. Would you not assume that 1/2 or even 1/3 of your customers would send an e-mail or maybe make a phone call and say stuff like..."I liked your product and I liked your shop, but you seemed to be grumpy that day." Or how about..."You make a very nice kilt but I noticed that the floor hadn't been swept in a couple of days."

I have never received an honest review or critique of the shopping experience at FK. Not one. It makes me wonder sometimes if I did something wrong, if perhaps I had done something different I may not have just sold a kilt but gained a friend.

If our goal is superb customer service then we on this side of the counter really need this feedback.

See, I know I'm a curmudgeon. I know and fully expect that I may come across as a total jerk to some of my customers. I don't want to, I want their experience to be equal to the hard earned money they spend in my shop. So where did I put those little "How am I doing" cards?

Steve,
Personally I have never purchased anything from you. That being said, the only reason is because I have never needed to yet. You were a godsend while I was trying to figure out how to get my sewing machine working, and you had no motive to do so. If I find myself in the market for something similar to your wares, I will order from you in a hearbeat. I am positive that your customer service is superb; after you bent over backwards to help someone you have never met or held a phone conversation with and I have never been a customer. That kind of thing is how you build loyalty. Keep up the good work.

R. Bishop

[James MacMillan]

OK, I'll throw another thought at you from my side of the counter.

How many of you have ever spent the time to give a retailer an honest and thorough review of the service you received?

Let's not assume that the experience was so outstanding that you just MUST tell the retailer how well they did. Let's assume that you are satisfied with your purchase, that you were treated well, the only thing missing from the entire experience was say, a little "How did we do" card that you can fill out and send back.

It would seem to me that this business of kilts would be a small world. One where we all know each other and all share something in common. Would you not assume that 1/2 or even 1/3 of your customers would send an e-mail or maybe make a phone call and say stuff like..."I liked your product and I liked your shop, but you seemed to be grumpy that day." Or how about..."You make a very nice kilt but I noticed that the floor hadn't been swept in a couple of days."

I have never received an honest review or critique of the shopping experience at FK. Not one. It makes me wonder sometimes if I did something wrong, if perhaps I had done something different I may not have just sold a kilt but gained a friend.

If our goal is superb customer service then we on this side of the counter really need this feedback.

See, I know I'm a curmudgeon. I know and fully expect that I may come across as a total jerk to some of my customers. I don't want to, I want their experience to be equal to the hard earned money they spend in my shop. So where did I put those little "How am I doing" cards?

Dear fellow curmudgeon -

I attempt to give feedback to companies that I think are at least trying. If they give me mediocre service and the product is good, I write a paper response followed up with a copy to any personal contact that I may have had with the company. For brick and mortor companies this is usually inclusive of the CEO or president, customer relations individual, quality control person and sometimes the sales manager. I try to find an officer with the appropriate title on line and lately that is becoming easier on the net.

A good fifty percent of these feedback letters yield an answer. Depending on the quality of the product, it may induce me to repeat my business attempt.

But companies only get two chances. If the cecond time customer service doesn't improve, I send a second letter with a copy of the first and tell them that they have lost my business.

In your case, I will print some cards up that say ..."I liked your product and I liked your shop, but you seemed to be grumpy that day." and we can all use them......