That's Service

Some time ago, in my post dated 6 July 2005, I wrote about double bass padded bags that did not fit.

Later, I was informed that S**WIN had offered to come down to measure the double basses.

On the recent Wednesday, the personnel from S**WIN came. The boss of S**WIN came down with the delivery man. I am starting to think that good customer service comes when the staff who would come into direct contact with the customers could have more autonomy and decision-making powers. Things were so different when the boss was around. He could actually make the decision on the spot to take back whatever padded bags were not satisfactory and make new ones at no extra charge. That is what I call service.

So it turned out that the boss said we did not measure the double basses in the right way. I guess we have to admit that we aren't professionals when it comes to measuring double basses, even though we are able to play reasonably fine on the double basses.

The only not so good thing is that we would have to wait for another one to two months for the padded bags to be ready. This is because the bags would be shipped. We were advised not to deliver the bags by air freight (the bags will be made in China) for that would cost at least $500 for the air freight alone.

The lesson learnt is that next time when it comes to tailor-making things, please strongly consider getting the help from the supplier to do the measurements. Maybe suppliers could also learn from this and offer to do the measurements.