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Being straightforward, proactively, gets you trust and loyalty

I sent my shoes to Allen-Edmonds for recrafting. (It’s their fantastic service where they rebuild your beloved, broken-in shoes as good as new.)

It was taking an unusually long time to get them back.

Then I got this email:

Given the prolonged negative economic conditions, we decided to help out our loyal consumers by running our second national Recrafting promotion. We promoted the effort rather modestly with a couple of ads in the Wall Street Journal, a postcard and an email notice to current customers.

Once again, we were overwhelmed by the response and more than doubled the amount of shoes checked in versus last year.

What this means, though, is that we are behind in our Recrafting service work. Our usual turnaround time for Recrafting is 2-3 weeks once the shoes arrive and, on most occasions, we return them much quicker. Based on last year’s response we revised our timing to a 4-6 week turnaround. Unfortunately, we are not living up to our promise. We are extremely proud of our customer service and I want to apologize for taking more time than you may have expected. Rest assured we are working overtime to catch up on all the orders and get your shoes back to you as soon as possible.

On behalf of all of us here, thank you for your loyalty to Allen Edmonds and for your understanding as we work through over 16,000 pairs of shoes in need of our Recrafting services.

Paul Grangaard
CEO & President
Allen Edmonds Shoe Corporation

Thanks for the update, Paul. We’re cool. Take your time and do my shoes right!

Lesson: How much trouble could you avoid with a simple update?

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