Lands’ End Canvas Wrote Me A Thank You Note
I received this handwritten thank you card from Lands’ End Canvas in the mail last week.
For those of you who don’t know about Canvas, you can read the launch press release for more explanation. In short, seems that Canvas falls in line with the whole push into americana classics (think Red Wing, Levi’s, LL Bean Signature) reinvented for today’s standards/style.
I had ordered a basic white oxford shirt (possibly my new everyday work uniform, in concept) that was a bit small in size (I ordered a M based on reviews of sizing) and needed to exchange it for the next size up (should have stuck with what I know and ordered the L straight away).
I made a quick call to Lands’ End to check on the best and most efficient way to exchange even though they lay out most information on the receipt. Customer service was quick and helpful, and kind I might add, and I sent the shirt back a few days later.
I received this handwritten thank you card to addressed to me and signed by a real person (I suppose) on the inside. I’ll say it again because I was completely surprised myself that a large company, like Lands’ End - wrote me a thank you note.
It’s the little things that go a long way in building the customer relationship. In this day and age of direct-to-consumer sales and relationship building, it’s even more important than ever to try and establish the one-on-one with the customer (or fan) so that you will have a customer (or fan, see where I’m going?) for life (or long long time).
This was the first thing I’ve ordered from Lands’ End since I was probably 16, but I tell you what, I’ll be ordering from them again soon (and I can’t wait to get the size L exchange).
I back Lands’ End.
Bands, and brands, and people, take note.
Notes
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thedlfreport posted this
