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!!
![shocked :O](http://www.armedpolitesociety.com/Smileys/default/shocked.gif)
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!
![smiley =)](http://www.armedpolitesociety.com/Smileys/default/smiley.gif)
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