It takes one minute to lose a customer…
Posted by markharrison on February 26, 2007
Since 1999, I’ve been a fan of Gieves and Hawkes (the Savile Row tailors.)
Indeed, a quick look in my dressing room this evening revealed:
- 8 sports jackets
- 2 overcoats
- 2 suits
- a cashmere jumper
- a cashmere scarf
- and two pairs of jeans from their more casual range
However, both of the suits were “off the peg”, and there comes a time in a man’s life when a hand-made suit starts to appeal.
Given my track record with the company, I started by looking at their website. I noticed a spelling mistake, so clicked on the link that invited me to report a problem.
That was last night…
… this evening, I checked my email, to find a response from them.
Was there a “thank you” for pointing out the mistake?
Was there a commitment to quickly change it (this is the web, for crying out loud, changing a typo is EASY).
Nope – instead there was a sarcastic reply, saying that because I’d made a typo in my own message, I wasn’t a (and I quote) “credible authority.”
This evening, the problem isn’t fixed (see photo below), they’ve lost a customer who was on the verge of spending several thousand pounds, (and had a lifetime value to date somewhat higher than that) and made me decide to blog about them.