Customer Service Done Right

Last week I mentioned that a TheatreFace member was having problems with some Rosco paintbrushes -- a Rosco rep almost immediately replied with an offer to make it right. I was heartened by that response. I know theatre is a small industry, and we all know each other, but it's still great to see companies treat people like friends. And on a gloomy Monday, that was good news for me to hear.

So of course I want more! When else have you been treated right by a company? What was the problem? How did they step up and make things better?

Tell me your stories and restore my faith in humanity! :-)

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Permalink Reply by Darrell Dever on March 2, 2015 at 1:57pm

I direct a budding aka struggling childrens theatre and frequently ask Kathy at Sacramento Threatical Lighting for estimates for various lighting stuff. Both of us knowing I am awaiting an answer to a grant request which I may or may not receive.

But she and her fellow workers treat me like I've got a million dollars in cash ready to purchase whatever

I need, they are patient, well informed and friendly. And when that million dollar grant comes through, STL will be the first place I go for all the things for which Kathy has patiently given me written estimates.

Permalink Reply by Jacob Coakley on March 3, 2015 at 10:46am

That's great to hear! I have family that does theatre up in Sacramento -- I'll send them STL's way.

Permalink Reply by Lonnie Royal on March 2, 2015 at 5:03pm
I ordered show shirts and crew shirts last fall for our fall production. We planned to purchase extras and sell them at the performances, but the company was apparently in the middle of a move and we fell through the cracks. I emailed them and told them I did not need the extras but still wanted shirts for the cast and crew, as well as my crew shirts. I didn't hear back for awhile, and when I did, the owner was very apologetic and told me he would send me the shirts at no cost. I knew it was a small company and didn't want them to be put in a bind, so I told him I would gladly pay what we had agreed upon. He refused to accept it saying that he had made a mistake and that he wanted to make it right. That is real commitment to customer service and I will definitely return.
Permalink Reply by Jacob Coakley on March 3, 2015 at 10:47am

That is some great service. Did you want to share the name of the company?

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