We do things a little differently at Alice & Blair, particularly when it comes to customer service...
Typically, customer service means showing the customer how important he or she is to you and the business by interacting with he or she in a friendly- helpful and positive way. ... Good customer service means meeting expectations- but excellent customer service means exceeding them. Unfortunately a lot of businesses don't seem to be able to get this right or perhaps they just don't care?
We honestly don't go out of our way to aim for excellent customer service. We simply view personal interactions with our customers as an extension of the openness and kindness we would want to be treated ourselves in everyday life. It's honestly that simple!
Without even realising we had done anything special we received a lovely email from one of our customers thanking us for helping her reach a solution after something wasn't quite right with her order. Furthermore, she had shared her positive experience with her friends and family for which we unexpectedly ended up up featuring in her mum's blog! How cool is that?! (www.trish-trash.com)
"I think, perhaps, the fervent interest in designer headbands may have been sparked by the Duchess of Cambridge who, last year, often favoured one instead of a hat. Comfortable, so pretty and no ‘hat hair’! Inspired, Becca found a beautiful blue velvet one, encrusted with Swarovski crystals, in Anthropologie – an Alice & Blair design. Yes, they can be found in exclusive stores, too, as detailed on the website. Her go-to statement piece, it lifts any outfit – casual or otherwise – and is subject to compliments galore. Surely reason to purchase another?
She chose a black velvet one, this time, encrusted with pearls and it arrived beautifully packaged in its own black Alice & Blair pouch. It’s the little details … Disappointed to discover it was too wide, she contacted the family-run company by phone, speaking to James who couldn’t have been more helpful; in fact, he sent her a video demonstrating how to tighten said headband. Successful, up to a point, Becca being Becca decided she needed to be able to compare so … back to James who, no questions asked, immediately sent her out another one. Amazing! I was so impressed. James doesn’t know Becca from Adam but, having chatted to her on the phone, he used his own judgement offering the personal touch – and there’s the difference. A family-run business prepared to invest in each customer ensuring a return of positive feedback. It’s a win-win."
Thanks for bringing us a little spoonful of joy Becca and Trish!