Back in late August, I bought three suits from Men’s Warehouse over by Park Meadows.
In early September, after taking two of them on a business trip, I brought them back into the store. One I brought in to have pressed. The other I brought in because an outer seam on one leg was tearing out (not torn by a snag or anything, just coming apart).
Well, MW doesn’t actually ever call you, which I find to be odd, especially since they send me all sorts of post cards telling me what a fine customer I am and how happy they were to get my business (which, given the number of dollars I dropped, they ought to be). So I forgot about the suits until my last business trip to California, at which point, scratching my head over what I wasn’t able to find, I realized what the problem was and, the following weekend (last) I went back to claim my suits.
The suit in for pressing? No prob, nice and pressed.
The suit in for fixing?
Hmmmm. Couldn’t find it in back. The manager said he’d check with their outside tailor.
Came back today (to pick up the suit I’d bravely left for tailoring the previous weekend). The suit for pressing was there. The other? They have no idea.
But …
… the manager, after apologizing very nicely and professionally, pulled up my order, and is having a replacement suit shipped. They will call when it arrives, and have me come in for tailoring.
And the guy handled it very nicely (even when I had trouble remembering what the suit looked like), and managed to keep hold of a future customer (me) by dealing with it in a professional, active fashion that didn’t require me to demand, or even request, anything. I was happy with the solution, and will go back there in the future.
Making the customer happy. What a novel idea in today’s business world.