It’s All About Customer Service

Customer Service is an area where I really try to do my best.  Service and attention are what make the difference when you’re trying to attract and keep customers.  I try to spend the time so that I know what my customers want, and then I do my best to give it to them.  I am not perfect, and there have definitely been times when I have had to go back and redo work that was not correct, but I feel that it is worth the effort in order for my customers to be happy.  Here’s a case in point:

Since turquoise is the current “in” color, I have made three turquoise kilts since January.  There was a mix-up on my part that resulted in my making a mistake when ripping off some turquoise tartan to length–it was 2″ too short!  I have no idea where my brain was when this happened!  The first thing I did was to call the supplier to reorder, but there was a due date that I had to make, so I made the kilt with a smaller hem than I normally do, and I made it with a 1 1/2 inch rise, because I had promised her a kilt by a certain date, and she needed something to wear.  I sent it out on time, with a note telling the customer what had happened, and offering her the option to keep that kilt, or to return it when I delivered the second one with the deeper hem and the 2″ rise.  I figured that I could always sell the first one, and I wanted my customer to have EXACTLY what she ordered.

Another customer with a 10-year-old daughter had ordered a kilt, and I measured the girl in December.  By mid-January, when it was delivered, she had grown, and the kilt was tight.  I took it back and enlarged the aprons, because I guarantee that the kilt will fit to the customer’s satisfaction if I measure them.  This type of thing really does happen with children–it’s as if they change overnight.

I can only hope that people understand how difficult it is to fit  person’s individual physique, and how much calculation and planning goes into it.  In recent years I have had many discussions with dance teachers and judges about the proportions that they want to see in a kilt on one of their dancers, or on a competitor.  This has resulted in me making the aprons on some kilts slightly smaller, in accordance with their wishes.  I do have my limits though.  I need to feel as if what I’m being asked to do is going to look right.  I find that I’m generally pickier than most of my customers, which I guess is a good thing.

Tiny update:  The lambs are doing well, as are the baby goats, and the ewes were all shorn last week.  Yarn from these beautiful fine-wool crossbred sheep will be available soon!  I’m getting ready to knit something really cool!

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