Originally Posted by kitonbrioni
Is it possible for a Hong Kong reader to go to the Jantzen (described as dirty and messy) and ask Ricky face-to-face what the problem is with customer service?
In person his customer service is really pretty good. I mean they are rude, crude and obscene, but in that good way.
As for the internet stuff, all I can do is relay some things Ricky has said to me when I have been in there.
The internet business is a very small part of revenue for them, but, unfortunately, seems to take up a great deal of their time, and bring in the vast majority of their complaints.
When I was in there once he was kinda wringing his hands a bit over some internet customer who had just called complaining at him, and he explained basically that this order had come in, and they had immediately queried it, saying that 'this dude has freakishly short arms' - and they called the customer back and said 'we think your measurements are off, no one has a body this long and arms this short, are you looking for a 3/4 sleeve/extra long body of shirt or is there a mistake in your measurements'. Customer abuses him, saying he knows how to use a tape measure, is perfectly numerate, and just make my shirt needle-boy. Ricky shrugs, makes shirt, ships. While I was there the customer called back abusing him for making a shirt with insanely short sleeves, demanding Ricky pay all shipping and so on for the repairs.
Anyhow - the above isnt an excuse for not answering emails - my point is mostly that the internet orders are a small part of his life that causes the most frustration and least revenue, and perhaps as such he is more focussed on delivering good customer service to the in-store ppl who comprise much more of his business. Similarly, I guess a simple answer would be 'hire a customer service guy to man the emails' and this similar counter would be 'why take on an extra salary for the smallest part of my business...that just makes the margins even smaller'
As to your other comment....I wouldnt call the place dirty in like an unhygenic sense, but its clearly very messy.
Basically he has a tiny shop, with wool piled floor to ceiling on your left as you enter, cotton swatch books piled up in front of that, shopping bags waiting for collection on the floor (generally in a straight line down the left hand side but sometimes spilling out of the store). On the right is the Ricky computer, then the mirror, then a desk, then more crap. At the back of the store (hidden behing lots of suits waiting collection/alteration) is a miniscule fitting room.
At times you have to basically line up to get inside.