… my taste for customer service, that is. I don’t often shop at Brooks Brothers (their clothes are well tailored but a bit conservative for my lifestyle), but after visiting their Lee, MA outlet location twice in the last few months, they just may have made a customer out of me. Here’s why…
I dropped into their store at the end of summer to pick up a few dress shirts for a friend as a gift. I’ve never been particularly good at keeping track of measurements and sizes and that trip to Lee was no different. I had no idea where to start with sleeve length and neck size for this guy, but I did know that he has a history of shopping BB and I hoped that perhaps there was a database of customers that could be accessed. I stepped up to the counter and inquired and within minutes I knew the necessary shirt size. Easy.
What I didn’t know was that there was a preference (or even a difference) in collar style. Seems that my birthday guy prefers a close collar rather than the wider one I had randomly selected. So, for the last few months three (almost) perfectly new shirts have hung unworn in a closet. Last weekend we took a drive over to rectify the situation and that’s when the customer service took an additional, even more tremendous, leap forward.
Retaining a sales receipt for months is not necessarily my strength and we found ourselves in Lee without evidence of the purchase. I’ve been in this situation in the past and was successful in obtaining a credit by presenting the credit card originally used for payment, but, naturally, I recently switched American Express cards, so that wasn’t an option. As I prepared to log on to my Amex account to recover evidence of the transaction, the clerk asked me if I knew the date of the transaction and, miraculously, I did. Within 2 minutes the transaction was located and an exchange receipt printed. Simple.
A short time later we left the store, new purchases in hand, and headed to a place more my speed – UnderArmour. I had asked at Brooks Brothers for directions to the UA outlet since it was frigidly cold and we weren’t feeling up to wandering around the outdoor mall. As we were browsing the running gear an employee approached me to inform me that I had forgotten my phone at the Brooks Brothers store. Apparently, one of the employees there had made the effort to track us down to notify us of our oversight. Wow. Thoughtful initiative? Yes, please and thank you. Well done.