The Wrong Trousers but The Right Customer Service

I've just had a great customer experience in a shop about 2 minutes walk from our office in Edgbaston, Birmingham.

Like many principals running their own dental practice we're looking for ways to improve our clients experience of working with us, and the service I've just had this afternoon proves it's worth that extra effort.

I bought some trousers about 12 months ago from Vijays - http://www.designerclothingbirmingham.com/pages.php?page=home that I've hardly worn since I bought them as the first time I washed them the colour streaked and they just weren't smart enough.

Anyway I popped into Vijays last week looking for a winter jacket, explained the streaking issue with the trousers and they immediately offered to replace them, having of course offered me a coffee first! I went in this afternoon and sure enough they exchanged them for a lovely new pair.

Not only that but when the owner of the shop pulled the trousers off the rack, and picked my exact size - not sure how he knew that but it was exactly the same as the first pair. They then offered to take them up, all at no charge.

So I was helpless when he suggested I really needed a new belt to go with the trousers and a smart brown shirt to go aswell. I finally walked out with all of them ... and the winter jacket I went in for in the first place.

Now I'll probably never know if they'll get the manufacturer to replace those streaked trousers, with no receipt don't forget, but I'm sure they made up for the gesture - not least of which I'm writing about them now and will no doubt tell many more people in the future.

They do apparently have a few dentists as clients already, so perhaps one day we can all meet up there, have a glass of champagne and learn from the masters how to look after your clients....!