Dillards, a new suit, and a very intersting customer service story

[Brad Johnson]

I have a Ralph Lauren suit from Dillard's that has a problem with poor seam quality.  It's been back twice to get unraveled seams stiched up, which the story gladly took care of at no cost.  This morning I pulled the suit off the hanger to discover the lining was hanging off on one side.  I wasn't upset, just exasperated so I sent a very nicely worded note to Dillard's corporate customer service letting them know the particulars of the problem, and that I would continue to shop there, just not for suits.  Within an hour I got a call from the store's menswear manager asking me to please come in and let them see what they could do to make it right.  Okay, sounds good to me.  I could use a couple more shirts and their Roundtree and York store brand fit and wear well for me.

I get to the store this afternoon and I darn near had to beat back the staff with a stick.  The men's suits department manager, the tailored menswear manager, and the store GM all showed up and, without me saying a word, said they would like to make it right by not only pulling my suit down to the seams and completely re-stitching it, they would like to compensate me for the inconvenience by providing another suite at no charge.  Now THAT is customer service!

But here's the best part....

There were a group of stiff-suited types milling around with clipboards.  Corporate visit.  I've had many, and it's not hard to spot.  Since I make it a point to say good things to the big bosses when employees do an especially good job, I approached the group and asked the first person I came to if I could speak to them a moment about their employees' stellar customer service, and how good a reflection it was on Dillard's.  A older gentleman from the back of the group stepped up and said, "Bill Dillard, how can I help you?"  This wasn't just a corporate visit.  This was THE corporate visit.

Wow!!   

Well, hey, if you're gonna say something nice about the store staff, why not get to say it to the man who's name is on the sign!    Mr. Dillard was congenial, pleasant, and very cordial, and I'm sure he liked hearing good things about his store.  It probably doesn't hurt the staff's feelings, either.  I remember when I worked for Tandy Corp and one of my customers dressed down a division manager for chastising me while the customer was there.  After the customer left the DV came up, apologized, and said with a grin and a wink "Dust a little better, but other than that don't change a thing."  Kinda nice to be on the other side of that equation this time.

Brad

[Waitone]

i wonder if the customer response you experienced was somehow related to Bill Dillard standing in the background.  For the record, Dillard's does real good in men's clothing, particularly tall man sizes.  They've always treated me right.

[Brad Johnson]

i wonder if the customer response you experienced was somehow related to Bill Dillard standing in the background.

I'm sure it was.  I'm not griping.  

Brad

[AZRedhawk44]

i wonder if the customer response you experienced was somehow related to Bill Dillard standing in the background.  For the record, Dillard's does real good in men's clothing, particularly tall man sizes.  They've always treated me right.

Good to know.

I almost had to go to London recently, and dodged that bullet by some crafty programming.

But if I went, I would have had to lay out about $1000 in appropriate clothing.  I've let my business wardrobe completely slip in my last few years of enjoying the work-at-home environment.  Big difference between the American telecommuting wardrobe and the London legal/banking industry wardrobe.  I'll keep them in mind, since I find that most places cater to the 5'10" overweight American male and have difficulty with an athletically fit but lean 6'2" male.

[Monkeyleg]

That is truly impressive. I haven't checked that store out yet, but will now.

[Waitone]

I've found only two stores I can walk into and find a wide variety of clothing that fits me.  Dillards is one; Mens Wearhouse is the other.

[slugcatcher]

For a retail chain they really do a really good job.  I've always had good service when dealing with them.  Always helpful and almost always very knowledgable as fas as to how a suit should fit.

[Fly320s]

That is truly impressive. I haven't checked that store out yet, but will now.

You haven't been to Dillard's?  I think they are a national department store.

[Monkeyleg]

There weren't any Dillards stores in Milwaukee, and I haven't really gone shopping for clothes since I moved here to AL. (Slim-fitting black denim pants are only found at western wear stores ).

[charby]

(Slim-fitting black denim pants are only found at western wear stores ).

and where the Hipsters shop.

[MillCreek]

You haven't been to Dillard's?  I think they are a national department store.

They are not in Washington or Oregon.

[TechMan]

http://www.dillards.com/webapp/wcs/stores/servlet/StoreLocatorView?storeId=301&catalogId=301&langId=-1&cm_sp=EspotFooterBar-_-StoreLocator-_-TextLink0212

[charby]

Dillard's store brand button up shirts wear like iron. I have a few that have been worn a lot that are 7 years old and just starting to fray on the cuff and collars.

[tokugawa]

What is this "suit"? 

[K Frame]

Even more interesting, considering that Dillards was just named one of the worst places to work in the United States...

http://finance.yahoo.com/news/america%E2%80%99s-worst-companies-to-work-for-152240719.html?page=3

[Balog]

Even more interesting, considering that Dillards was just named one of the worst places to work in the United States...

http://finance.yahoo.com/news/america%E2%80%99s-worst-companies-to-work-for-152240719.html?page=3

My wife used to work for a company named "One of the best places to work in Local Area!" Absolutely horrid place, almost universally hated by the employees. I don't put much stock in those sort of stories. especially for retail stores. No one likes working retail anyway.

[K Frame]

"I don't put much stock in those sort of stories."

Neither do I.

My company is not on the list.