Recently I sold a set for another Sydney, finished it up so beautifully and USPS lost it (insert big sad tears). This happened one time in the past when they lost 2 outfits with NO insurance. I refunded my customer 100% and took the lost. I require insurance on custom sets now because it sucks x2 when you consider the $$ lost & the WORK!
Anyhow- I shipped it 12/17- it got to Maine on 12/19 and there begins the mystery. The USPS is lame and I don't even think they looked for it once I mentioned it had insurance. After WEEKS they were like 'just process your claim' and I was like JUST FIND MY PACKAGE! Seriously, how can it just disappear?? Anyhow after 6 weeks I conceded - processed the claim - and got my check. Still very upsetting but now I realize what AMAZING customers I have... read on:
I continued to update my client of the happenings and she was beyond understanding. Here I'm livid and frustrated and she's like 'give it a few weeks sometimes things get lost' (note to self: it's not the end of the world). Anyhow, after keeping her up-to-date she says - don't refund me just make me 'whatever you want' for this spring/summer = LOVE HER already.
I shipped it and crossed my fingers and toes for her to receive it this time. Nervous it wouldn't arrive but more nervous that her version of 'whatever' is something she would like! So I get her e-mail, yes it made it to her safely- PHEW! but now for the best part...
"Thank you so so much! It is gorgeous and so so "Sydney!" Sydney already asked to wear it, unfortunately it is about 32 degrees out and we still have snow. I really hope to order from you again. Do you plan to still sell on Ebay? Please let me know, as I am super impressed with your design, quality and most of all your customer service. Thank you so much!"
WOW! Can you believe how sweet she is... So patient and understanding! I realize that people often react to how they were treated and it's not what 'happened' but how they felt that leaves a lasting impression.
Here is an e-mail I got today from a dear return customer who recently bought lots of resells and placed an order for a custom set:
"I cannot thank you enough for the FABULOUS kitty set, Maddy LOVES it... and my hubby thinks it is super cute! I wanted to say thank you, you are so sweet and I just love working & chatting with you. You are so talented and I look forward to more of your TOO LOVELY designs."
So I'm gushing happiness this week! I love what I do but even more excited to hear that others appreciate and value the time and energy that goes into a TLD set. I'm always honored that Moms choose to dress there little ones in my designs! I'm feeling a little customer appreciation launch coming on...
Have a fabulous & productive week!!