Joanne phoned me to ask about ordering a new collar and lead for her lovely Chow Chow pictured above. She had ordered and paid for a new lead and collar from another supplier but the goods hadn’t arrived. The supplier had subsequently stopped answering her calls and emails. An unpleasant experience to say the least.
In our initial phone call we discussed options and costs for a bespoke collar and matching lead, and I checked that I had the necessary materials on hand.
The details were finalised and confirmed by email. The final order was for a collar and lead made up using Sedgwicks dark havana bridle leather, solid brass buckle, square loop and D ring, with polished edges and the required measurements. Lastly a time scale for delivery was finalised. Updates on progress were communicated by email as the work progressed.
Once completed the collar and lead were packaged up for postage. It is my policy to reuse packaging material where ever possible. Not only is this better for the environment, but it allows me to keep costs and therefore prices to a minimum. Using a box from some bicycle pedals also led to a conversation around Ribble bicycles.
The whole project emphasised the importance of good customer service and good and clear communication. Having happy customers isn’t just about providing a quality product. Yes that is important, but as an independent maker building good relationships with customers is also critical.
Here is what Joanne posted in her review of my service.
“Superior and high quality bridle leather dog collar and lead for my Chow Chow. He is 37kg and powerful. The collar, lead and brass hardware is so strong and durable. My only regret is that I wish I found Steph Rubbo earlier!”
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