When Laura and I picked out a promotional item for our business we knew we wanted a particular kind of candle. It needed to look great, smell great and be environmentally friendly. After extensive searching we settled on a personable small soy candle business based out of California, SoyCandles.org.
Recently we ran out of our custom candles and I contacted Claudia Davenport for a re-order. What I love about Claudia is she is so thorough and makes me feel like each order is the only one she is dealing with. She promptly got our canisters and scents together and shipped us our order. Each scent even had a test candle, which is something I never would have considered. Even though it's more product for her, it gives me peace of mind and allows me to enjoy the product, too.
Then Claudia sent me an e-mail alerting me to an issue with one of our scents. She was right in that I didn't feel comfortable in the way the scent was burning off. She asked how I'd like to handle the concern and promptly suggested a similar scent, re-made the candles and sent them to us. I just got them and they are fantastic.
More often than not, there seems to be a tendency to hide when there might be an issue with your product or service. Most employ the tactic, "If they don't bring it up, then don't mention it." However, I tend to feel better when a trusted vendor alerts me to an issue beforehand rather than waiting for me to figure it out. Building a relationship of trust with your clients is key. By being open & honest with them, it will go a long way in building customer loyalty. Thank you Claudia at SoyCandles.org for this great reminder!
Comments