Customer service gone right

I can't remember who originally recommended Wear Yours to me, but they've been doing my embroidery since they stitched the logo from my personal chef company, Dining with Ease, onto my first chef's jackets. It's exactly the kind of place I like to shop: not only are they the only embroidery shop I know of that doesn't charge a digitizing fee (trusting that repeat business will make up for that loss-leader), it is family-owned, with a serious emphasis on personal service and pride in workmanship. That pride stretches so far, in fact, that one employee spent a week mulling over our Jones CAN logo, which is complicated by a grid design, because she felt confident that she could do an even better job on it than the sew-out we had approved. She was right: her modifications made it absolutely spot-on.


We've been so happy working with them that when our most recent batch of shirts arrived and were unusable, for both size and quality reasons, I felt pretty strongly about talking to the owner about it. My hope was that she would offer some sort of apology and suggestion for getting a better result next time - after all, they're a small business and had all sorts of expense outlays to get our shirts done, and with our logos embroidered, it's not as though they could hope to recoup any of that money from the company from which they bought the shirts.

She exceeded my hopes by a long shot: she deducted one shirt that wasn't embroidered and split the difference on the remainder. I'm guessing that she didn't just eat the profit, but is actually losing money on the deal. I take no pleasure in that piece, but I do truly appreciate that she stepped up to the plate so firmly and graciously. She has changed me from a satisfied customer to a loyal customer and I can't encourage everyone enough to give them a try for any embroidery or screen printing needs.