Sometimes I am so delighted by a business transaction that I feel compelled to share how good the experience - and the company - are. In this moment of admiration, I realize how much I can learn from a well-run, ethical company about how I should transact business with my customers.
I first read about the apparel company American Giant on another blog post, and right away I knew this was a company I wanted to watch. The clothing looked comfortable and stylish, but it was the story that really grabbed my attention: American Made and Built to Last. I requested a catalog - because I love paper catalogs and getting things in the mail - and when it arrived I was even more pleased. The catalog was sumptuous, printed on nice heavyweight paper, with good color and layout, and great photography. The message was clear - "We started American Giant with a simple goal: MAKE EXCEPTIONAL CLOTHES IN THE USA, AND OFFER THEM AT A FAIR PRICE."
Wow - I like it! The attention to detail, the quality of the merchandise, and the way American Giant told their story all had me reaching for the “buy now” button. I ordered their newly released pant (“designed to fit and flatter every body type”) and essential hoodie, because for me - that is the perfect casual outfit!
Once I placed my order, the communication from the company was clear and timely. I was even more pleased with the speed of delivery. I received a message informing me that “The Pant” was so popular (even though it had just been introduced) that its expected ship date would be the day my zip hoodie was to arrive, but it turned out that it actually arrived with the rest of my order, making me very happy.
And oh, how I love a good box! Everything was packed neatly in a box that was just the right size. When my order arrived (so quickly!, even with free shipping), I had the perfect ensemble for travel, work, and kicking around town - a black fitted pant and a beautiful, comfortable, well-fitting black hoodie! I have been looking for the perfect black hoodie for a long time, and now I have found it. Once I tried my new purchases on, I realized how comfortable this outfit was. I was sold. So, lessons learned from this transaction are those I want to apply to my own practice:
- Offer a great product (well made, timeless, and high quality and attention to detail).
- Offer exceptional customer service (pay attention to your customer, anticipate questions, and keep in touch through every step of the transaction).
- Use high quality, attractive packaging, and ship in a timely manner.
- Make the customer happy with their newly acquired item.
- Offer Free returns - “any item, any reason, any time”
- Include the Statement of Purpose everywhere - loud and clear and in easy to understand language
Now I can carry these lessons into my art business as it grows and blossoms. Planning for success means paying attention to lessons all around me.
Another business that inspires me? Moo! Check out my review HERE
Thanks for being here! What businesses are inspiring you lately? I'd love to hear!
