We’ve had some pretty wild adventures in customer service since we opened 3 years ago. Sometimes we feel we never know what is going to happen next so we are very lucky that most of our customers are wonderful. Last week, we received some spontaneous praise before a customer tried the product:
Murphy’s Law: Find out what I have needed all my bra wearing life at 71 years old
Since I know how well it works, I know she’s going to be happy with our product once she receives it. She even promised to spread the word to her fellow “top-heavy grandmas”. We’re grateful to every one of you that shares your opinion of The Strap Saver. (assuming it’s good, of course! Just kidding, mostly. If you have negative feedback, we hope you’ll tell us so that we can make improvements.)
We’ve had customers let us know that their experience was less than stellar, as well. Andrea let us know that The Strap Saver wasn’t working for her. The conversation lead to the introduction of a new version of the product. It serves another segment of the strap-wearing public and we love it. The 1” Black Extra-Strength Strap Saver is one of our top sellers.
There have been some other, harder to solve mishaps. We have one package sent priority that has been bouncing around Canada since the middle of July. We’re not sure where it is currently. Once we realized it was lost, we refunded the priority shipping immediately and re-sent her order regular mail. If the first package ever arrives (I have my doubts), it’s hers to keep. I’ll also file a claim with the post office in another week. (the joys of owning a business, endless paperwork!)
Our first goal with customers who contact us with an issue is to troubleshoot. Typically, the problem is installation and we’ve found ways to help. We’ve exchanged photos, talked on the phone and offered video chats. So far, no one has taken us up on that!
The Strap Saver doesn’t always work for the intended application. Sometimes the straps are too thick or the customer doesn’t like how it looks. In those cases, the customer returns the product and we issue them a refund. It’s not our favorite end to the story, and luckily it’s a very small amount, but our #1 goal is to make the customer happy. Maybe The Strap Saver didn’t work for them, but we know it’s a quality product, so hopefully they will buy it or recommend it to a friend in a different scenario.
Luckily, when problems do arise, most of our customers are understanding. I think it’s because we operate by the golden rule1. I think about how I would want a company to treat me and act accordingly. We ship 90% of orders the next day. We try to respond to all questions and concerns within 24 hours (often less). I think we’ve received as many compliments on our service as we have on our product.
Your call IS very important to us. As is your text (914.266.2349). Or any time that you contact us via email. Please, continue to let us know how you’re doing or if we can improve The Strap Saver for you in any way. If you’re not happy, we’re not happy. It’s as simple as that.
1no, not she who has the gold makes the rules, but if we ever get the gold, we’re certainly making “do unto others…” the rule!