Gold Customer Service

Posted on: 17/07/2011

I was kicking myself. I was so cross. I’d sent a 45cm standard lampshade in June Song Tea to Lesley in Richmond, but I’d used a terrible box. Upon opening, Lesley found the shade to be completely crumpled. Oh no! Stupid, silly me. Of course, I offered to replace the shade for like or to issue a refund. After a bit, Lesley actually decided that she loved the shade so much she still wanted it, but she wanted an even bigger one at 50cm! It was a challenge – my biggest shade to date and I was very nervous making it. So nervous that I botched the first attempt. I lost a load of Selopar. Yet, in the process of rectifying my mistake I learnt the best, neatest, most efficient way to successfully navigate that tricky additional seam on the large shades.

Lesley and I had some late-night email exchanges where we worked out a way of getting the shade to her – on her way home to Richmond from Wales, Lesley and her husband took their normal stop at Gordano Motorway Services where I met them for the handover. With a crumpled lampshade sitting on top of their car, I  could not miss them. Lesley was delighted with her new shade and it was a real pleasure for me to meet such lovely customers.

I learnt four valuable lessons:

  1. Don’t take chances with postage
  2. Create seam and fabric length before applying Selopar
  3. Solutions can be found using open and honest communication
  4. Running your own business is nerve-racking!

Yes, I lost some money. But I gained a chunk of confidence. Job done.

Here’s what Lesley said:

Our feet haven’t touched the ground since we got home but have thought once or twice that asap I’d let you know that the shade is a huge success.  When I have a spare moment I’ll take a photo and send it to you.  It’s now the fulfilment of my imagination – I love it!  Thank you so much.

Regards and appreciation

Lesley x

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