Customer Spotlight: San Diego Half Marathon
Each month, we spotlight one of our recent customers in the newsletter. This one’s a little bit different. While we strive to complete every order exactly the way our customers want them, mistakes and miscommunications do sometimes happen. When they do, we do everything in our power to make it right. This is about one ...
Each month, we spotlight one of our recent customers in the newsletter. This one's a little bit different. While we strive to complete every order exactly the way our customers want them, mistakes and miscommunications do sometimes happen. When they do, we do everything in our power to make it right. This is about one of those orders.
Patti McCord recently placed an order with us for silicone bracelets for the San Diego Half Marathon. Founded in 2012, the half marathon is aÂ premier race that celebrates the beauty and uniqueness of San Diego while raising money to help its communities. It's a nonprofit 501(c)(3), that donates all net proceeds to community service projects and local charitable causes. "In addition, we hope to catalyze volunteerism as a way to help communities throughout our city," Patti said.
She found our website for The-Wristband-Factory.com. "I honestly can't remember how I landed on your page – just web surfing, somehow your site caught my eye. The name is perfect, and I remember the website being easy to navigate and I loved that." She appreciated our Wristband Builder feature, and our attentive, courteous staff. "I could lay it out myself and see what the finished product would look like. Â I can tell you that the quick personal service from Ron and Evan pushed me your direction," she said.
So Patti ordered a thousand 3/4-inch wristbands.
But along the way, a miscommunication happened. "I had received a proof and quotes for both the 3/4-inch and 1-inch (sizes). Â We decided to go with the 3/4-inch. I can't remember if that conversation was via email or on the phone, but somehow the one-inch ones were ordered."
By the time Patti received the order, the race was only 10 days away, and there was no time to get new wristbands made and shipped before the race. Fortunately, Patti was understanding, and we did the best we could to help.
"The guys were nice, and extended a future discount," she said of Ron and Evan. "Except for the mistake in the order, [they] were great. Â Personal touch and quick response were very important to me."
Just a few days before the race, we had an extra opportunity to help Patti and her crew celebrate a special participant in the race.
"Riley is part of Team Hoyt, a very special racing group started many years ago by a father named Dick Hoyt who wanted to give his disabled son the experience and the thrill of competition," Patti explained. "They have chapters all over the country. Riley and his father Jim are V.I.P.s Â to us, and we look forward to having them with us each year. Â I always try to have something special waiting for Riley at the finish line.
"This year, I asked his dad what would be fun for him, and he told me that Riley loves those bracelets as well as superhero bracelets. Â So I contacted Ron, and he was wonderful to pull together some samples and get them to me in time for the race. Since Riley can't hold anything in his hands, I put them on a necklace and Â presented them to him at the finish line. His dad told me that Riley talked about it all day!"
As for the 1,000 bracelets ordered for the race, Patti said it best in an email to Ron:
"The other bracelets you made for us were very well received," she wrote.Â "So even though they were a bit thicker than we would have liked, it worked out fine, and in the scheme of life is no big deal. You were great about giving us a credit and establishing a good relationship for the future."
She later rated her ordering experience with us as a 9 out of 10 ("would have been a 10 if the order was right," she added). She also said she would order from us again, and would recommend us to others.
At TJM, we strive for perfection on every order. We don't always live up to that standard, but we try our best. On the occasions where we don't, we will do what it takes to make you, the customer, happy. And we're always happy to help create special memories wherever possible.
Thank you Patti for giving us the opportunity to serve the San Diego Half Marathon, and the chance to help give Riley a special day! We appreciate your understanding, and are grateful for your continued confidence in TJM Promos!