NICE: Brian Davis, who owns more Tory Burch flats, than anyone I know, has nothing but good things to say about the service he has received at Tory Burch boutiques in Calgary, Alberta and Scottsdale, Arizona. Brian has taken the time to develop a relationship with the sales associates at these stores and that is why he is successful and happy with the service. He related a recent request he made:
I emailed my contact sales girl at the Calgary TB boutique asking her if she had them (a pair of bright coloured Revas - see the former post on the bright yellow ballet flats) in my size. The reply was: sorry there are none your size in Canada. Oh well, I snooze I lose. The next day I received an email from her again: was I going to Arizona soon because they have my size and she knows I shop at the TB in Scottsdale. No trips planned anytime soon. Again, no big deal. I could have them shipped here but that would cost approx $50. A short time later another email. The manager of the Calgary TB store was going to Scottsdale for a meeting and if I would pre-pay, she would bring them back. Now I called Seleen and we talked. I said, "that is way beyond the level of service I expect and that is too much to ask to have Stephanie, the manager, bring them back" She said "Stephanie doesn't mind, she's standing right beside me and she insists on bringing them back for you."Now, obviously Brian is a good customer and that is the incentive for Seleen and Stephanie when making this particular proposal. A sale is a sale and they both look good. Really I'm not undermining their motivation. In fact, I imagine that if I was in the store at that moment, even if I was a first time customer, they might have done exactly the same for me, all things considered. Circumstances and timing can as easily determine a similar scenario for a "stranger".
It's because Seleen and Stephanie have the personality types and not because of TB customer service protocol. Policies are written, protocol is allegedly enforced but sales staff may or may not carry them out. However, they both sound like nice people who are considerate in all they do, not just because a particular protocol is required. Brian acknowledges that, although he loves the shoe, it is the sales personnel who keep him going back.
Brian too is a nice guy and he sent a thank-you note and a coffee card in appreciation for their efforts. Seleen responded in the following way, even though she didn't have to say thank-you for the thank-you . . .
Thank you so much . . . that was really nice of you . . . There's no need to thank us on our end, that's just what we like to do for our clients . . . Can't wait to see you again in our store!
Salut to Seleen and Stephanie at the TB boutique in Calgary, Alberta, Canada! May we all have the opportunity to have similar customer service experiences.
Coming soon: I have much more to write about customer service, particularly when returning a substandard product . . .
But of course, one more thing, here's Brian wearing his new Tory Burch bright yellow flats at the West Edmonton Mall - nice backdrop!
|Brian Davis wearing the bright yellow TB flats at the West Edmonton Mall.|
Photo source: Brian Davis, Calgary, Alberta, August, 2013.