Maybe my expectations are too high because I worked for Nordstrom for six years, I don't know. Even after writing this article, I'm still a bit irritated by Bernat's response, even though some companies wouldn't have even bothered with a letter.
http://www.examiner.com/knitting-in-chicago/when-adequate-customer-service-is-not-enough
But considering the competition in cotton yarns at places like Michael's Walmart, Joann Fabrics, Hobby Lobby, and the like, I would think turning a negative into a positive for a customer would be the best way to get a leg up on the competition, especially when Bernat is known for high-quality yarns.
Please feel free to share...I would love everyone's opinion on this.
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