Back in late July, I ordered a pair of olive slim fit Dalton chinos from Jack Donnelly, knowing they were on backorder. At the time of my purchase, I was given a Sept. 15 delivery date - no problem.
Well, Sept. 15 came and went, and since I was busy, I kept forgetting to send a note and check in on the order.
The other day, I received a personal email from Gregg, apologizing for and explaining the reasons behind the delay (a revamp of the fit, by the way).
Now, most retailers would stop here while some might offer a discount on future purchases. Gregg went well beyond that - he comped my order entirely. I'm presuming every order for a company the size of Jack Donnelly matters a great deal, so losing revenue on an order has an impact. However, Gregg's desire to make sure that the company is not only known for having a great product but also a strong commitment to personalized customer service won out over short term bottom line impact. Action like this will result in long term customers that not only buy more product, but also trumpet on behalf of the company.
So, thank you Gregg for the efforts. You've turned a sour experience in to something sweet.
Kudos to Jack Donnelly
Well, Sept. 15 came and went, and since I was busy, I kept forgetting to send a note and check in on the order.
The other day, I received a personal email from Gregg, apologizing for and explaining the reasons behind the delay (a revamp of the fit, by the way).
Now, most retailers would stop here while some might offer a discount on future purchases. Gregg went well beyond that - he comped my order entirely. I'm presuming every order for a company the size of Jack Donnelly matters a great deal, so losing revenue on an order has an impact. However, Gregg's desire to make sure that the company is not only known for having a great product but also a strong commitment to personalized customer service won out over short term bottom line impact. Action like this will result in long term customers that not only buy more product, but also trumpet on behalf of the company.
So, thank you Gregg for the efforts. You've turned a sour experience in to something sweet.
0 commentaires:
Enregistrer un commentaire