Unhappy customer
Just trying to get my little millinery business up and running and am seeking some advice re a complaint. A customer purchased a wool felt fedora style approx 6 months ago and has now complained that it has faded. She also said that she had trouble with the wire in the brim bending. She did go on to say she is quite rough with her hats. I'd just appreciate to know how others deal with complaints. This is one area in which I do not feel comfortable. Thank you.
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Replies to This Discussion
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Permalink Reply by Susan Poirier
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Hello,
I have been making hats for about 8 yrs but I have not opened my business officially as yet. However, I have given much thought to how I would handle complaints. My plan is to make sure that all hats are put in an appropriate hat box. Also, I would insert a card with specific details on the care of the hat including that the hat should be placed in the box when not in use and not placed where it is exposed to direct sunlight for any length of time. We know that wool and fur felt hats and the embellishments on all hats will fade if in direct sunlight. I would place a small bag with lavender inside each box so as to protect the wool and fur felt hats from moths. This information would be on the card placed in the box and reviewed in person with the client, if possible. I know that many hats are purchased from a website and mailed to the client so that may not be possible. Now, this info will not help you with this customer but she has already admitted that she does not take care of hats. I would ask her if the hat was kept in the sunlight for an extended period of time. The problem with the brim wire I am sure has something to do with her mishandling the hat. I am not sure if this is helpful but I do think that information regarding protecting the hat has to be discussed when the hat is purchased. I wish you the best when it comes to handling this client.
Susan Poirier
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Permalink Reply by Elaine Mergard
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You are so correct Susan re fading of hats. To fade that much in 6 months it must have sat in sun for prolonged time. Brilliant suggestion re lavender :) In business as much as we strive to offer customer service to best of our ability we have to accept the fact that you can not please 100% of people 100% of the time. We must not take it personally & if the customer does not return we need to say "next please" The idea of a note in with hat re storage and handling is best solution so their rough handling is dealt with. Best Wishes E xx
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Thanks Elaine. I still have a bit to learn re managing customers. I will include a how to care note in the future.
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Thanks for your suggestions. I will include a note re hat care and I probably need to toughen up a bit and not take it too personally.
