Many customers ask me how I got into the kilt business. My answer is usually the story about my daughter, who was a Highland dancer, and how I needed to dress her in the most economical way possible, which was to make her kilts myself. Then I tell them about the years of attending kiltmaking classes with Elsie Stuehmeyer, and my desire to perfect my skills. The story continues as I began to make kilts for more and more customers, ending where I am now, with a business that encompasses bespoke kilts, kilt accessories like socks and sporrans, Scottish jewelry, and other specialized items. In order to make a success of this, I have had to develop a philosophy and an approach to everything I do. This is what I would like to share with you now.
- I actually do care whether people are happy with their kilt purchase, and I will do whatever is necessary to make it fit to their satisfaction. This includes moving buckles and straps, re-hemming, or whatever needs to be done. It’s all part of my fit guarantee.
- I try to give people a realistic time frame for the completion of their order. there is nothing worse (from my point of view) than getting a nasty email demanding delivery of an order, so I do everything in my power to get things out by the promised date. There are occasional delays caused by fabric being temporarily unavailable, but I notify people about this.
- I try to respond to communications promptly. This is something that I expect when I contact a business, so I hold myself to that standard.
- I try to provide advice when asked about other components for customers’ outfits, and I keep a list of suppliers of items that I do not carry. I can’t do it all, so this is an essential part of the service I provide.
- Last, but not least, I try to be polite and welcoming to everyone. People are coming to my home, so I treat them as guests.
I get a great deal of pleasure from seeing my kilts out and about, and this is part of what motivates me to keep going, even with sore fingers and a stiff neck from too much sewing. I can only hope that my customers continue to be happy with their purchases- that’s what it’s all about.