Things sometimes go wrong in business, in spite of our best efforts. And as Seth Godin points out, there are all sorts of ways to apologize, some better than others.
Here’s one that really got it done. I walked into the Lloyd Center Men’s Wearhouse here in Portland on the last day of the winter sale. They didn’t have the shirts I wanted in my size, so Tammy, the store manager, ordered them for me at the sale price. They were to be delivered from another store, but when I came back in on the appointed day, they hadn’t yet arrived.
How did Tammy handle it? She asked for my phone number, and promised to deliver them to me if I couldn’t make it back. Tonight, after the mall closed, she came by my house and dropped them off. The right shirts, hand-delivered to my house by the manager. No extra charge.
Next time you need clothes in Portland, make time to visit Men’s Wearhouse in Portland. Ask for Tammy.