One of the things we strive for at Freddy&Ma is to always offer the best possible service to our clients. I have always felt that whenever handling a customer service issue, we should do exactly what we would want a company to do for us if we were the client. This sounds easy, but it can be quite stressful at times.
We recently had an issue where a bag was ordered and shipped with a slight defect that had somehow made it through our customer service radar.
Once notified of the problem, we offered to rebuild a replacement bag for the customer and because it would take a few weeks to have the new custom bag made, they could use the defective bag (it had a small smudge mark on it) until the new bag arrived.
The day before the new bag was supposed to ship, a problem occurred in the final steps of production and the bag had to be scraped. So we had to call our client and tell them it was going to be another few weeks, but to make it up to them we gave them a F&M gift certificate to use on another bag or give to a friend. The new bag finally made it through production and we shipped overnight to the client along with a return label so that we could get the defective back. By the time we had made the new bag TWICE and paid for the extra shipping costs and sent out the gift certificate we probably lost a little bit of money on the order. But hopefully the client will be happy with the way we handled the situation and maybe recommend us to a friend, buy another bag from us at some point or, most importantly, not have any reason to negatively recommend Freddy&Ma to anyone. I read somewhere that one bad recommendation will spread to as many people as 100 good recommendations. If that is true, that makes the costs of handling customer service issues in the best way we can well worth the effort!
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