September 5th, 2010 by Peggy Farabaugh
At Vermont Woods Studios we have the privilege of working with some of the best fine furniture makers in the world, so the crafting part of our business is always pretty trouble-free. It's the shipping end of things that presents the biggest challenge.
Our shipper is an award-winning antique furniture specialist. They are the shipper of choice for Sotheby's and Christie's too. Occasionally however, we get a phone call that something has gone awry. That happened last month when Jessica L phoned. There had been a mis-communication between Jessica and our shipper and as a result, this Vermont Made Shaker Buffet was delivered when she was not at home.
Normally the shipper would contact Jessica and return another day, however Jessica's neighbor volunteered to receive the delivery on her behalf– a solution that didn't work out for Jessica. Our job, when something isn't quite right like this is to fix the problem and make sure our customer is happy with the result. Rebecca is our ace problem solver and here's how Jessica described her damage control efforts:
I wanted to write you to thank you for the excellent customer service I received from
I initially wrote to complain that a delivery of a dresser had been
made without notice or my confirmation – since I was not home, the
dresser ended up at my neighbor's. Rebecca immediately emailed me back, and called, with apologies. I had not expected or thought that anything could be done, but Rebecca
arranged for the delivery men to return and move the dresser from my
neighbor's to my apartment. I was so impressed by the attention she gave
the matter, as well as her ability to redress the situation. The
dresser was moved yesterday, without a hitch. Also, the piece I ordered
is absolutely beautiful. I look forward to ordering from Vermont Woods Studio in the future, and my neighbor – who housed the dresser for a
week – also asked for your website info, as he loved the piece.
I don't usually write letters like this, but I don't usually receive
such great service. The true mark of a company is revealed, I think, not
by flawless service, but how problems are addressed. This situation was
addressed with the utmost care, respect, and competency. I truly thank
Rebecca for that.
Thanks Rebecca for all you do for our customers and our business. You are awesome! And thanks Jessica for taking the time out of your busy day to write such a nice note.