While we’ve been in business for many years, we’re not one of the “big guys”…and we’re totally fine with that! Because we are a small, niche retailer, we can go one (or two) steps beyond what the Big Guys can, especially in Customer Service.
This was evident when we were contacted over the Labor Day weekend by a new customer. We had our office closed on Sunday and Monday, but out of habit we were still checking the phone and email. A customer desperately wanted to talk to someone and we got connected early Tuesday morning.
Her son is going to his last Homecoming dance as a High School student. Every other dance she has gotten him a Jerry Garcia Tie. Her three questions were:
1) Are your Jerry Garcia ties the real deal? (Yes)
2) Is it the same tie that the other tie company is showing (at a much higher price)? (Yes)
3) Can you guarantee when you will ship it out – the other guys couldn’t (Yes)
I felt for her because I also have a son, not much older. I know what it’s like to want to make that special occassion better, by looking put-together with an awesome tie that matches the date’s dress.
I also felt for her because I am also that consumer who wants direct replies to my questions, is cost-concious, and feels better with a human connection in scenarios such as this.
The tie is on it’s way. We’ve done our part, and hope the USPS does it part and gets it to her by Friday. We look forward to seeing pictures!