Customer service, shops and woolly fairs…

I think that title about covers it.

I said in my last post that I was looking forward to visiting Loop when I was down in London (and living virtually next door), as I’d previously been a bit ‘meh’ about it. Well. I went in, with a list of things I wanted to look at – and most probably buy, given that I’d checked them out on Rav. A couple of issues of Laine magazine, some of Jared Flood’s books, Marie Wallin’s Shetland. Probably would have come to about £100.

Did I buy any of them? I did not. Could I find them? Some, yes. Did anyone show any interest in serving me? No, they did not. Speaking to me? Nope. I know I wasn’t wearing an invisibility cloak because one of the five people who seemed to be members of staff said ‘bye’ as I left. Still, that meant I had more to spend at Wonderwool on Sunday.

And I did. That fine strip of blackness was a completely unnecessary purchase which was down to brilliant customer service.

It’s a wrist tape measure. It’s fifteen inches long, is measured off in both inches and centimetres, and goes round your wrist twice where it fastens securely. It’s leather, and it was – well, let’s just say ‘not cheap’. An unbought issue of Laine magazine not cheap. I was merely intrigued, but the woman on the stand took me through the logic (indisputable: my friend had been doing tension squares in the wine bar the night before without a ruler – I know, I know – which led to some speculation on accurate guessing, length and much coarse laughter), and the available options. Obviously I was attracted by the almost-black one – very popular in Scandinavia, apparently – but I resisted. I went back twice before I gave in. But I gave in. And each time I had fabulous service.

Then there’s this:

This, my lovelies, is Colinette Banyan. Colinette! Colinette who went out of business a couple of years ago! And it was on sale! I also bought the five balls of bright red Juniper Moon Zooey from this stand – in part, again, because of brilliant, informative, friendly customer service. Even though the stall was heaving with people.

John Arbon got my money for some fibre (the orange) even though I swore I wasn’t buying fibre – and guess what one of the factors was? Yup. And the people on the stall who sold me the silvery blue were great too. In the teeth of a freezing cold and very busy Wonderwool Wales.

Customer service: it costs nothing. It doesn’t even cost your pride. When I was a baby bookseller I was once told ‘don’t grovel, don’t be snotty, just treat your customers as you would want to be treated,’ and I think that just about sums it up.

Oh, and IMO a good local yarn store in a provincial (or market or small) town can knock socks off one with a high opinion of itself in central London. It’s not just customer service where the LYS can easily win (why annoy people who might turn into regulars?), it’s range as well (you have to cater for the baby wool market, as well as the addicts who will pay £35 for a single skein). Enthusiasm – that’s another factor. Encouragement. Inspiration. Even help. Yes, there are exceptions, but there are more who match. There. I’ve said it. And as someone who lived in London for 20 years, I never thought I would. Yay for great wool shops in the provinces. They can win. And often do.

As a footnote: the eight balls of Shetland DK were brought down to Wales specifically for me to collect at the show by Jamieson’s. From Lerwick. Customer service!

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4 thoughts on “Customer service, shops and woolly fairs…

  1. Miriam P.

    Wonderful post! I enjoyed your story about, ahem, accurate guessing and length quite a bit. And I am with you about the customer service!!! My husband recently got his first smartphone and he chose Ting as his provider simply based on the customer service. I don’t understand why some people in business don’t get it.

    Reply
  2. Michelle Rudy

    Marie Wallin’s Shetland does not appear to be available in the US. I’d love to order from her but am leery of postage/shipping costs. Did you find a copy?

    Reply
    1. kate Post author

      There were several at Wonderwool. I didn’t get one in the end because my budget went on wool, and I didn’t have enough 4-ply in my stash already to justify the purchase (buying the book would inevitably mean buying wool)…

      Reply

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