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.
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.