Uguisu paper…& thoughts on being nice

I am sharing two things today: Uguisu’s papers, bits 'n bobs, and customer service.  First off, I’m a paper girl: day planner, a small library of unused notebooks that I only want to touch and never use, and single envelopes with no mate.  If you can relate, allow me to share with you a treasure trove, Japan’s Uguisu.  The Japanese aesthetic when it comes to paper is so delicate of hand, and designed with an attention to fine detail.  I also purchased kitchen linens and a mosquito net cloth for their textures.  

Now, customer service is something we take for granted until we don’t get any.  It took 15 days for my package to arrive from Japan (which made it that much more special), and when I opened it, I found a handwritten note (handwritten!) addressed to me personally, by name (Tisha!).  Wow!  This was my first order ever, and they don’t know me from boo but they took the time to make me feel valued and to thank me.  Sign on the dotted line, I’m a forever repeat customer now.  

Last month, I was shopping for a sideboard on Etsy.  They were handmade, cost upwards of $1,000 and indicated they were within driving distance of NYC.  I was wary of making a furniture purchase without touching the piece or inspecting the craftsmanship, and its Etsy page didn’t mention a return policy.  I wrote them an email asking: may I visit your studio/showroom, can I receive a small sample of their three finishes, and what is your return policy?  He answered, No can do, ma’am, their studio was very busy, they only do business online, nobody has ever been dissatisfied with their furniture so they don’t know what their return policy is, oh, and send them 20 bucks and they’ll send me some sample finishes.  They didn't attempt to work with me in any shape or form.

So, I appreciate Uguisu for their small effort in thanking me.  I will be putting together my next paper order!

Comments

[Elizabeth]

I love this post. Not only am I a fan of Japanese paper, I'm an even bigger fan of customer service. I don't understand why businesses, especially small businesses, don't "get it." It costs nothing to be nice and to do things such as including a hand-written thank-you note. As you pointed out, when firms AREN'T nice (such as your Etsy seller), you can easily take your business elsewhere!

In college, my best friend worked at a restaurant that offered homemade pies displayed under old-fashioned glass domes. As such, the pies were visible and customers could see the waitress pick out their piece of pie. As my friend put it, "There's always a best piece of pie." By giving the customer the best piece every time, you created a win-win situation. It cost nothing -- it earned tremendous good will (and higher tips, LOL)!

[Brenda]

yeah, the problem is that there's too much competition and some vendors don't feel they need to cater to customers. Hope you found a nicer piece of furniture from someone else.

[Molly Beatrice]

I have never had a company handwrite me a thank you note. What a divine concept!

[Ashley]

I am in love with Japanese products. So small and cute! I'm checking out Uguisu. Thx

[Linda J.]

A very insightful post today. Thank you for this. I think a little customer service goes a long way.

[Jenna]

I think the person from Etsy will get bitten at the end. A little effort goes a long way to standing out from the crowd. What did you end up doing about your sideboard?

[Tisha@TISLstyle]

Hi Jenna, I did find another vendor on Etsy, and he invited me to visit his showroom that same day! Quality and price were great, and I was only too happy to buy from him. Not to mention mentioning it on my blog!

[Tisha@TISLstyle]

Hi Elizabeth, I loved your friend's attitude. It has to feel great when someone decides to spend their money with your product bc at the end of the day, consumers have a choice. Thx for sharing with me!