And with the delightful freshness of the sun shining through an April shower, you have a surprise encounter with a store vendor who really does give a damn about you, and goes above and beyond the call of duty. I just had an experience like that, and, with my last shop horror not yet put to ground, I think you should know about this one.
Last Sunday night, I placed an order with Pink Chalk Fabrics. I just needed to have some more of those incredibly beautiful Alexander Henry Fulham Road cotton lawn fabrics. I was completely star-struck when I first bought some of the range, weeks ago now. And remember how I shared with you that Cathy did the unthinkable by letting me take her fabrics home so I could check them against mine and the website images to get a clearer picture of the colours? (Remember my post about the vast differences in the monitor and in-my-hand colours?) So, I sorted things out, and made my choices, and ordered more deliciousness.
Next minute though, I had a thought. Terrible things those. I decided I really did want the Martine in Cream after all, not just in the Pink, just so I had a bit more choice. I quickly emailed the store and asked them to add a yard of the Cream into my order, if it wasn’t too late. If I’d missed the boat, I said, not to worry. It’d be fine, really.
Next morning, I get a wonderful email from Kathy at Pink Chalk Fabrics, apologizing (we were both struck with the strangeness of the occurance) for being so quick with despatching my order, and offering me to place the order now, along with anything else I wanted, and she’d cover the shipping. I quickly wrote back and told her that what she’d offered was really quite dangerous, both for her as well as for me. For me, I now found myself adding all kinds of extra things I needed, like Kona solids, and a couple other Fulham Road lovelies. For her, she might have offered more that she’d intended, as the shipping charges grew with each of my little clicks on the “add to order” button.
And here’s what blew me away. She emailed back immediately and instructed me not to hold back, she meant what she’d said, it was all inside her commitment to have her customers be delighted with the service, and come back again and again. Ah! So refreshing! So wonderful! Just love it! And how much extra fabric do you think I ordered? And where do you think I might go back to shop next time the wallet opens up? It’s not rocket science, is it. Take care of your customers, manage from a clear, visible commitment to excellence, and be sure that, even if you make an error, you’re there immediately to take care of it, and of them, with the same visible commitment to excellence of service as ever.
Thanks Kathy. Thanks for a truly great shopping experience. Can’t wait to receive my “two” large-ish parcels of fabric.
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