Relationship Management

Relationship Management

In a previous role, describe the steps you took to deepen an existing client relationship.

What were the circumstances?

The company I worked for had recently purchased the brand John Morrison Kiltmakers and a customer who had X years previously purchased a kilt from the original John Morrison Kiltmakers had returned. He wished to have the original leather belts, buckles which were tarnished, and the lining around the waist replaced as he planned to wear it for his grandsons wedding in two weeks time. Usually Kilt repairs and alterations would take between 3-4 weeks to complete, but due to the importance of the occasion to the customer I promised to have it ready. The problem arose when the Kilt arrived at our Kiltmaker, he did not have the required style of buckles and was not able to find a manufacturer who was able to either supply or make the set in time as the crest had been hand engraved. *

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What were your actions?

I was informed of the situation with seven days until the customer required the kilt. I informed Mr. X of the situation but told him to rest assure I would do all in my power to have it ready for him. That evening after work I spent a few hours researching traditional Celtic buckle designs, once I had compiled a portfolio of designs I invited Mr. X to the store the following morning where he chose the buckles which he preferred most. I then took the buckles to a local specialist in Leith who was very understanding and started on the buckles the same day. I received the finished buckles in two days time with two days until the wedding, so I sent one of my staff to WHEREVER kiltmakers with the buckles and had him wait until they were fitted. The same afternoon Mr. X was able to pick-up his finished Kilt.*

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What was the outcome?

Mr. X knew the lengths to which we had went for him to make it possible for him to wear the same kilt from his wedding day on his grandsons wedding day. He greatly appreciated the effort and commented on how high the quality of the work carried out was. Afterwards he bought two full Prince Charlie Outfits including buckles the same as his own made by us for each his son and grandson. He also informed many of his friends and family at the wedding on where he got his Kilt when people commented on it. From his word of mouth we had many orders from people recommended by Mr. X. All in all I took great pleasure from the satisfaction of the customer.*

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Customer Service

In your current role, what have you personally done to improve your customers' satisfaction?

What were the circumstances?

When I worked in the Edinburgh store, stock space was limited and only a certain amount of each product in relation to how quickly it sold, was