It started as an unfortunate event, but ended in honesty and incredible customer service, two things I cannot dis-count.
Two weeks ago I went to gather a few items from the cleaners as they had called and said my habiliments were ready. The garments included a pair of Zanella black and white hounds tooth pants, and 3 button down oxford dress shirts. I have been a customer of this cleaners for approximately 8 years now and have never had any reason to check my clothing upon departure, so I exchanged pleasantries with the ladies behind the counter and headed off home. A week went by and it came time for me to wear the hounds tooth slacks, much to my surprise, they were ruined. I opened my suit bag, removed the pants from the cleaners packaging and froze.
I couldn't believe what I was seeing, my slacks, my go to favorite get me out of a clothing pinch when I need you slacks... not to mention they were probably the most expensive pair I had in my closet. I began to notice the actual hounds tooth pattern was not the same as it had been when I first dropped them off, so I compared the pants to the suit they accompanied, nope, no match. I then noticed the pockets were frayed, the belt loops were undone, the seem along the top of the pants had separated and the lining behind the zipper had been torn completely. I called my wife over and asked her to inspect, she saw all the same problems as I and we agreed, these weren't my pants. Turns out they were!
I called C&R Quality cleaners the next day and spoke briefly to Mrs. Anita. I explained my dilemma and she merely requested I bring them by. I was there the next day!
C&R stated they would inspect the pants, speak with the owner and call me. My qualms were upon me. What was to be the retribution? How do I qualify an appropriate reprisal? If a friend damaged a suit or pants to a suit and the pants were no longer available, do I require him to replace with an appropriate pair of equal value? I plagued myself with these thoughts for a couple of days, then it came to me.
There is a level of responsibility we all take when entrusting our belonging with others. In that, there is a sort of psychology we adopt in knowing our products will be taken care of. If a friends lets me borrow a book and I lose it I would be certain to replace it. If I entrust a pair of $300 pants to a friend and he damages on accident, what then? There are a few ways to look at it, pick your own, but in my present situation with the cleaners, I merely accepted the loss and requested I be treated to an allotted amount services at no cost. I would be lying if I say the cleaners weren't pleasantly surprised with my offer. They called offering a replacement, I declined stating personal responsibility.
The next day I received a phone call from the owner Miles Frank. His words were very apologetic and thankful for my position on the matter. He doubled my service request based on my attitude toward the situation. He was very kind and certainly did not owe me a phone call for any reason. My dealings were with is employees and they had handled the situation with care, I was disappointed in my lose, but very pleased in the resulting customer service.
Life goes on, and lessons are learned. There is a time and a place for the eye for an eye retribution approach, then there are times for understanding and forgiveness.
Two weeks ago I went to gather a few items from the cleaners as they had called and said my habiliments were ready. The garments included a pair of Zanella black and white hounds tooth pants, and 3 button down oxford dress shirts. I have been a customer of this cleaners for approximately 8 years now and have never had any reason to check my clothing upon departure, so I exchanged pleasantries with the ladies behind the counter and headed off home. A week went by and it came time for me to wear the hounds tooth slacks, much to my surprise, they were ruined. I opened my suit bag, removed the pants from the cleaners packaging and froze.
I couldn't believe what I was seeing, my slacks, my go to favorite get me out of a clothing pinch when I need you slacks... not to mention they were probably the most expensive pair I had in my closet. I began to notice the actual hounds tooth pattern was not the same as it had been when I first dropped them off, so I compared the pants to the suit they accompanied, nope, no match. I then noticed the pockets were frayed, the belt loops were undone, the seem along the top of the pants had separated and the lining behind the zipper had been torn completely. I called my wife over and asked her to inspect, she saw all the same problems as I and we agreed, these weren't my pants. Turns out they were!
I called C&R Quality cleaners the next day and spoke briefly to Mrs. Anita. I explained my dilemma and she merely requested I bring them by. I was there the next day!
C&R stated they would inspect the pants, speak with the owner and call me. My qualms were upon me. What was to be the retribution? How do I qualify an appropriate reprisal? If a friend damaged a suit or pants to a suit and the pants were no longer available, do I require him to replace with an appropriate pair of equal value? I plagued myself with these thoughts for a couple of days, then it came to me.
There is a level of responsibility we all take when entrusting our belonging with others. In that, there is a sort of psychology we adopt in knowing our products will be taken care of. If a friends lets me borrow a book and I lose it I would be certain to replace it. If I entrust a pair of $300 pants to a friend and he damages on accident, what then? There are a few ways to look at it, pick your own, but in my present situation with the cleaners, I merely accepted the loss and requested I be treated to an allotted amount services at no cost. I would be lying if I say the cleaners weren't pleasantly surprised with my offer. They called offering a replacement, I declined stating personal responsibility.
The next day I received a phone call from the owner Miles Frank. His words were very apologetic and thankful for my position on the matter. He doubled my service request based on my attitude toward the situation. He was very kind and certainly did not owe me a phone call for any reason. My dealings were with is employees and they had handled the situation with care, I was disappointed in my lose, but very pleased in the resulting customer service.
Life goes on, and lessons are learned. There is a time and a place for the eye for an eye retribution approach, then there are times for understanding and forgiveness.
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