Monday, November 5, 2012

Repairs and Returns

At one of my previous companies, I had a quotation from Voltaire on my white board - "Perfect is the enemy of good."  I wrote it there to remind me that the quest to make things perfect can often impede progress on making things better.  In the case of the blog, my desire to write perfect blog posts often keeps me from blogging at all.  I'm going to try to do better.

I'm skipping the subject of Zoe's Babysitters for now and will come back to it when I feel I have the perfect post (ha!)  It seemed like a good time to comment on the wonderful practices of two of Zoe's designers when it comes to repairs.

It is always my desire that my customers be completely delighted with their purchase from Zoe.  And in doing so that means making things right when something isn't of the right quality.  And I'm fortunate to have two suppliers who have the same philosophy.

On Fashion's Night Out, a woman who had been a customer was in the store for the event.  She remarked to me that the pearl from her John Wind Initial Necklace had become discolored and she wasn't sure what to do about it.  In my chaos induced fog, I apologized to her but I didn't offer a solution.  By the next afternoon when I started to recover I thought "Wow - I need to see if I can do something about that."  I contacted John Wind Maximal Art and asked if it would be possible to order a new pearl for her (thinking that I would replace it myself).  Immediately, they told me that if I would send it back, they would repair it themselves at no cost except for my shipping to them!  When I told my customer, she was thrilled!

Within a week and a half, we had a beautiful new pearl on her necklace!  Since then, we've also had them fix a bracelet and another necklace.  I love the fact that they stand by their products.  It certainly increases my loyalty as a retailer.

I have loved carrying the Chan Luu Wrap Bracelets, Scarves and Ready to Wear from the first day I opened the store.  The bracelets are all so unique and beautiful although the various combinations can end up being expensive, depending on the semi-precious stones, gold/silver content, and crystals.  But with that added expense comes a guarantee.  And I can tell you about it first hand!

I can always be found wearing my Chan Luu Hematite wrap bracelet.  In fact, wearing it in the store became my best selling point.  I had to always keep one for sale because people would see mine and want to buy it!  I wore it day in and day out for about a year and half.  One evening after arriving home from the store, I was watering a plant that we have on top of our refrigerator.  As I brought my arm down, I heard something hit the floor.  At first, I thought I had knocked something off the refrigerator but when my cat Lotus went to investigate, I realized I had lost one of the hematite beads from the bracelet.  And Lotus thought it was something to eat!

I rescued the bead and took it and the bracelet to the store the next day.  An email to Chan Luu customer service was greeted with a return authorization and instructions/expectations on the repair.  I sent it off right away, with the only cost to me being the shipping for a small USPS Priority Mail box!  I'm currently waiting to receive it back but should have it within the month.  Knowing that Chan stands behind her workmanship like that makes me proud to carry her line.

Next up:  Trick or Treat!

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