As promised, my email exchange with Mickey on the cheetah skirt:
I tease, but he is one impressive man - I got an email back within 10 MINUTES.
That is a yardstick of customer service at the top that is hard to duplicate!
Have a happy Thursday and stay safe out there!
From: wmm [mailto:sydforry@hotmail.com]
Sent: Monday, October 15, 2012 6:07 PM
To: Millard Drexler
Subject: Pictures on Website
Sent: Monday, October 15, 2012 6:07 PM
To: Millard Drexler
Subject: Pictures on Website
Hello Mickey,
Huge fan of you and your stores.
But I have a very serious favour/request. The pictures on the website are almost universally NOT reflective of what the item will look like in real life. I don't mind the artsy display, but a photo of it in real life would be a great gift to your loyal customers.
A case in point:
The Collection Cheetah Brocade Pencil Skirt. The picture on the website:
What I got:
Now fortunately for you and I, I am the kind of woman who can rock such a shiny golden skirt:
But honestly, there are many who could not. I was expecting something very different based on the picture above and while I liked the final version okay, I did not love it like I loved what you had on the web site. I thought of sending it back, but did not, but sending things back costs you and I money and neither of us likes that.
So, advice from someone who sends you a lot of money each month - tell your staff to take pictures that actually show what the item is like. Please, please, please!
Many thanks for your consideration.
The response:
Huge fan of you and your stores.
But I have a very serious favour/request. The pictures on the website are almost universally NOT reflective of what the item will look like in real life. I don't mind the artsy display, but a photo of it in real life would be a great gift to your loyal customers.
A case in point:
The Collection Cheetah Brocade Pencil Skirt. The picture on the website:
What I got:
Now fortunately for you and I, I am the kind of woman who can rock such a shiny golden skirt:
But honestly, there are many who could not. I was expecting something very different based on the picture above and while I liked the final version okay, I did not love it like I loved what you had on the web site. I thought of sending it back, but did not, but sending things back costs you and I money and neither of us likes that.
So, advice from someone who sends you a lot of money each month - tell your staff to take pictures that actually show what the item is like. Please, please, please!
Many thanks for your consideration.
The response:
Hi Wendy – so thanks for your e-mail and see exactly what you mean :) – I guess they took the shiny out of the picture – let me see if we can figure out a way to help out –
I’m going to copy Brittany on this who will be in touch – and if you’re not happy with the skirt please send it back and of course we’ll pay for it, etc. – sorry about the hassle –
Best,
Mickey
Mickey and I went on to exchange a couple more email, where I assured him I was keeping the skirt. Then Brittany got involved. She could not have been more helpful. And I getting something in the mail. I really hope it isn't the lamb vest from last year...Seriously... I thought about asking him to bring back the Giverny skirt....
Brittany advised me today that Mickey spoke to the team about my issue today.
Can't you imagine it? Mickey on the loudspeaker:
PEOPLE!! WENDY in CANADA WAS SHOCKED BY THE SKIRT WE SENT HER!!! LOOK AT THIS POOR GIRL! (at this point, he hits "forward' and all JCrew staff receive my picture. There is either much gasping or gaping...
PEOPLE! LOOK AT THOSE SPINDLY LEGS! SHE WAS LOOKING FOR A TOUCH OF GOSSAMER TASTE. YOU TOOK THE SHINY OUT! MAKE SURE YOU SHOW THE SHINY! HOW WILL WE SHOW THE SHINY?????
Jenna, Tom and Gayle huddle in corner, conferring:
Jenna: why couldn't she see how gold it was? If she had these big glasses, she would be able to see..
Tom: I think I need to make more skirts, just like this one...
Gayle: why isn't she wearing polka dots and rain boots with this skirt? I'm going to give her a call.
Yup - that's what happened. exactly what happened. Will keep you posted and look for the lamb vest soon
Brittany advised me today that Mickey spoke to the team about my issue today.
Can't you imagine it? Mickey on the loudspeaker:
PEOPLE!! WENDY in CANADA WAS SHOCKED BY THE SKIRT WE SENT HER!!! LOOK AT THIS POOR GIRL! (at this point, he hits "forward' and all JCrew staff receive my picture. There is either much gasping or gaping...
PEOPLE! LOOK AT THOSE SPINDLY LEGS! SHE WAS LOOKING FOR A TOUCH OF GOSSAMER TASTE. YOU TOOK THE SHINY OUT! MAKE SURE YOU SHOW THE SHINY! HOW WILL WE SHOW THE SHINY?????
Jenna, Tom and Gayle huddle in corner, conferring:
Jenna: why couldn't she see how gold it was? If she had these big glasses, she would be able to see..
Tom: I think I need to make more skirts, just like this one...
Gayle: why isn't she wearing polka dots and rain boots with this skirt? I'm going to give her a call.
Yup - that's what happened. exactly what happened. Will keep you posted and look for the lamb vest soon
I tease, but he is one impressive man - I got an email back within 10 MINUTES.
That is a yardstick of customer service at the top that is hard to duplicate!
Have a happy Thursday and stay safe out there!
