I finally caved and allowed myself to put things in my cart at Fat Quarter Shop. Then, I actually bought what was in my cart, and everything. Honestly, I think it was the most expensive purchase I have ever made. Not because the contents of my cart really amount to a whole lot, but because I have a feeling this is the beginning of a long and pricey relationship.
After making my purchases (with a grin on my face the entire time), I realized that I had made a mistake. See, I was ordering some yardage for my pattern tester, who lives 2 hours (or so) from me. I had wanted that yardage to be shipped to her, not me. As soon as I realized my mistake I began cringing and bracing myself for dealing with a company’s customer service department. Because, as we all know, calling a company to get a mistake fixed is a lesson in patience, perseverance, and restraint. Oh, and hopefully you have unlimited minutes on your cell phone plan, ’cause you’re going to be on hold a long time, baby.
I grabbed my trusty phone, looked up the phone number, and began dialing right away. Best to tear the band-aid off quickly, you know? I got a pen and paper to start doodling, and suddenly there was a voice on the other end of the line.
What?
No answering machine? No neverending list of “Press 1 if you would like to be placed on hold for the rest of your life…”?
I had the pleasure of speaking to Cheryl, who was as delightful as can be. She listened to my plight without interrupting, clarified my request, and then said she’d handle it and email me with the tracking number as soon as she had it.
I was off the phone in less than 5 minutes, and sure enough, I received an email less than 30 minutes later with the details of the order change, and the applicable tracking numbers.
I should receive my yardage early next week, and if my experience so far with Fat Quarter Shop is anything to go on, I’m sure I will be extremely pleased with what I receive.
This my friends is what customer service is all about.
I’ve never actually lived in an era where politeness was expected, where courtesy was actually common. So, when (every-so-often) I find someone who reminds me that treating your customers kindly is not only decent, but a smart business strategy, I’m surprised that more people don’t follow suit.
Two thumbs way up to Fat Quarter Shop–you’ve won me over. You’ll be an expensive friend, for sure, but entirely worth it. Thanks for a simply charming experience.
Ohhh, I LOVE it when you find decent people! Seriously… it’s THE best! I’m glad that you had such a great experience. If you want to be in love with one more AMAZING company, check out http://www.cropchocolate.com they are still small enough to be personable, classy and awesome, but big enough to over really nice products!
Loving this blog, by the way! ;)
It’s actually not as hard to be nice to people on the phone as some customer service reps would make you think. I find it’s really fun to make a customer’s day by being nice and fixing things as quickly/efficiently as possible. It’s also nice though when the consumer understands that some things still require time (I know… practically unheard of in this get-it-now day and age, but it is true). That makes my job a lot easier too.
Good job. And I’m sure you began with a kind, professional approach in the first place too–I”m sure that helped. They sound like a great company.
:]
I’ve been finding lately that a lot of crafty things I buy online have real people at the end of the line, Maybe because they’re smaller businesses and are there to serve. It’s great.
Welcome! Thanks for commenting! I agree, I’m loving the more “personal” service. You’re probably right about them all being smaller businesses. There are a lot of those out there these days, and I for one, couldn’t be happier about it.