Customer Service!

We've only recently returned from yet another epic road trip-- this one was loaded with adventures and firsts for me; but that's another post for another day.  Today I want to focus on customer service; you know, that concept that we all want to experience on the positive end but usually don't respond to unless it is negative. Sadly, there are many too many bad customer service experiences anymore!  This is a different story, it's all good; this story is what the definition of excellent customer service is all about. While we were away I shopped for fabric for Gregory's Quilt* at each and every quilt shop along the way (there were many!). On the 17th of August we found ourselves driving across Kansas and stopped in Hays at Quilt Cottage Co. Here I found two pieces of fabric to add to my collection for this project (the plaid pictured in the large triangles of those shaded 4-patch blocks, and the dark green triangles of those flying geese-to-be units). When we returned home a week ago I began cutting out the quilt and piecing all the sub-units for the main blocks. Somehow, I mis-cut over half of the large triangles for those shaded 4-patches, instead I had erroneously cut up that pretty plaid fabric into the smaller triangles needed for the flying geese! (Who, ME???) I wasn't in a total panic; not yet. I kept thinking that maybe I had enough and that I had caught my mistake in the nick of time. That did not prove to be the case. I recalled being in that shop where the fabric was purchased and remembered being asked at the time if I wanted to register my email address with them, just in case I needed to contact them for more fabric after I returned home. Of course, I declined; no, that never happens to me! (ARRGGH!) When the seriousness of my error became apparent, the day before yesterday, I was left with no identifying characteristics of this fabric (I had cut off and discarded the selvages the week before, they were long gone!) other than a photo. I also had the business card from the shop. I Facebook messaged the photo to the shop and called them on the phone (dialing was difficult with my fingers crossed!) at the same time, hoping against hope that they still had some. Kari, one of the owners, answered. As I described my situation she simultaneously looked up the photograph and asked if I had registered my email address with them. "No", I replied, "I didn't see the need at the time"; we both laughed. She was quickly and efficiently able to locate the fabric there in their shop, and find my purchase too, through their electronic inventory system. She cheerfully told me that she would be happy to cut the yardage that day and get it in the mail as soon as she could. I was grateful and relieved (plus, I ordered a little bit more than in needed, just in case!), I assured Kari that she had just saved my life! A few minutes later she FB messaged me to let me know that it was already being mailed. Wow! Just WOW!! Is that the epitome of customer service or what? Isn't this what every Quilt Shop, every store, every business, should strive for? Yes, of course it is! And to that end-- from now on, whenever I encounter EXCELLENT customer service I am going to publicize it. I will make it a point to let the business know and all of my friends too. Top-notch service deserves all the recognition that it can get. Join me. Where have you received service that is above-and-beyond? Let's promote those positive experiences!

*So, back to Gregory's Quilt. I blogged about it here back in February. At that time I was planning to make it totally scrappy with blues, greens and tans. As time wore on I realized that I couldn't cobble together enough scraps to make this look at all planned or cohesive. I recognized the fact that even for someone as addicted to scraps, and in love with multi-fabric quilts, as I am; there came a point where it was okay to give myself permission to go shopping (away from my bins) for what I needed (plus, there will be left-overs, which means-- MORE SCRAPS!).

Now, all of the blocks will look like they do in this layout; with natural-colored linen sashing between the blocks and blue cornerstones. This will be his bed quilt. 

Because this quilt, his Picture Play quilt that has been on his bed for the past five years, is growing threadbare and wearing out. It is currently undergoing binding replacement at Chez Goddneedle. You can see the new fabric for the binding folded over the top in this photo. Nothing, not one thing, gives this quiltmaker more joy than knowing that a quilt is well-worn and well-loved.💗

It's why I quilt.

Life is Good!

Simple Truths

The ongoing travelogue is temporarily interrupted by a three minute video clip.

Gee, I know you're disappointed!

Believe me, this was the top three minutes I spent yesterday! It's this Simple Truth that reminds me of a rhyme learned in my childhood:

"Open your heart, open your mind,

look for the best and that's what you'll find."

Inspiration can be found every day and everywhere; the truth is this: the simplest acts of giving are those that can have the most profound consequences.

Life is Good!

The Mouse and The Memory Stick

I was summoned to the basement workshop this morning via an urgent shout, the kind of shout I dread, it rang out carrying the tone that I associate with injury. I flew down the steps to (thankfully!) find my husband smiling victoriously, his foot planted on the bottom of an inverted corrugated cardboard box. "I have a mouse," he announced, "help me find something to slide under the box so that I can move him outside". Once I had regained my breath and was able to analyze the situation, I knew I had just the thing; quilters are always prepared! I brought him a sheet of template plastic, it did the trick; slipped right under the box and contained the "guest" for transport. The mouse has been granted his freedom once again, he must have come in when the garage door was open and was as happy to be back outside as we were to have him there! Hannes was highly insulted that he wasn't called upon as the resident expert; after all, that kind of hide and seek is exactly what God created him to do! " Mouse? Let me at him... I'll find the mouse... I'll get him... I've got the nose for it... Where'd he go? Hey, where'd he go?..."

I had an e-mail from Sony this morning. The memory card for my camera has been received at their repair center and they contacted me with a replacement/repair estimate that exceeds the cost of a new one! I've been given a toll free number to call with my credit card so that they can appropriately charge me and send the replacement. I don't think so! My camera was a Christmas gift, I've had it not even seven months! The card became defective a few weeks ago and I called Sony service. The tech-help guy assured me (during a one hour ,YES!, telephone conversation) that I was eligible for a free(!) replacement and proceeded to list the steps that I needed to take for service to receive the free card. I followed them, every one, in order. Now this. Arrggh! Why, I ask, would I have taken all these steps and mailed the defective card, at my own expense, only to receive an estimate that's higher than purchasing a new one? That's just crazy.

My husband offered to intervene, he said he'd gladly call and talk to the repair center for me.
Wow, that's nice! It's wonderful having my husband at home... first the mouse, and now this.
Update: After another HOUR on the telephone, with three different individuals, Sony has agreed that the memory card was under warranty and will replace it at "no cost" to us!

Customer Service, gotta love it...
Life is Good!

Customer Service

I heard that Phil didn't see his shadow and that spring is on the way. Has winter ended? Well, January has at any rate, and it's time to put away my "winter" dishes. I refrain from calling them Christmas dishes because I choose to use them not only in December but clear through the month of January. The pattern is a primitive one of snow scenes, as you can see. I'm crazy about these plates, cups and saucers, but I love the story behind how I came to have them even more.

As some of you who read my blog know, we lived in Europe ten years ago. One day I was cruising around the local department store and spotted these dishes on display. I loved them, they reminded me of Grandma Moses! I picked up a brochure that was lying on the table near the display, learned that they were manufactured by Villeroy and Boch, and brought it home to show my husband. He feigned the proper amount of casual interest and suggested this might be a good idea for sometime in the future. I forgot about them and many months later found out that the pattern had been discontinued. That always seems to happen to me, so I can't say I was surprised, disappointed, yes; but surprised, no. Unbeknownst to me, around the same time, my husband learned the same thing. Back then he traveled frequently to Trier, Germany for business and one of his colleagues informed him that the V&B manufacturing facility was in nearby Mettlach, just a short drive from Trier; they may have these pieces for sale in their outlet there. My husband drove there, he checked, no such luck... but, even better, they told him if he wanted them they would "run them" as they still had the printing pattern available! There was a catch though, he had to purchase the entire set! Right then. We hadn't discussed this ahead of time as he wanted it to be a surprise, and he's not one to purchase things impulsively, but he told them: (I'm sure hesitantly) "Alright, go ahead". And so, they did!

I still can't begin to imagine this ever being done here, I have never encountered this level of customer service. Heck, it's hard enough to convince a store employee to check "in the back", or even to pretend to; let alone find someone who would ask... "Oh, is that what you want? No, we don't have it but we could make it for you"! But, I've digressed with my editorializing, back to the story...

I was home in the U.S. visiting friends and family when all of this occurred. I arrived back a few weeks later to find the entire dining room table spread out with this amazing array of dishes... tea pot and coffee pot, cups, saucers and mugs, serving pieces and tray... along with the customary plates and bowls! Yes, to say the least, I WAS surprised! Apparently, the way it's been related to me, Villeroy and Boch phoned him when they'd completed his "order" and he drove up there from our home in Geneva on a Saturday to get them. I'm absolutely sure this wasn't a huge sacrifice on his part...let's just say that the beckoning call of the Autobahn held a unique appeal of its own!

Life is Good!